"I just haven't experienced anything like this before": A qualitative exploration of callers' interpretation of experienced conditions in telephone consultations preceding a myocardial infarction

Britta Jensen; Henrik Vardinghus-Nielsen; Elisabeth Helen Anna Mills; Amalie Lykkemark Møller; Filip Gnesin; Nertila Zylyftari; Kristian Kragholm; Fredrik Folke; Helle Collatz Christensen; Stig Nikolaj Fasmer Blomberg; Christian Torp-Pedersen; Henrik Bøggild

doi:10.1016/j.pec.2023.107643

"I just haven't experienced anything like this before": A qualitative exploration of callers' interpretation of experienced conditions in telephone consultations preceding a myocardial infarction

Britta Jensen, Henrik Vardinghus-Nielsen, Elisabeth Helen Anna Mills, Amalie Lykkemark Møller, Filip Gnesin, Nertila Zylyftari, Kristian Kragholm, Fredrik Folke, Helle Collatz Christensen, Stig Nikolaj Fasmer Blomberg, Christian Torp-Pedersen, Henrik Bøggild

Research output: Contribution to journal › Journal article › Research › peer-review

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Abstract

OBJECTIVES: Callers with myocardial infarction presenting atypical symptoms in telephone consultations when calling out-of-hours medical services risk misrecognition. We investigated characteristics in callers' interpretation of experienced conditions through communication with call-takers.

METHODS: Recording of calls resulting in not having an ambulance dispatched for 21 callers who contacted a non-emergency medical helpline, Copenhagen (Denmark), up to one week before they were diagnosed with myocardial infarction. Qualitative content analysis was applied.

RESULTS: Awareness of illness, remedial actions and previous experiences contributed to callers' interpretation of the experienced condition. Unclear symptoms resulted in callers reacting to their interpretation by being unsure and worried. Negotiation of the interpretation was seen when callers tested the call-taker's interpretation of the condition and when either caller or call-taker suggested: "wait and see".

CONCLUSION: Callers sought to interpret the experienced conditions but faced challenges when the conditions appeared unclear and did not correspond to the health system's understanding of symptoms associated with myocardial infarction. It affected the communicative interaction with the call-taker and influenced the call-taker's choice of response.

PRACTICE IMPLICATIONS: Call-takers, as part of the decision-making process, could ask further questions about the caller's insecurity and worry. It might facilitate faster recognition of conditions warranting hospital referral.

Original language	English
Article number	107643
Journal	Patient Education and Counseling
Volume	109
ISSN	0738-3991
DOIs	https://doi.org/10.1016/j.pec.2023.107643
Publication status	Published - Apr 2023

Bibliographical note

Keywords

Anxiety
Communication
Humans
Myocardial Infarction/diagnosis
Referral and Consultation
Telephone
Myocardial infarction
Qualitative content analysis
Atypical symptoms
Systems theory
Emergency medical services

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Jensen, B., Vardinghus-Nielsen, H., Mills, E. H. A., Møller, A. L., Gnesin, F., Zylyftari, N., Kragholm, K., Folke, F., Christensen, H. C., Blomberg, S. N. F., Torp-Pedersen, C., & Bøggild, H. (2023). "I just haven't experienced anything like this before": A qualitative exploration of callers' interpretation of experienced conditions in telephone consultations preceding a myocardial infarction. Patient Education and Counseling, 109, Article 107643. Advance online publication. https://doi.org/10.1016/j.pec.2023.107643

@article{5191571effc344c096259ff5f419c697,

title = "{"}I just haven't experienced anything like this before{"}: A qualitative exploration of callers' interpretation of experienced conditions in telephone consultations preceding a myocardial infarction",

