Abstract

BackgroundA lack of patient safety is a significant global public health challenge and is one of the leading causes of death and disability, entailing significant financial and economic costs. However, patient safety can be improved and patients can avoid being harmed if more knowledge could be gained about what it is that impacts patient safety. Patient safety when receiving telephone advice is an important issue given the increase in digitalization in healthcare services.AimThe aim of this study was to explore district nurses’ (“telenurses”) experiences and perceptions of patient safety when providing health advice over the phone.MethodsData collection was performed using semi-structured interviews and analyzed using qualitative content analysis. The participants (n = 12) were telnurses in primary care.ResultsThe theme “Being able to make the right decision” was formed based on two categories: “Communication” and “Assessment”. Through effective communication with the right conditions to make an assessment, the correct decision can be made when a patient calls, and the district nurse feels that their telephone advice is safe for the patient.ConclusionsPatient safety can be challenged when receiving telephone advice, particularly when they feel stressed due to organizational factors. There is a need to shift from the individual to the organization. Further, while computerized knowledge support generally results in safe decisions, there may also be problems. Hence, it is imperative to develop computerized knowledge support as a part of improved patient safety in telephone advice.

Highlights

  • Telephone advice is often a patient’s first contact with health care for help with their problems

  • Good conditions to make an assessment, the right decision can be made when a patient calls, and the district nurse feels that telephone advice is safe for the patient

  • When there is a lack of communication, telephone advice is not safe for the patient

Read more

Summary

Introduction

Telephone advice is often a patient’s first contact with health care for help with their problems. Computerized knowledge support provides a greater level of certainty when investigating health issues and ensures better quality when offering advice over the phone [4]. The most common Swedish DSS is called the “RGS webb”. The purpose of this service is to help triage patients when they call for help and counseling. According to a Swedish study by Holmström et al [7], multiple factors impact the use of a DSS: extended working experience, lack of time (since a DSS includes larger volumes of text that takes a long time to read) and training in DSS. Patient safety when receiving telephone advice is an important issue given the increase in digitalization in healthcare services

Objectives
Methods
Results
Discussion
Conclusion

Talk to us

Join us for a 30 min session where you can share your feedback and ask us any queries you have

Schedule a call

Disclaimer: All third-party content on this website/platform is and will remain the property of their respective owners and is provided on "as is" basis without any warranties, express or implied. Use of third-party content does not indicate any affiliation, sponsorship with or endorsement by them. Any references to third-party content is to identify the corresponding services and shall be considered fair use under The CopyrightLaw.