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Telefonrådgivning utifrån webbaserat rådgivningsstöd: Sjuksköterskors och distriktssköterskors erfarenheter
Mälardalen University, School of Health, Care and Social Welfare.
Mälardalen University, School of Health, Care and Social Welfare.
2011 (Swedish)Independent thesis Advanced level (degree of Master (One Year)), 10 credits / 15 HE creditsStudent thesis
Abstract [sv]

I bakgrunden presenteras sjuksköterskans och distriktssköterskans ansvarsområde, att arbetet ska utgå från ett etiskt och holistiskt förhållningssätt och främja hälsa genom exempelvis rådgivning. Forskning beskrev att arbetet med telefonrådgivning upplevdes stimulerande samtidigt som det var svårt att vara både grindvakt och vårdare. Som en hjälp i det arbetet kunde beslutsstöd användas, det sågs som ett skyddsnät som kompletterade sjuksköterskans erfarenheter. Det sågs även som ett kvalitétshöjande instrument samt att rädslan för att ta fel beslut och anmälas minskade. Syftet med studien var att beskriva sjuksköterskors och distriktssköterskors erfarenheter av att arbeta med telefonrådgivning utifrån det webbaserade rådgivningsstödet på vårdcentral. För att få fram beskrivningarna användes halvstrukturerade intervjuer som analyserades genom kvalitativ innehållsanalys med induktiv ansats. I resultatet beskrevs det att stödet skapade trygghet då det var en källa till kunskap, ett stöd vid behov, ett bra hjälpmedel och gav bekräftelse. Stödet sågs som otillräckligt och svårarbetat då det var svårnavigerat, tidskrävande, språket satte gränser, det kunde inte ersätta den kliniska blicken och stämde inte med verkligheten. Slutligen beskrevs det att den egna erfarenheten styr hur stödet används. Erfarenheterna var övervägande positiva, men omvårdnadsfokus minskade då dyrbar tid användes till att hantera rådgivningsstödet.

Abstract [en]

In the background we present the responsibilities of nurses and district nurses, namely that the duties will begin with an ethical and holistic point of view, and to promote health through for example giving advice. Research described that working with telephone counselling was perceived as stimulating, though hard being both a gatekeeper and a caretaker. One kind of help in that task could be decision support, it was seen as a safety net and a complement to the experience of the nurse. It was also seen as an instrument to improve quality, as well as reducing the fear of making the wrong decisions and being reported. The purpose of the study was to describe the experience of nurses and district nurses to work with telephone counselling using the web-based counselling support in health centres. To get the descriptions half structured interviews were used, which were analyzed by qualitative content analysis with an inductive approach. It was described in the result that the support created a sense of assurance, because it was a source of knowledge, a support when needed, a good aid, and gave confirmation. The support was also seen as insufficient and not user-friendly, since it was hard to navigate, time consuming, had a language barrier, it could not replace the clinical “eye”, and did not correspond with reality. Lastly it was said that the experience of each individual was a key in how the support was used. Most had positive experiences, but focus from taking care of patients was lost due to valuable time being used for handling the counselling support.

Place, publisher, year, edition, pages
2011. , 34 p.
Keyword [en]
Health centre, Telephone counselling, The experience of district nurses, The experience of nurses, Web-based counselling support
Keyword [sv]
Distriktssköterskors erfarenheter, Sjuksköterskors erfarenheter, Telefonrådgivning, Vårdcentral, Webbaserat rådgivningsstöd
National Category
Nursing
Identifiers
URN: urn:nbn:se:mdh:diva-13287OAI: oai:DiVA.org:mdh-13287DiVA: diva2:456858
Subject / course
Caring Science
Uppsok
Medicine
Supervisors
Examiners
Available from: 2011-11-23 Created: 2011-11-16 Last updated: 2011-11-23Bibliographically approved

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