Work

Impact of COVID ‐19 on Telephone‐Triage Nurses' Emotional Well‐Being: A Qualitative Study

Year: 2025

Type: article

Abstract: AIMS: To describe telephone-triage nurses' perceptions of their well-being and the system factors that influenced their well-being while conducting telephone-triage for COVID-19 during the pandemic. DESIGN: This descriptive, qualitative study applied both inductive and deductive analysis to generate themes. METHODS: We interviewed a convenience sample of 27 nurses from two health systems about their perceptions of well-being when triaging patient calls about COVID-19 and reasons for those perceptions. Data collection occurred between November 2020 and June 2021. Themes were organised using the National Academies of Science, Engineering and Medicine framework. RESULTS: Telephone-triage nurses' well-being was significantly impacted by COVID-19. Uncertainty regarding evolving COVID-19 guidance, increased call volumes and difficult patient responses were some of the key work system challenges that impacted nurses' well-being. CONCLUSIONS: Our findings suggest the need to revisit work system factors that impact the well-being of telephone-triage nurses and develop organisational interventions to support nurses to provide optimal care during crisis situations. PRACTICE IMPLICATIONS: Organisational information infrastructure should be bolstered for future pandemic responses to minimise impacts on nurses' well-being. Additionally, leaders need to realign tasks, workflows and workload of telephone triage during pandemic surges to prevent excessive demands on nurses. IMPACT: This work contributes to understanding telephone-triage nurses' well-being during COVID-19. The increased demands they faced and impact on their well-being point to opportunities for organisational well-being interventions and development of crisis standards for tele-triaging to support nurses during high-stress, crisis situations. REPORTING: The authors have adhered to COREQ guidelines for reporting. PATIENT OR PUBLIC CONTRIBUTION: No patient or public contribution.

Source: Journal of Advanced Nursing

DOI: 10.1111/jan.70285

Authors: Élise N. Arsenault Knudsen, Laura Cullen, Stephanie W. Edmonds, Brandon Murphy, Priyadarshini R. Pennathur

Institutions: University of Wisconsin–Madison, University of Iowa Hospitals and Clinics, University of Iowa Health Care, University of Iowa

Language: English

Topic: COVID-19 and Mental Health

Subfield: Clinical Psychology

Field: Psychology

Domain: Social Sciences

SDG: Good health and well-being

Open Access status: bronze

Funder: National Science Foundation