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KMID : 0869520090150020157
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Journal of East-West Nirsing Research
2009 Volume.15 No. 2 p.157 ~ p.167
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Telephone Inquiries to the Ophthalmology Nursing Unit and Nursing Interventions Through Telephone Consultations
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Lee Hyun-Jung
Park Hyeoun-Ae
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Abstract
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Purpose: This study examines the patient problems and nursing interventions during telephone consultations by nurses in an ophthalmology nursing unit.
Methods: The data were collected during telephone consultations. A total of 13 nurses consulted 170 patients between September 29 and November 30, 2008 at a tertiary teaching hospital. Problems were raised by the patients and nursing interventions were provided to the patients by the nurses. The SPSS program was used to analyze the data.
Results: There were 228 telephone inquiries by 170 patients. The problems were categorized into four groups based on a literature review and validated by 14 nurses: physical symptoms, medications, administrative matters, and follow-up care. Interventions provided by the nurses were categorized into six groups: instructing patients; providing information; providing background knowledge; assuring the patients; referring to the patients to other ancillary departments; and delivering doctor’s orders.
Conclusions: Nurse interventions for a specific patient problem varied depending on the nurse providing the consultation. The participating nurses expressed the need for a common protocol for telephone consultations. Thus, it would be beneficial to develop a guideline for telephone consultations to minimize practice variations among nurses.
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KEYWORD
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Telephone Consultation, Telephone Inquiries, Nursing Intervention by Telephone
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