Table 1 Summary of included articles
From: The telephone nursing dialogue process: an integrative review
Author (year). Country | Design | Approach | Sample | Focus |
|---|---|---|---|---|
Berntsson et al. (2022). Sweden | Descriptive | Qualitative | 12 nurses | Exploring nurses’ experiences and perceptions of patient safety when providing health advice over the phone |
Björkman et al. (2018). Sweden | Descriptive | Qualitative | 20 nurses | Nurses´ experiences of encountering callers with mental illnesses. |
Björkman et al. (2019). Sweden | Descriptive | Qualitative | 20 nurses | Describing the SHD and its features as a complex system. |
Bonander (2007). Sweden | Descriptive | Qualitative | 10 callers | Patients’ experiences of the caring relationship in telenursing |
de Almeida Barbosa et al. (2016). Brazil | Literature review | Qualitative | 10 studies | Identifying scientific evidence about the communication process in Telenursing |
Derkx et al. (2009). The Netherlands | Quasi-Experimental | Quantitative | 357 calls | Assessing the quality of communication skills of triagists, working at out-of-hours (OOH) centres |
Engeltjes et al. (2023). | Descriptive | Qualitative | 20 callers | Exploring patients’ experiences with obstetric telephone triage |
Ericsson et al. (2019). Sweden | Descriptive | Qualitative | 30 callers | The interaction between tele-nurses and callers with an evolving myocardial infarction |
Eriksson et al. (2020). Sweden | Descriptive | Qualitative | 19 nurses | Nurses’ strategies for managing difficult calls. |
Ernesäter et al., (2012). Sweden | Descriptive | Qualitative and Quantitative | 33 malpractice claims | Characteristics of malpractice claims following calls to the SHD during 2003–2010 |
Ernesäter et al., (2014). Sweden | Case-Control | Quantitative | 33 malpractice claims and 26 matched control calls | Comparing communication patterns in calls subjected to a malpractice claim with matched controls |
Ernesäter et al., (2016). Sweden | Mixed method | Qualitative and Quantitative | 25 calls | Nurses’ communication and response to callers’ concern |
Gamst-Jensen et al. (2017). Denmark | Mixed method | Qualitative and Quantitative | 327 calls/19 patients | Communication patterns contributing to under-triage in a regional OOH service |
Graversen et al. (2019). Denmark. | Instrument development | Quantitative | n/a | Development of an assessment tool assessing the quality of communication, patient safety and efficiency of telephone triage |
Graversen et al. (2020). Denmark | Quasi-Experimental | Quantitative | 1294 calls | Quality of communication in telephone triage |
Greenberg (2009). United States | Descriptive | Qualitative | 10 nurses | Development of a theoretical model of the process of telephone nursing |
Gustafsson et al. (2018). Sweden | Descriptive | Qualitative | 10 callers | Describing callers’ needs for reassurance when receiving self-care advice for minor illnesses |
Gustafsson et al. (2020). Sweden | Descriptive | Qualitative | 123 callers | Callers’ experiences and perceptions of satisfaction with telephone nursing. |
Holmström & Höglund (2007). Sweden | Descriptive | Qualitative | 12 nurses | Ethical dilemmas in telephone nursing |
Holmström et al. (2016). Sweden | Descriptive | Qualitative | 10 callers | Older persons’ experiences of telephone advice nursing |
Holmström et al. (2017). Sweden | Descriptive | Qualitative | 10 nurses | Nurses’ experiences of frequent callers to primary healthcare centres |
Holmström et al. (2020). Sweden | Descriptive | Qualitative | 24 nurses | Nurses’ experiences of using a clinical decision support system for triage of emergency calls |
Holmström et al. (2022). Sweden | Descriptive | Qualitative | 24 nurses | Nurses’ strategies for handling difficult calls to emergency medical dispatch centres |
Johnson et al. (2015). Sweden | Instrument development | Quantitative | n/a | Developing a self-assessment tool aiming to raise nurses’ awareness of their communication and interpersonal competence |
Jones et al. (2012). Australia | Literature review | Qualitative | Unknown | Exploring the dimensions of caring in the telenursing environment |
Kaminsky et al. (2009). Sweden | Descriptive | Qualitative | 12 nurses | Nurses’ understanding of their work |
Kaminsky et al. (2013). Sweden | Descriptive | Qualitative | 21 callers | Parents’ expectations and experiences of telenursing regarding paediatric health issues |
Kaminsky et al. (2014). Sweden | Descriptive | Qualitative | 23 managers | Managers perceptions’ of the goals of telephone nursing work |
Kaminsky et al. (2017). Sweden | Literature review | Qualitative | 24 studies | Providing a comprehensive understanding of telephone nursing in Sweden |
Kaminsky et al. (2020). Sweden | Descriptive | Qualitative | 12 nurses | Nurses´ views on telephone nursing for patients with respiratory tract infections in primary healthcare |
Kvilén Eriksson et al. (2015). Sweden | Descriptive | Qualitative | 10 callers | Parents’ experiences of monitoring calls in children with gastroenteritis |
