Citation

Rothwell EW, Ellington L, Planalp S, Crouch BI. Qual. Health Res. 2012; 22(1): 67-75.

Affiliation

University of Utah, Salt Lake City, Utah, USA.

Copyright

(Copyright © 2012, SAGE Publishing)

DOI

10.1177/1049732311420446

PMID

21873282

Abstract

The use of the telephone for providing health care is growing. A significant amount of social meaning is derived from visual information, and the absence of visual stimuli provides unique barriers to communication and increases the risks for misunderstandings and distractions. Understanding challenges to telephone communication can provide insight into training opportunities for overcoming these difficulties and improving patient care. The purpose of this research was to explore through focus groups the challenges of phone communication perceived by specialists in poison information. General types of challenges to effective phone communication included developing new communication skills to compensate for lack of visual information, difficulty assessing caller understanding, difficulty managing caller misunderstandings, maintaining distinctive assessments for routine calls, and managing the multifaceted aspects of job stress. The desire for training to enhance telehealth and cultural competency skills was also mentioned, and these findings might provide guidance for the development of training opportunities for telehealth professionals.

Language: en