An examination of adherence strategies and challenges in poison control communication.
BACKGROUND
The principal objective of this study was to characterize how nurses and pharmacists at a poison control center (PCC) determine the likelihood of caller adherence to a health care facility referral.


METHODS
A focus group was conducted with 6 nurses and 4 pharmacists from a regional PCC. Content analysis was used to determine themes within the discussion. All participants were certified as specialists in poison information (SPIs).


RESULTS
Four themes were identified: (1) SPIs' generation of informal "likelihood-of-adherence" assessments as to whether a caller will follow the recommendation to go to a health care facility, (2) SPI communication strategies used to promote adherence, (3) behavior of SPIs during periods of high call volume, and (4) communication training for PCC staff members.


CONCLUSIONS
This pilot study provides insights in SPIs' current assessment and communication, particularly those related to promoting caller adherence to recommendations.
Ellington
Lee
L
College of Nursing, University of Utah, 10 S 2000 East, Salt Lake City, UT 84112, USA. lee.ellington@nurs.utah.edu
Sheldon
Lisa Kennedy
LK
Matwin
Sonia
S
Smith
Jackie A
JA
Poynton
Mollie Merkley
MM
Crouch
Barbara Insley
BI
Caravati
E Martin
EM
D003142:Communication; D006293:Health Promotion; D006801:Humans; D010349:Patient Compliance; D010353:Patient Education as Topic; D010865:Pilot Projects; D011041:Poisoning / Q000517:prevention & control*; D013689:Telephone