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Perspektiv av att telefontriagera patienter under COVID-19 pandemin - En kvalitativ intervjustudie

Husgafvel, Jenny LU and Karlsson, Linda LU (2021) DSKM21 20212
Department 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:
author
Husgafvel, Jenny LU and Karlsson, Linda LU
supervisor
organization
course
DSKM21 20212
year
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}},
}