2.50
Hdl Handle:
http://hdl.handle.net/10755/158056
Type:
Presentation
Title:
The Telephone Nursing Process Revealed: Key Factors in Care Delivery
Abstract:
The Telephone Nursing Process Revealed: Key Factors in Care Delivery
Conference Sponsor:Western Institute of Nursing
Conference Year:2006
Author:Greenberg, M. Elizabeth, RNC, PhD
P.I. Institution Name:Carondelet Medical Group
Title:Nurse Triage Manager
Contact Address:2202 N. Forbes Blvd, Tucson, AZ, 85745, USA
Contact Telephone:520-872-7328
Purpose: Millions of individuals have received nursing care and services over the telephone. Considered a viable specialty practice, telephone nursing is delivered in a wide range of settings and provides a variety of services across the life span. To identify and meet the needs of callers, telephone nursing practice is guided by the broad framework of the nursing process. However, there is little evidence regarding the components of this process of care delivery and how they contribute to successful outcomes. To study the effects of telephone nursing care, and to develop appropriate clinical and education interventions, a better understanding of the process is needed. Toward this end, the purpose of this presentation is to report the findings of a study that utilized grounded theory method to identify and describe the core concepts of the telephone nursing process, the relationships among these concepts, and the contextual factors influencing the process. Method: Using the grounded theory method, data were collected in narrative form beginning with initial interviews and followed by theoretical sampling driven by the evolving concepts. Interviews were conducted with ten experienced telephone nurses from four sites. The hours of operation and the populations served varied by site, but all sites included telephone assessment, triage, advice, and teaching. The analytic process involved methodical comparison of all data to identify and validate the concepts, categories, and emerging hypotheses. The process was judged complete when categories were saturated and a model had been developed. Study findings were validated through peer and participant review. Results: The following components were identified and organized into a conceptual model of the telephone nursing process. The process generally proceeds through three specific and goal oriented phases, gathering information to cognitive processing to output. Throughout these phases, the nurse engages in interpreting in which information from the caller is translated into health care language for processing and then health care information is translated back into the language of the caller to identify and meet their needs. Interpreting is a parallel process focusing on both explicit (e.g., verbal, physical) and implicit (non-verbal, contextual) dimensions of the call. Factors influencing the process include prioritization and the level of complexity of the call, resources of the nurse and the organization, and the nurse's desire for validation of the service and the appropriateness of the output.
Implications: The findings of this study are significant for nursing practice beyond the telephone. The model highlights the need for research to further delineate how implicit information is gathered and processed and how it influences output. The findings also indicate that research is needed on communication and interpreting skills, on the value of implicit output, and on the effects of feedback regarding output on nurse performance and satisfaction. The model suggests that more nursing education should be focused on the sub-processes within the three phases, the interpreting process, and implicit aspects of the process. Finally, the model suggests telephone nursing interventions that should be developed. For example, formal feedback regarding the quality of call output should be provided and the value of implicit nursing output should be recognized.
Repository Posting Date:
26-Oct-2011
Date of Publication:
17-Oct-2011
Sponsors:
Western Institute of Nursing

Full metadata record

DC FieldValue Language
dc.typePresentationen_GB
dc.titleThe Telephone Nursing Process Revealed: Key Factors in Care Deliveryen_GB
dc.identifier.urihttp://hdl.handle.net/10755/158056-
dc.description.abstract<table><tr><td colspan="2" class="item-title">The Telephone Nursing Process Revealed: Key Factors in Care Delivery</td></tr><tr class="item-sponsor"><td class="label">Conference Sponsor:</td><td class="value">Western Institute of Nursing</td></tr><tr class="item-year"><td class="label">Conference Year:</td><td class="value">2006</td></tr><tr class="item-author"><td class="label">Author:</td><td class="value">Greenberg, M. Elizabeth, RNC, PhD</td></tr><tr class="item-institute"><td class="label">P.I. Institution Name:</td><td class="value">Carondelet Medical Group</td></tr><tr class="item-author-title"><td class="label">Title:</td><td class="value">Nurse Triage Manager</td></tr><tr class="item-address"><td class="label">Contact Address:</td><td class="value">2202 N. Forbes Blvd, Tucson, AZ, 85745, USA</td></tr><tr class="item-phone"><td class="label">Contact Telephone:</td><td class="value">520-872-7328</td></tr><tr class="item-email"><td class="label">Email:</td><td class="value">mgreenberg@carondelet.org</td></tr><tr><td colspan="2" class="item-abstract">Purpose: Millions of individuals have received nursing care and services over the telephone. Considered a viable specialty practice, telephone nursing is delivered in a wide range of settings and provides a variety of services across the life span. To identify and meet the needs of callers, telephone nursing practice is guided by the broad framework of the nursing process. However, there is little evidence regarding the components of this process of care delivery and how they contribute to successful outcomes. To study the effects of telephone nursing care, and to develop appropriate clinical and education interventions, a better understanding of the process is needed. Toward this end, the purpose of this presentation is to report the findings of a study that utilized grounded theory method to identify and describe the core concepts of the telephone nursing process, the relationships among these concepts, and the contextual factors influencing the process. Method: Using the grounded theory method, data were collected in narrative form beginning with initial interviews and followed by theoretical sampling driven by the evolving concepts. Interviews were conducted with ten experienced telephone nurses from four sites. The hours of operation and the populations served varied by site, but all sites included telephone assessment, triage, advice, and teaching. The analytic process involved methodical comparison of all data to identify and validate the concepts, categories, and emerging hypotheses. The process was judged complete when categories were saturated and a model had been developed. Study findings were validated through peer and participant review. Results: The following components were identified and organized into a conceptual model of the telephone nursing process. The process generally proceeds through three specific and goal oriented phases, gathering information to cognitive processing to output. Throughout these phases, the nurse engages in interpreting in which information from the caller is translated into health care language for processing and then health care information is translated back into the language of the caller to identify and meet their needs. Interpreting is a parallel process focusing on both explicit (e.g., verbal, physical) and implicit (non-verbal, contextual) dimensions of the call. Factors influencing the process include prioritization and the level of complexity of the call, resources of the nurse and the organization, and the nurse's desire for validation of the service and the appropriateness of the output. <br/>Implications: The findings of this study are significant for nursing practice beyond the telephone. The model highlights the need for research to further delineate how implicit information is gathered and processed and how it influences output. The findings also indicate that research is needed on communication and interpreting skills, on the value of implicit output, and on the effects of feedback regarding output on nurse performance and satisfaction. The model suggests that more nursing education should be focused on the sub-processes within the three phases, the interpreting process, and implicit aspects of the process. Finally, the model suggests telephone nursing interventions that should be developed. For example, formal feedback regarding the quality of call output should be provided and the value of implicit nursing output should be recognized.</td></tr></table>en_GB
dc.date.available2011-10-26T20:27:56Z-
dc.date.issued2011-10-17en_GB
dc.date.accessioned2011-10-26T20:27:56Z-
dc.description.sponsorshipWestern Institute of Nursingen_GB
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