Role of interaction for caller satisfaction in telenursing—A cross‐sectional survey study

Abstract

Aims and objectives:The aim of this study was to explore caller satisfaction with interaction, and the association to overall satisfaction with calls. Background:In the era of expanding healthcare at distance, the telephone remains a common tool for the provision of nursing care. Interaction between telenurse and caller in telenursing is vital for safety, satisfaction and adherence reasons. Few studies have quantitatively explored interaction in calls and how it relates to overall satisfaction with calls.Design: Cross-sectional survey study with a deductive approach.Methods: A total of 466 callers to the Swedish Medical Advisory Service completed the Telenursing Interaction and Satisfaction Questionnaire. Satisfaction with four theoretically defined components of interaction were compared using repeated measures ANOVA. Associations between satisfaction with interaction and overall satisfaction with calls were evaluated with ordinal logistic regression models with and without adjustment for age, sex, health status, waiting time, time for call, main result of the call and expectations. The study followed the STROBE checklist.Results: Callers were most satisfied with affective support, followed by professionaltechnical competence, health information and decisional control-in that order. A summated score of satisfaction with interaction was positively and significantly associated with overall satisfaction with calls before and after adjustment for waiting time, main result of call and variables related to the individual caller.Conclusions: Caller satisfaction with interaction is generally high but can be improved, especially regarding decisional control. Satisfaction with interaction is important for overall satisfaction with calls.

The telephone nursing dialogue process: an integrative review

“…The nurse starts by greeting the caller and introducing him/herself by name and title [ 2 , 25 – 27 ] and gathers personal details [ 28 – 30 ]. The caller should be greeted in a friendly and respectful manner to facilitate connection with the caller [ 6 , 19 , 31 – 39 ]. This implies that the nurse uses a friendly tone of voice [ 2 , 27 , 30 – 32 ], is present and listening [ 2 , 19 , 32 , 34 , 40 ], remains calm and understanding [ 19 , 32 , 34 – 36 , 38 – 40 ] and displays a willingness to help [ 31 , 41 ].…”

“…Forming an alliance with the caller is important for establishing trust and confidence so that the caller feels free to present the problem and reason for calling [ 2 , 5 , 25 , 26 , 30 , 31 , 34 , 38 , 39 , 45 – 51 ]. The first impression is crucial for gaining the caller’s confidence, and trust and confidence are easily lost if the nurse is stressed or behaves in an unprofessional way [ 31 , 45 , 46 , 49 ].…”

“…The caller is given time and space to speak [ 28 – 30 , 33 , 40 , 45 , 51 , 53 ]. The nurse is active and responsive in listening [ 38 , 39 , 43 , 58 ]. One way of doing this is to use support signals, like “OK?”.…”

“…It is essential that the nurse is aware of the caller’s exposed position and shows respect by placing the caller at the centre of attention [ 46 ], taking the caller seriously [ 6 , 31 , 35 , 46 ], respecting each person as unique [ 31 , 46 , 47 ] and confirming the caller’s emotions about the concern [ 31 ]. The nurse shows interest in the patient’s story, allows them to speak without interruption and is genuine, sensitive and responsive [ 31 , 32 , 38 , 39 , 43 , 53 , 61 – 64 ]. Showing interest signals a will to understand [ 43 ] beyond the purely medical aspects of the caller’s situation [ 31 ], as well as a will to help [ 65 ].…”

"I'm calling for hope, comfort and maybe some advice..." : Interaction and caller satisfaction in telenursing

“…The association between satisfaction with interaction (TISS scale scores) and overall satisfaction with the call (n=466). (Mattisson et al, 2022) Step I: Unadjusted (univariate) regression model 1,3 Step II: Adjusted (multiple) regression model…”