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Hur webbaserat beslutstöd används i telefonrådgivning på vårdcentral: Telefonsjuksköterskors erfarenheter av beslutstödet
Mälardalen University, School of Health, Care and Social Welfare.
Mälardalen University, School of Health, Care and Social Welfare.
2017 (Swedish)Independent thesis Advanced level (degree of Master (One Year)), 10 credits / 15 HE creditsStudent thesis
Abstract [sv]

Bakgrund: Telefonsjuksköterskors arbetsuppgifter är att råda, stötta och göra bedömningar i en komplex situation. Studier har gjorts på telefonsjuksköterskors erfarenhet i telefonrådgivning men få har inkluderat observation.

Syfte: Denna studie syftar till att beskriva hur telefonsjuksköterskor använder webbaserat beslutsstöd i telefonrådgivning på vårdcentral och deras erfarenheter av detta.

Metod: Studien är kvalitativ med beskrivande design. Observationer och halvstrukturerade intervjuer utfördes på vårdcentral. Sex distriktssköterskor som hade arbetat minst ett år i telefonrådgivning deltog.

Analys: Data från observationerna och intervjuerna bearbetades med kvalitativ innehållsanalys.

Resultat: Telefonsjuksköterskorna använde dataprogrammet Rådgivningsstödet Webb (RGS Webb) som en stödjande funktion vilket skapade trygghet. För stora textmassor med långa sökvägar försvårade arbetet. Faktorer som organisatorisk tidspress, avsaknad av hjälpmedel för kommunikation med patienter som talar annat språk och lång erfarenhet minskade användandet av RGS Webb. 

Diskussion: Telefonsjuksköterskorna upplevde stöd i att RGS Webb gav mycket och korrekt information som kunde ges till vårdtagare. Detta ledde till säkrare bedömningar som ökade patientsäkerheten. RGS Webb upplevdes svårarbetat med mycket textmassor. Utbildning behövs inom informationsteknik eftersom sjuksköterskorna idag förväntas vara stora användare av IT.

Slutsats: RGS Webb stödjer, påminner, skapar trygghet och ger ny kunskap. Svårigheter som fanns utgjorde hinder i användandet och RGS Webb användes i mindre utsträckning eller inte alls. 

Abstract [en]

Background: The telephone nurse's duties are to advise, support and make assessments in a complex situation. Studies have been conducted on the telephone nurse's experience in telephone counseling, but few have included observation.

Aim: This study aims at describing how telephone nurses use computer decision support system in telephone counseling at the health center and their experiences with this.

Method: The study is qualitative with descriptive design. Observations and semi-structured interviews were conducted at the health center. Six district nurses who had worked for at least one year in telephone consulting participated.

Analysis: The data from the observations and interviews were processed using qualitative content analysis.

Result: The telephone nurse used the computer decision support system (RGS Webb) as a supportive feature, which created security. Too large text pads with long paths made work difficult. Factors such as organizational time pressure, lack of tools for communication with patients who speak other languages and long experience reduced the use of RGS Webb.

Discussion: The telephone nurse found support in the fact that RGS Webb provided very accurate information that could be given to caregivers. This leads to safer assessments that increase patient safety. RGS Webb was experienced hard-working with a lot of text masses. Education is needed in information technology because nurses today are expected to be major users of IT.

Conclusion: RGS Webb supports, reminds, creates security and provides new knowledge. Difficulties that existed were barriers to use and RGS Webb was used to a lesser extent or not at all.

Place, publisher, year, edition, pages
2017. , 29 p.
Keyword [en]
District Nurse, Primary Care, RGS Web, Telephone counseling, Triage
Keyword [sv]
Distriktssköterska, Primärvård, RGS Webb, Telefonrådgivning, Triage
National Category
Nursing
Identifiers
URN: urn:nbn:se:mdh:diva-37222OAI: oai:DiVA.org:mdh-37222DiVA: diva2:1155506
Subject / course
Caring Science
Supervisors
Examiners
Available from: 2017-11-08 Created: 2017-11-08 Last updated: 2017-11-08Bibliographically approved

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