Evaluation of an Educational Programme for Telephone Advisers in Primary Health Care

Marklund B, Silfverhielm B and Bengtsson C. Evaluation of an educational programme for telephone advisers in primary health care. Family Practice 1989; 6: 263–267. Telephone advisers, usually registered nurses, have a very important role in the Swedish primary health care service. In order to improve this service, a special educational programme has been worked out for registered nurses working at a Swedish health centre. The purpose of this paper is to evaluate this educational programme at one of the health centres. The quality of the telephone advice was evaluated by a blind observer. After the educational programme the quality of advice was improved. Among the participating nurses, the confidence and the satisfaction with the work increased after the educational programme.