Submitted by Fabiana Gonçalves Pinto (benf@ndc.uff.br) on 2016-10-14T19:32:04Z No. of bitstreams: 1 Tallita Mello Delphino.pdf: 2292421 bytes, checksum: 1c5d2e29ee8a7afca245d4511f3ec3a5 (MD5) / Made available in DSpace on 2016-10-14T19:32:04Z (GMT). No. of bitstreams: 1 Tallita Mello Delphino.pdf: 2292421 bytes, checksum: 1c5d2e29ee8a7afca245d4511f3ec3a5 (MD5) Previous issue date: 2016 / Mestrado Acadêmico em Ciências do Cuidado em Saúde / Introdução: A cirurgia de facectomia tem sido cada vez mais freqüente, com isso, há necessidade de estratégias que auxiliem no seguimento pós-operatório com vistas a recuperação cirúrgica e minimização de complicações. Ao considerar a vulnerabilidade dos idosos a ocorrência de possíveis complicações pós-operatórias, definiu-se como itens de investigação os componentes do diagnóstico de enfermagem Recuperação cirúrgica retardada, proposto pela NANDA-I. Objetivos: Comparar a incidência do diagnóstico de recuperação cirúrgica retarda ao longo de 04 semanas no grupo acompanhado por telefone e no grupo controle; Analisar o acompanhamento telefônico para sujeitos em pós-operatório de facectomia no grupo experimento. Método: Trata-se de um estudo clínico randomizado cego para avaliação da efetividade do acompanhamento por telefone pela enfermeira na recuperação cirúrgica de idosos em pós-operatório de extração de catarata. A amostra do estudo consistiu em 95 participantes idosos com 60 anos ou mais de idade, em pré-operatório de cirurgia de catarata, provenientes do serviço de oftalmologia de dois hospitais localizados no município de Niterói-RJ, e que possuíssem telefone celular ou fixo disponível para o contato pela enfermeira. A amostra foi dividida em dois grupos Experimento e Controle, de forma randomizada, e foi obtida por cálculo amostral proposto por Pocock (1983). O grupo Experimento teve acesso à intervenção acompanhamento por telefone, que consistiu em 04 ligações no período das 04 semanas, realizada pela pesquisadora através de um protocolo de ligação semi-estruturado, como também acesso ao tratamento convencional. O grupo Controle teve acesso ao tratamento convencional sem o acompanhamento por telefone. O dois grupos foram acompanhados no ambulatório no 1º, 7º e 30º dia de pós-operatório durante 04 semanas para identificação da presença do diagnóstico de enfermagem recuperação cirúrgica retardada. Resultados: Houve ausência na primeira avaliação dos desfechos analisados em ambos os grupos. Na segunda avaliação, a ocorrência de recuperação cirúrgica retardada foi de 36,2% no grupo Controle e de 6,3% no grupo Experimento (p-0,000). A razão de chances (Odds Ratio = 0,118; Intervalo de Confiança = 0,032;0,437) indica a possibilidade de um efeito protetor do acompanhamento por telefone contra retardo na recuperação cirúrgica. Constatou-se também que o acompanhamento por telefone auxilia fortemente os pacientes na redução de chances de ocorrências de Evidência de interrupção na cicatrização da área cirúrgica (p-0,000); Relato de desconforto (p-0,001); Dor (p-0,003); Sentimento pós-operatório de ansiedade (p-0,000), Sentimento pós-operatório de preocupação(p-0,031), e Infecção pós-operatória no local da cirurgia (p-0,000). A ocorrência dessas características definidoras e fatores relacionados são significativamente menores no grupo experimento. Conclusão: Pacientes submetidos à intervenção acompanhamento por telefone têm chances significativamente reduzidas de apresentarem retardo na recuperação cirúrgica. O seguimento dos pacientes com orientações pós-alta auxilia principalmente na segurança e compreensão dos cuidados domiciliares, como também na detecção de complicações precocemente. / Introduction: Cataract surgery has been increasingly frequent, with this, there is need for strategies to assist in the postoperative follow-up to a full recovery and minimizing surgical complications. Considering the vulnerability of the elderly to possible occurrence of postoperative complications, defined as research items the components of the nursing diagnosis surgical recovery delayed, proposed by NANDA-I. Objectives: To compare the incidence of diagnosis of surgical recovery slows over 04 weeks in the group accompanied by telephone and in the control group; Analyze the telephone follow-up for subjects in cataract surgery after surgery in the experimental group. Method: This is a blind randomized clinical trial