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Distriktssköterskornas erfarenheter och reflektioner av telefonrådgivning inom primärvården: en intervjustudie
University of Gävle, Faculty of Health and Occupational Studies, Department of Health and Caring Sciences, Caring science.
2016 (Swedish)Independent thesis Advanced level (professional degree), 10 credits / 15 HE creditsStudent thesis
Abstract [sv]

Bakgrund: Kommunikationen är ett viktigt redskap för sjuksköterskor och inte minst vid telefonrådgivningen som utvecklats under de senaste årtiondena. Syftet med föreliggande studie var att beskriva distriktssköterskornas erfarenheter och reflektioner av telefonrådgivning inom primärvården. Metod: Studien var av kvalitativ ansats med en deskriptiv design. Nio distriktssköterskor intervjuades med hjälp av en semistrukturerad intervjuguide. Kvalitativ innehållsanalys användes som dataanalys. Resultat: Distriktssköterskorna ansåg telefonrådgivning som utmanande då det var många olika patienter, i olika åldrar och med olika vårdbehov som ringde telefonrådgivningen. Arbetet med telefonrådgivning beskrev informanterna som stimulerande då de via telefon hade möjlighet att hjälpa många patienter med enkla medel. Distriktssköterskorna upplevde även arbetet som stressigt vissa dagar. Distriktssköterskorna beskrev att bristen på visualisering i samband med att bedöma vårdbehovet hos patienten som det svåraste med telefonrådgivning. Flera svårigheter som distriktssköterskorna beskrev var att ställa rätt frågor samt svårigheterna med att hantera missnöjda patienter. Informanterna beskrev att de inte endast hade patientens önskemål att tillgodose utan även krav från hälsocentralen då det var brist på tider att boka samt att de fördelade arbetet på hälsocentralen via telefonrådgivningen. Informanterna beskrev arbetet med telefonrådgivning som betydelsefull då det var vägen in på hälsocentralen för patienterna. Slutsats: Distriktssköterskorna beskrev arbetet med telefonrådgivning inom primärvården som utmanande och svårt med begränsade möjligheter att tillgodose allas behov. Distriktssköterskorna som arbetade med telefonrådgivning inom primärvården upplevde liknande svårigheter som sjuksköterskorna på call-centers. Det svåraste distriktssköterskorna upplevde med telefonrådgivning var att de inte fysiskt såg patienten. Distriktssköterskorna upplevde även telefonrådgivningen som betydelsefull och stimulerande. 

Abstract [en]

Background: Communication is an essential tool for nurses, especially when working with the telephone advice nursing (from here on mentioned as telenursing) that has been developed in recent decades. The aim of the present study was to describe the primary healthcare nurse´s experiences and reflections of telenursing in primary healthcare. Method: The present study was of qualitative approach with a descriptive design. Nine primary healthcare nurses was interviewed using a semi-structured interview guide. Qualitative content analysis was used as data analysis. Results: Primary healthcare nurses experienced telenursing as challenging because there were many different patients of different ages and with different health needs who contacted the telenursing. The informants described working with telenursing as stimulating because they easily were able to help many patients. Primary healthcare nurses also experienced the work stressful. The most difficult thing with telenursing described the primary healthcare nurses as the lack of visualization when assessing the need of care. Other difficulties the primary healthcare nurses described were difficulties in dealing with dissatisfied patients and to ask the right questions. The informants described they were not only the patient's wishes to meet. The primary healthcare center made demands of the primary healthcare nurses when it was lack of doctors’ appointments and because the nurses distributed the work on the healthcare center by the telenursing. The informants described the telenursing important because that is the only way for the patient to get an appointment at the healthcare center. Conclusion: The primary healthcare nurses described working with telenursing in primary healthcare as challenging and difficult with limited opportunities to ensure everyone is satisfied. The primary healthcare nurses working with telenursing in primary healthcare experienced similar difficulties as nurses at the call-centers did. The most difficult thing the primary healthcare nurses experienced with telenursing was that they did not met the patient physically. Primary healthcare nurses also experienced telenursing as important and stimulating.

Place, publisher, year, edition, pages
2016. , 35 p.
Keyword [en]
Communication, telephone advice nursing, primary healthcare nurse, primary healthcare
Keyword [sv]
Distriktssköterska, telefonrådgivning, primärvården, kommunikation
National Category
Nursing
Identifiers
URN: urn:nbn:se:hig:diva-22375OAI: oai:DiVA.org:hig-22375DiVA: diva2:967575
Subject / course
Nursing
Educational program
Specialist nursing – master’s programme (one year)
Supervisors
Examiners
Available from: 2016-11-11 Created: 2016-09-09 Last updated: 2016-11-11Bibliographically approved

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