‘Your ears become your eyes’: managing the absence of visibility in NHS Direct

Pettinari, Catherine Johnson; Jessopp, Lynda

doi:10.1046/j.1365-2648.2001.02031.x

Cited by 100 publications

(150 citation statements)

References 9 publications

Supporting

Mentioning

137

Contrasting

Unclassified

Order By: Relevance

“…(17) "She's somehow more assertive in getting a doctor's appointment." (11) In situations where parents share calling SHD equally, the parent who first becomes aware of the child's symptoms, is at home and is most concerned makes the call.…”

Section: "She Isn't As Strong In the Language As I Am … She Isn't As mentioning

confidence: 99%

“…Examples of dissatisfaction include parents who felt they were not treated with respect [15] , and fathers who rated service quality lower than mothers [16] . To date, however, parents' expectations and experiences of calling SHD seem to be sparsely researched, in contrast to the numerous reports on telenursing work [6,[17][18][19][20] . Parents' views and inherent knowledge [21] are important, as they can contribute to and influence service and safety development.…”

mentioning

confidence: 99%

See 1 more Smart Citation

‘If I didn’t trust Swedish Healthcare Direct, I would never call’ – views of making pediatric health calls

Kaminsky

Carlsson²,

Röing³

et al. 2013

Clinical Nursing Studies

View full text Add to dashboard Cite

The focus of the presented research is parents' expectations and experiences of calling Swedish Healthcare Direct (SHD) regarding pediatric health issues. Telenursing is a rapidly expanding service and SHD handles up to 2.4 million pediatric health calls yearly. Mothers make the majority of the calls and reportedly receive self-care advice more than fathers. Parents' views are important for the development and safe use of telenursing health services. The study is qualitative, with an exploratory and descriptive design. Twenty-one interviews with parents were analysed using content analysis. According to the interviewees, the decision to contact SHD or not is influenced by their degree of worry or trust in the service. Calls are carefully prepared, and who will call is often predetermined and affected by gender. Parents want to be given a chance to speak first in their communication with telenurses. They want to be listened to carefully and to be accorded respect, to have their needs fully explored and to have their concerns relieved. Most parents follow telenurses' recommendations, a few exclusively. Some primarily trust their own intuition. Learning is frequent, implying the public health potential of calls, not least for foreign-born callers. Exploring parents' expectations provides insight into parents' worries, potential to increase parents' learning and may develop their trust in telenurses' recommendations. Telenurses' awareness of gender impact can further develop the telenursing health service in providing safe care on equal terms for a vulnerable patient group, children.

show abstract

Section: "She Isn't As Strong In the Language As I Am … She Isn't As mentioning

confidence: 99%

mentioning

confidence: 99%

‘If I didn’t trust Swedish Healthcare Direct, I would never call’ – views of making pediatric health calls

Kaminsky

Carlsson²,

Röing³

et al. 2013

Clinical Nursing Studies

View full text Add to dashboard Cite

show abstract

“…And the assessment and recommendation is based on what the caller communicates about his/her symptoms, and how well the caller can describe the problem. [4] A common cause for calling is a desire for reassurance and acknowledgement. [2] With limited time, there is a risk that callers will feel that they have not been acknowledged, and not listened to.…”

Section: Introductionmentioning

confidence: 99%

Triage and patient satisfaction among callers in Swedish computer-supported telephone advice nursing

2011

View full text Add to dashboard Cite

SummaryWe investigated satisfaction with a Swedish telenursing service, and the healthcare seeking behaviour among callers who received a less urgent level of healthcare than they expected. A postal questionnaire was sent to a random selection of callers (n=273) to Swedish Healthcare Direct in October 2008. The "cases" were 18 callers where the telenurse recommended a lower level of health care than the caller expected and who were not in complete agreement with the nurse. The "controls" were 22 callers who either received a lower recommendation, or were in disagreement with the recommendation. There were no differences between cases, controls and other callers regarding background factors or the telenurse classification of emergency. However, both cases and controls considered their need for health care as more urgent than the other callers. An independent test of the nurses' reception, ability to listen and to take notice of the callers' health problem, showed that nurses who had served cases, had received a significantly lower rating than other nurses. For nurses who had served controls, there was no such difference in rating. Cases and controls had fewer subsequent care visits than other callers, in the three days following the call, although the proportion of emergency visits was higher among cases and controls compared to other callers. If the caller and the nurse disagree about the nurse's recommendations, the consequence can be a dissatisfied caller and more visits to unnecessary high levels of health care. Further training of the nurses may improve the telenurse service.

show abstract

“…Much of the published literature refers to NHS Direct [9][10][11][12], which was introduced to provide national 24-h telephone advice in order to reduce demand on acute services and promote patient selfmanagement.…”

Section: Introductionmentioning

confidence: 99%

“…Although NHS Direct differs from rheumatology telephone helpline provision, both systems require the use of specific skills to obtain relevant information without visual assessment of the patient [12]. There is evidence to suggest that nurse-led telephone consultations are both effective and safe [7,13].…”

Section: Introductionmentioning

confidence: 99%

A survey of rheumatology nurse specialists providing telephone helpline advice within England and Wales

Thwaites¹,

Ryan²,

Hassell³

2007

Rheumatology

View full text Add to dashboard Cite

Objective. To characterize provision of telephone helpline services in rheumatology units in England and Wales. Methods. A questionnaire study of rheumatology nurse specialists (RNS) providing advice by a designated telephone helpline in England and Wales. Results. Responses were obtained from 164/185 rheumatology units (89%). Of the responding units, 154 (94%) employed RNS and 146 units provided telephone advice either by Allied Health Professionals or RNS. A total of 135 units confirmed that only RNS gave telephone advice via a designated helpline. Completed questionnaires were analysed from 126 RNS working in 121 rheumatology units with a designated telephone helpline. Most RNS implemented both a manned and answerphone helpline service. The average number of calls varied from <10 to >100 per week. Fifty-six percent of RNS had performed an audit of the service. Twenty-four percent possessed helpline protocols or standards. RNS' rheumatology experience ranged from 4 months to 25 yrs. Seventy-five percent had undertaken post registration study. Three out of 126 RNS reported having specific training in giving telephone advice and 25% had received in-house training or supervision. Seventy-eight percent had not been assessed in providing this service. Conclusions. The telephone helpline is an established service in many rheumatology units. Provision varies throughout England and Wales and a lack of protocols, formal training and assessment in giving telephone advice is common. This prompted the Royal College of Nursing Rheumatology Forum to form a working party to compile a guidance document for nurses and practitioners providing telephone advice.

show abstract

‘Your ears become your eyes’: managing the absence of visibility in NHS Direct

Cited by 100 publications

References 9 publications

‘If I didn’t trust Swedish Healthcare Direct, I would never call’ – views of making pediatric health calls

‘If I didn’t trust Swedish Healthcare Direct, I would never call’ – views of making pediatric health calls

Triage and patient satisfaction among callers in Swedish computer-supported telephone advice nursing

A survey of rheumatology nurse specialists providing telephone helpline advice within England and Wales

Contact Info

Product

Resources

About