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Paediatric health calls to Swedish telenurses: a descriptive study of content and outcome
Elenor Kaminsky1, Marianne Carlsson, Anna T Höglund
1Health Services Research, Department of Public Health and Caring Sciences, Uppsala University, Box 564, SE-751 22 Uppsala, Sweden. elenor.kaminsky@pubcare.uu.se
Insights
Mothers and fathers call pediatric nurses equally for sons and daughters. However, mothers often receive self-care advice, while fathers are referred to other services, suggesting a need for improved gender competence in telephone triage.
Area of Science:
- Pediatric healthcare
- Communication in healthcare
- Gender studies in medicine
Background:
- Telephone triage is a common first point of contact for pediatric health concerns.
- Understanding parental communication patterns and telenurse responses is crucial for effective care.
- Previous research has not extensively explored gender dynamics in pediatric telephone triage calls.
Purpose of the Study:
- To analyze gender-based differences in parental calls to pediatric telephone triage.
- To investigate how telenurse advice and referrals vary based on parent and child gender.
- To identify potential areas for improving gender competence in pediatric telephone triage services.
Main Methods:
- Analysis of 110 recorded and transcribed pediatric telephone triage calls from Sweden.
- Data collected included call length, word count, reasons for calls, child demographics (age, gender), and parent demographics (gender).
- Statistical analysis to compare call characteristics and outcomes based on gender.
Main Results:
- Mothers made 73% of calls, but call reasons and frequency did not differ by child gender or age.
- Common call reasons included ear problems, rash/wound, and fever.
- Mothers were more likely to receive self-care advice, whereas fathers were more often referred to other health services.
Conclusions:
- While parents call for similar reasons regardless of child gender, telenurse interactions show gender-based differences.
- Telenurses may require enhanced gender competence training.
- Increasing the number of male telenurses could potentially benefit callers by offering diverse communication styles and perspectives.
Abstract:
We collected data about telephone triage calls concerning children in Sweden. A sample of 110 paediatric calls were recorded. The transcribed data were analysed regarding word count, reasons for calling, results of calls, ages and gender of children, and gender of parents. The median call length was 4.4 min and the median child's age was 3.5 years. Mothers made 73% of calls, but mothers and fathers called to the same extent about daughters and sons, and regardless of age. The most common reasons for calls were ear problems, rash/wound or fever. In nearly half the calls, the telenurses provided self-care advice. Call length, word count or caller's part of word count did not differ according to gender of parents or children. However, mothers were more likely to receive self-care advice while fathers were more often referred to other health services by the telenurses. Telenurses might need to improve their gender competence, and more male telenurses in the service would potentially be beneficial to callers.
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