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To feel emotional concern: A qualitative interview study to explore telephone nurses’ experiences of difficult calls
University of Skövde, School of Health and Education. University of Skövde, Health and Education. (Välbefinnande vid långvariga hälsoproblem (WeLHP), Wellbeing in long-term health problems)ORCID iD: 0000-0002-9065-0677
University of Skövde, School of Health and Education. University of Skövde, Health and Education. (Välbefinnande vid långvariga hälsoproblem (WeLHP), Wellbeing in long-term health problems)ORCID iD: 0000-0001-9257-5087
Municipal Home Care, Jönköping, Sweden.
Psychiatric Clinic Ryhov, Jönköping, Sweden.
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2019 (English)In: Nursing Open, E-ISSN 2054-1058, Vol. 6, no 3, p. 842-848Article in journal (Refereed) Published
Abstract [en]

Aim: To describe telenurses’ experiences of difficult calls.

Design: A qualitative approach with a descriptive design was used to gain a deeper understanding of the telenurses’ experiences.

Methods: The data were collected in spring 2017 through semi-structured interviews with 19 telenurses at call centres and primary healthcare centres and were analysed with qualitative content analysis.

Results: Becoming emotionally concerned is central to the telenurse’s experiences of difficult calls. Difficult calls are accompanied by feelings such as inadequacy, uncertainty and anxiety, which can be described as emotional tension. Emotional tension refers to situations when the caller’s expressed emotions were conveyed to the telenurses and altered their state of mind. The telenurses stated that difficult calls that cause them to become anxious remain in their thoughts and go through their minds repeatedly, making a deep impression.

Place, publisher, year, edition, pages
Wiley-Blackwell, 2019. Vol. 6, no 3, p. 842-848
Keywords [en]
call centre, communication, content analysis, primary health care, qualitative method, telephone advice, telephone nursing
National Category
Nursing
Research subject
Woman, Child and Family (WomFam); Wellbeing in long-term health problems (WeLHP)
Identifiers
URN: urn:nbn:se:his:diva-17507DOI: 10.1002/nop2.264ISI: 000476917700021PubMedID: 31367407Scopus ID: 2-s2.0-85069794188OAI: oai:DiVA.org:his-17507DiVA, id: diva2:1341595
Available from: 2019-08-09 Created: 2019-08-09 Last updated: 2019-08-15Bibliographically approved

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