Callers' perceptions of receiving advice via a medical care help line.
BACKGROUND
Telephone consultations with specially trained nurses are becoming an increasingly common form of care.


OBJECTIVE
To describe patients' perceptions of receiving advice via a medical care help line.


RESULTS
The patients perceived the help line as a professional, reliable and easily accessible asset in everyday life, that self-care is promoted through personal advice and that the help line is a partner with whom one can discuss reflections and feelings. It is also a kind of 'back up'. The advice service is perceived as satisfactory when the nurse is calm, friendly, confirming and shows respect. Compliance and acceptance are enhanced when patients feel involved in the decision-making process. The fact that the service is easily accessible is perceived as simple and time saving.


CONCLUSIONS
Seen from the patient's perspective, the telephone contact with the help line is a simple, easily accessible and secure alternative that is appreciated and used. Caring encounters gave rise to feelings, influenced by the agreement between one's own needs and expectations, the encounter between human beings and the care provided. More in-depth studies is needed focusing on the patient's perspective and characterizes of the caring encounter over the telephone.


CONCLUSIONS
Improved understanding of the patient's perspective on the care provided leads to increased staff satisfaction and motivation. Care encounters over the phone are common today for nurses and their well-being at work is beneficial for both themselves and the care they provide and thereby for the patients.
Ström
Mayvor
M
Research and Development Unit, Primary Health Care, Halland, Sweden. mayvor.strom@lthalland.se
Marklund
Bertil
B
Hildingh
Cathrine
C
D000328:Adult; D001294:Attitude to Health; D003376:Counseling; D003695:Delivery of Health Care / Q000379:methods*; D005260:Female; D006379:Helping Behavior; D015277:Hotlines; D006801:Humans; D008297:Male; D008875:Middle Aged; D009723:Nurse-Patient Relations; D017060:Patient Satisfaction; D055815:Young Adult