Decision aid software programs in telenursing: not used as intended? Experiences of Swedish telenurses

Nurs Health Sci. 2007 Mar;9(1):23-8. doi: 10.1111/j.1442-2018.2007.00299.x.

Abstract

Telenurses at call centers use decision aid software programs to offer triage recommendations and self-care advice to the general public. Decision aid programs are intended to support medical safety but were suggested by telenurses to be a hindrance to the dialogue. The aim of this study was to explore the use of decision aid software programs for telenursing, from the perspective of the users. A qualitative, descriptive approach was used. Twelve telenurses in Sweden were interviewed twice. The interviews were transcribed and analyzed thematically. Four themes were found: support for assessment but not for the decision; inconsistency between actual practice and the decision aid software; limited support for learning and information; and communication challenges and software programs. The software programs were a support for assessment, rather than decision-making, assuring the nurses that the relevant questions were asked. They were not fully adapted to current clinical practice, focusing mainly on acute conditions. Nurses worked to a large extent with self-care advice, often over-riding the recommendations made.

Publication types

  • Research Support, Non-U.S. Gov't

MeSH terms

  • Adult
  • Attitude of Health Personnel*
  • Attitude to Computers*
  • Communication
  • Computer Literacy
  • Computer User Training
  • Decision Support Techniques*
  • Female
  • Health Knowledge, Attitudes, Practice
  • Health Services Needs and Demand
  • Hotlines / organization & administration
  • Humans
  • Middle Aged
  • Nursing Assessment
  • Nursing Informatics / education
  • Nursing Methodology Research
  • Nursing Staff / education
  • Nursing Staff / psychology*
  • Patient Education as Topic
  • Qualitative Research
  • Software / standards*
  • Surveys and Questionnaires
  • Sweden
  • Telemedicine / standards*
  • Triage / standards