ArticleBMJ open2014
A comparison of calls subjected to a malpractice claim versus 'normal calls' within the Swedish healthcare direct: a case-control study.
Article in BMJ open, 2014. The graph could read no effect estimate from its abstract, so it casts no vote on the map. Cited by 14 papers, 1 of them a synthesis that pooled it.
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Who cites it
14 citing papers in PubMed, 1 synthesis or guideline pooled it.
- Factors affecting communication during telephone triage in medical call centres: a mixed methods systematic review.Systematic reviews · 2024Pooled it
- How parents express their worry in calls to a medical helpline: a mixed methods study.BMC primary care · 2022Trial
- Impact of caller's degree-of-worry on triage response in out-of-hours telephone consultations: a randomized controlled trial.Scandinavian journal of trauma, resuscitation and emergency medicine · 2019Trial
- Integrating AI-based triage in primary care: a qualitative study of Swedish healthcare professionals' experiences applying normalization process theory.BMC primary care · 2025Article
- The telephone nursing dialogue process: an integrative review.BMC nursing · 2023Article
- The Role of Telemedicine in Prehospital Traumatic Hand Injury Evaluation.Diagnostics (Basel, Switzerland) · 2023Review
- A survey of nursing teachers' awareness of discrimination and inequity in telephone nursing care.BMC nursing · 2021Article
- Malpractice claimed calls within the Swedish Healthcare Direct: a descriptive - comparative case study.BMC nursing · 2021Article
- Self-rated worry is associated with hospital admission in out-of-hours telephone triage - a prospective cohort study.Scandinavian journal of trauma, resuscitation and emergency medicine · 2020Article
- Article
- Development and content validation of the Telenursing Interaction and Satisfaction Questionnaire (TISQ).Health expectations : an international journal of public participation in health care and health policy · 2019Article
- Giving advice to callers with mental illness: adaptation among telenurses at Swedish Healthcare Direct.International journal of qualitative studies on health and well-being · 2019Article
- Identified obstacles and prerequisites in telenurses' work environment - a modified Delphi study.BMC health services research · 2017Article
- Symptoms of Acute Myocardial Infarction as Described in Calls to Tele-Nurses and in Questionnaires: A Mixed-Methods Study.The Journal of cardiovascular nursingArticle
Corrections and comments
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Authors and funding
4 authors.
Funding
No grant is acknowledged in the PubMed record.
Abstract
objectivesThe purpose of this study is to compare communication patterns in calls subjected to a malpractice claim with matched controls.
settingIn many countries, telephone advice nursing is patients' first contact with healthcare. Telenurses' assessment of callers' symptoms and needs are based on verbal communication only, and problems with over-triage and under-triage have been reported.
participantsA total sample of all reported medical errors (n=33) during the period 2003-2010 within Swedish Healthcare Direct was retrieved. Corresponding calls were thereafter identified and collected as sound files from the manager in charge at the respective call centres. For technical reasons, calls from four of the cases were not possible to retrieve. For the present study, matched control calls (n=26) based on the patient's age, gender and main symptom presented by the caller were collected.
resultsMale patients were in majority (n=16), and the most common reasons for calling were abdominal pain (n=10) and chest pain (n=5). There were statistically significant differences between the communication in the cases and controls: telenurses used fewer open-ended medical questions (p<0.001) in the cases compared to the control calls; callers provided telenurses with more medical information in the control calls compared to the cases (p=0.001); and telenurses used more facilitation and patient activation activities in the control calls (p=0.034), such as back-channel response (p=0.001), compared to the cases.
conclusionsThe present study shows that telenurses in malpractice claimed calls used more closed-ended questioning compared to those in control calls, who used more open-ended questioning and back-channel response, which provided them with richer medical descriptions and more information from the caller. Hence, these communicative techniques are important in addition to solid medical and nursing competence and sound decision aid systems.
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