Eriksson Irene, Wilhsson Marie, Blom Therese, Broo Wahlström Carina, Larsson Margaretha
School of Health Sciences University of Skövde Skövde Sweden.
Primary Child Health Service Care Falköping Sweden.
Nurs Open. 2020 Jun 28;7(6):1671-1679. doi: 10.1002/nop2.549. eCollection 2020 Nov.
To describe telenurses' strategies for managing difficult calls.
Telenursing is a growing and complex area and places great demands on telenurses' knowledge and skills and on their ability to communicate and listen. To become emotionally concerned is central to telenurses' experiences of difficult calls.
A descriptive qualitative study.
The data were collected during February 2017 through individual interviews with 19 telenurses at call centres and primary healthcare centres. Data were analysed with qualitative content analysis.
The analysis revealed an essential strategy illustrated by the theme "to be calm and secure in themselves." Further categories described telenurses' strategies to manage difficult calls, labelled as: "to show commitment and interest," "to have structure in the call and use support systems," "to pause the call" and "to reflect on difficult calls." The results show that telenurses need multiple strategies to help them to navigate difficult calls.
描述远程护士处理困难来电的策略。
远程护理是一个不断发展且复杂的领域，对远程护士的知识、技能以及沟通和倾听能力有很高要求。产生情感共鸣是远程护士处理困难来电经历的核心。
一项描述性定性研究。
2017年2月通过对呼叫中心和基层医疗中心的19名远程护士进行个人访谈收集数据。采用定性内容分析法对数据进行分析。
分析揭示了一个以“保持自身冷静和自信”为主题的基本策略。进一步的类别描述了远程护士处理困难来电的策略，标记为：“表现出投入和兴趣”、“在通话中保持条理并使用支持系统”、“暂停通话”以及“反思困难来电”。结果表明，远程护士需要多种策略来帮助他们应对困难来电。
