ArticleNursing open2019
To feel emotional concern: A qualitative interview study to explore telephone nurses' experiences of difficult calls.
Article in Nursing open, 2019. The graph could read no effect estimate from its abstract, so it casts no vote on the map. Cited by 10 papers, 1 of them a synthesis that pooled it.
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Who cites it
10 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
- Video-supported telephone triage in emergency primary healthcare: an observational study from Norway.BMJ open · 2026Observational
- Attentive Listening and Confirmation Key Aspects in Health Promotion Encounters With Patients in Telephone Counselling.Scandinavian journal of caring sciences · 2025Article
- Difficult calls to emergency medical dispatch centres - a mixed method study.BMC emergency medicine · 2025Article
- Video triage of children with respiratory symptoms at a medical helpline is safe and feasible-a prospective quality improvement study.PloS one · 2023Article
- Patient safety when receiving telephone advice in primary care - a Swedish qualitative interview study.BMC nursing · 2022Article
- Quality indicators in telephone nursing - An integrative review.Nursing open · 2021Review
- Telephone nurses' strategies for managing difficult calls: A qualitative content analysis.Nursing open · 2020Article
- Registered nurses´ views on telephone nursing for patients with respiratory tract infections in primary healthcare - a qualitative interview study.BMC nursing · 2020Article
- To feel emotional concern: A qualitative interview study to explore telephone nurses' experiences of difficult calls.Nursing open · 2019Article
Corrections and comments
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Authors and funding
5 authors.
Funding
No grant is acknowledged in the PubMed record.
Abstract
aimTo describe telenurses' experiences of difficult calls.
designA qualitative approach with a descriptive design was used to gain a deeper understanding of the telenurses' experiences.
methodsThe data were collected in spring 2017 through semi-structured interviews with 19 telenurses at call centres and primary healthcare centres and were analysed with qualitative content analysis.
resultsBecoming emotionally concerned is central to the telenurse's experiences of difficult calls. Difficult calls are accompanied by feelings such as inadequacy, uncertainty and anxiety, which can be described as emotional tension. Emotional tension refers to situations when the caller's expressed emotions were conveyed to the telenurses and altered their state of mind. The telenurses stated that difficult calls that cause them to become anxious remain in their thoughts and go through their minds repeatedly, making a deep impression.
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Registered trials
Read under generation 80e0d062 · epoch 390. Bibliography from PubMed, PubMed Central and OpenAlex; grants from NIH RePORTER; trial links from ClinicalTrials.gov; estimates, votes and beliefs from the OpenQuestion graph.