Fatores facilitadores e inibidores no atendimento telefónico de enfermagem: uma revisão sistemática

Introduction: The hotlines for counselling and referral in the health area, supported by nurses, are common. This systematic review of the literature aims to identify facilitating and inhibiting factors and offer improvements to the services of this telephone facility. Method: It was conducted a search on PubMed and EBSCO databases with the descriptors triage, “hotlines” and “nursing”. Nine scientific articles were identified, related to the telephone attendance by nurses, with a view on counseling, education, referral or orientation, and identification of facilitating or inhibiting factors, barriers, problems and experiences perceived by them. Results: From the analysis of the articles, emerged three factor groups that could contribute to the improvement of these services: organizational factors, related to the characteristics of the nurses and to the user’s perceptions. Discussion: It was shown the need to study better the perception of nurses and users in the nursing telephone calls, as well as the evaluation of the interventions, in order to improve the delivery of these health care services.