A comparison of calls subjected to a malpractice claim versus 'normal calls' within the Swedish healthcare direct: a case-control study.

ABSTRACT:

Objectives

The purpose of this study is to compare communication patterns in calls subjected to a malpractice claim with matched controls.

Setting

In many countries, telephone advice nursing is patients' first contact with healthcare. Telenurses' assessment of callers' symptoms and needs are based on verbal communication only, and problems with over-triage and under-triage have been reported.

Participants

A total sample of all reported medical errors (n=33) during the period 2003-2010 within Swedish Healthcare Direct was retrieved. Corresponding calls were thereafter identified and collected as sound files from the manager in charge at the respective call centres. For technical reasons, calls from four of the cases were not possible to retrieve. For the present study,

SUBMITTER: Ernesater A 

PROVIDER: S-EPMC4187455 | biostudies-literature | 2014 Oct

REPOSITORIES: biostudies-literature