Surgery nurses' telephone communication: a mixed methods study with a special focus on newcomers' calls
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- handle: 10670/1.d21dlc
- hal: hal-01859249
- doi: 10.1002/nop2.128
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info:eu-repo/semantics/altIdentifier/doi/10.1002/nop2.128
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Mots-clés
surgery department telephone calls hospital descriptive statistics conversation analysis-based coding internal communication intra- and interprofessional communication mixed methods newcomer nurses nurses requestsSujets proches
Diseases--Surgery Surgery, Primitive Registered nurses Nurses and nursing RNs (Registered nurses)Citer ce document
Esther González-Martínez et al., « Surgery nurses' telephone communication: a mixed methods study with a special focus on newcomers' calls », HAL-SHS : linguistique, ID : 10.1002/nop2.128
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Aims: The aim of this study was (i) to document the main features of surgery nurses' telephone calls, with a special focus on newcomers' calls; and (ii) to identify the main activities accomplished during the newcomers' calls.Design: Mixed methods study.Methods: We audio recorded telephone calls internal to the hospital in two surgery nursing stations. We performed statistical descriptive analysis of the total collection of calls and of those specifically involving the newcomers and compared both sets. We also performed conversation analysis‐based coding of the main activities accomplished during newcomers' calls.Results: Surgery nurses' telephone calls are extremely brief, predominantly nurse initiated and take place with a wide range of interlocutors who, for the most part, use mobile phones. The newcomers' calls are only slightly longer, take place with a more limited, but still wide, range of interlocutors and are even more often nurse initiated. The main activities of newcomers' calls are requests and activities related to connecting relevant interlocutors.