Telephone 'emergencies'. How to respond appropriately and effectively.

Abstract:

:While the appropriateness of giving medical advice on the telephone could be debated, this discussion is based on the assumption that few physicians can avoid providing this service to their patients. In fact, most physicians must respond often to telephone requests for advice. A large portion of these "emergency" calls result from the caller's psychological experience of powerlessness and helplessness in a situation that he or she perceives as health-related. An understanding of the dynamics of helplessness is essential for the physician to respond therapeutically. A five-step interviewing strategy--including listening, clarification, exploration of self-help, support, and advice--can then be followed in sequence. These steps are applicable not only to medical situations but to any telephone situation in which crisis and helplessness are major components.

journal_name

Postgrad Med

journal_title

Postgraduate medicine

authors

Davidhizar RE,Wehlage DF

doi

10.1080/00325481.1987.11699699

subject

Has Abstract

pub_date

1987-02-01 00:00:00

pages

61-8

issue

2

eissn

0032-5481

issn

1941-9260

journal_volume

81

pub_type

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