Please use this identifier to cite or link to this item: https://dora.health.qld.gov.au/qldresearchjspui/handle/1/5213
Full metadata record
DC FieldValueLanguage
dc.contributor.authorHeritage, Brodyen
dc.contributor.authorHarvey, Clareen
dc.contributor.authorBrown, Janieen
dc.contributor.authorHegney, Desleyen
dc.contributor.authorWillis, Eileenen
dc.contributor.authorBaldwin, Adeleen
dc.contributor.authorHeard, Daviden
dc.contributor.authorMclellan, Sandyen
dc.contributor.authorClayton, Virginiaen
dc.contributor.authorClaes, Jaminen
dc.contributor.authorLang, Melanieen
dc.contributor.authorCurnow, Venessaen
dc.date.accessioned2023-06-23T02:34:06Z-
dc.date.available2023-06-23T02:34:06Z-
dc.date.issued2020-
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. The use of telephone communication between nurse navigators and their patients. PLoS One. 2020 Jan 24;15(1):e0227925. doi: 10.1371/journal.pone.0227925. PMID: 31978087; PMCID: PMC6980411.en
dc.identifier.urihttps://dora.health.qld.gov.au/qldresearchjspui/handle/1/5213-
dc.descriptionCairns & Hinterland Hospital and Health Service (CHHHS) affiliated authors: Virginia Clayton, Jamin Claesen
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.en
dc.language.isoenen
dc.relation.ispartofPloS oneen
dc.titleThe use of telephone communication between nurse navigators and their patientsen
dc.typeArticleen
dc.identifier.doi10.1371/journal.pone.0227925-
dc.identifier.pmid31978087-
item.fulltextWith Fulltext-
item.grantfulltextopen-
item.openairecristypehttp://purl.org/coar/resource_type/c_18cf-
item.cerifentitytypePublications-
item.languageiso639-1en-
item.openairetypeArticle-
Appears in Sites:Cairns & Hinterland HHS Publications
Files in This Item:
File Description SizeFormat 
The use of telephone communication between nurse navigators and their patients.pdf383.89 kBAdobe PDFThumbnail
View/Open
Show simple item record

Page view(s)

54
checked on Dec 24, 2024

Download(s)

36
checked on Dec 24, 2024

Google ScholarTM

Check

Altmetric


Items in DORA are protected by copyright, with all rights reserved, unless otherwise indicated.