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Influence of self-care advice on patient satisfaction and healthcare utilization
Luleå University of Technology, Department of Health Sciences, Nursing Care.ORCID iD: 0000-0001-8990-752X
Luleå University of Technology, Department of Engineering Sciences and Mathematics, Mathematical Science.ORCID iD: 0000-0002-6289-4949
Luleå University of Technology, Department of Health Sciences, Nursing Care.
Luleå University of Technology, Department of Health Sciences, Health and Rehabilitation.ORCID iD: 0000-0002-1682-8326
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2016 (English)In: Journal of Advanced Nursing, ISSN 0309-2402, E-ISSN 1365-2648, Vol. 72, no 8, p. 1789-1799Article in journal (Refereed) Published
Abstract [en]

AimThe aim of this study is to explore the influence of nurse-led self-care advice on healthcare utilization and patients' satisfaction with telephone nursing.BackgroundMany consultations in high-cost settings are for conditions that are manageable through self-care and callers with greater satisfaction with the nurse interaction are nearly four times more likely to engage in self-care.DesignCross-sectional study.MethodsQuestionnaires were sent out to 500 randomly selected callers to the Swedish Healthcare Direct in Northern Sweden during March 2014. Callers were asked about their satisfaction with the consultation, their intended actions prior to consultation, the recommendation given by the nurse and the action undertaken after the call.ResultsYoung callers and persons recommended watchful waiting or recurrence if no improvements were significantly less satisfied with their care. When calling on their own behalf, both men and women rated the severity of their symptoms equally and were advised to self-care to the same extent. Self-care advice had a constricting influence on self-reported healthcare utilization, with 66·1% of cases resulting in a lower level of care than first intended. Feeling reassured after the call was the aspect of nursing care that influenced satisfaction the most.ConclusionReceiving self-care advice rather than referral to a general practitioner influences patient satisfaction negatively. Feeling reassured after consultation is strongly related to satisfaction, which in turn has been found to increase the likelihood of engaging in self-care behaviour.

Place, publisher, year, edition, pages
2016. Vol. 72, no 8, p. 1789-1799
National Category
Nursing Probability Theory and Statistics Physiotherapy
Research subject
Nursing; Matemathical Statistics; Physiotherapy
Identifiers
URN: urn:nbn:se:ltu:diva-7453DOI: 10.1111/jan.12950ISI: 000379932000007PubMedID: 27001441Scopus ID: 2-s2.0-85028243147Local ID: 5d53ffb8-d712-4795-bf3f-07728a299db7OAI: oai:DiVA.org:ltu-7453DiVA, id: diva2:980342
Note

Validerad; 2016; Nivå 2; 20160323 (andbra)

Available from: 2016-09-29 Created: 2016-09-29 Last updated: 2018-07-10Bibliographically approved

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Gustafsson, SiljeMartinsson, JesperVälivaara, Britt-MarieVikman, IreneSävenstedt, Stefan

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