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När vårdcentralens läkartider inte räcker till: Sjuksköterskors upplevelse av telefonrådgivning när denvårdsökande inte kan beredas tid trots ett medicinskt behov
University of Skövde, School of Life Sciences.
University of Skövde, School of Life Sciences.
2009 (Swedish)Independent thesis Advanced level (degree of Master (One Year)), 10 credits / 15 HE creditsStudent thesisAlternative title
When the healthcare centre does not have sufficient doctor appointments : Nurses´ experiences of giving telephone advice when the callercannot be given an appointment when medically indicated (English)
Abstract [sv]

Telefonen har under de senaste årtiondena blivit ett viktigt redskap i hälso- och sjukvårdens arbete med människor som söker hjälp och råd för medicinska problem. Telefonlinjer till Sveriges vårdcentraler inrättades allmänt på 1970-talet. En betydande del av sjuksköterskornas arbete på vårdcentral består av telefonrådgivning. Den vårdsökande prioriteras och hänvisas till rätt vårdnivå utifrån den bedömning som görs vid dessa samtal. Syftet med studien är att få kunskap om vad sjuksköterskorna upplever när den vårdsökande inte kan beredas tid trots ett medicinskt behov, då läkartiderna inte räcker till på grund av brist på allmänläkare. Tio sjuksköterskor som arbetar med telefonrådgivning på vårdcentral intervjuades. Studien utfördes med en kvalitativ metod med fenomenologisk ansats. I resultatet framkommer att informanterna har flera olika känslomässiga upplevelser. Informanterna upplever att de inte alltid kan uppfylla det vårdgarantin lovar, men att problemet är organisationsrelaterat och ligger utanför deras egen kontroll. Telefonarbetet kan kännas betungande och tanken på hur det går för den vårdsökande finns ibland kvar efter arbetsdagens slut. Erfarenhet och kunskap anses viktigt för att bättre kunna hantera situationen och göra rätt bedömning. Det kollegiala stödet framhålls som betydelsefullt. Det anses viktigt att noggrant dokumentera givna råd och vilka åtgärder som planerats.

Abstract [en]

During the past decades the telephone has become an important tool in the healthcare system when people seek help and advice for medical problems. Telephone lines to all healthcare centres in Sweden were established in the 1970´s. A large part of nurses´ work at a healthcare centre consists of giving telephone advice. The callers´ medical needs are assessed and the callers are referred to the proper level of care. The aim of this study is to find out what nurses experience when the caller cannot be given an appointment, despite a medical need for one, because there are insufficient medical appointments available due to a shortage of general practitioners. Ten nurses working with telephone advice at healthcare centre were interviewed. The study was done with a qualitative method using a phenomenological approach. Results indicate that the informants have several different emotional experiences. The informants experience that they cannot always live up to the care guarantee, but that the problem is organizational and beyond their control. Sometimes telephone work feels heavy, and thoughts of how things go for the caller can continue when the work-day is finished. Experience and knowledge are considered important in order to be able to handle the situation better and to make a correct assessment. Support from colleagues is pointed out as meaningful. It is considered important to carefully document the advice given during the telephone call and which measures are planned.

Place, publisher, year, edition, pages
2009. , 31 p.
Keyword [en]
Telephone nursing, telephone advice, nurse experience, kommunikation, nursing attitudes, medical telephone advice, telephone triage
Identifiers
URN: urn:nbn:se:his:diva-2984OAI: oai:DiVA.org:his-2984DiVA: diva2:212878
Presentation
(English)
Uppsok
medicin
Supervisors
Examiners
Available from: 2009-04-28 Created: 2009-04-24 Last updated: 2009-05-18Bibliographically approved

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CiteExportLink to record
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Cite
Citation style
  • apa
  • harvard1
  • ieee
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  • vancouver
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More styles
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  • nn-NB
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  • Other locale
More languages
Output format
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