The use of telephone communication between nurse navigators and their patients

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dc.citation.issue1
dc.citation.volume15
dc.contributor.authorHeritage B
dc.contributor.authorHarvey C
dc.contributor.authorBrown J
dc.contributor.authorHegney D
dc.contributor.authorWillis E
dc.contributor.authorBaldwin A
dc.contributor.authorHeard D
dc.contributor.authorMclellan S
dc.contributor.authorClayton V
dc.contributor.authorClaes J
dc.contributor.authorLang M
dc.contributor.authorCurnow V
dc.coverage.spatialUnited States
dc.date.accessioned2023-08-14T22:00:46Z
dc.date.accessioned2023-09-04T01:41:15Z
dc.date.available2020-01-24
dc.date.available2023-08-14T22:00:46Z
dc.date.available2023-09-04T01:41:15Z
dc.date.issued2020
dc.date.updated2023-08-14T04:20:21Z
dc.descriptionThis is an open access article distributed under the terms of the Creative Commons Attribution License, which permits unrestricted use, distribution, and reproduction in any medium, provided the original author and source are credited.en
dc.description.abstractBackground Hospitals and other health care providers frequently experience difficulties contacting patients and their carers who live remotely from the town where the health service is located. In 2016 Nurse Navigator positions were introduced into the health services by Queensland Health, to support and navigate the care of people with chronic and complex conditions. One hospital in Far North Queensland initiated an additional free telephone service to provide another means of communication for patients and carers with the NNs and for off-campus health professionals to obtain details about a patient utilising the service. Calls made between 7am and 10pm, seven days per week are answered by a nurse navigator. Aim To report utilisation of the service by navigated clients and remotely located clinicians compared to use of navigators’ individual work numbers and direct health service numbers. We report the reason for calls to the free number and examine features of these calls. Methods Statistical analysis examined the call reason, duration of calls, setting from where calls originated and stream of calls. Interactions between the reasons for calls and the features of calls, such as contact method, were examined. Results The major reason for calls was clinical issues and the source of calls was primarily patients and carers. Clinical calls were longer in duration. Shorter calls were mainly non-clinical, made by a health professional. Setting for calls was not related to the reason. The most frequent number used was the individual mobile number of the NN, followed by the hospital landline. Although the free number was utilised by patients and carers, it was not the preferred option. Conclusion As patients and carers preferred to access their NN directly than via the 1800 number, further research should explore options best suited to this group of patients outside normal business hours.
dc.format.extente0227925-
dc.identifierARTN e0227925
dc.identifierPONE-D-19-26809
dc.identifierhttps://www.ncbi.nlm.nih.gov/pubmed/31978087
dc.identifier.citationHeritage B, Harvey C, Brown J, Hegney D, Willis E, Baldwin A, Heard D, Mclellan S, Clayton V, Claes J, Lang M, Curnow V. (2020). The use of telephone communication between nurse navigators and their patients.. PLoS One. 15. 1. (pp. e0227925-).
dc.identifier.doi10.1371/journal.pone.0227925
dc.identifier.eissn1932-6203
dc.identifier.elements-typejournal-article
dc.identifier.harvestedMassey_Dark
dc.identifier.issn1932-6203
dc.identifier.urihttp://hdl.handle.net/10179/19943
dc.languageeng
dc.publisherPublic Library of Science (PLoS)
dc.relation.isPartOfPLoS One
dc.rights(c) The author/s CC BY 4.0en
dc.rights.urihttps://creativecommons.org/licenses/by/4.0/en
dc.subjectCell Phone
dc.subjectCommunication
dc.subjectHealth Personnel
dc.subjectHospitals
dc.subjectHumans
dc.subjectNurse-Patient Relations
dc.subjectNurses
dc.subjectPatients
dc.subjectQueensland
dc.subjectTelephone
dc.titleThe use of telephone communication between nurse navigators and their patients
dc.typeJournal article
pubs.elements-id438752
pubs.organisational-groupOther
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