Perspektiv av att telefontriagera patienter under COVID-19 pandemin - En kvalitativ intervjustudie
(2021) DSKM21 20212Department of Health Sciences
- Abstract (Swedish)
- Telephone triaging is a well-known service that has been developed over many years and
today considered as a major part of nurses work in primary care. During the COVID-19
pandemic the usage of telephone lead communication increased and was described as way to
reduce the risk of viral transmission while at the same time providing quality healthcare. The
purpose of this study was to elucidate the nurses’ perspectives of telephone triaging patients
during the COVID-19 pandemic. Semi structured interviews were conducted with 14 nurses.
The analysis was performed using qualitative content analysis and resulted in two major
themes: the art of diagnosing what you can't see and individual and collective competences of
the triage. The... (More) - Telephone triaging is a well-known service that has been developed over many years and
today considered as a major part of nurses work in primary care. During the COVID-19
pandemic the usage of telephone lead communication increased and was described as way to
reduce the risk of viral transmission while at the same time providing quality healthcare. The
purpose of this study was to elucidate the nurses’ perspectives of telephone triaging patients
during the COVID-19 pandemic. Semi structured interviews were conducted with 14 nurses.
The analysis was performed using qualitative content analysis and resulted in two major
themes: the art of diagnosing what you can't see and individual and collective competences of
the triage. The result concludes that working with telephone triage during the pandemic was
challenging. The keys to a successful triage call are good communication, active listening,
and empathic approach. These factors impact on how the conversation develops and
prerequisite the ability to make accurate assessments of the callers’ problems and symptoms.
The feeling of inadequacy became visible when nurses experienced lack of time or when
wrong patients were prioritized during the COVID-19 pandemic. Clinical experience provides
important knowledge in the absence of visual input. Good colleagues in all professions
facilitated the assessments of nurses in the phone calls and made the work during the COVID19 pandemic easier to handle. When new guidelines constantly revealed during the pandemic
nurses had to find solutions to work pantient-centred and patient-safe. Telephone triaging is a
great part of nurses’ work. Communication and conversation techniques should therefore be
given more educational attention. (Less)
Please use this url to cite or link to this publication:
http://lup.lub.lu.se/student-papers/record/9068045
- author
- Husgafvel, Jenny LU and Karlsson, Linda LU
- supervisor
- organization
- course
- DSKM21 20212
- year
- 2021
- type
- H1 - Master's Degree (One Year)
- subject
- keywords
- Telephone triage, COVID-19 pandemic, nursing, perspective, communication, qualitative research
- language
- Swedish
- id
- 9068045
- date added to LUP
- 2021-11-15 09:08:47
- date last changed
- 2021-11-15 09:08:47
@misc{9068045, abstract = {{Telephone triaging is a well-known service that has been developed over many years and today considered as a major part of nurses work in primary care. During the COVID-19 pandemic the usage of telephone lead communication increased and was described as way to reduce the risk of viral transmission while at the same time providing quality healthcare. The purpose of this study was to elucidate the nurses’ perspectives of telephone triaging patients during the COVID-19 pandemic. Semi structured interviews were conducted with 14 nurses. The analysis was performed using qualitative content analysis and resulted in two major themes: the art of diagnosing what you can't see and individual and collective competences of the triage. The result concludes that working with telephone triage during the pandemic was challenging. The keys to a successful triage call are good communication, active listening, and empathic approach. These factors impact on how the conversation develops and prerequisite the ability to make accurate assessments of the callers’ problems and symptoms. The feeling of inadequacy became visible when nurses experienced lack of time or when wrong patients were prioritized during the COVID-19 pandemic. Clinical experience provides important knowledge in the absence of visual input. Good colleagues in all professions facilitated the assessments of nurses in the phone calls and made the work during the COVID19 pandemic easier to handle. When new guidelines constantly revealed during the pandemic nurses had to find solutions to work pantient-centred and patient-safe. Telephone triaging is a great part of nurses’ work. Communication and conversation techniques should therefore be given more educational attention.}}, author = {{Husgafvel, Jenny and Karlsson, Linda}}, language = {{swe}}, note = {{Student Paper}}, title = {{Perspektiv av att telefontriagera patienter under COVID-19 pandemin - En kvalitativ intervjustudie}}, year = {{2021}}, }