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Identified obstacles and prerequisites in telenurses' work environment: a modified Delphi study
Uppsala University, Disciplinary Domain of Medicine and Pharmacy, Faculty of Medicine, Department of Public Health and Caring Sciences, Health Services Research. Caring Sci Univ Gavle, Fac Hlth & Occupat Studies, Gavle, Sweden.
Uppsala University, Disciplinary Domain of Medicine and Pharmacy, Faculty of Medicine, Department of Public Health and Caring Sciences, Caring Sciences. Caring Sci Univ Gavle, Fac Hlth & Occupat Studies, Gavle, Sweden; Lishui Univ, Med & Hlth Coll, Nursing Dept, Lishui, Peoples R China.ORCID iD: 0000-0002-9912-5350
Caring Sci Univ Gavle, Fac Hlth & Occupat Studies, Gavle, Sweden.
Karolinska Inst, Dept Neurobiol Care Sci & Soc, Stockholm, Sweden.
2017 (English)In: BMC Health Services Research, ISSN 1472-6963, E-ISSN 1472-6963, Vol. 17, no 1, 357Article in journal (Refereed) Published
Abstract [en]

BACKGROUND: Telenursing is an expanding part of healthcare, staffed with registered nurses whose work environment is typical of a call centre. Work-related stress has been shown to be a major problem in nurses' work environments and of importance to the outcome of care, patient safety, nurse job satisfaction and burnout. Today, however, we have a limited understanding of and knowledge about the work environment for telenurses. The aim of the present study is to explore and reach consensus on perceived important obstacles and prerequisites in telenurses' work environment.

METHODS: A modified Delphi design, using qualitative as well as quantitative data sequentially through three phases, was taken. Data were initially collected via semi-structured interviews (Phase I) and later using a web survey (Phase II-III) between March 2015 and March 2016.

RESULTS: The findings present a consensus view of telenurses' experiences of important obstacles and prerequisites in their work environment. Central to the findings are the aspects of telenurses having a demanding work, cognitive fatigue and having no opportunity for recovery during the work shift was ranked as important obstacles. Highly ranked prerequisites for managing were being able to focus on one caller at a time, working in a calm and pleasant environment and having technical support 24/7.

CONCLUSIONS: Managers need to enable telenurses to experience control in their work, provided with possibilities to control their work and to recover during work; shortening work time could improve their work environment. Limited possibilities to perform work might contribute to feelings of stress and inability to perform work.

Place, publisher, year, edition, pages
BioMed Central, 2017. Vol. 17, no 1, 357
Keyword [en]
Delphi-study, Nursing, Telenursing, Work environment
National Category
Nursing
Identifiers
URN: urn:nbn:se:uu:diva-325910DOI: 10.1186/s12913-017-2296-yISI: 000403100900002PubMedID: 28521743OAI: oai:DiVA.org:uu-325910DiVA: diva2:1117429
Available from: 2017-06-28 Created: 2017-06-28 Last updated: 2017-11-29Bibliographically approved

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Bjorkman, AnnicaEngström, Maria

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