Phone triage for immigrant patients : suggestions based on an integrative literature review
Söderlund, Nina (2024)
2024
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2024122037743
https://urn.fi/URN:NBN:fi:amk-2024122037743
Tiivistelmä
The goal of this thesis was to gather information on immigrant telephone triage from existing research data. The objective was to recognize the challenges and obstacles that health care professionals encounter while assessing immigrant patients by telephone and to gather a practical check list or tool that can be used in everyday patient work.
Immigration is a growing global phenomenon requiring attention from multiple societal sectors. In health care this means solving challenges related to specific needs of immigrants. The reasons for immigration can be divided to social and political, demographic, and financial and environmental factors. The challenges immigrants and the host countries are confronted with depend on the country of origin and the reason for immigration. This thesis focuses on challenges relating to immigrant patients in the context of phone triage.
The method in this thesis was integrative literature review (ILR). The search was done in four databases ProQuest, Ebsco, Science Direct and Julkari. The selected articles were assessed using the Critical Appraisals Skills Programme (CASP) when suitable and scored according to Hawker et al. (2002.) nine-point checklist. There were 12 scientific research articles selected for this thesis after the equitability assessment. Six of the articles were qualitative, three mixed methods and three quantitative. The analysis was done by using content analysis with an inductive approach. There were four themes formed in the analysis. The themes were communication, culture, organisational factors and tools. The main findings were that communication and culture related challenges need to be acknowledged and there are means that can be used to help to overcome these challenges. Accessibility to health services could be improved by recognizing the barriers that can be related to communication, culture and comprehensive guidance. Telephone triage may be enhanced through the implementation of simple strategies, such as speaking slowly and avoiding the use of abbreviations and scientific language. The use of surrogates should also be minimized. Patient guidance should avoid preconceived notions or assumptions regarding their cultural background or their familiarity with healthcare system practices.
Regarding the findings of this thesis, better health and financial outcomes may be achieved by solving communication challenges and increasing health care workers’ understanding of cultural influence in health. A list of recommendations based on the research findings was compiled to support practical work in telephone triage for patients with immigrant backgrounds.
Immigration is a growing global phenomenon requiring attention from multiple societal sectors. In health care this means solving challenges related to specific needs of immigrants. The reasons for immigration can be divided to social and political, demographic, and financial and environmental factors. The challenges immigrants and the host countries are confronted with depend on the country of origin and the reason for immigration. This thesis focuses on challenges relating to immigrant patients in the context of phone triage.
The method in this thesis was integrative literature review (ILR). The search was done in four databases ProQuest, Ebsco, Science Direct and Julkari. The selected articles were assessed using the Critical Appraisals Skills Programme (CASP) when suitable and scored according to Hawker et al. (2002.) nine-point checklist. There were 12 scientific research articles selected for this thesis after the equitability assessment. Six of the articles were qualitative, three mixed methods and three quantitative. The analysis was done by using content analysis with an inductive approach. There were four themes formed in the analysis. The themes were communication, culture, organisational factors and tools. The main findings were that communication and culture related challenges need to be acknowledged and there are means that can be used to help to overcome these challenges. Accessibility to health services could be improved by recognizing the barriers that can be related to communication, culture and comprehensive guidance. Telephone triage may be enhanced through the implementation of simple strategies, such as speaking slowly and avoiding the use of abbreviations and scientific language. The use of surrogates should also be minimized. Patient guidance should avoid preconceived notions or assumptions regarding their cultural background or their familiarity with healthcare system practices.
Regarding the findings of this thesis, better health and financial outcomes may be achieved by solving communication challenges and increasing health care workers’ understanding of cultural influence in health. A list of recommendations based on the research findings was compiled to support practical work in telephone triage for patients with immigrant backgrounds.