Stress in telephone helpline nurses is associated with failures of concentration, attention and memory, and with more conservative referral decisions

Bibliographic Data

ID9620539
AuthorsJulia Allan (0000-0001-7287-8363, University of Aberdeen, corresponding author), Julia L Allan (Health Psychology Division of Applied Health Sciences University of Aberdeen UK), Barbara Farquharson (0000-0001-9295-3156, Nursing Midwifery and Allied Health Professions Research Unit University of Stirling UK), Derek Johnston (0000-0003-3357-4011, University of Aberdeen), Derek W Johnston (Health Psychology Division of Applied Health Sciences University of Aberdeen UK), Martyn C Jones (0000-0001-7759-3797, School of Nursing and Midwifery University of Dundee UK), Carolyn J Choudhary (0000-0002-5183-9258, Division of Psychology and Sociology Queen Margaret University Edinburgh UK), Marie Johnston (0000-0003-0124-4827, Health Psychology Division of Applied Health Sciences University of Aberdeen UK)
Year2014
Volume105
Issue2
Pages200-213
Publication date2014-05-01
Peer ReviewedYes
Open AccessYes
TypeARTICLE
VenueBritish Journal of Psychology (JOURNAL)
Journal identifiersISSN: 0007-1269 • E-ISSN: 2044-8295
PublisherWiley (PUBLISHER • GB)
DOI10.1111/bjop.12030
PMID24754808
OpenAlexW2139328243
LanguageEN
Citations received2
References cited53

Nurses working for telephone‐based medical helplines must maintain attentional focus while quickly and accurately processing information given by callers to make safe and appropriate treatment decisions. In this study, both higher levels of general occupational stress and elevated stress levels on particular shifts were associated with more frequent failures of attention, memory, and concentration in telephone nurses. Exposure to a stressful shift was also associated with a measurable increase in objectively assessed information‐processing errors. Nurses who experienced more frequent cognitive failures at work made more conservative decisions, tending to refer patients on to other health professionals more often than other nurses. As stress is associated with cognitive performance decrements in telephone nursing, stress‐reduction interventions could improve the quality and safety of care that callers to medical helplines receive

Cognition · Helpline · Medical emergency · Psychiatry · Psychological intervention · Referral · Applied Psychology · Emergency Medicine · Employment and Welfare Studies · Healthcare professionals’ stress and burnout · Medicine · Nursing · Psychology · Workplace Health and Well-being

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