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Callers´perceptions of their contact with a rheumatology telephone helpline
Halmstad University, School of Health and Welfare, Centre of Research on Welfare, Health and Sport (CVHI), Health and Nursing.ORCID iD: 0000-0001-5647-086X
Spenshult Research and Development Centre, Halmstad, Sweden & Swedish Rheumatism Association, Stockholm, Sweden.
Spenshult Research and Development Centre, Halmstad, Sweden & The Sahlgrenska Academy, University of Gothenburg, Gothenburg, Sweden.ORCID iD: 0000-0002-6294-538X
2019 (English)In: Musculoskeletal Care, ISSN 1478-2189, E-ISSN 1557-0681, Vol. 17, no 1, p. 105-112Article in journal (Refereed) Published
Abstract [en]

Background: Telephone helplines are useful for improving patients' access to healthcare services and reducing the need for frequent face‐to‐face contact with healthcare professionals. Little is known about how people who phone a helpline perceive the encounter.

Objectives: The aims of the present study were to describe the variation in how callers perceive their encounter with a rheumatology telephone helpline.

Methods: The  study  had  a  descriptive,  qualitative  design  and  used  a phenomenographic approach, comprising 27 semi‐structured telephone interviews with callers to Rheuma Direct, a rheumatology telephone helpline with specially trained nurses. The callers comprised 22 women and five men, aged 22–89 years (mean 54 years).

Results: The callers phoned Rheuma Direct when they had problems obtaining answers to questions on the internet or from healthcare professionals. Three descriptive categories emerged: constructive dialogue, specialized competence and applicability. The callers perceived that it was a constructive dialogue when they were able to discuss their concerns with someone, received emotional support, felt reassured and were satisfied with the information provided. They perceived specialized competence when the nurses were experienced and skilful, the advice provided complemented previously received information and when they had more knowledge after the call. The callers perceived that Rheuma Direct had applicability because it was easy to access and they could make different choices before, during and after the telephone call. 

Conclusions: Callers to a rheumatology telephone helpline perceived it as a valuable complement to other sources of information, and felt that it could provide them with the tools to manage their disease better, as well as future contacts with healthcare professionals. © 2018 The Authors Musculoskeletal Care published by John Wiley & Sons Ltd.

Place, publisher, year, edition, pages
Oxford: John Wiley & Sons, 2019. Vol. 17, no 1, p. 105-112
Keywords [en]
nurse, qualitative research, rheumatology
National Category
Nursing
Identifiers
URN: urn:nbn:se:hh:diva-38460DOI: 10.1002/msc.1374PubMedID: 30468564Scopus ID: 2-s2.0-85057111450OAI: oai:DiVA.org:hh-38460DiVA, id: diva2:1267244
Note

Funding: Swedish Rheumatism Association (grant number: R‐558491) & Spenshult Research and Development Centre

Available from: 2018-11-30 Created: 2018-11-30 Last updated: 2019-03-29Bibliographically approved

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Arvidsson, SusannBergman, Stefan

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