to evaluate the effectiveness of follow-up by phone the nurse in the surgical recovery in elderly postoperative cataract extraction. The study sample consisted of 95 elderly participants aged 60 or older in the preoperative period of cataract surgery, from the ophthalmology service of two hospitals located in Niterói-RJ, and possessing cell phone or landline available to contact the nurse. The sample was divided into two experiment groups and control, randomly, and was obtained by sample calculation proposed by Pocock (1983). Experiment group had access to intervention Telephone follow-up, which consisted of 04 bonds in the period of 04 weeks, conducted by researcher through a semi-structured connection protocol, as well as access to conventional treatment. The control group had access to conventional treatment without follow-up by telephone. The two groups were followed at the clinic on the 1st, 7th and 30th day postoperatively for 04 weeks to identify the presence of nursing diagnosis surgical recovery delayed. Results: There was absence in the first evaluation of the outcomes analyzed in both groups. In the second evaluation, the occurrence of delayed surgical recovery was 36.2% in the control group and 6.3% in the experiment group (p-0.000). The odds ratio (odds ratio = 0.118; confidence interval = 0.032; 0.437) indicates the possibility of a protective effect of telephone follow-ups against delay in surgical recovery. It was also found that monitoring by phone strongly supports patients in reducing chances of interruption Evidence of occurrences in the healing of surgical area (p-0.000); Reporting discomfort (p-0.001); Pain (p-0.003); Postoperative anxiety feeling (p-0.000), postoperative feeling of concern (p-0.031), and postoperative infection at the surgical site (p-0.000). The occurrence of these defining characteristics and related factors are significantly lower in the experimental group. Conclusion: Patients undergoing intervention Telephone follow-up have significantly reduced chances of presenting delay in surgical recovery. The follow-up of patients with post-discharge guidelines helps especially in safety and understanding of home care, as well as to detect complications early.

Psykisk ohälsa är ett växande folkhälsoproblem och förutspås vara den största sjukdomsbördan i världen år 2030. Första vårdkontakten för patienter med psykisk ohälsa är vanligtvis sjuksköterskor i telefonrådgivning inom primärvård. Sjuksköterskor i telefonrådgivning upplever att de bland annat saknar erfarenhet, kunskap samt rätt verktyg för att ge adekvat rådgivning när de möter patienter med psykisk ohälsa. Det är därmed relevant att undersöka sjuksköterskans upplevelse av att bedöma psykisk ohälsa vid telefonrådgivning inom primärvården. Sex sjuksköterskor med olika lång erfarenhet av arbete i telefonrådgivning intervjuades. Dataanalysen genomfördes med hjälp av Elo och Kyngäs kvalitativa innehållsanalys med en induktiv ansats. Två kategorier framträder i resultatet, ”att känna sig otillräcklig” samt ”att känna sig otrygg” följt av 7 subkategorier. Det finns behov av psykiatrisk specialistkompetens inom primärvården för att möta behoven relaterat till psykisk ohälsa i samhället. Sjuksköterskan känner sig otillräcklig vid bedömning av psykisk ohälsa i telefonrådgivning, vilket belyser vikten av tillgång till spetskompetens på arbetsplatsen. / Mental illness is a public health problem that is predicted to be the biggest burden of disease in the world by the year 2030. Telenurses in primary care are usually the first to encounter patients with mental illness. Telenurses feel that they lack experience and knowledge or the right tools to provide adequate care when they encounter mental illness. It is thus relevant to further research the nurses experience of assessing mental illness through telenursing in primary care. Six nurses with different lengths of experience in working in primary care telenursing were interviewed and the collected data were analyzed using Elo and Kyngäs qualitative content analysis with an inductive approach. Two categories appeared in the result, “to feel inadequate” and “to feel insecure” followed by seven subcategories. Feelings of inadequacy and insecurity emerged when facing mental illness and the conclusion of this study highlights the importance of access to expertise in the workplace, such as a psychiatric nurse.