abstract = "OBJECTIVES: Callers with myocardial infarction presenting atypical symptoms in telephone consultations when calling out-of-hours medical services risk misrecognition. We investigated characteristics in callers' interpretation of experienced conditions through communication with call-takers.METHODS: Recording of calls resulting in not having an ambulance dispatched for 21 callers who contacted a non-emergency medical helpline, Copenhagen (Denmark), up to one week before they were diagnosed with myocardial infarction. Qualitative content analysis was applied.RESULTS: Awareness of illness, remedial actions and previous experiences contributed to callers' interpretation of the experienced condition. Unclear symptoms resulted in callers reacting to their interpretation by being unsure and worried. Negotiation of the interpretation was seen when callers tested the call-taker's interpretation of the condition and when either caller or call-taker suggested: {"}wait and see{"}.CONCLUSION: Callers sought to interpret the experienced conditions but faced challenges when the conditions appeared unclear and did not correspond to the health system's understanding of symptoms associated with myocardial infarction. It affected the communicative interaction with the call-taker and influenced the call-taker's choice of response.PRACTICE IMPLICATIONS: Call-takers, as part of the decision-making process, could ask further questions about the caller's insecurity and worry. It might facilitate faster recognition of conditions warranting hospital referral.",

keywords = "Anxiety, Communication, Humans, Myocardial Infarction/diagnosis, Referral and Consultation, Telephone, Myocardial infarction, Qualitative content analysis, Atypical symptoms, Systems theory, Emergency medical services",

author = "Britta Jensen and Henrik Vardinghus-Nielsen and Mills, {Elisabeth Helen Anna} and M{\o}ller, {Amalie Lykkemark} and Filip Gnesin and Nertila Zylyftari and Kristian Kragholm and Fredrik Folke and Christensen, {Helle Collatz} and Blomberg, {Stig Nikolaj Fasmer} and Christian Torp-Pedersen and Henrik B{\o}ggild",

year = "2023",

month = apr,

doi = "10.1016/j.pec.2023.107643",

language = "English",

volume = "109",

journal = "Patient Education and Counseling",

issn = "0738-3991",

publisher = "Elsevier",

}

Jensen, B , Vardinghus-Nielsen, H , Mills, EHA, Møller, AL, Gnesin, F, Zylyftari, N, Kragholm, K, Folke, F, Christensen, HC, Blomberg, SNF, Torp-Pedersen, C & Bøggild, H 2023, '"I just haven't experienced anything like this before": A qualitative exploration of callers' interpretation of experienced conditions in telephone consultations preceding a myocardial infarction', Patient Education and Counseling, vol. 109, 107643. https://doi.org/10.1016/j.pec.2023.107643

"I just haven't experienced anything like this before": A qualitative exploration of callers' interpretation of experienced conditions in telephone consultations preceding a myocardial infarction. / Jensen, Britta ; Vardinghus-Nielsen, Henrik ; Mills, Elisabeth Helen Anna et al.
In: Patient Education and Counseling, Vol. 109, 107643, 04.2023.

Research output: Contribution to journal › Journal article › Research › peer-review

TY - JOUR

T1 - "I just haven't experienced anything like this before"

T2 - A qualitative exploration of callers' interpretation of experienced conditions in telephone consultations preceding a myocardial infarction

AU - Jensen, Britta

AU - Vardinghus-Nielsen, Henrik

AU - Mills, Elisabeth Helen Anna

AU - Møller, Amalie Lykkemark

AU - Gnesin, Filip

AU - Zylyftari, Nertila

AU - Kragholm, Kristian

AU - Folke, Fredrik

AU - Christensen, Helle Collatz

AU - Blomberg, Stig Nikolaj Fasmer

AU - Torp-Pedersen, Christian

AU - Bøggild, Henrik

PY - 2023/4

Y1 - 2023/4

N2 - OBJECTIVES: Callers with myocardial infarction presenting atypical symptoms in telephone consultations when calling out-of-hours medical services risk misrecognition. We investigated characteristics in callers' interpretation of experienced conditions through communication with call-takers.METHODS: Recording of calls resulting in not having an ambulance dispatched for 21 callers who contacted a non-emergency medical helpline, Copenhagen (Denmark), up to one week before they were diagnosed with myocardial infarction. Qualitative content analysis was applied.RESULTS: Awareness of illness, remedial actions and previous experiences contributed to callers' interpretation of the experienced condition. Unclear symptoms resulted in callers reacting to their interpretation by being unsure and worried. Negotiation of the interpretation was seen when callers tested the call-taker's interpretation of the condition and when either caller or call-taker suggested: "wait and see".CONCLUSION: Callers sought to interpret the experienced conditions but faced challenges when the conditions appeared unclear and did not correspond to the health system's understanding of symptoms associated with myocardial infarction. It affected the communicative interaction with the call-taker and influenced the call-taker's choice of response.PRACTICE IMPLICATIONS: Call-takers, as part of the decision-making process, could ask further questions about the caller's insecurity and worry. It might facilitate faster recognition of conditions warranting hospital referral.

