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Understanding of and adherence to advice after telephone counselling by nurse: A survey among callers to a primary emergency out-of-hours service in Norway

Bergen Open Research Archive

Show simple item record Hansen, Elisabeth Holm eng Hunskår, Steinar eng 2012-01-10T08:24:52Z 2012-01-10T08:24:52Z 2011-09-05 eng
dc.identifier.citation Scandinavian Journal of Trauma, Resuscitation and Emergency Medicine 2011, 19:48 en
dc.identifier.issn 1757-7241 eng
dc.description.abstract Background: To investigate how callers understand the information given by telephone by registered nurses in a casualty clinic, to what degree the advice was followed, and the final outcome of the condition for the patients. Methods: The study was conducted at a large out-of-hours intermunicipality casualty clinic in Norway during April and May 2010. Telephone interviews were performed with 100 callers/patients who had received information and advice by a nurse as a sole response. Six topics from the interview guide were compared with the telephone record files to check whether the caller had understood the advice. In addition, questions were asked about how the caller followed the advice provided and the patient’s outcome. Results: 99 out of 100 interviewed callers stated that they had understood the nurse’s advice, but interpreted from the telephone records, the total agreement for all six topics was 82.6%. 93 callers/patients stated that they followed the advice and 11 re-contacted the casualty clinic. 22 contacted their GP for the same complaints the same week, of whom five patients received medical treatment and one was hospitalised. There were significant difference between the native-Norwegian and the non-native Norwegian regarding whether they trusted the nurse (p=0.017), and if they got relevant answers to their questions (p=0.005). Conclusion: Callers to the out-of-hours service seem to understand the advice given by the registered nurses, and a large majority of the patients did not contact their GP or other health services again with the same complaints. Practice Implication: Medical and communicative training must be an important part of the continuous improvement strategy within the out-ofhour services. en
dc.language.iso eng eng
dc.publisher BioMed Central eng
dc.relation.ispartof <a href="" target="blank">Monitoring activities in out-of-hours emergency primary care in Norway. A special emphasis on nurses telephone triage and counselling</a> eng
dc.rights Attribution CC BY eng
dc.rights.uri eng
dc.title Understanding of and adherence to advice after telephone counselling by nurse: A survey among callers to a primary emergency out-of-hours service in Norway eng
dc.type Peer reviewed eng
dc.type Journal article eng
dc.subject.nsi VDP::Medical disciplines: 700::Health sciences: 800 eng
dc.subject.nsi VDP::Medical disciplines: 700::Health sciences: 800::Health service and health administration research: 806 eng
dc.rights.holder Copyright 2011 Hansen and Hunskaar; licensee BioMed Central Ltd.
dc.type.version publishedVersion eng
bora.peerreviewed Peer reviewed eng
bora.cristinID 916777 eng
bibo.doi eng
dc.identifier.cristinID 916777 eng

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