Telephone nurses’ communication and response to callers’ concern: a mixed methods study
2016 (English)In: Applied Nursing Research, ISSN 0897-1897, E-ISSN 1532-8201, Vol. 23, 116-121 p.Article in journal (Refereed) Published
To describe telephone nurses’ and callers’ communication, investigate relationships within the dyad and explore telephone nurses’ direct response to callers’ expressions of concern
Telephone nurses assessing callers’ need of care is a rapidly growing service. Callers with expectations regarding level of care are challenging.
RIAS-and content analysis was performed on a criterion sampling of calls (n=25) made by callers who received a recommendation from telephone nurses of a lower level of care than expected.
Telephone nurses mainly ask close-ended questions, whilst open-ended questions are sparsely used. Relationships between callers’ expressions of Concern and telephone nurses responding with Disapproval were found. Telephone nurses mainly responded to concern with close-ended medical questions whilst exploration of callers’ reason for concern was sparse.
Telephone nurses’ reluctance to use open-ended questions and to follow up on callers’ understanding might be a threat to concordance, and a potential threat to patient safety.
Place, publisher, year, edition, pages
2016. Vol. 23, 116-121 p.
Telephone advice nursing; Communication; RIAS; Triage; Sweden
IdentifiersURN: urn:nbn:se:uu:diva-268665DOI: 10.1016/j.apnr.2015.04.012ISI: 000370881800022PubMedID: 26856500OAI: oai:DiVA.org:uu-268665DiVA: diva2:878507
FunderSwedish Research Council, 522-2005-7461