Larsson et al. (2022). Sweden | Descriptive | Qualitative | 11 nurses | Nurses’ experiences of managing calls with patients affected by mental illness in primary healthcare |
Landqvist(2011). Sweden | Descriptive | Qualitative | n/a | The professional use of feedback signals in medical advice calls |
Leppänen (2010). Sweden | Descriptive | Qualitative | 276 calls / 18 nurses | Power in social interaction between nurses and callers in telenursing |
Lopriore et al. (2017). Australia | Descriptive | Qualitative | 196 calls | Exploring how healthcare is delivered over the telephone |
Lopriore et al. (2019). Australia | Descriptive | Qualitative | 196 calls | Exploring the accomplishment of physical examination on a health helpline. |
Mattisson et al. (2023). Sweden | Instrument development | Quantitative | 616 callers | Psychometric evaluation of the Telenursing Interaction and Satisfaction Scale (TISS) |
Mattisson et al. (2023). Sweden | Descriptive | Quantitative | 466 callers | Role of interaction for caller satisfaction in telenursing |
Morgan & Muskett (2020). United Kingdom | Descriptive | Qualitative | Unknown | Interactional misalignment in the UK NHS 111 healthcare telephone triage service |
Murdoch et al. (2014). United Kingdom | Descriptive | Qualitative | 51 calls | Comparing doctors and nurses communication with patients in primary care telephone triage consultations. |
Murdoch et al. (2015). United Kingdom | Descriptive | Qualitative | 22 calls | The impact of using computer decision-support software in primary care nurse-led telephone triage |
Nagel & Penner (2016). Canada | Literature review | Qualitative | 8 studies | Conceptualizing Telehealth in Nursing Practice |
Pettinari & Jessop (2001). United Kingdom | Descriptive | Qualitative | 12 nurses | Nurses’ perceptions of interactional practices to manage the absence of visual cues in telephone nursing |
Purc-Stephenson & Thrasher (2010). Canada | Literature review | Qualitative | 16 studies | Nurses’ experiences with telephone triage and advice and factors that facilitate or impede their decision-making process |
Rysst Gustafsson & Eriksson (2020). Sweden | Literature review | Qualitative | 30 studies | Factors that indicate quality in telephone nursing |
Röing & Holmström (2015). Sweden | Descriptive | Qualitative | 6 nurses/5 managers | Malpractice Claims in Swedish Telenursing |
Röing et al. (2013). Sweden | Descriptive | Qualitative | 6 nurses/121 calls | Threats to patient safety in Nurses’ dialogues with callers |
Sandelius & Wahlberg (2019). Sweden | Descriptive | Qualitative | 19 nurses | Nurses’ experiences of monitoring calls to parents of children with gastroenteritis |
Sands et al. (2013). Australia | Descriptive | Qualitative | 197 calls | to identify and articulate how mental health telephone triage clinicians manage psychiatric crisis and emergency via the telephone |
Skogevall et al. (2020). Sweden | Descriptive | Qualitative | 199 nurses | Telephone nurses’ experiences in their encounters with frequent callers |
Smits et al. (2017). The Netherlands | Instrument development | Quantitative | 114 calls | Development of an instrument to assess the quality of telephone triage in out-of-hours primary care services |
Snelgrove (2009). United Kingdom | Descriptive | Qualitative | 13 nurses | The ways nurses construct a nursing identity and shape their work in a call-centre environment |
Ström et al. (2006). Sweden | Descriptive | Qualitative | 12 nurses | Nurses’ perceptions of providing advice via a telephone care line |
Ström et al. (2009). Sweden | Descriptive | Qualitative | 12 callers | Callers’ perceptions of receiving advice via a medical care help line |
Wahlberg & Wredling (2001). Sweden | Descriptive | Qualitative and Quantitative | 144 callers | Callers’ experiences of telephone advice nursing |
Wahlberg et al. (2003). Sweden | Descriptive | Qualitative and Quantitative | 25 nurses | Telephone nurses’ experience of problems with telephone advice in Sweden |
Wahlberg et al. (2005). Sweden | Descriptive | Qualitative | 7 nurses | Exploring what telephone nurses base their assessments on |
Valanis et al. (2007). United States | Descriptive | Quantitative | 1782 callers | Aspects of the advice call process and predictors of caller follow-through |
Vilstrup et al. (2019). Denmark | Descriptive | Quantitative | 200 calls | Comparing communicative parameters in general practitioner led and nurse led telephone triage |
Wouters et al. (2020). The Netherlands | Descriptive | Qualitative | 24 nurses | Nurses’ clinical reasoning and decision-making during conversations with callers suspected of having acute cardiac events |
Wärdig et al. (2022). Sweden | Descriptive | Qualitative | 15 nurses | Nurses’ experiences of suicide risk assessment in telenursing |
Yliluoma & Palonen (2019). Finland | Descriptive | Qualitative | 9 nurses | Nurses’ experiences of interaction with patients and family members |