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Telephone advice nursing--callers' experiences.

A C Wahlberg1, R Wredling

  • 1Department of Nursing, Karolinska Institutet, Box 286, SE-17177 Stockholm, Sweden. anna.carin.wahlberg@omv.ki.se

Journal of Telemedicine and Telecare
|September 26, 2001
PubMed
Summary

Patients value kind advice and easy access when contacting medical call centres. Telephone nurses

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Area of Science:

  • Healthcare Communication
  • Patient Experience Research
  • Nursing Studies

Background:

  • Medical call centres are increasingly important points of patient contact.
  • Understanding patient experiences is crucial for service improvement.

Purpose of the Study:

  • To explore callers' experiences with a medical call centre.
  • To identify key factors influencing satisfaction and dissatisfaction.

Main Methods:

  • A questionnaire was administered to 203 callers.
  • Qualitative analysis of 81 open-ended comments.
  • Categorization of comments into practical and emotional aspects.

Main Results:

  • 69% of comments indicated a satisfactory experience.
  • Unsatisfactory comments primarily related to access issues.
  • Callers stressed the importance of appropriate advice and kind treatment.
  • Security and insecurity were noted across various categories.

Conclusions:

  • Telephone nurses' communication skills significantly impact patient security.
  • Selection, education, and training should prioritize nurses' supportive and communicative roles.
  • Enhancing nurses' interpersonal skills can improve overall patient satisfaction.

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