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Nurses' perceptions of providing advice via a telephone care line
Research and Development Unit, Primary Health Care, Halland, Sweden.
Research and Development Unit, Primary Health Care, Halland, Sweden.
Research and Development Unit, Primary Health Care, Halland, Sweden.
2006 (English)In: British Journal of Nursing, ISSN 0966-0461, E-ISSN 2052-2819, Vol. 15, no 20, p. 1119-1125Article in journal (Refereed) Published
Abstract [en]

The provision of advice over the telephone in the health service has become more common in the Western world and in Sweden this task is allocated to nurses. There are several million calls a year to the medical care telephone helpline. Nurses answer the calls, provide advice and direct the flow of patients to the most appropriate treatment level. The aim of this study was to describe how nurses perceive their job of providing telephone advice to patients. Interviews with 12 nurses were analyzed using a phenomenographic approach. The nurses perceived their work as stimulating, autonomous and challenging. They also felt exposed because extensive knowledge is required and there is a risk of being criticized, as they are in a front-line position. Nurses who are responsive, determined and not anxious about their prestige can carry out the work well, provided they have a good level of self-awareness. Personal qualities and the confidence of superiors make even an exposed position with considerable requirements manageable.

Place, publisher, year, edition, pages
London: Mark Allen Publishing , 2006. Vol. 15, no 20, p. 1119-1125
Keywords [en]
Telephone advice, Nursing attitudes
National Category
Medical and Health Sciences
Identifiers
URN: urn:nbn:se:hh:diva-515PubMedID: 17170661Scopus ID: 2-s2.0-39049190741Local ID: 2082/856OAI: oai:DiVA.org:hh-515DiVA, id: diva2:237694
Available from: 2007-02-14 Created: 2007-02-14 Last updated: 2018-03-23Bibliographically approved

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Hildingh, Cathrine

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CiteExportLink to record
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Citation style
  • apa
  • harvard1
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf