Sjuksköterskans syn på svårigheter i telefonrådgivning
En litteraturstudie.
PerceptionTelenursingTelephone consultationLiterature reviewSvårigheterSjuksköterskorTelefonrådgivningLitteraturstudie.
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 the caller a correct advice, adapted to the caller?s situation, in order to reach correct care level. However, registered nurse?s telephone advice includes risks for misjudgement. Aim.The aim was to describe the view of registered nurse?s telephone advice at primary health care centres and call canters. The issues were if registered nurse perceived difficulties in their telephone advice and in that case, which the difficulties are. Method.A literature study was used, with systematic search in Cinahl and Pubmed, and also a manual search. In total 13 articles were included in this study. Content analysis was used. Results.Registered nurse?s had difficulties in telephone advice in following areas: computerized decision aids, non-visual communication, third-part communication, limited resources, the registered nurse's vulnerability, genus and ethnicity, and also ethical questions. Conclusion.Registered nurses perceive difficulties in telephone advice. Registered nurses should take part in the development of computerized decision support and receive continuous training in communication skills. Registered nurse?s telephone advice should be facilitated by the existence of an open climate at the workplace, to discuss and to reflect on difficulties in telephone advice. Keywords.Perception, telenursing, telephone consultation, literature review.