感受情感关怀：一项探索电话护士处理困难来电经历的定性访谈研究。
To feel emotional concern: A qualitative interview study to explore telephone nurses' experiences of difficult calls.
作者信息
Eriksson Irene, Ek Kristina, Jansson Sofie, Sjöström Ulrika, Larsson Margaretha
机构信息
School of Health and Education University of Skövde Skövde Sweden.
Municipal Home Care Jönköping Sweden.
出版信息
Nurs Open. 2019 Apr 2;6(3):842-848. doi: 10.1002/nop2.264. eCollection 2019 Jul.
Abstract
AIM
To describe telenurses' experiences of difficult calls.
DESIGN
A qualitative approach with a descriptive design was used to gain a deeper understanding of the telenurses' experiences.
METHODS
The data were collected in spring 2017 through semi-structured interviews with 19 telenurses at call centres and primary healthcare centres and were analysed with qualitative content analysis.
RESULTS
Becoming emotionally concerned is central to the telenurse's experiences of difficult calls. Difficult calls are accompanied by feelings such as inadequacy, uncertainty and anxiety, which can be described as emotional tension. Emotional tension refers to situations when the caller's expressed emotions were conveyed to the telenurses and altered their state of mind. The telenurses stated that difficult calls that cause them to become anxious remain in their thoughts and go through their minds repeatedly, making a deep impression.
摘要
目的
描述远程护士处理困难来电的经历。
设计
采用具有描述性设计的定性方法，以更深入地了解远程护士的经历。
方法
2017年春季，通过对呼叫中心和基层医疗中心的19名远程护士进行半结构化访谈收集数据，并采用定性内容分析法进行分析。
结果
产生情感关切是远程护士处理困难来电经历的核心。困难来电伴随着诸如不足感、不确定性和焦虑等情绪，这些可被描述为情绪紧张。情绪紧张指来电者表达的情绪传递给远程护士并改变其心理状态的情况。远程护士表示，使他们感到焦虑的困难来电会留在他们的脑海中，反复在脑海中浮现，留下深刻印象。
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