Confidence and trust in telephone nursing services

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SBU Enquiry Service

Responds to queries received from Swedish healthcare and social service providers, or governmental organisations. Queries have a limited scope and the process is designed to enable a more rapid response, typically within two to three months. Reports are based on systematic reviews, that are identified through structured searches and critically appraised for risk of bias.

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Published: Report no: ut201915 Registration no: SBU 2018/760

Healthcare counselling can be provided remotely via telephone by a nurse. For the patient to follow the advice given, it is important that the person feels safe and confident in the nurse who gives the advice.

Question

How can the patient’s perceived confidence and trust towards the nurse be enhanced in telephone nursing services?

Identified studies

No systematic reviews were identified, but 4 primary studies were found. The primary studies were not assessed for risk of bias.

References

  1. Gustafsson S, Martinsson J, Walivaara BM, Vikman I, Savenstedt S. Influence of self-care advice on patient satisfaction and healthcare utilization. J Adv Nurs 2016;72:1789-99.
  2. Moscato SR, Valanis B, Gullion CM, Tanner C, Shapiro SE, Izumi S. Predictors of patient satisfaction with telephone nursing services. Clin Nurs Res 2007;16:119-37.
  3. Holmstrom IK, Nokkoudenmaki MB, Zukancic S, Sundler AJ. It is important that they care - older persons' experiences of telephone advice nursing. J Clin Nurs 2016;25:1644-53.
  4. Gustafsson S, Savenstedt S, Martinsson J, Walivaara BM. Need for reassurance in self-care of minor illnesses. J Clin Nurs 2018;27:1183-91.

Literature search

Literature search.pdf

Project group

Nathalie Peira, Sally Saad, Sara Fundell and Miriam Entesarian Matsson at SBU.

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