Expert in nursing care but sometimes disrespected—Telenurses’ reflections on their work environment and nursing care

Anna Carin Wahlberg and Annica Bjorkman

Journal of Clinical Nursing, 2018, vol. 27, issue 21-22, 4203-4211

Abstract: Aims and objectives To describe telenurses’ reflections on their work environment and how it impacts on their nursing care. Background Telenursing is one of the largest healthcare settings in Sweden today; approximately 5.5 million care‐seekers call the designated number—1177—each year. Telenursing is regarded as highly qualified nursing care, and providing care over the telephone is considered a complex form of nursing. Within other fields of nursing, the work environment has been shown to affect the outcome of care, patient safety, nurse job satisfaction and burnout. Design The study used a descriptive design and followed the COREQ checklist. Methods Twenty‐four interviews were performed and analysed using qualitative content analysis. Results The main theme concerned “feeling like a nursing care expert but sometimes being disrespected.” The telenurses reported that their work environment supported their work as nursing care experts via the telephone in some respects, but also hindered them. Appreciation and respect they received from the vast majority of callers positively impacted the work environment and contributed to work satisfaction. However, they also felt disrespected by both their employers and healthcare staff; they sometimes felt like a dumping ground. Receiving support from colleagues seemed invaluable in helping them feel like and be a nursing care expert. Conclusion Work was perceived as cognitively demanding and sometimes exhausting, but appreciation from care‐seekers and the feeling of being able to provide qualified nursing care made working as a telenurse worthwhile. Relevance to clinical practice If telenurses are to perform good nursing care over the telephone, managers must provide them with resources, for example, support, education and opportunities for recovery during shifts. It seems that the role of the 1177 service has not been properly implemented and accepted within the healthcare system, and politicians need to anchor its mission within the healthcare organisation.

Date: 2018
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