Safety, quality and communication in telephone counselling
In today's society, more and more assessment and counseling is done over the phone or via other digital solutions. But making an assessment without being able to see or examine the patient with your hands presents a number of challenges.
In this project we aim to identify key aspects of safety and quality in telephone counseling. We have conducted literature reviews to identify indicators of quality in telephone counseling, and we have examined the scientific evidence for the call process, the call structure used in telephone counseling.
The call process provides a structure to the call in order to optimize communication so that information is transmitted and understood. Good communication is essential for the caller to receive a safe and accurate assessment of their health status, and to receive referral and advice that is meaningful and safe.
We further plan to study the impact of the call process on patient safety and satisfaction through communication analysis and medical error reports. We are currently working on a project to evaluate the impact of the call process on patient safety and flow of care, as well as nurses' strategies to create a safe and secure end to the call.
The overall aim of this project is to study communication and quality in telephone counseling to improve the assessment and nursing care provided over the phone.
Participating researcher from Luleå University of Technology is Silje Gustafsson.
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