Patient Satisfaction With Telephone Nursing
Background: Studies of patient satisfaction with telephone nursing can provide a better understanding of callers' needs and inform the improvement of services. Purpose: This study described patients' experiences and perceptions of satisfaction with telephone nursing. Methods: The design wa...
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Ovid Technologies (Wolters Kluwer Health)
2020
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Online Access: | http://dx.doi.org/10.1097/ncq.0000000000000392 https://journals.lww.com/10.1097/NCQ.0000000000000392 |
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crovidcr:10.1097/ncq.0000000000000392 2024-04-28T08:32:36+00:00 Patient Satisfaction With Telephone Nursing A Call for Calm, Clarity, and Competence Gustafsson, Silje Wälivaara, Britt-Marie Gabrielsson, Sebastian 2020 http://dx.doi.org/10.1097/ncq.0000000000000392 https://journals.lww.com/10.1097/NCQ.0000000000000392 en eng Ovid Technologies (Wolters Kluwer Health) Journal of Nursing Care Quality volume 35, issue 1, page E6-E11 ISSN 1057-3631 General Nursing journal-article 2020 crovidcr https://doi.org/10.1097/ncq.0000000000000392 2024-04-09T07:53:14Z Background: Studies of patient satisfaction with telephone nursing can provide a better understanding of callers' needs and inform the improvement of services. Purpose: This study described patients' experiences and perceptions of satisfaction with telephone nursing. Methods: The design was nonexperimental and descriptive, with an inductive approach. Data were collected using open-ended questions in a questionnaire that was dispatched to 500 randomly selected callers to the Swedish Healthcare Direct in Northern Sweden. Results: Patients' satisfaction with telephone nursing was related to calm, clarity, and competence. Calm referred to the nurse remaining calm and composed during the call. Clarity was described as distinct, concrete, and practical advice on how to act, what to observe, and where to seek further assistance. Competence referred to both health care knowledge and caring skills. Conclusion: These aspects of nursing are dependent on each other and on-call telephone nursing services, which value patient satisfaction need to target all 3. Article in Journal/Newspaper Northern Sweden Ovid Journal of Nursing Care Quality 35 1 E6 E11 |
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General Nursing |
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General Nursing Gustafsson, Silje Wälivaara, Britt-Marie Gabrielsson, Sebastian Patient Satisfaction With Telephone Nursing |
topic_facet |
General Nursing |
description |
Background: Studies of patient satisfaction with telephone nursing can provide a better understanding of callers' needs and inform the improvement of services. Purpose: This study described patients' experiences and perceptions of satisfaction with telephone nursing. Methods: The design was nonexperimental and descriptive, with an inductive approach. Data were collected using open-ended questions in a questionnaire that was dispatched to 500 randomly selected callers to the Swedish Healthcare Direct in Northern Sweden. Results: Patients' satisfaction with telephone nursing was related to calm, clarity, and competence. Calm referred to the nurse remaining calm and composed during the call. Clarity was described as distinct, concrete, and practical advice on how to act, what to observe, and where to seek further assistance. Competence referred to both health care knowledge and caring skills. Conclusion: These aspects of nursing are dependent on each other and on-call telephone nursing services, which value patient satisfaction need to target all 3. |
format |
Article in Journal/Newspaper |
author |
Gustafsson, Silje Wälivaara, Britt-Marie Gabrielsson, Sebastian |
author_facet |
Gustafsson, Silje Wälivaara, Britt-Marie Gabrielsson, Sebastian |
author_sort |
Gustafsson, Silje |
title |
Patient Satisfaction With Telephone Nursing |
title_short |
Patient Satisfaction With Telephone Nursing |
title_full |
Patient Satisfaction With Telephone Nursing |
title_fullStr |
Patient Satisfaction With Telephone Nursing |
title_full_unstemmed |
Patient Satisfaction With Telephone Nursing |
title_sort |
patient satisfaction with telephone nursing |
publisher |
Ovid Technologies (Wolters Kluwer Health) |
publishDate |
2020 |
url |
http://dx.doi.org/10.1097/ncq.0000000000000392 https://journals.lww.com/10.1097/NCQ.0000000000000392 |
genre |
Northern Sweden |
genre_facet |
Northern Sweden |
op_source |
Journal of Nursing Care Quality volume 35, issue 1, page E6-E11 ISSN 1057-3631 |
op_doi |
https://doi.org/10.1097/ncq.0000000000000392 |
container_title |
Journal of Nursing Care Quality |
container_volume |
35 |
container_issue |
1 |
container_start_page |
E6 |
op_container_end_page |
E11 |
_version_ |
1797589730127249408 |