AB - OBJECTIVES: Callers with myocardial infarction presenting atypical symptoms in telephone consultations when calling out-of-hours medical services risk misrecognition. We investigated characteristics in callers' interpretation of experienced conditions through communication with call-takers.METHODS: Recording of calls resulting in not having an ambulance dispatched for 21 callers who contacted a non-emergency medical helpline, Copenhagen (Denmark), up to one week before they were diagnosed with myocardial infarction. Qualitative content analysis was applied.RESULTS: Awareness of illness, remedial actions and previous experiences contributed to callers' interpretation of the experienced condition. Unclear symptoms resulted in callers reacting to their interpretation by being unsure and worried. Negotiation of the interpretation was seen when callers tested the call-taker's interpretation of the condition and when either caller or call-taker suggested: "wait and see".CONCLUSION: Callers sought to interpret the experienced conditions but faced challenges when the conditions appeared unclear and did not correspond to the health system's understanding of symptoms associated with myocardial infarction. It affected the communicative interaction with the call-taker and influenced the call-taker's choice of response.PRACTICE IMPLICATIONS: Call-takers, as part of the decision-making process, could ask further questions about the caller's insecurity and worry. It might facilitate faster recognition of conditions warranting hospital referral.

KW - Anxiety

KW - Communication

KW - Humans

KW - Myocardial Infarction/diagnosis

KW - Referral and Consultation

KW - Telephone

KW - Myocardial infarction

KW - Qualitative content analysis

KW - Atypical symptoms

KW - Systems theory

KW - Emergency medical services

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U2 - 10.1016/j.pec.2023.107643

DO - 10.1016/j.pec.2023.107643

M3 - Journal article

C2 - 36716564

SN - 0738-3991

VL - 109

JO - Patient Education and Counseling

JF - Patient Education and Counseling

M1 - 107643

ER -

Jensen B , Vardinghus-Nielsen H , Mills EHA, Møller AL, Gnesin F, Zylyftari N et al. "I just haven't experienced anything like this before": A qualitative exploration of callers' interpretation of experienced conditions in telephone consultations preceding a myocardial infarction. Patient Education and Counseling. 2023 Apr;109:107643. Epub 2023 Jan 20. doi: 10.1016/j.pec.2023.107643

"I just haven't experienced anything like this before": A qualitative exploration of callers' interpretation of experienced conditions in telephone consultations preceding a myocardial infarction

Abstract

Bibliographical note

Keywords

Access to Document

AUB Link

Other files and links

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Early warning: Recognition of early warning symptoms

Understanding Reaction to Early Signs of Development of Myocardial Infarction and Out-of-Hospital Heart Arrest: A Qualitative Study of the Communicative Interaction Between Patients and Call-Takers in Telephone Consultations Preceding Myocardial Infarction and Out-of-Hospital Cardiac Arrest

Cite this

"I just haven't experienced anything like this before": A qualitative exploration of callers' interpretation of experienced conditions in telephone consultations preceding a myocardial infarction

Abstract

Bibliographical note

Keywords

Access to Document

AUB Link

Other files and links

Fingerprint

Projects

Early warning: Recognition of early warning symptoms

Research output

Understanding Reaction to Early Signs of Development of Myocardial Infarction and Out-of-Hospital Heart Arrest: A Qualitative Study of the Communicative Interaction Between Patients and Call-Takers in Telephone Consultations Preceding Myocardial Infarction and Out-of-Hospital Cardiac Arrest

Cite this