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Tele-health: lessons and strategies from specialists in poison information
Erin W Rothwell1, Lee Ellington, Sally Planalp
1College of Nursing, University of Utah, Salt Lake City, UT, USA. erin.rothwell@nurs.utah.edu
Objective:
The use of the telephone for providing healthcare is growing. The aim of this exploratory study was to describe tele-health lessons and strategies as discussed by specialists who provide information and recommendations on poison control hotlines.
Methods:
Three focus groups of 25 participants who work as specialists in poison information in poison control centers were conducted. Group discussions were analyzed using qualitative content analysis.
Results:
Themes that emerged from the data on strategies for telephone communication include: taking control of the call, developing a therapeutic relationship, tailoring communication to fit each caller, preventing information overload, confirming caller understanding, and hands-on training for the development of telephone communication skills.
Conclusion:
Specialists in poison information identified challenges specific to communicating with patients over the telephone and reported several types of strategies they used to manage them.
Practice Implications:
Telephone communication training may be needed to assist health care providers in improving their communication skills.
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