Engelsk titel: Difficulties in connection with telephone advice as perceived by registered nurses: a literature
study
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Författare:
Ledin, Annica
;
Olsen, Lisbet
;
Josefsson, Karin
Email: karin.josefsson@mdh.se
Språk: Swe
Antal referenser: 41
Dokumenttyp:
Översikt
UI-nummer: 11083467
Sammanfattning
Aim: To deepen the knowledge of difficulties in registered nurses telephone advice and identify possibilities to master these.
Background: Telephone advice increases the accessibility to health care and the streamlined work at primary health care centres.
The goal of telephone advice nursing is to give a correct advice, adapted to the caller’s situation, in order to reach correct care level.
However, nurses’ telephone advice includes risks for misjudgement and may risk the patient safety.
Methods: A systematic and manual literature study was used in CINAHL and Pubmed. A total of 38 studies were identified and 13 articles
were screened in full text.
Findings: Nurses’ had difficulties in telephone advice in following areas: computerized decision aids, non-visual communication, third-part
communication, limited resources, the nurses’ vulnerability, genus and ethnicity, and also ethical questions.
Conclusion: Nurses perceived difficulties in telephone advice. They should take part in the development of computerized decision support and
receive continuous training in communication skills. Nurses’ telephone advice should be facilitated by the existence of an open climate at the
workplace, to discuss and to reflect on difficulties, in order to reach patient safety.