title: It is important that they care - older persons' experiences of telephone advice nursing.
abstract: OBJECTIVE
  The aim of the study was to explore older persons' experiences of telephone advice nursing at primary healthcare centres.
  
  
  BACKGROUND
  Telephone advice nursing is expanding worldwide, and the older population is increasing. Little is known about older persons' experiences of telephone advice nursing provided by primary healthcare.
  
  
  METHODS
  This study has a descriptive design with a qualitative inductive approach.
  
  
  METHODS
  Data were collected via interviews with a purposive sample of 10 older persons in 2014. The data were analysed using qualitative content analysis.
  
  
  RESULTS
  The older persons' experiences were described in two themes: the patient-friendly aspects of telephone advice nursing and the patient-unfriendly aspects of telephone advice nursing. The themes can be understood as two sides of the same coin; the differences point to both the advantages and disadvantages of the service and are further illuminated through seven subthemes.
  
  
  CONCLUSIONS
  This study contributes to increased awareness of the advantages and disadvantages of the telephone advice nursing system as experienced by older persons. To be the focus of attention during calls was highlighted as important; and clear communication was deemed crucial. When the communication between the nurse and the older persons was perceived as good and the perspective of the caller was the focus, an experience of safety and satisfaction was described. Older persons had great confidence in the telephone nurses' competence and perceived their ability to access the service as mostly good, even if it was sometimes difficult to use the service.
  
  
  CONCLUSIONS
  The communicative competence of telephone nurses is essential when providing telephone advice nursing to older persons. In addition, a person-centred approach is important to provide optimal care in telephone advice nursing.
authors.affiliation: School of Health, Care and Social Welfare, Mälardalen University, Västerås, Sweden.|Department of Public Health and Caring Sciences, Uppsala University, Uppsala, Sweden.
authors.forename: Inger K
authors.initials: IK
authors.lastname: Holmström
authors.affiliation: Tunafors primary healthcare centre, Eskilstuna, Sweden.
authors.forename: Mai-Britt
authors.initials: MB
authors.lastname: Nokkoudenmäki
authors.affiliation: Care and treatment, Torshälla, Sweden.
authors.forename: Selma
authors.initials: S
authors.lastname: Zukancic
authors.affiliation: Mälardalen University, Västerås, Sweden.|Faculty of Caring Science, Work Life and Social Welfare, University of Borås, Borås, Sweden.
authors.forename: Annelie J
authors.identifier: http://orcid.org/0000-0002-9194-3244
authors.initials: AJ
authors.lastname: Sundler
mesh_terms: D000328:Adult; D000368:Aged; D005260:Female; D015277:Hotlines; D006801:Humans; D008297:Male; D024802:Nurse's Role; D009723:Nurse-Patient Relations; D010353:Patient Education as Topic / Q000379:methods*; D017060:Patient Satisfaction; D019114:Remote Consultation / Q000379:methods*; D013689:Telephone
keywords: clinical decision-making; communication; nursing; older persons; patient experiences; qualitative methods; telenursing