Change search
CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf
Telefonrådgivning i primärvården: en kvalitativ studie av distriktssköterskors erfarenheter
Dalarna University, School of Education, Health and Social Studies, Caring Science/Nursing.
Dalarna University, School of Education, Health and Social Studies, Caring Science/Nursing.
2020 (Swedish)Independent thesis Advanced level (degree of Master (One Year)), 10 credits / 15 HE creditsStudent thesisAlternative title
Telephone counselling : a qualitative study of district nurses’ experiences (English)
Abstract [sv]

Bakgrund: Telefonrådgivning är idag en stor del av distriktssköterskans arbetsuppgifter i primärvården. Det är en komplex arbetsuppgift som innebär ett vårdmöte via telefon där distriktssköterskan ska kunna bedöma vårdbehov, brådskandegrad, ge egenvårdsråd och samordna med andra vårdgivare. För att patienten ska få en så korrekt bedömning av sitt vårdbehov som det går är det viktigt att distriktssköterskan får relevant information.

Syfte: Denna studie syftar till att beskriva distriktssköterskans erfarenheter av att arbeta i telefonrådgivning i primärvården.

Metod: Studien är kvalitativ intervjustudie med en induktiv ansats. Nio distriktssköterskor intervjuades i tre fokusgruppsintervjuer.

Resultat: Ur analysen framkom sex övergripande kategorier vilka benämndes; Telefonrådgivning kan vara en stor utmaning, Arbetsmiljön i telefonrådgivningen har betydelse för kvaliteten på samtalet, För och nackdelar med datoriserat beslutsstöd, Kunskap och erfarenhet underlättar telefonrådgivningen, Kvalitet på samtal och bedömningar är viktigt, Samtal med tredje part kan påverka utfallet av samtalet.

Konklusion: Denna studie har synliggjort utmaningar i telefonrådgivning vilka kan utgöra risker för patientsäkerheten och den personcentrerade vården. Resultatet kan bidra till att undvika felbedömningar vilket ökar patientsäkerheten och ger samhällsnytta.

Abstract [en]

Background: Telephone counselling is today a major part of the duties for a district nurse in primary care. It is a complex task that incorporates a care meeting via telephone where the district nurse should be able to assess care needs, urgency, give self care advice and coordinate with other care providers. In order for the patient to get a correct assessment of their care needs as it is possible, it is important that the district nurse receive relevant information.

Aim: This study aims to describe the experience of working in telephone counselling for a district nurse in primary care.

Method: The study is a qualitative interview study with an inductive approach. Nine district nurses where interviewed in three focus group interviews.

Result: Six general categories were identified from the analysis, which were named; Telephone counselling can be a major challenge, The working environment in telephone counselling is important for the quality of the call, Pros and cons of computerized decision support, Knowledge and experience facilitates telephone counselling, Quality at calls and assessments are important and Conversations with third parties can affect the outcome of the call.

Conclusion: This study has highlighted challenges in telephone counselling which may pose risks to patient safety and person-centred care. The result can help to avoid misjudgements, which increases patient safety and benefits society.

Place, publisher, year, edition, pages
2020.
Keywords [en]
District nurses Experiences, Primary healthcare, Telephone counselling
Keywords [sv]
Distriktssköterskors erfarenheter, Primärvård, Telefonrådgivning
National Category
Nursing
Identifiers
URN: urn:nbn:se:du-31780OAI: oai:DiVA.org:du-31780DiVA, id: diva2:1390134
Available from: 2020-01-31 Created: 2020-01-31

Open Access in DiVA

fulltext(1254 kB)18 downloads
File information
File name FULLTEXT01.pdfFile size 1254 kBChecksum SHA-512
9e02dc53073f76e873af0a4d479745a3136b0dfb7a753d852799d74295ff704f553f11c4e70c7ab1160ca7d42d70a71365079a23a49f47619cd76a0d4eb91980
Type fulltextMimetype application/pdf

By organisation
Caring Science/Nursing
Nursing

Search outside of DiVA

GoogleGoogle Scholar
Total: 18 downloads
The number of downloads is the sum of all downloads of full texts. It may include eg previous versions that are now no longer available

urn-nbn

Altmetric score

urn-nbn
Total: 77 hits
CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf