During the last years centralization of telenursing services has occurred in Sweden with a national telephone number for the entire country. In connection with this, the use of computerized decision support has increased. Hence, two studies have focused on telenurses´ experiences of working with computerized decision support from different angles. Qualitative methods were used to analyze interviews with telenurses. The decision support was perceived to be incomplete and lacking information, and not fully adapted to telenurses way of working. Yet it was a useful tool that provided a sense of security.
Despite a large number of citizens are able to call SHD for medical advice, there are no studies regarding adverse events within this expanding context. 450 incident reports regarding perceived errors within the context of Swedish Health Care Direct (SHD). The aim of this study was to describe errors that lead to an incident report and to analyze differences among incident reports based on who is reporting the error. Data were collected from all county councils that participated in SHD and yielded 426 incident reports describing 452 errors. The most frequent outgoing incident reports (i.e., sent from SHD to other health care providers) regarded Accessibility Problems and the most frequently incoming ones (i.e., sent to SHD from other health care providers) regarded Incorrect Assessment.
In another study, the communication between telenurses and callers was analyzed. During 2010, analysis of 30 calls to SHD was carried out. The aim of the study was to analyze the communication between telenurses and callers with a clear request for a specific level of care. The conversation between the telenurses and callers was analyzed using the Roter Interaction Analysis System
Inger Holmström, docent, Uppsala universitet
Ulrika Winblad, docent, Uppsala universitet