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BACKGROUND: Telephone nursing involves triage, advice, and care management provided by a nurse over the telephone. The telephone nursing dialogue process has been used clinically in telephone nursing in Sweden for several years to structure the communication and ensure a safe assessment and advice. Studies are needed to determine whether there is sufficient scientific evidence to support the method. AIM: To describe the scientific basis of the phases of the telephone nursing dialogue process. DESIGN: This was an integrative review. METHODS: The literature searches were performed in August 2023, in the PubMed, CINAHL, Cochrane Database of Systematic Reviews and SwePUB databases. Sixty-two articles were included. Data was sorted deductively according to the five phases of the telephone nursing dialogue process and categorized inductively to form subcategories describing the content of each phase. RESULT: All five phases in the telephone nursing dialogue process were supported by a range of articles (n = 32-50): Opening (n = 32), Listening (n = 45), Analysing (n = 50), Motivating (n = 48), and Ending (n = 35). During the opening of the call, the nurse presents herself, welcomes the caller and establishes a caring relationship. In the listening phase, the nurse invites the caller to tell their story, listens actively and confirms understanding. During the analyzing phase, the nurse gathers, assesses, and verifies information. In the motivating phase, the nurse reaches a final assessment, informs the caller, gives advice and creates a mutual agreement and understanding while supporting the caller. Ultimately, the nurse ends the call after checking for mutual agreement and understanding, giving safety-net advice, deciding on whether to keep monitoring the caller and rounding off the call. CONCLUSION: The phases of the telephone nursing dialogue process as described in the scientific literature are well aligned with the theoretical descriptions of the telephone nursing dialogue process.

RESUMEN

Nos últimos anos, o tema diálogo tem ganho popularidade entre os profissionais das mais variadas disciplinas e tem sido tratado como um certo tipo de conversa que pode ser alcançada ao seguir-se determinadas fórmulas, ou passos, pré-estabelecidos. Esse breve artigo faz uma reflexão sobre o diálogo como uma atividade natural e espontânea, indicando um processo relacional – colaborativo. A partir dessa perspectiva, o diálogo requer uma mudança na forma como pensamos sobre nós mesmos, sobre nossos colegas de trabalho, nosso mundo em geral e, mais importante, nossa maneira de ser e de nos transformar. O artigo sugere alguns pontos a considerar ao fazermos essa mudança de paradigma, ou seja, do diálogo como técnica ou método terapêutico para um processo mais natural e espontâneo entre seres humanos.(AU)

Dialogue has gained popularity with professionals from a variety of disciplines over the last several years, and has mostly been approached as a certain kind of conversation that can produced by following pre-scripted formulas or steps. This brief article proposes dialogue as a natural and spontaneous activity referred to as a collaborative-relational process. Dialogue from this perspective requires a shift in orientation about how we think about ourselves, the people we work with, what we do together, our world in general, and importantly our ways of being and becoming. The article suggests a few things to consider in making a shift from thinking of dialogue as a therapeutic technique or method to dialogue as a more natural and spontaneous process of one human being in relation with another.(AU)