Ström Mayvor, Marklund Bertil, Hildingh Cathrine
Research and Development Unit, Primary Health Care, Halland, Sweden.
Scand J Caring Sci. 2009 Dec;23(4):682-90. doi: 10.1111/j.1471-6712.2008.00661.x. Epub 2009 Oct 5.
Telephone consultations with specially trained nurses are becoming an increasingly common form of care.
To describe patients' perceptions of receiving advice via a medical care help line.
The patients perceived the help line as a professional, reliable and easily accessible asset in everyday life, that self-care is promoted through personal advice and that the help line is a partner with whom one can discuss reflections and feelings. It is also a kind of 'back up'. The advice service is perceived as satisfactory when the nurse is calm, friendly, confirming and shows respect. Compliance and acceptance are enhanced when patients feel involved in the decision-making process. The fact that the service is easily accessible is perceived as simple and time saving.
Seen from the patient's perspective, the telephone contact with the help line is a simple, easily accessible and secure alternative that is appreciated and used. Caring encounters gave rise to feelings, influenced by the agreement between one's own needs and expectations, the encounter between human beings and the care provided. More in-depth studies is needed focusing on the patient's perspective and characterizes of the caring encounter over the telephone.
Improved understanding of the patient's perspective on the care provided leads to increased staff satisfaction and motivation. Care encounters over the phone are common today for nurses and their well-being at work is beneficial for both themselves and the care they provide and thereby for the patients.
与经过专门培训的护士进行电话咨询正日益成为一种常见的护理形式。
描述患者对通过医疗护理帮助热线获取建议的看法。
患者认为帮助热线是日常生活中专业、可靠且易于使用的资源，通过个性化建议可促进自我护理，且帮助热线是一个能与之讨论想法和感受的伙伴。它也是一种“后援”。当护士冷静、友好、肯定且表示尊重时，患者对建议服务感到满意。当患者感觉参与到决策过程中时，依从性和接受度会提高。服务易于使用这一点被认为简单且节省时间。
从患者角度看，与帮助热线的电话联系是一种简单、易于使用且可靠的选择，受到赞赏并被采用。护理接触引发了各种感受，这些感受受到自身需求与期望之间的契合度、人与人之间的接触以及所提供护理的影响。需要开展更深入的研究，聚焦于患者视角以及电话护理接触的特点。
更好地理解患者对所提供护理的看法会提高工作人员的满意度和积极性。如今，护士通过电话进行护理接触很常见，他们在工作中的幸福感对自身、所提供的护理以及患者都有益处。
