Patients’ experiences with an obstetric telephone triage system: A qualitative study

Engeltjes, Bernice; Herk, Nikki van; Winter-Visser, Maud de; Wijk, Astrid van; Cronie, Doug; Rosman, Ageeth N.; Scheele, Fedde; Wouters, Eveline

doi:10.1016/j.pec.2022.107610

Cited by 3 publications

(9 citation statements)

References 37 publications

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“…The nurse starts by greeting the caller and introducing him/herself by name and title [ 2 , 25 – 27 ] and gathers personal details [ 28 – 30 ]. The caller should be greeted in a friendly and respectful manner to facilitate connection with the caller [ 6 , 19 , 31 – 39 ].…”

Section: Resultsmentioning

confidence: 99%

“…The caller should be greeted in a friendly and respectful manner to facilitate connection with the caller [ 6 , 19 , 31 – 39 ]. This implies that the nurse uses a friendly tone of voice [ 2 , 27 , 30 – 32 ], is present and listening [ 2 , 19 , 32 , 34 , 40 ], remains calm and understanding [ 19 , 32 , 34 – 36 , 38 – 40 ] and displays a willingness to help [ 31 , 41 ]. The tone of voice is central to conveying emotional status and mood, and voice mode together with support signals indicates that the nurse is interested, engaged and willing to help [ 42 , 43 ].…”

Section: Resultsmentioning

confidence: 99%

“…Forming an alliance with the caller is important for establishing trust and confidence so that the caller feels free to present the problem and reason for calling [ 2 , 5 , 25 , 26 , 30 , 31 , 34 , 38 , 39 , 45 – 51 ]. The first impression is crucial for gaining the caller’s confidence, and trust and confidence are easily lost if the nurse is stressed or behaves in an unprofessional way [ 31 , 45 , 46 , 49 ].…”

Section: Resultsmentioning

confidence: 99%

“…The caller is given time and space to speak [ 28 – 30 , 33 , 40 , 45 , 51 , 53 ]. The nurse is active and responsive in listening [ 38 , 39 , 43 , 58 ].…”

Section: Resultsmentioning

confidence: 99%

“…The conversation with the nurse holds the possibility for the caller to share worries and concerns [ 6 , 34 ], and listening has a calming effect [ 43 , 56 ]. When the nurse remains calm while listening, this contributes to relieving distress and worry in the caller [ 30 , 40 , 47 , 60 ]. Blocking or discouraging the caller from telling their story is dangerous and imposes a risk of undertriage [ 44 ].…”

Section: Resultsmentioning

confidence: 99%

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The telephone nursing dialogue process: an integrative review

Gustafsson,

Wahlberg

2023

BMC Nurs

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Background Telephone nursing involves triage, advice, and care management provided by a nurse over the telephone. The telephone nursing dialogue process has been used clinically in telephone nursing in Sweden for several years to structure the communication and ensure a safe assessment and advice. Studies are needed to determine whether there is sufficient scientific evidence to support the method. Aim To describe the scientific basis of the phases of the telephone nursing dialogue process. Design This was an integrative review. Methods The literature searches were performed in August 2023, in the PubMed, CINAHL, Cochrane Database of Systematic Reviews and SwePUB databases. Sixty-two articles were included. Data was sorted deductively according to the five phases of the telephone nursing dialogue process and categorized inductively to form subcategories describing the content of each phase. Result All five phases in the telephone nursing dialogue process were supported by a range of articles (n = 32–50): Opening (n = 32), Listening (n = 45), Analysing (n = 50), Motivating (n = 48), and Ending (n = 35). During the opening of the call, the nurse presents herself, welcomes the caller and establishes a caring relationship. In the listening phase, the nurse invites the caller to tell their story, listens actively and confirms understanding. During the analyzing phase, the nurse gathers, assesses, and verifies information. In the motivating phase, the nurse reaches a final assessment, informs the caller, gives advice and creates a mutual agreement and understanding while supporting the caller. Ultimately, the nurse ends the call after checking for mutual agreement and understanding, giving safety-net advice, deciding on whether to keep monitoring the caller and rounding off the call. Conclusion The phases of the telephone nursing dialogue process as described in the scientific literature are well aligned with the theoretical descriptions of the telephone nursing dialogue process.

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Section: Resultsmentioning

confidence: 99%

Section: Resultsmentioning

confidence: 99%

Section: Resultsmentioning

confidence: 99%

“…The caller is given time and space to speak [ 28 – 30 , 33 , 40 , 45 , 51 , 53 ]. The nurse is active and responsive in listening [ 38 , 39 , 43 , 58 ].…”

Section: Resultsmentioning

confidence: 99%

Section: Resultsmentioning

confidence: 99%

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The telephone nursing dialogue process: an integrative review

Gustafsson,

Wahlberg

2023

BMC Nurs

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Cloud-Based Intelligent Patient Triage Systems with SVM Classifiers for Emergency Departments

Shibu,

Suresh

et al. 2024

2024 First International Conference on Innovations in Communications, Electrical and Computer Engineering (ICICEC)

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Optimising digital clinical consultations in maternity care: a realist review and implementation principles

Evans,

Clancy,

Evans

et al. 2024

BMJ Open

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ObjectivesThe COVID-19 pandemic has led to increased use of digital clinical consultations (phone or video calls) within UK maternity services. This project aimed to review the evidence on digital clinical consultations in maternity systems to illuminate how, for whom and in what contexts, they can be used to support safe, personalised and equitable care.DesignA realist synthesis, drawing on diverse sources of evidence (2010–present) from OECD countries, alongside insights from knowledge user groups (representing healthcare providers and service users).MethodsThe review used three analytical processes (induction, abduction and retroduction) within three iterative stages (development of initial programme theories; evidence retrieval and synthesis; validation and refinement of the programme theories).ResultsNinety-three evidence sources were included in the final synthesis. Fifteen programme theories were developed showing that digital clinical consultations involve different mechanisms operating across five key contexts: the organisation, healthcare providers, the clinical relationship, the reason for consultation and women. The review suggests that digital clinical consultations can be effective and acceptable to stakeholders if there is access to appropriate infrastructure/digital resources and if implementation is able to ensure personalisation, informed choice, professional autonomy and relationship-focused connections. The review found relatively less evidence in relation to safety and equity.ConclusionsDue to the complexity of maternity systems, there can be ‘no one-size fits all’ approach to digital clinical consultations. Nonetheless, the review distills four ‘CORE’ implementation principles: C—creating the right environment, infrastructure and support for staff; O—optimising consultations to be responsive, flexible and personalised to different needs and preferences; R—recognising the importance of access and inclusion; and E—enabling quality and safety through relationship-focused connections. Service innovation and research are needed to operationalise, explore and evaluate these principles, particularly in relation to safety and equity.PROSPERO registration numberCRD42021288702.

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Patients’ experiences with an obstetric telephone triage system: A qualitative study

Cited by 3 publications

References 37 publications

The telephone nursing dialogue process: an integrative review

The telephone nursing dialogue process: an integrative review

Cloud-Based Intelligent Patient Triage Systems with SVM Classifiers for Emergency Departments

Optimising digital clinical consultations in maternity care: a realist review and implementation principles

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