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Sjuksköterskans syn på svårigheter i telefonrådgivning: En litteraturstudie.: Difficulties in telephone advice as perceived by registered nurses: A literature study.
Örebro University, School of Health and Medical Sciences.
Örebro University, School of Health and Medical Sciences.
2009 (Swedish)Independent thesis Advanced level (degree of Master (One Year)), 10 credits / 15 HE creditsStudent thesis
Abstract [en]

Background.

Telephone advice increases the accessibility to health care and the streamlined work at primary health care centres. The goal of telephone advice nursing is to give the caller a correct advice, adapted to the caller’s situation, in order to reach correct care level. However, registered nurse’s telephone advice includes risks for misjudgement.

Aim.

The aim was to describe the view of registered nurse’s telephone advice at primary health care centres and call canters. The issues were if registered nurse perceived difficulties in their telephone advice and in that case, which the difficulties are.

Method.

A literature study was used, with systematic search in Cinahl and Pubmed, and also a manual search. In total 13 articles were included in this study. Content analysis was used.

Results.

Registered nurse’s had difficulties in telephone advice in following areas: computerized decision aids, non-visual communication, third-part communication, limited resources, the registered nurse's vulnerability, genus and ethnicity, and also ethical questions.

Conclusion.

Registered nurses perceive difficulties in telephone advice. Registered nurses should take part in the development of computerized decision support and receive continuous training in communication skills. Registered nurse’s telephone advice should be facilitated by the existence of an open climate at the workplace, to discuss and to reflect on difficulties in telephone advice. 

Keywords.

Perception, telenursing, telephone consultation, literature review.

Abstract [sv]

Bakgrund.

Telefonrådgivning ökar tillgängligheten till sjukvården och effektiviserar vårdcentralernas arbete. Målet med telefonrådgivning är att ge rådsökande rätt råd, anpassade efter dennes unika situation för att rådsökande ska nå rätt vårdnivå. Men sjuksköterskans telefonrådgivning innefattar risker för felbedömningar.

Syfte.

Syftet var att beskriva sjuksköterskan syn på sin telefonrådgivning vid vårdcentraler och sjukvårdsrådgivningar. Frågeställningar var om sjuksköterskan uppfattar svårigheter i sin telefonrådgivning och i så fall vilka svårigheterna var.

Metod.

En litteraturstudie med systematisk sökning i Cinahl och Pubmed samt manuell sökning. Sökningen resulterade i totalt 13 vetenskapliga artiklar, vilka analyserade enligt innehållsanalys.

Resultat.

Sjuksköterskans hade svårigheter i telefonrådgivning inom följande områden: datoriserat beslutstöd, icke-visuell kommunikation, uppgifter i andrahand, begränsade resurser, sjuksköterskans utsatthet, genus och etnicitet samt etiska frågor.

Slutsats:

Sjuksköterskans uppfattar svårigheter i telefonrådgivning. Sjuksköterskorna bör vara med att utveckla det datoriserade beslutstödet och få fortlöpande utbildning i kommunikationsfärdigheter. Sjuksköterskans telefonrådgivning bör underlättas av att det råder ett öppet klimat på arbetsplatsen för att diskutera och reflektera de svårigheter som finns med telefonrådgivning.

Nyckelord.

Svårigheter, sjuksköterskor, telefonrådgivning, litteraturstudie.

Place, publisher, year, edition, pages
2009. , 36 p.
Keyword [en]
Perception, telenursing, telephone consultation, literature review
Keyword [sv]
Svårigheter, sjuksköterskor, telefonrådgivning, litteraturstudie.
National Category
Nursing
Identifiers
URN: urn:nbn:se:oru:diva-9161ISRN: ORU-HAK/OMV-AG-2010/0008--SEOAI: oai:DiVA.org:oru-9161DiVA: diva2:287578
Presentation
2009-11-03, P265, Örebro, 13:15 (Swedish)
Uppsok

Supervisors
Examiners
Available from: 2010-02-02 Created: 2010-01-19 Last updated: 2010-02-02Bibliographically approved

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