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Giving advice to callers with mental illness: adaptation among telenurses at Swedish Healthcare Direct
Uppsala University, Disciplinary Domain of Medicine and Pharmacy, Faculty of Medicine, Department of Public Health and Caring Sciences, Health Services Research. Univ Gävle, Fac Hlth & Occupat Studies, Dept Hlth & Caring Sci, Gävle, Sweden.ORCID iD: 0000-0001-9513-3102
Univ Gävle, Fac Hlth & Occupat Studies, Dept Hlth & Caring Sci, Gävle, Sweden.
2019 (English)In: International Journal of Qualitative Studies on Health and Well-being, ISSN 1748-2623, E-ISSN 1748-2631, Vol. 14, no 1, article id 1633174Article in journal (Refereed) Published
Abstract [en]

Purpose: Our aim was to describe Swedish Healthcare Direct (SHD) and its features as a complex system. Methods: Qualitative interviews were conducted with 20 SHD telenurses, covering their experiences and skills when encountering and advising callers with mental illness. Complexity science was used as an a priori theoretical framework to enhance understanding of the complex nature of telenursing. Results: SHD was described as a complex system as nurses were constantly interacting with other agents and agencies. During these interactions, dynamic processes were found between the agents in which the nurses adapted to every new situation. They were constantly aware of their impact on the care-seekers, and perceived their encounters with callers with psychiatric illness as "balancing on a thin line". SHD was also described as both an authority and a dumping ground. The openness of the system did not give the nurses possibility to control the number of incoming calls and the callers' intentions. Conclusions: These new insights into SHD have important implications for organization developers and nursing management in terms of overcoming linear thinking.

Place, publisher, year, edition, pages
TAYLOR & FRANCIS LTD , 2019. Vol. 14, no 1, article id 1633174
Keywords [en]
Complexity, nurses, organizations, qualitative, telemedicine
National Category
Nursing
Identifiers
URN: urn:nbn:se:uu:diva-390297DOI: 10.1080/17482631.2019.1633174ISI: 000473007100001PubMedID: 31242817OAI: oai:DiVA.org:uu-390297DiVA, id: diva2:1347035
Available from: 2019-08-29 Created: 2019-08-29 Last updated: 2019-08-29Bibliographically approved

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