Masters Theses

Date of Award

12-1985

Degree Type

Thesis

Degree Name

Master of Science

Major

Nursing

Major Professor

Lynda Harrison

Abstract

This study provided an analysis of telephone calls made to an urban, northeastern pediatric out-patient department. A descriptive analysis of 1 year's telephone data was undertaken to provide information regarding the reasons for telephone calls, age and sex of the child, time of call, season of the year, and disposition. Caretaker satisfaction with the pediatric practitioners' handling of the telephone calls was evaluated by means of a telephone questionnaire. This data can be used by nurse educators in planning curricular content related to telephone management for advanced pediatric nursing programs.

The child's age was the most discriminating factor in caretaker utilization of the telephone service. The most frequent calls were made during the child's first month of life and especial ly during the first week. Therefore knowledge of the newborn is imperative. The second week of life brought with it a fourfold increase in the number of well child questions and the need for anticipatory guidance regarding normal growth and development. Most calls were related to questions about well child guidance and respiratory, gastrointestinal, and dermatological problems. Providing anticipatory guidance, reassurance, and treatment at home accounted for the disposition of almost one half of the telephone calls. Most caretakers utilized the telephone service because their children were symptomatic and they perceived the situation as serious. Caretakers indicated high degrees of satisfaction with the practitioners' concern, empathy, and interest. The results of the study supported the concept that telephone management is an integral part of any pediatric practice and requires a combination of medical knowledge, interviewing skills, and patient education skills which should be included in advanced pediatric nursing programs.

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