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Distriktssköterskors upplevelser av telefonrådgivning inom primärvården i samtal med människor av annan etnisk bakgrund: En intervjustudie
University of Skövde, School of Health and Education.
University of Skövde, School of Health and Education.
2016 (Swedish)Independent thesis Advanced level (degree of Master (One Year)), 10 credits / 15 HE creditsStudent thesisAlternative title
Ditrict nurses´ experiences of telephone advice nursig in primarycare regarding calls with people of different ethnic background. : An interview study (English)
Abstract [sv]

Bakgrund: Telefonrådgivning är en stor del av distriktssköterskans arbetsuppgifter inom primärvården. Distriktsköterskan ska kunna bedöma vårdbehov samt brådskegrad, informera, undervisa och ge råd per telefon. I takt med ökad invandring i Sverige ökar sannolikt telefonsamtalen till vårdcentralerna från personer med annan etnisk bakgrund. Svårigheter i kommunikationen samt brist på visuell kontakt kan leda till missuppfattningar och risk för felbedömning av patientens ärende. Det är viktigt att distriktssköterskan kan få fram relevant information för att kunna göra en så korrekt bedömning som möjligt av patientens vårdbehov.

Syfte: Syftet med studien var att belysa distriktssköterskors upplevelser av telefonrådgivning inom primärvården i samtal med människor av annan etnisk bakgrund.

Metod: Kvalitativ innehållsanalys med induktiv ansats användes i studien. Sju distriktssköterskor intervjuades.

Resultat: Ur analysen framkom fyra teman vilka benämndes; En fara för patientsäkerheten, Olika synsätt som kolliderar, En resurskrävande utmaning och Skiftande känslor i telefonrådgivningen.

Konklusion: Denna studie har synliggjort svårigheter i telefonrådgivningen med personer med annan etnisk bakgrund, vilket kan utgöra risker för patientsäkerheten. Resultatet kan bidra till ökad medvetenhet om detta samt att det finns behov av att förbättra och anpassa telefonrådgivningen till dessa personer.

Abstract [en]

Background: Telephone advice nursing is a big part of the assignment as a district nurse in primary care. The district nurse must have the ability to assess the urgency and health care need of the patients matter as well as provide information and self-care advice by telephone. As immigration is increasing in Sweden the calls to primary care from people with different ethnical background are most likely to increase along with it. Difficulties in communication and lack of visual contact might lead to misunderstanding and miscalculation regarding the patients matter. It is important that the district nurse can extract relevant information about the patient in order to assess the health care need.       Aim: The aim of the study was to illuminate the district nurses' experiences of telephone advice nursing in primary care regarding calls with people of different ethnic background. Method: A qualitative content analysis with an inductive approach was used in the study. The data was collected through interviews with seven district nurses. Results: The analysis revealed four themes; A threat to patient safety, Different points of view that collides, A challenge that require resources, Shifting emotions in telephone advice nursing.                                                                                                                                                     Conclusion: This study made it visible that there are difficulties in telephone advice nursing regarding calls with people who have different ethnic background, which could be a threat to patient safety. The result can provide increased awareness to this problem, and that telephone advice nursing to this group of people needs to be improved and adjusted.

 

Place, publisher, year, edition, pages
2016. , 27 p.
Keyword [en]
District nurses experiences, Telephone advice nursing, Ethnicity, Conversation, Health care needs
Keyword [sv]
Distriktssköterskors upplevelser, Telefonrådgivning, Etnicitet, Samtal, Vårdbehov
National Category
Nursing
Identifiers
URN: urn:nbn:se:his:diva-12287OAI: oai:DiVA.org:his-12287DiVA: diva2:929993
Subject / course
Nursing/Nursing Science
Educational program
Primary Health Care - Specialist Nursing Programme
Supervisors
Examiners
Available from: 2016-06-08 Created: 2016-05-20 Last updated: 2016-06-08Bibliographically approved

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Citation style
  • apa
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