A survey of telephone nurses' experiences in their encounters with frequent callers.

AIM: The aim of this study was to describe telephone nurses' experiences of their encounters with frequent callers to Swedish Healthcare Direct. DESIGN: A descriptive inductive design with qualitative approach. METHODS: Data collection was performed during the period of September 2017 - June 2018. A total of 199 telephone nurses working at 10 Swedish Healthcare Direct sites with different geographical locations in Sweden answered a survey containing seven open-ended questions. Data analysis was performed during the period of September 2018 - June 2019. The answers were analysed using content analysis. RESULTS: The telephone nurses perceived that the encounters with frequent callers were sometimes frustrating as they felt unable to help. According to the telephone nurses, the frequent callers called about the same issues several times and the calls were often about loneliness and psychiatric problems. The telephone nurses were worried about missing something urgent; one of the aspects leading to this was the perception of knowing the caller. They expressed a wish to know more about frequent callers and strategies for helping them. A common care plan for frequent callers' calls was suggested. CONCLUSION: Telephone nurses often found it difficult to handle calls from frequent callers. However, they had a will to care for frequent callers and to learn more about them. Therefore, a common strategy, education and training for telephone nurses in answering calls from frequent callers could be beneficial for both callers and telephone nurses. IMPACT STATEMENT: This study offers insights to researchers, telephone nurses and managers of telephone nursing, regarding telephone nurses' experiences in handling frequent caller calls. These findings can offer direction for the content of a possible intervention.

Telephone nurses' perceived stress, self-efficacy and empathy in their work with frequent callers.

AIM: To examine telephone nurses' perceived stress, self-efficacy and empathy in their work with answering calls from frequent callers. DESIGN: The study is a quantitative questionnaire survey study with a comparative design. METHODS: Telephone nurses (N = 199) answered a survey containing three instruments: Perceived Stress Scale, General Self-Efficacy Scale and Jefferson's Scale of Empathy. Correlation analysis, multiple regression analysis and analysis of variance were performed to test the research questions. RESULTS: Significant negative correlations were found between stress involving calls from FCs and self-efficacy (r = -.238), and significant negative correlations between stress involving calls from frequent callers and empathy (r = -.185). It was further revealed that telephone nurses who had worked less than 30 years scored higher on Jefferson's Scale of empathy than those who had worked more than 30 years, F(1, 183) = 4.98, η2  = 0.027.

Toward a consensus on the nature of empathy: A review of reviews.

OBJECTIVE: The objective was to provide a synthesis of already synthesized literature on empathy in order to identify similarities and differences among conceptualizations. METHODS: A review of reviews was conducted to locate synthesized literature published between January 1980 and December 2019. Two authors screened and extracted data, and quality-appraised the sources. A total of 52 articles deemed relevant to this overview were synthesized using thematic analysis. RESULTS: The analysis resulted in four themes found in most empathy conceptualizations. In empathy, the empathizer (1) understands, (2) feels, and (3) shares another person's world (4) with self-other differentiation. CONCLUSIONS: Most writings about empathy begin by claiming that there is far from a consensus on how empathy should be defined. This article shows a developing consensus among neuroscientists, psychologists, medical scientists, nursing scientists, philosophers, and others that empathy involves understanding, feeling, sharing, and self-other differentiation. PRACTICE IMPLICATIONS: A clarification of the content of empathy may assist practitioners and researchers in avoiding confusion regarding the meaning of the concept, as well as in developing and measuring the relevant aspects of the concept.

Empathy levels among nursing students: A comparative cross-sectional study.

AIM: Empathy is a crucial component of the nurse-patient relationship, but knowledge is lacking as to when empathy develops during nursing education. The aim of the present study was to compare empathy levels at different stages of undergraduate nursing education and different master's nursing programmes. DESIGN: The design was a comparative cross-sectional study. METHODS: A total of 329 participants in Sweden, comprised of nursing students in their second and sixth semesters in an undergraduate nursing programme as well as master's nursing students, rated their own empathy using the Jefferson Scale of Physician Empathy. RESULTS: Students in their sixth semester in an undergraduate nursing programme expressed more empathy than did students in their second semester and master's nursing students. Among the five master's programmes, public-health nursing students expressed the most empathy and intensive-care nursing students the least.

"Same same or different?" A review of reviews of person-centered and patient-centered care.

OBJECTIVE: To provide a synthesis of already synthesized literature on person-centered care and patient-centered care in order to identify similarities and differences between the two concepts. METHODS: A synthesis of reviews was conducted to locate synthesized literature published between January 2000 and March 2017. A total of 21 articles deemed relevant to this overview were synthesized using a thematic analysis. RESULTS: The analysis resulted in nine themes present in person-centered as well as in patient-centered care: (1) empathy, (2), respect (3), engagement, (4), relationship, (5) communication, (6) shared decision-making, (7) holistic focus, (8), individualized focus, and (9) coordinated care. The analysis also revealed that the goal of person-centered care is a meaningful life while the goal of patient-centered care is a functional life. CONCLUSIONS: While there are a number of similarities between the two concepts, the goals for person-centered and patient-centered care differ. The similarities are at the surface and there are important differences when the concepts are regarded in light of their different goals. PRACTICE IMPLICATIONS: Clarification of the concepts may assist practitioners to develop the relevant aspects of care. Person-centered care broadens and extends the perspective of patient-centered care by considering the whole life of the patient.

Empathy and viewing the other as a subject.

Empathy and viewing another person as a subject rather than an object are often associated in theoretical contexts, but empirical research of the relation is scarce. The purpose of the present research was to investigate the relationship between subject/object view and empathy. In Study 1, participants watched film clips and indicated their empathy for specific characters in the clips, as well as the extent to which they saw these persons as subjects and objects. The subject/object view explained some, but not all, of the differences in empathy, which raised the question of what else accounts for differences in empathy. A second study was conducted to investigate whether the difficulty of the other's situation also contributes. In Study 2, another group watched the film clips and rated the difficulty of the film character's situations in addition to empathy and subject/object view. The results of Study 2 revealed that subject view/object and perceived difficulty together explain a substantial part of differences in empathy. It was concluded that empathy is evoked primarily when a person in difficulty is viewed as a subject.