It is important that they care – older persons’ experiences of telephone advice nursing

Holmström, Inger; Nokkoudenmäki, Mai-Britt; Zukancic, Selma; Sundler, Annelie Johansson

doi:10.1111/jocn.13173

Cited by 18 publications

(105 citation statements)

References 22 publications

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“…Other studies have also found that telenurses experienced that parents were insecure and anxious about their sick children and parents described that monitoring calls could be reassuring when the encounter was experienced as being respectful and providing opportunities to share their worries . Creating trust early in the conversation seemed to enable a mutual understanding and a sense of security . A monitoring call can be understood as a caring meeting where the professional care is carried out by telephone, as described by Halldorsdottir .…”

Section: Discussionmentioning

confidence: 99%

“…Around half of the calls resulted in self‐care advice, and these care‐seekers were not referred to any other healthcare service . Research from the past decade shows that care‐seekers call to gain a sense of security and that adequate advice and professional and friendly care from the telenurses were important .…”

Section: Introductionmentioning

confidence: 99%

“…Telenursing is a new area of research where, even though some aspects have been studied, there are still knowledge gaps. In a few previous studies, mainly from Sweden but also from the United States, making monitoring calls is mentioned as a method used by telenurses to assess the need for care . Calls from parents of small children with gastroenteritis are common, and many of these calls result in telenurses providing self‐care advice.…”

Section: Introductionmentioning

confidence: 99%

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Telenurses’ experiences of monitoring calls to parents of children with gastroenteritis

Sandelius

Wahlberg

2019

Scandinavian Caring Sciences

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Aims and objective To describe telenurses’ experiences of monitoring calls in telephone advice nursing to parents of children with gastroenteritis. Background In previous studies, making monitoring calls is mentioned as a method used by telenurses to assess the need for care. MonitoringTHE terms ‘care‐seekers’, ‘care‐seeker’ and ‘careseekers’ are used inconsistently in the article. Please suggest which one to follow. We suggest Care‐seeker calls in telephone advice nursing have been described as when telenurses call care‐seekers back once or twice after an initial call. Calls from parents of children with gastroenteritis are common, and many of these calls result in telenurses providing self‐care advice. Methods Nineteen telenurses from two healthcare call centres in Sweden were interviewed. Data were analysed using inductive qualitative content analysis. Results One main category, four generic categories and eleven sub‐categories emerged. The telenurses described how working with monitoring calls aimed to provide self‐care at home in a patient‐safe way. Their focus on the parents aimed at increasing their feeling of security and focus on the child aimed at ensuring patient safety. Monitoring calls also provided a learning opportunity for parents and telenurses, and the possibility of relieving pressure on healthcare services. The findings indicate that the use of monitoring calls aims to provide a patient‐safe form of telephone advice nursing. Conclusion This study shows that many parents feel insecure when their child has gastroenteritis, and the use of monitoring calls may be an effective approach to help them feel more secure at home with their sick child.

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Section: Discussionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

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Telenurses’ experiences of monitoring calls to parents of children with gastroenteritis

Sandelius

Wahlberg

2019

Scandinavian Caring Sciences

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“…To accomplish this, despite the lack of visual contact and the relatively short encounter with TAN, telenurses require special knowledge in communication. Therefore, researchers highlight the telenurse's communication and interpersonal competence (Barbosa et al 2016;Holmström et al 2016;Larson-Dahn 2000;Röing & Holmström 2015;Snooks et al 2008;Wahlberg et al 2005;Valanis et al 2007). Communication competence is sometimes defined in terms of specific tasks such as using effective questioning skills to interview the caller, whereas interpersonal competence can be described as a process of interaction that includes treating the caller with respect, expressing empathy, paying attention, and demonstrating a caring attitude (Duffy et al 2004).…”

Section: Figure 1 Interaction Model Of Client Health Behaviormentioning

confidence: 99%

Telephone advice nursing : communication, patient satisfaction and tool development

Johnson

2019

Linköping Studies in Health Sciences. Thesis

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“…The quality of information is important for gaining callers' trust (Pettinari & Jessop, ). Callers experience safety and satisfaction when they perceive that they are the most important person in the conversation and communication with the telephone nurse is good (Holmström, Nokkoudenmäki, Zukancic, & Sundler, ).…”

Section: Introductionmentioning

confidence: 99%

Callers' perceptions of their contact with a rheumatology telephone helpline

Arvidsson

Nylander

Bergman

2018

Musculoskeletal Care

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Background: Telephone helplines are useful for improving patients' access to healthcare services and reducing the need for frequent face-to-face contact with healthcare professionals. Little is known about how people who phone a helpline perceive the encounter. Objectives:The aims of the present study were to describe the variation in how callers perceive their encounter with a rheumatology telephone helpline. Methods:The study had a descriptive, qualitative design and used a phenomenographic approach, comprising 27 semi-structured telephone interviews with callers to Rheuma Direct, a rheumatology telephone helpline with specially trained nurses. The callers comprised 22 women and five men, aged 22-89 years (mean 54 years).Results: The callers phoned Rheuma Direct when they had problems obtaining answers to questions on the internet or from healthcare professionals. Three descriptive categories emerged: constructive dialogue, specialized competence and applicability. The callers perceived that it was a constructive dialogue when they were able to discuss their concerns with someone, received emotional support, felt reassured and were satisfied with the information provided. They perceived specialized competence when the nurses were experienced and skilful, the advice provided complemented previously received information and when they had more knowledge after the call. The callers perceived that Rheuma Direct had applicability because it was easy to access and they could make different choices before, during and after the telephone call.Conclusions: Callers to a rheumatology telephone helpline perceived it as a valuable complement to other sources of information, and felt that it could provide them with the tools to manage their disease better, as well as future contacts with healthcare professionals.This is an open access article under the terms of the Creative Commons Attribution License, which permits use, distribution and reproduction in any medium, provided the original work is properly cited.

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It is important that they care – older persons’ experiences of telephone advice nursing

Abstract: The communicative competence of telephone nurses is essential when providing telephone advice nursing to older persons. In addition, a person-centred approach is important to provide optimal care in telephone advice nursing.

Cited by 18 publications

References 22 publications

Telenurses’ experiences of monitoring calls to parents of children with gastroenteritis

Telenurses’ experiences of monitoring calls to parents of children with gastroenteritis

Telephone advice nursing : communication, patient satisfaction and tool development

Callers' perceptions of their contact with a rheumatology telephone helpline

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