Mayvor Ström
Primary Health Care, Sweden
Title: Callers’ perceptions of receiving advice via a medical care help line
Biography
Biography: Mayvor Ström
Abstract
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 are 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.