Exploring Challenges to Telehealth Communication by Specialists in Poison Information

Bibliographic Data

ID4683157
AuthorsErin Rothwell (0000-0002-2294-2299, University of Utah, Salt Lake City, Utah, USA), Lee Ellington (0000-0002-7035-490X, University of Utah, Salt Lake City, Utah, USA), Sally Planalp (Kent State University, Kent, Ohio, USA), Barbara Crouch (University of Utah, Salt Lake City, Utah, USA), Barbara Insley Crouch (0000-0002-2752-5072, University of Utah)
Year2012
Volume22
Issue1
Pages67-75
Publication date2012-01-01
Peer ReviewedYes
Open AccessYes
TypeARTICLE
VenueQualitative Health Research (JOURNAL)
Journal identifiersISSN: 1049-7323 • E-ISSN: 1552-7557
PublisherSAGE Publications Inc (PUBLISHER)
DOI10.1177/1049732311420446
PMID21873282
OpenAlexW2171398716
LanguageEN
Citations received4
References cited39

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

Health care · Information and Communications Technology · Medical education · Phone · Telehealth · Telemedicine · Applied Psychology · Computer Science · Medicine · Nursing · Patient Satisfaction in Healthcare · Patient-Provider Communication in Healthcare · Psychology · Telemedicine and Telehealth Implementation

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