Introducing a triage and Nurse on Call model in primary health care – a focus group study of health care staff’s experiences
Abstract Background With the increased demand for health care services and with simultaneous staff shortages, new work models are needed in primary health care. In November 2015, a Swedish primary health care centre introduced a work model consisting of a structured patient sorting system with triag...
| Main Authors: | , , , , |
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| Format: | Article |
| Language: | English |
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BMC
2023-11-01
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| Series: | BMC Health Services Research |
| Subjects: | |
| Online Access: | https://doi.org/10.1186/s12913-023-10300-5 |
| _version_ | 1797453429268807680 |
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| author | Maria Gelin Berit Gesar Ann-Sofie Källberg Anna Ehrenberg Catharina Gustavsson |
| author_facet | Maria Gelin Berit Gesar Ann-Sofie Källberg Anna Ehrenberg Catharina Gustavsson |
| author_sort | Maria Gelin |
| collection | DOAJ |
| description | Abstract Background With the increased demand for health care services and with simultaneous staff shortages, new work models are needed in primary health care. In November 2015, a Swedish primary health care centre introduced a work model consisting of a structured patient sorting system with triage and Nurse on Call. The aim of this study was to describe the staff’s experiences of introducing the triage and Nurse on Call model at the primary health care centre. Methods Five focus group discussions with staff (n = 39) were conducted 4 years after the introduction of the work model. Groups were divided by profession: medical secretaries, nursing assistants, physicians, primary health care nurses, and registered nurses. The transcribed text from the discussions was analysed using qualitative inductive content analysis. Results The analysis generated one overarching theme: The introduction of triage and Nurse on Call addresses changed preconditions in primary health care, but the work culture, organization, and acquisition of new knowledge are lagging behind. The overarching theme had five categories: (1) Changed preconditions in primary health care motivate new work models; (2) The triage and Nurse on Call model improves teamwork and may increase the quality of care; (3) Unclear purpose and vague leadership make introducing the work model difficult; (4) Difficulties to adopt the work model as it challenges professional autonomy; and (5) The triage and Nurse on Call model requires more knowledge and competence from nurses in primary health care. Conclusions This study contributes with knowledge about implications of a new work model in primary health care from the perspective of health care staff. The work model using triage and Nurse on Call in primary health care was perceived by participants to increase availability and optimize the use of resources. However, before introduction of new work models, it is important to identify barriers to and facilitators for successful improvements in the local health care context. Additional education for the health care staff is important if the transition is to be successful. Complementary skills and teamwork, supported by a facilitator seems important to ensure a well-prepared workforce. |
| first_indexed | 2024-03-09T15:22:41Z |
| format | Article |
| id | doaj.art-b0e6d80113d34d488abd57cc2ac52e7d |
| institution | Directory Open Access Journal |
| issn | 1472-6963 |
| language | English |
| last_indexed | 2024-03-09T15:22:41Z |
| publishDate | 2023-11-01 |
| publisher | BMC |
| record_format | Article |
| series | BMC Health Services Research |
| spelling | doaj.art-b0e6d80113d34d488abd57cc2ac52e7d2023-11-26T12:43:35ZengBMCBMC Health Services Research1472-69632023-11-0123111110.1186/s12913-023-10300-5Introducing a triage and Nurse on Call model in primary health care – a focus group study of health care staff’s experiencesMaria Gelin0Berit Gesar1Ann-Sofie Källberg2Anna Ehrenberg3Catharina Gustavsson4Center for Clinical Research Dalarna, Uppsala UniversityCenter for Clinical Research Dalarna, Uppsala UniversityCenter for Clinical Research Dalarna, Uppsala UniversitySchool of Health and Welfare, Dalarna UniversityCenter for Clinical Research Dalarna, Uppsala UniversityAbstract Background With the increased demand for health care services and with simultaneous staff shortages, new work models are needed in primary health care. In November 2015, a Swedish primary health care centre introduced a work model consisting of a structured patient sorting system with triage and Nurse on Call. The aim of this study was to describe the staff’s experiences of introducing the triage and Nurse on Call model at the primary health care centre. Methods Five focus group discussions with staff (n = 39) were conducted 4 years after the introduction of the work model. Groups were divided by profession: medical secretaries, nursing assistants, physicians, primary health care nurses, and registered nurses. The transcribed text from the discussions was analysed using qualitative inductive content analysis. Results The analysis generated one overarching theme: The introduction of triage and Nurse on Call addresses changed preconditions in primary health care, but the work culture, organization, and acquisition of new knowledge are lagging behind. The overarching theme had five categories: (1) Changed preconditions in primary health care motivate new work models; (2) The triage and Nurse on Call model improves teamwork and may increase the quality of care; (3) Unclear purpose and vague leadership make introducing the work model difficult; (4) Difficulties to adopt the work model as it challenges professional autonomy; and (5) The triage and Nurse on Call model requires more knowledge and competence from nurses in primary health care. Conclusions This study contributes with knowledge about implications of a new work model in primary health care from the perspective of health care staff. The work model using triage and Nurse on Call in primary health care was perceived by participants to increase availability and optimize the use of resources. However, before introduction of new work models, it is important to identify barriers to and facilitators for successful improvements in the local health care context. Additional education for the health care staff is important if the transition is to be successful. Complementary skills and teamwork, supported by a facilitator seems important to ensure a well-prepared workforce.https://doi.org/10.1186/s12913-023-10300-5Accessibility of health servicesFocus groupsNurse on CallPrimary health careQualitative content analysisTriage |
| spellingShingle | Maria Gelin Berit Gesar Ann-Sofie Källberg Anna Ehrenberg Catharina Gustavsson Introducing a triage and Nurse on Call model in primary health care – a focus group study of health care staff’s experiences BMC Health Services Research Accessibility of health services Focus groups Nurse on Call Primary health care Qualitative content analysis Triage |
| title | Introducing a triage and Nurse on Call model in primary health care – a focus group study of health care staff’s experiences |
| title_full | Introducing a triage and Nurse on Call model in primary health care – a focus group study of health care staff’s experiences |
| title_fullStr | Introducing a triage and Nurse on Call model in primary health care – a focus group study of health care staff’s experiences |
| title_full_unstemmed | Introducing a triage and Nurse on Call model in primary health care – a focus group study of health care staff’s experiences |
| title_short | Introducing a triage and Nurse on Call model in primary health care – a focus group study of health care staff’s experiences |
| title_sort | introducing a triage and nurse on call model in primary health care a focus group study of health care staff s experiences |
| topic | Accessibility of health services Focus groups Nurse on Call Primary health care Qualitative content analysis Triage |
| url | https://doi.org/10.1186/s12913-023-10300-5 |
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