Bakgrund: Telefonrådgivning inom eHälsa är ett växande fenomen i och med en allt mer åldrande befolkning och förändringar i demografin. Primärvårdens telefonrådgivning är den första kontakten med hälso- och sjukvården dit patienten ringer för att få hjälp och stöd. God kommunikation och bemötande är av vikt vid samtalet mellan sjuksköterskan och den vårdsökande på grund av avsaknaden av det visuella. Vidare ska sjuksköterskan förhålla sig till personcentrerad omvårdnad som är en av sjuksköterskans kärnkompetenser. Hur påverkas vårdrelationen mellan sjuksköterska och vårdsökande då de fysiska mötena får allt mindre plats? Syfte: Syftet var att sammanställa sjuksköterskors erfarenheter av faktorer som påverkar vårdrelationen vid telefonrådgivning inom primärvården. Metod: Litteraturstudie med induktiv ansats baserad på tio kvalitativa studier, publicerade mellan år 2001–2020. Kvalitativ innehållsanalys användes för att bearbeta data. Resultat: Vid analys identifierades tre kategorier av betydelse för vårdrelationen: samtalet, bedömnings- och beslutsprocessen samt organisationen. Fynden var överlappande i många avseenden. Ett utmärkande resultat var svårigheter kopplat till avsaknaden av det visuella, vilket genomsyrar alla tre huvudfynd. Vidare relaterades svårigheter avseende organisationen och bristande resurser såväl till samtalet som bedömnings- och beslutsprocessen. Slutsats: Avsaknad av det visuella är av betydelse för bedömningen och kan påverka bedömningen negativt. Organisatoriska brister som innebär att sjuksköterskan måste ta beslut skyndsamt kan innebära att den personcentrerade vården faller bort, vilket påverkar vårdrelationen mellan sjuksköterska och den vårdsökande. Studiens resultat kan öka förståelsen för sjuksköterskans erfarenhet av vårdrelationer vid telefonrådgivning inom primärvården. Trycket på primärvården beräknas öka i framtiden varför mer forskning inom området är av intresse för att säkerställa att en god vård tillhandahålls. / Background: Telenursing within eHealth is a growing phenomenon due to an increase in aging within the population and changes in demographics. Telenursing within primary health care is the first line for patients to get support and help. Good communication and how the patient is approached by the nurse is of importance in the call due to lack of visual cues. Furthermore, the nurse must assign to person-centred care, which is one of the nurses’ core competencies. How is the nurse-patient relation affected due to physical meetings being carried out to a lesser extent? Aim: The aim is to compile nurses' experiences of factors with an impact on nurse-patient relations in telenursing within primary health care. Method: Literature review with an inductive approach, based on ten qualitative studies, published between 2001–2020. To process the data content analysis was used. Results: Three categories of importance for nurse-patient relations were identified during the analysis: the conversation, the assessment and decisionmaking process and the organization. The findings were overlapping in many aspects. Difficulty linked to the lack of visual cues was a distinctive result, which pervades all three main findings. Furthermore, difficulties regarding the organization and the lack of resources, were related to both the conversation and the assessment and decision-making process. Conclusion: The absence of visual cues which emerged in the result is an important aspect of the assessment, which can affect the assessment negatively. Organizational shortcomings with the effect of the nurse having to make decisions quickly can result in the person-centred care being opted out, which affects the nurse-patient relations. The results of the literature review can increase the understanding of the nurse's experiences of nurse-patient relations in telenursing within primary health care. More research within the topic is of interest to ensure that good quality of care is provided, due to an estimated increase of demand on primary health care in the future.

Introduction : Il a été démontré que les enfants opérés pour une amygdalectomie éprouvaient des niveaux de douleur modérée à sévère, et ce pendant plusieurs jours suite à la chirurgie. Suite au retour à domicile, plusieurs parents ont tendance à administrer l’analgésie de façon non-optimale à leur enfant et ce pour diverses raisons, ce qui contribue au maintien de niveaux de douleur élevés et à l’incidence de complications postopératoires. But : Cette étude avait pour but d’évaluer l’effet d'un suivi infirmier téléphonique, effectué auprès de parents d'enfants opérés pour une amygdalectomie, sur la gestion de la douleur et la prévention de complications postopératoires. Méthode : Cette étude clinique randomisée a comparé un groupe expérimental (suivi infirmier téléphonique) à un groupe contrôle (traitement standard) (n = 52). Le suivi infirmier téléphonique fut effectué au 1er, 3e, 5e et 10e jour postopératoire et permettait d’évaluer l’évolution du client et d’offrir un enseignement personnalisé selon un cadre prédéfini. Les critères d’évaluation furent l’intensité de la douleur, la