National Centre for Emergency Primary Health Care, Uni Health, Kalfarveien 31, NO-5018 Bergen, Norway.
Scand J Trauma Resusc Emerg Med. 2011 Sep 5;19:48. doi: 10.1186/1757-7241-19-48.
To investigate how callers understand the information given by telephone by registered nurses in a casualty clinic, to what degree the advice was followed, and the final outcome of the condition for the patients.
The study was conducted at a large out-of-hours inter-municipality casualty clinic in Norway during April and May 2010. Telephone interviews were performed with 100 callers/patients who had received information and advice by a nurse as a sole response. Six topics from the interview guide were compared with the telephone record files to check whether the caller had understood the advice. In addition, questions were asked about how the caller followed the advice provided and the patient's outcome.
99 out of 100 interviewed callers stated that they had understood the nurse's advice, but interpreted from the telephone records, the total agreement for all six topics was 82.6%. 93 callers/patients stated that they followed the advice and 11 re-contacted the casualty clinic. 22 contacted their GP for the same complaints the same week, of whom five patients received medical treatment and one was hospitalised. There were significant difference between the native-Norwegian and the non-native Norwegian regarding whether they trusted the nurse (p = 0.017), and if they got relevant answers to their questions (p = 0.005).
Callers to the out-of-hours service seem to understand the advice given by the registered nurses, and a large majority of the patients did not contact their GP or other health services again with the same complaints.
Medical and communicative training must be an important part of the continuous improvement strategy within the out-of-hour services.
调查在急救诊所中，注册护士通过电话向患者传达信息时，患者理解了多少内容，患者遵循建议的程度，以及患者的最终病情转归。
该研究于 2010 年 4 月至 5 月在挪威一家大型的非工作时间市际急救诊所进行。对 100 名仅通过护士提供信息和建议的来电者/患者进行了电话访谈。从访谈指南中选取了 6 个主题，与电话记录档案进行比较，以检查来电者是否理解了建议。此外，还询问了来电者如何遵循所提供的建议以及患者的病情转归。
在接受访谈的 100 名来电者中，有 99 名表示他们理解了护士的建议，但从电话记录来看，对于所有 6 个主题，总体一致性为 82.6%。93 名来电者/患者表示他们遵循了建议，有 11 名再次联系了急救诊所。22 名患者因相同的投诉在同一周内联系了他们的全科医生，其中 5 名患者接受了治疗，1 名患者住院。在是否信任护士（p = 0.017）以及是否得到了与问题相关的答案（p = 0.005）方面，母语为挪威语的来电者和非母语为挪威语的来电者之间存在显著差异。
急救服务的来电者似乎理解注册护士提供的建议，并且大多数患者不会因相同的投诉再次联系他们的全科医生或其他卫生服务部门。
医疗和沟通培训必须成为非工作时间服务持续改进战略的重要组成部分。
