The use of telephone communication between nurse navigators and their patients

Autoři: Brody Heritage aff001;  Clare Harvey aff002;  Janie Brown aff003;  Desley Hegney aff004;  Eileen Willis aff002;  Adele Baldwin aff002;  David Heard aff002;  Sandy Mclellan aff007;  Virginia Clayton aff008;  Jamin Claes aff008;  Melanie Lang aff002;  Venessa Curnow aff009
Působiště autorů: College of Science, Health, Engineering and Education, Murdoch University, Perth, Western Australia aff001;  School of Nursing, Midwifery and Social Science, Central Queensland University, Townsville, Queensland, Australia aff002;  School of Nursing, Midwifery and Paramedicine, Curtin University, Western Australia, Australia aff003;  Research Division, Central Queensland University, Brisbane, Australia aff004;  Queensland, Australia, and School of Nursing, University of Adelaide, South Australia, Australia aff005;  College of Nursing & Health Sciences, Flinders University, Adelaide, South Australia, Australia aff006;  School of Nursing, Midwifery and Social Science, Central Queensland University, Mackay, Queensland, Australia aff007;  Cairns Hospital and Health Service, Cairns, North Queensland, Australia aff008;  Torres and Cape Hospital and Health Service, Cairns, North Queensland, Australia aff009
Vyšlo v časopise: PLoS ONE 15(1)
Kategorie: Research Article



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.


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.


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.


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.


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.

Klíčová slova:

Allied health care professionals – Cell phones – Culture – Economic geography – Nurses – Patients – Telephones – Cultural geography


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2020 Číslo 1
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