ArticleNursing open2020
Telephone nurses' strategies for managing difficult calls: A qualitative content analysis.
Article in Nursing open, 2020. The graph could read no effect estimate from its abstract, so it casts no vote on the map. Cited by 8 papers, 1 of them a synthesis that pooled it.
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Who cites it
8 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
- "Stay Calm and Pick Up Signs to Understand the Cause": Registered Nurses Use Multiple Strategies for Handling Difficult Emergency Calls.Journal of nursing management · 2026Article
- Attentive Listening and Confirmation Key Aspects in Health Promotion Encounters With Patients in Telephone Counselling.Scandinavian journal of caring sciences · 2025Article
- Primary healthcare nurses' experiences of symptoms and treatment needs of patients with RLS-associated symptoms at telephone nursing - an abductive analysis based on the Four Habits communication model.International journal of qualitative studies on health and well-being · 2025Article
- Observational
- Article
- The telephone nursing dialogue process: an integrative review.BMC nursing · 2023Article
- Telephone nurses' strategies for managing difficult calls: A qualitative content analysis.Nursing open · 2020Article
Corrections and comments
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Authors and funding
5 authors.
Funding
No grant is acknowledged in the PubMed record.
Abstract
Aim: To describe telenurses' strategies for managing difficult calls. Background: Telenursing is a growing and complex area and places great demands on telenurses' knowledge and skills and on their ability to communicate and listen. To become emotionally concerned is central to telenurses' experiences of difficult calls. Design: A descriptive qualitative study. Methods: The data were collected during February 2017 through individual interviews with 19 telenurses at call centres and primary healthcare centres. Data were analysed with qualitative content analysis. Result: The analysis revealed an essential strategy illustrated by the theme "to be calm and secure in themselves." Further categories described telenurses' strategies to manage difficult calls, labelled as: "to show commitment and interest," "to have structure in the call and use support systems," "to pause the call" and "to reflect on difficult calls." The results show that telenurses need multiple strategies to help them to navigate difficult calls.
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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.