Confidence and trust in telephone nursing services

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.


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.


  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.

SBU Enquiry Service Consists of structured literature searches to highlight studies that can address questions received by the SBU Enquiry Service from Swedish healthcare or social service providers. We assess the risk of bias in systematic reviews and when needed also quality and transferability of results in health economic studies. Relevant references are compiled by an SBU staff member, in consultation with an external expert when needed.

Published: 6/19/2019
Contact SBU:
Report no: ut201915
Registration no: SBU 2018/760

Literature search

Project group

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

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