Influence of self‐care advice on patient satisfaction and healthcare utilization

Gustafsson, Silje; Martinsson, Jesper; Wälivaara, Britt-Marie; Vikman, Irene; Sävenstedt, Stefan

doi:10.1111/jan.12950

Cited by 15 publications

(43 citation statements)

References 36 publications

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“…By enabling the parents to care for their sick children at home, they could reduce healthcare visits. Several studies have shown that telephone advice nursing saves healthcare resources . Telenursing may also contribute to a sustainable health care; in the United Kingdom, the National Health Service describes a vision where health care is given close to where people live and where well‐being is a key component.…”

Section: Discussionmentioning

confidence: 99%

Telenurses’ experiences of monitoring calls to parents of children with gastroenteritis

Sandelius

Wahlberg

2019

Scandinavian Caring Sciences

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Aims and objective To describe telenurses’ experiences of monitoring calls in telephone advice nursing to parents of children with gastroenteritis. Background In previous studies, making monitoring calls is mentioned as a method used by telenurses to assess the need for care. MonitoringTHE terms ‘care‐seekers’, ‘care‐seeker’ and ‘careseekers’ are used inconsistently in the article. Please suggest which one to follow. We suggest Care‐seeker calls in telephone advice nursing have been described as when telenurses call care‐seekers back once or twice after an initial call. Calls from parents of children with gastroenteritis are common, and many of these calls result in telenurses providing self‐care advice. Methods Nineteen telenurses from two healthcare call centres in Sweden were interviewed. Data were analysed using inductive qualitative content analysis. Results One main category, four generic categories and eleven sub‐categories emerged. The telenurses described how working with monitoring calls aimed to provide self‐care at home in a patient‐safe way. Their focus on the parents aimed at increasing their feeling of security and focus on the child aimed at ensuring patient safety. Monitoring calls also provided a learning opportunity for parents and telenurses, and the possibility of relieving pressure on healthcare services. The findings indicate that the use of monitoring calls aims to provide a patient‐safe form of telephone advice nursing. Conclusion This study shows that many parents feel insecure when their child has gastroenteritis, and the use of monitoring calls may be an effective approach to help them feel more secure at home with their sick child.

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Section: Discussionmentioning

confidence: 99%

Telenurses’ experiences of monitoring calls to parents of children with gastroenteritis

Sandelius

Wahlberg

2019

Scandinavian Caring Sciences

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“…In a previous study, a sample of 225 randomly selected callers to the SHD in Northern Sweden were asked whether they agreed to participate in a follow‐up interview study in a questionnaire (c.f. Gustafsson et al., ). The inclusion criteria for participating in the interview study were respondents who agreed to be interviewed and who had received self‐care advice without referral to medical care.…”

Section: Methodsmentioning

confidence: 99%

“…A common line of contact with the healthcare services in Sweden is the national telephone helpline Swedish Healthcare Direct (SHD), where nurses provide medical assessment, guidance and advice. The receiving of self-care advice is a common outcome of telephone nursing, with approximately 30%-50% of calls resulting in self-care advice (Gustafsson, Martinsson, W€ alivaara, Vikman, & S€ avenstedt, 2016;Kaminsky, Carlsson, H€ oglund, & Holmstr€ om, 2010;Str€ om, Baigi, Hildingh, Mattsson, & Marklund, 2011). Reassurance from telephone nursing is the primary factor that influences patient satisfaction (Gustafsson et al, 2016).…”

Section: Introductionmentioning

confidence: 99%

“…The receiving of self-care advice is a common outcome of telephone nursing, with approximately 30%-50% of calls resulting in self-care advice (Gustafsson, Martinsson, W€ alivaara, Vikman, & S€ avenstedt, 2016;Kaminsky, Carlsson, H€ oglund, & Holmstr€ om, 2010;Str€ om, Baigi, Hildingh, Mattsson, & Marklund, 2011). Reassurance from telephone nursing is the primary factor that influences patient satisfaction (Gustafsson et al, 2016). Satisfaction with telephone nursing is important for the practice of selfcare because callers who are satisfied with the nurse interaction are nearly four times more likely to report engaging in self-care (Williams, Warren, McKim, & Janzen, 2012).…”

Section: Introductionmentioning

confidence: 99%

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Need for reassurance in self‐care of minor illnesses

Gustafsson

Sävenstedt

Martinsson

et al. 2018

Journal of Clinical Nursing

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“…Northern Sweden is a large but sparsely populated area with long distances between inhabitants, hospitals and service providers. Data were collected using a questionnaire that was a further development from an existing evaluation of patient satisfaction and healthcare utilization among callers to the SHD, and details regarding the construction and content of the questionnaire has earlier been published in [11].…”

Section: Methodsmentioning

confidence: 99%

Modeling the effects of telephone nursing on healthcare utilization

Martinsson

Gustafsson

2018

International Journal of Medical Informatics

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We present a robust Bayesian ordinal regression model that predicts three-quarters of the patients' healthcare utilization after telephone nursing and we found no evidence of model deficiencies. A patient's compliance to the nurse's recommendation varies and depends on the recommended level of care, its agreement with and level of the patient's prior intention, and the availability of different care options at the time. The model reveals a risk reducing behavior among patients and the effect of the telephone nursing recommendation is 7 times higher than the effect of the patient's intended action prior to consultation if the recommendation is the highest level of care. But the effect of the nurse's recommendation is lower, or even non-existing, if the recommendation is self-care. Telephone nursing was found to have a constricting effect on healthcare utilization, however, the compliance to nurse's recommendation is closely tied to perceptions of risk, emphasizing the importance to address caller's needs of reassurance.

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Influence of self‐care advice on patient satisfaction and healthcare utilization

Abstract: Receiving self-care advice rather than referral to a general practitioner influences patient satisfaction negatively. Feeling reassured after consultation is strongly related to satisfaction, which in turn has been found to increase the likelihood of engaging in self-care behaviour.

Cited by 15 publications

References 36 publications

Telenurses’ experiences of monitoring calls to parents of children with gastroenteritis

Telenurses’ experiences of monitoring calls to parents of children with gastroenteritis

Need for reassurance in self‐care of minor illnesses

Modeling the effects of telephone nursing on healthcare utilization

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