Improvement of communication and interpersonal competence in telenursing – development of a self‐assessment tool

Johnson, Cheyenne; Wilhelmsson, Susan; Börjeson, Sussanne; Lindberg, Mats

doi:10.1111/jocn.12705

Cited by 20 publications

(34 citation statements)

References 35 publications

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“…Health outcome was represented by items on satisfaction, and other outcome variables were excluded. Content coverage was also checked in relation to a previously developed telenursing communication self‐assessment tool in order to ensure that aspects of nursing communication competence and phases of the nursing process were adequately covered. This first version of the TISQ consisted of 75 items.…”

Section: Methods and Resultsmentioning

confidence: 99%

Development and content validation of the Telenursing Interaction and Satisfaction Questionnaire (TISQ)

Mattisson

Johnson

Börjeson

et al. 2019

Health Expectations

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BackgroundCaller satisfaction with telephone advice nursing (TAN) is generally high, and the interaction is essential. However, a valid questionnaire exploring caller satisfaction in TAN with focus on perceived interaction is lacking.ObjectiveTo develop and assess content validity and test‐retest reliability of a theoretically anchored questionnaire, the Telenursing Interaction and Satisfaction Questionnaire (TISQ), that explores caller satisfaction in TAN by focusing on perceived interaction between the caller and the telenurse.MethodsThe study was performed in three stages. First, variables relevant for patient satisfaction in health care were identified through a literature search. Variables were then structured according to the Interaction Model of Client Health Behavior (IMCHB), which provided theoretical guidance. Items relevant for a TAN context were developed through consensus discussions. Then, evaluation and refinement were performed through cognitive interviews with callers and expert ratings of the Content Validity Index (CVI). Finally, test‐retest reliability of items was evaluated in a sample of 109 individuals using intraclass correlation coefficients (ICC).ResultsThe TISQ consists of 60 items. Twenty items cover perceived interaction in terms of health information, affective support, decisional control and professional/technical competence. Five items cover satisfaction with interaction and five items overall satisfaction. Remaining items reflect singularity of the caller and descriptive items of the call. The TISQ was found to exhibit good content validity, and test‐retest reliability was moderate to good (ICC = 0.39‐0.84).ConclusionsThe items in the TISQ form a comprehensive and theoretically anchored questionnaire with satisfactory content validity and test‐retest reliability.

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Section: Methods and Resultsmentioning

confidence: 99%

Development and content validation of the Telenursing Interaction and Satisfaction Questionnaire (TISQ)

Mattisson

Johnson

Börjeson

et al. 2019

Health Expectations

Self Cite

View full text Add to dashboard Cite

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“…Currently, there are a small number of instruments for this purpose that can be applied to different communication contexts related to the management of nursing care. In a literature review conducted by the authors, eight instruments were found related to the subject showed reliability with satisfactory internal consistency (Anthoine et al., 2014; Arthur, 1999; Costa et al., 2016; Johnson et al., 2014; Klakovich & Delacruz, 2006; Lopes et al., 2013; Molinuevo & Torrubia, 2011; Puggina & Silva, 2014).…”

Section: Introductionmentioning

confidence: 99%

Professional Nursing Communication Competence: Theoretical procedures for instrument development and pilot test

et al. 2021

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Aims To describe the theoretical procedures for the development of the Professional Nursing Communication Competence instrument, determine the content validity and describe the pilot test application. Background Measuring instruments must be developed in accordance with the context and communication process by adopting theoretical procedures based on competence structures to support quality patient‐centred care and nursing management. Methods A methodological study was employed. The instrument was developed by using content‐validated theoretical construct in accordance with 33 communication theories followed by semantic analysis and content validity by experts. The instrument was tested over three phases: before the lecture on professional nursing communication competence, after the simulation scenario experience and after debriefing. Results The instrument showed an extremely high agreement (CVI = 0.99). Linear regression suggested three domains of the 46‐item content‐validated instrument comprising knowledge (18 items), skills (12 items) and attitudes (16 items). Conclusion The instrument was found to measure professional communication competence with a high theoretical reliability of the contexts and processes through a simulation strategy. Implications for Nursing Management Nursing educators, managers and staff can adopt the Professional Nursing Communication Competence (IMC‐CPE) instrument to improve the effectiveness level of knowledge, skills and attitudes to reduce misunderstanding among team members and health care errors.

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“…The telenurses employed within the SHD are internally educated in the ‘Dialogue Process’, a structured communication method in five steps; open, listen, analyse, motivate and close (Johnson et al . ).…”

Section: Introductionmentioning

confidence: 97%

“…Telenurses have previously reported that they lack information within the CDSS (Ernesater et al 2009). The telenurses employed within the SHD are internally educated in the 'Dialogue Process', a structured communication method in five steps; open, listen, analyse, motivate and close (Johnson et al 2015).…”

Section: Introductionmentioning

confidence: 99%

When all other doors are closed: Telenurses' experiences of encountering care seekers with mental illnesses

Björkman

Salzmann‐Erikson

2018

Int J Mental Health Nurs

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The aim of the study was to describe the telephone nurses' experiences of encountering callers with mental illnesses. Telenursing services are solely staffed with telenurses, who with the support of a decision support system (CDSS) independently triage callers based on the severity of the main symptoms presented by the care seeker. The system focuses on somatic symptoms, while information regarding mental health and mental illnesses is limited. Information about telenurses' experiences of encountering care seekers with mental illnesses is scarce, despite the increase in mental illnesses in the population. The study used a descriptive design with a qualitative approach. Twenty telenurses were interviewed, and the data were then analysed using inductive qualitative content analysis. The results are elaborated in the following three categories: (i) Experiences of encountering care seekers with mental illnesses; (ii) Experiences of facing difficulties and challenges; and (iii) Experiences of facing dissatisfaction and threats. Encountering care seekers with mental illnesses is metaphorically addressed as 'when all other doors are closed'. Encountering care seekers with mental illnesses was perceived as time-consuming and did not adequately correspond to the resources given by the service. Even though telenurses strive to achieve agreement, there is a collision between human needs and organizational structures. The study pinpoints the lack of resources for and education about mental illnesses and the limitations of the decision system, which needs to be updated in order to provide all care seekers care on equal terms.

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Improvement of communication and interpersonal competence in telenursing – development of a self‐assessment tool

Cited by 20 publications

References 35 publications

Development and content validation of the Telenursing Interaction and Satisfaction Questionnaire (TISQ)

Development and content validation of the Telenursing Interaction and Satisfaction Questionnaire (TISQ)

Professional Nursing Communication Competence: Theoretical procedures for instrument development and pilot test

When all other doors are closed: Telenurses' experiences of encountering care seekers with mental illnesses

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