Mayvor Strom, Bertil Marklund and Cathrine Hildingh
Primary Health Care, Sweden University of Gothenburg, Sweden Halmstad University, Sweden
Scientific Tracks Abstracts: J Diabetes Res Endocrinol
Background: Telephone consultations with specially trained nurses are becoming an increasingly common form of care. Aim: To describe patients��? perceptions of receiving advice via a medical care help line. Results: The patients perceived the help line as a professional, reliable and easily accessible asset in everyday life, that self-care is promoted through personal advice and that the help line is a partner with whom one can discuss reflections and feelings. It is also a kind of ��?back up�. The advice service is perceived as satisfactory when the nurse is calm, friendly, confirming and shows respect. Compliance and acceptance are enhanced when patients feel involved in the decision-making process. The fact that the service is easily accessible is perceived as simple and time-saving. Conclusions: Seen from the patient��?s perspective, the telephone contact with the help line is a simple, easily accessible and secure alternative that is appreciated and used. Caring encounters gave rise to feelings, influenced by the agreement between one��?s own needs and expectations, the encounter between human beings and the care provided. More in-depth studies is needed focusing on the patient��?s perspective and characterises of the caring encounter over the telephone. Relevance to Clinical Nursing: Improved understanding of the patient��?s perspective on the care provided leads to increased staff satisfaction and motivation. Care encounters by phone are common today for nurses and their well-being at work is beneficial for both them and the care they provide and thereby for the patients. Triage help line nurse advice patients��? perspective telephone care phenomenography callers perspective tele-nursing
Mayvor Strom has completed her PhD from the Sahlgrenska Academy, Sweden in 2009. She is a Trained Nurse/Midwife in service with a Master’s degree in Environmental Medicine. She has lot of experience in advising patients regarding medical care over telephone (helpline). She thinks that the daily care meeting is crucial and a very important part of overall care.