School of Health, Care and Social Welfare, Mälardalen University, Västerås, Sweden.
Department of Public Health and Caring Sciences, Uppsala University, Uppsala, Sweden.
J Adv Nurs. 2020 Apr;76(4):1019-1026. doi: 10.1111/jan.14308. Epub 2020 Feb 11.
The aim of this study was to describe telephone nurses' experiences of their encounters with frequent callers to Swedish Healthcare Direct.
A descriptive inductive design with qualitative approach.
Data collection was performed during the period of September 2017 - June 2018. A total of 199 telephone nurses working at 10 Swedish Healthcare Direct sites with different geographical locations in Sweden answered a survey containing seven open-ended questions. Data analysis was performed during the period of September 2018 - June 2019. The answers were analysed using content analysis.
The telephone nurses perceived that the encounters with frequent callers were sometimes frustrating as they felt unable to help. According to the telephone nurses, the frequent callers called about the same issues several times and the calls were often about loneliness and psychiatric problems. The telephone nurses were worried about missing something urgent; one of the aspects leading to this was the perception of knowing the caller. They expressed a wish to know more about frequent callers and strategies for helping them. A common care plan for frequent callers' calls was suggested.
Telephone nurses often found it difficult to handle calls from frequent callers. However, they had a will to care for frequent callers and to learn more about them. Therefore, a common strategy, education and training for telephone nurses in answering calls from frequent callers could be beneficial for both callers and telephone nurses.
This study offers insights to researchers, telephone nurses and managers of telephone nursing, regarding telephone nurses' experiences in handling frequent caller calls. These findings can offer direction for the content of a possible intervention.
本研究旨在描述瑞典医疗保健热线电话护士在应对频繁来电者时的体验。
具有定性方法的描述性归纳设计。
数据收集于 2017 年 9 月至 2018 年 6 月进行。共有 199 名在瑞典不同地理位置的 10 个瑞典医疗保健热线站点工作的电话护士回答了一项包含七个开放式问题的调查。数据分析于 2018 年 9 月至 2019 年 6 月进行。使用内容分析法对答案进行分析。
电话护士们认为，与频繁来电者的接触有时令人沮丧，因为他们觉得无法提供帮助。根据电话护士的说法，频繁来电者会多次就相同的问题打电话，这些电话通常是关于孤独和精神问题的。电话护士担心会错过紧急情况；导致这种情况的一个方面是对来电者的了解。他们表示希望更多地了解频繁来电者，并寻求帮助他们的策略。建议为频繁来电者的来电制定共同的护理计划。
电话护士经常发现处理频繁来电者的电话很困难。然而，他们有照顾频繁来电者的意愿，并希望更多地了解他们。因此，为电话护士提供应对频繁来电者来电的共同策略、教育和培训可能对来电者和电话护士都有益。
本研究为研究人员、电话护士和电话护理管理人员提供了有关电话护士处理频繁来电者来电体验的见解。这些发现可以为可能的干预措施的内容提供方向。
