Abstract
AimTo describe telenurses’ experiences of difficult calls.DesignA qualitative approach with a descriptive design was used to gain a deeper understanding of the telenurses’ experiences.MethodsThe data were collected in spring 2017 through semi‐structured interviews with 19 telenurses at call centres and primary healthcare centres and were analysed with qualitative content analysis.ResultsBecoming emotionally concerned is central to the telenurse’s experiences of difficult calls. Difficult calls are accompanied by feelings such as inadequacy, uncertainty and anxiety, which can be described as emotional tension. Emotional tension refers to situations when the caller’s expressed emotions were conveyed to the telenurses and altered their state of mind. The telenurses stated that difficult calls that cause them to become anxious remain in their thoughts and go through their minds repeatedly, making a deep impression.
Highlights
Telephone triage and advice nursing is a growing and complex part of health care in many Western countries (Souza‐Junior, Mendes, Mazzo, & Godoy, 2016)
Telenursing is a complex area in health care that demands a high level of knowledge in nurs‐ ing and communication (Ernesäter, Engström, Winblad, Rahmqvist, & Holmström, 2016; Greenberg, 2009; Moscato et al, 2007)
The data were collected through semi‐structured interviews, and a qualitative content analysis was performed, as described by Graneheim and Lundman (2004) and Graneheim, Lindgren, and Lundman (2017)
Summary
Telephone triage and advice nursing ( telenursing) is a growing and complex part of health care in many Western countries (Souza‐Junior, Mendes, Mazzo, & Godoy, 2016). This type of commu‐ nication contains an interaction and assessment process for analysing and interpreting the objective and subjective aspects of the caller’s health problem. It takes place in a non‐physical care setting and the lack of visual contact with the callers is challenging for telenurses (Röing & Holmström, 2015). The caregiver’s approach should be holistic, individualized, re‐ spectful and empowering, to provide the callers with person‐centred care (Morgan & Yoder, 2012) Meeting this objective requires that telenurses achieve a continual presence of mind. Promoting individu‐ alized and respectful engagement and involvement with callers can increase their satisfaction and acceptance of the telenurse’s recom‐ mendation (Kaminsky, Röing, Björkman, & Holmström, 2017)
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