Improvement of communication and interpersonal competence in telenursing--development of a self-assessment tool

Abstract

Aims and objectives: The aim of this study was to develop a self-assessment tool aiming to raise telenurses' awareness of their communication and interpersonal competence, and highlight areas in need of improvement.

Background: Several studies have revealed the need for development of communication competence in telenursing. Structured analyses of conversations with patients/callers, is one way to increase telenurses' awareness of their unique communication and interpersonal competence.

Design: Instrument development, Validation assessment using the method Content Validity Index.

Method: The process to determine content validity was done in two stages; the development stage and the assessment stage. The development stage started with a literature search. The assessment stage was separated into two phases, assessment by an expert group and assessment and test by telenurses. The telenurses also participated in consensus discussions.

Results: A telenursing self-assessment tool with 58 items was developed. The items were sorted into five sections according to the nursing process.

Conclusion: This study describes the thorough development process of the telenursing self-assessment tool to be used by telenurses in order to become aware of their unique communication and interpersonal competence when analysing their own conversations with patients/callers. As a formative tool it is meant to provide self-direction, feedback and coaching, and create learning opportunities.

Relevance to clinical practice: The self-assessment tool helps the telenurse to follow the nursing process, to be patient-centred, and it is meant to provide self-direction, feedback, and coaching, as well as create learning opportunities. The tool can contribute to the development of communication and interpersonal competence in telephone advice nursing. Further development of the tool may provide an objective scoring instrument for evaluating communication training and education in the field.

Keywords: clinical competence; communication; hotlines; instrument development; nurse-patient relations; self-assessment; telenursing; triage.