@article{ref1,
title="Tele-health: Lessons and strategies from specialists in poison information",
journal="Patient education and counseling",
year="2011",
author="Rothwell, Erin W. and Ellington, Lee and Planalp, Sally and Crouch, Barbara Insley",
volume="85",
number="3",
pages="440-445",
abstract="OBJECTIVE: The use of the telephone for providing healthcare is growing. The aim of this exploratory study was to describe tele-health lessons and strategies as discussed by specialists who provide information and recommendations on poison control hotlines. METHODS: Three focus groups of 25 participants who work as specialists in poison information in poison control centers were conducted. Group discussions were analyzed using qualitative content analysis. RESULTS: Themes that emerged from the data on strategies for telephone communication include: taking control of the call, developing a therapeutic relationship, tailoring communication to fit each caller, preventing information overload, confirming caller understanding, and hands-on training for the development of telephone communication skills. CONCLUSION: Specialists in poison information identified challenges specific to communicating with patients over the telephone and reported several types of strategies they used to manage them. PRACTICE IMPLICATIONS: Telephone communication training may be needed to assist health care providers in improving their communication skills.<p /><p>Language: en</p>",
language="en",
issn="0738-3991",
doi="10.1016/j.pec.2011.02.013",
url="http://dx.doi.org/10.1016/j.pec.2011.02.013"
}