Table 3 Categories
From: The telephone nursing dialogue process: an integrative review
Phase | Categories |
|---|---|
Opening | Welcoming the caller |
Establishing a caring relationship | |
Listening | Inviting the caller to tell their story |
Active listening | |
Confirming understanding | |
Analysing | Gathering information |
Assessing information | |
Verifying and clarifying information | |
Motivating | Reaching a final assessment |
Informing the caller | |
Giving advice and guidance | |
Creating mutual agreement and understanding | |
Supporting the caller | |
Ending | Checking for mutual agreement and understanding |
Giving safety-net advice | |
Monitoring the caller | |
Rounding off |