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Telephone nursing in Sweden: A narrative literature review

Author

Listed:
  • Elenor Kaminsky
  • Marta Röing
  • Annica Björkman
  • Inger K. Holmström

Abstract

Telephone nursing services are expanding globally. Swedish Healthcare Direct is the largest healthcare provider in Sweden. This paper provides a comprehensive understanding of telephone nursing, as reflected by research on Swedish national telephone nursing, and discusses the findings in relation to international literature. A descriptive, mixed‐studies literature review was conducted. Twenty‐four articles from January 2003 to April 2015 were identified from PubMed, Scopus, and CINAHL, and included. The issues explored in this study are how telephone nursing is perceived by callers, telephone nurses, and managers, and what characterizes such calls. Callers value reassurance, support, respect and satisfaction and involvement in decisions can increase their adherence. The telephone nurses' perspective focused on problems and ethical dilemmas, communication, the decision support tool, and working tasks. The managers' perspective focused on nursing work goals and malpractice claims. Concerning call characteristics, authentic calls, incident reports, and threats to patient safety were considered. Telephone nursing seems safe, but gender can play a role in calls. Future research on caller access, equity, and efficiency, healthcare cost‐effectiveness, distribution, and patient safety is needed.

Suggested Citation

  • Elenor Kaminsky & Marta Röing & Annica Björkman & Inger K. Holmström, 2017. "Telephone nursing in Sweden: A narrative literature review," Nursing & Health Sciences, John Wiley & Sons, vol. 19(3), pages 278-286, September.
    • Handle: RePEc:wly:nuhsci:v:19:y:2017:i:3:p:278-286
    DOI: 10.1111/nhs.12349
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    References listed on IDEAS

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    1. Murdoch, Jamie & Barnes, Rebecca & Pooler, Jillian & Lattimer, Valerie & Fletcher, Emily & Campbell, John L., 2015. "The impact of using computer decision-support software in primary care nurse-led telephone triage: Interactional dilemmas and conversational consequences," Social Science & Medicine, Elsevier, vol. 126(C), pages 36-47.
    2. Buja, Alessandra & Toffanin, Roberto & Rigon, Stefano & Sandonà, Paolo & Carraro, Daniela & Damiani, Gianfranco & Baldo, Vincenzo, 2015. "Out-of-hours primary care services: Demands and patient referral patterns in a Veneto region (Italy) Local Health Authority," Health Policy, Elsevier, vol. 119(4), pages 437-446.
    3. Kaye Knight & Amanda Kenny & Ruth Endacott, 2015. "Assessing clinical urgency via telephone in rural Australia," Nursing & Health Sciences, John Wiley & Sons, vol. 17(2), pages 201-207, June.
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    Cited by:

    1. Anna Carin Wahlberg & Annica Bjorkman, 2018. "Expert in nursing care but sometimes disrespected—Telenurses’ reflections on their work environment and nursing care," Journal of Clinical Nursing, John Wiley & Sons, vol. 27(21-22), pages 4203-4211, November.
    2. Inger K. Holmström & Susan Gustafsson & Josefin Wesström & Karin Skoglund, 2019. "Telephone nurses’ use of a decision support system: An observational study," Nursing & Health Sciences, John Wiley & Sons, vol. 21(4), pages 501-507, December.

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