Citation

Rothwell EW, Ellington L, Planalp S, Crouch BI. Patient Educ. Couns. 2011; 85(3): 440-445.

Affiliation

College of Nursing, University of Utah, Salt Lake City, USA.

Copyright

(Copyright © 2011, Elsevier Publishing)

DOI

10.1016/j.pec.2011.02.013

PMID

21454031

Abstract

OBJECTIVE: The use of the telephone for providing healthcare is growing. The aim of this exploratory study was to describe tele-health lessons and strategies as discussed by specialists who provide information and recommendations on poison control hotlines. METHODS: Three focus groups of 25 participants who work as specialists in poison information in poison control centers were conducted. Group discussions were analyzed using qualitative content analysis. RESULTS: Themes that emerged from the data on strategies for telephone communication include: taking control of the call, developing a therapeutic relationship, tailoring communication to fit each caller, preventing information overload, confirming caller understanding, and hands-on training for the development of telephone communication skills. CONCLUSION: Specialists in poison information identified challenges specific to communicating with patients over the telephone and reported several types of strategies they used to manage them. PRACTICE IMPLICATIONS: Telephone communication training may be needed to assist health care providers in improving their communication skills.

Language: en