SURF - Study about registered nurses encounters with frequent callers

Some callers call more often to Swedish Healthcare Direct. There are different reasons behind frequent calling, such as longstanding illness, mental health problems and loneliness. These calls can be perceived as stressful and time-consuming from both a caller- and a nurse perspective, and reduce accessibility for other callers. The project aims to describe telephone nurses experiences of encountering calls with frequent callers, and their perceived stress, empathy and self-efficacy. Further the project aims at explore the experiences of frequent callers. The knowledge can be used as a basis for an intervention among telephone nurse at Swedish Healthcare Direct to improve care for frequent callers.