Background: Primary care faces the challenge of developing an easily accessible and effective health care system to meet the needs of the population and to fulfill the care guarantee. Teamwork with satisfactory communication can provide more efficient work and good results for patients. In Gävleborg County, three healthcare centers have started a joint emergency care, where collaboration in teams should optimize resources. Aim: The aim of the this study was to describe district nurses and nurses' experiences of working in the emergency care of primary care. Method: The study had a qualitative approach and a descriptive design. Data were collected using semi-structured interviews and was analyzed with qualitative content analysis. Main result: The interviews resulted in three categories: The teamwork in the emergency care, Changes with a new way of working and Challenges in working with the emergency care. The categories describe district nurses 'and nurses' experiences of a team-based approach where collaboration and accessibility facilitate work and make it effective. The categories also describe challenges in working with the emergency care that led to difficulties in work and shortcomings for the patient. Conclusion: District nurses and nurses in the present study described that the work in primary emergency care was an effective teamwork with satisfactory cooperation and communication between professions. Advantages of the method were accessibility to get advice and support from others and not to be alone. Challenges and difficulties emerged in the work that affected both the working group and the patients. The result in the study give an insight into a common approach of emergency care in the primary care based on the experience of district nurses and nurses. The result in the study can hopefully lead to development and improvement of working methods within emergency care in the primary care.

Sammanfattning Bakgrund: Vårdgarantin innebär en lagstadgad rättighet till läkarkontakt inom sju dagar till primärvården. På ett nationellt plan har såväl tidigare forskning som rapporter identifierat brister i att upprätthålla vårdgarantin. Tre regionsdrivna hälsocentraler i Mellansverige har gemensamt startat ett akutflöde där man arbetar enligt Lean modellen. Detta förväntas bidra till ökad tillgänglighet och korta väntetider. Hur patienterna upplever att få vård via mottagning i primärvården där man arbetar enligt Lean modellen är fortfarande outforskat. Syfte: Var att beskriva hur patienter som sökte vård via akutflödet i en region i Mellansverige skattade sin upplevelse av besöket. Vidare var syftet att ta reda på om det fanns ett samband mellan information och upplevelse efter besöket och om det fanns ett samband mellan kommunikationen med vårdpersonal, bristande kommunikation och upplevelsen efter besöket. Metod: Tvärsnittsstudie med kvantitativ ansats. En validerad och reliabilitetstestad enkät, PEQ (Patient Experience Questionnaire) användes. Den insamlade informationen bearbetades och analyserades med hjälp av statistikprogrammet SPSS. Enkäter delades under en tvåveckorsperiod ut till patienter över 18 år som förstod svenska språket och besökte akutflödet. Huvudresultat: Det som framkom i resultatet var att 73 procent av patienterna som besökte akutflödet och som deltog i studien skattade sina upplevelser som positiva.  Patienterna upplevde att de fick bra information, bemötande och kände sig omhändertagna. Signifikanta samband mellan kommunikation, bristande kommunikation, information och upplevelse har styrkts. Slutsats: Patienter som besökte akutflödet, där vård bedrivs enligt Lean modellen, skattade sina upplevelser som positiva. / Abstract Background: The health guarantee provides a statutory right to a doctor's contact within seven days for primary care. At a national level, both previous research and reports have identified deficiencies in maintaining the healthcare guarantee. Three region-driven health centers in central Sweden have jointly started an acute flow work in accordance with the Lean model. This is expected to contribute to increased availability and shorter waiting times. How patients experience healthcare through primary care receiving the Lean model is still unexplored. Purpose: To describe how patients seeking emergency care in a region in central Sweden estimate their experience of the visit. Furthermore, the purpose was to find out if there was a connection between information and experience immediately after the visit and if there was a connection between communication with healthcare staff, lack of communication and feeling after the visit. Method: Cross-sectional study with quantitative approach. A validated and reliability test questionnaire, PEQ (Patient Experience Questionnaire) was used. The collected information was processed and analyzed using the SPSS statistics program. Surveys were distributed during a two-week period to patients over 18 years who understood the Swedish language and visited the acute flow. Main result: The result showed that 73 per cent of patients visited the acute flow and who participated in the study appreciated their experiences as positive. The patients experienced that they received good information, treatment and felt cared for. Significant connection between communication lacking communication, information and experience has been strengthened. Conclusion: Patients who visited the acute flow, where care is conducted according to the Lean model, appreciated their experiences as positive.