quantité d’analgésie administrée à l’enfant, les complications postopératoires et le recours à des services de santé non-planifiés. Résultats : Les enfants du groupe expérimental ont présenté une intensité de douleur plus faible au 3e jour postopératoire, le matin (P= 0.041) et le soir (P= 0.010). Les enfants de ce groupe ont reçu davantage de doses d’analgésiques au 1er jour postopératoire (P= 0.007) et au 5e jour postopératoire (P= 0.043). Ils ont eu moins de vomissements au congé de l’hôpital (P= 0.040) et au 3e jour postopératoire (P= 0.042), moins de somnolence au 1er jour postopératoire (P= 0.041), une meilleure hydratation au 1er (P= 0.014) et 3e jour postopératoire (P= 0.019), mais ont souffert davantage de constipation au 3e jour postopératoire (P< 0.001). Aucune différence significative n’a été observée quant au recours à des services de santé. Conclusion : Le suivi infirmier téléphonique, effectué auprès de parents d'enfants opérés pour une amygdalectomie, a certains effets bénéfiques sur la gestion de la douleur et la prévention de complications postopératoires, mais n’a pas eu d’effet significatif sur le recours à des services de santé. / Background: After tonsillectomy, children experience moderate to severe pain for several days. Following discharge from the hospital, many parents give insufficient analgesia to their child, based on numerous misguided beliefs. This contributes to more pain and an increase of postoperative complications. Aim: Evaluation of the efficacy of a nurse telephone follow-up with parents of children who underwent tonsillectomy, on pain intensity, occurrence of postoperative complications and frequency of resort to other health services. Methods: This randomised clinical trial compared an intervention group (nurse telephone follow-up) with a control group (standard care, without follow-up) (n=52). Nurse telephone follow-up was made on the 1st, 3rd, 5th and 10th postoperative day and included advice and explanation regarding problems experienced by parents, using an algorithm of interventions. Outcomes evaluated were pain intensity, frequency of analgesics administered to the child, occurrence of postoperative complications and resort to health services. Data was collected at hospital discharge, and on the 1st, 3rd, 5th and 10th postoperative days (POD). Results: Children in the experimental group had lower pain intensity scores after medication than the control group in the morning (P= 0.041) and evening (P= 0.010) of POD 3. Children in the nurse follow-up group received more doses of analgesics on POD 1 (P= 0.007) and POD 5 (P= 0.043). Significant differences were observed, in favour of the nurse follow-up group, regarding vomiting at POD 0 (P= 0.040) and POD 3 (P= 0.042), dizziness at POD 1(P= 0.041), and fluid intake at POD 1(P= 0.014) and POD 3 (P= 0.019) - although, constipation was more frequent in the nurse follow-up group at POD 3 (P< 0.001). There was no significant difference, between both groups, regarding resort to other health services. Conclusion: Nurse telephone follow-up with parents of children who underwent tonsillectomy was beneficial for some aspects of pain management and occurrence of some postoperative complications, but did not decrease resort to other health services.

Introduction : Il a été démontré que les enfants opérés pour une amygdalectomie éprouvaient des niveaux de douleur modérée à sévère, et ce pendant plusieurs jours suite à la chirurgie. Suite au retour à domicile, plusieurs parents ont tendance à administrer l’analgésie de façon non-optimale à leur enfant et ce pour diverses raisons, ce qui contribue au maintien de niveaux de douleur élevés et à l’incidence de complications postopératoires. But : Cette étude avait pour but d’évaluer l’effet d'un suivi infirmier téléphonique, effectué auprès de parents d'enfants opérés pour une amygdalectomie, sur la gestion de la douleur et la prévention de complications postopératoires. Méthode : Cette étude clinique randomisée a comparé un groupe expérimental (suivi infirmier téléphonique) à un groupe contrôle (traitement standard) (n = 52). Le suivi infirmier téléphonique fut effectué au 1er, 3e, 5e et 10e jour postopératoire et permettait d’évaluer l’évolution du client et d’offrir un enseignement personnalisé selon un cadre prédéfini. Les critères d’évaluation furent l’intensité de la douleur, la quantité d’analgésie administrée à l’enfant, les complications postopératoires et le recours à des services de santé non-planifiés. Résultats : Les enfants du groupe expérimental ont présenté une intensité de douleur plus faible au 3e jour postopératoire, le matin (P= 0.041) et le soir (P= 0.010). Les enfants de ce groupe ont reçu davantage de doses d’analgésiques au 1er jour postopératoire (P= 0.007) et au 5e jour postopératoire (P= 0.043). Ils ont eu moins de vomissements au congé de l’hôpital (P= 0.040) et au 3e jour postopératoire (P= 0.042), moins de somnolence au 1er jour postopératoire (P= 0.041), une meilleure hydratation au 1er (P= 0.014) et 3e jour postopératoire (P= 0.019), mais ont souffert davantage de constipation au 3e jour postopératoire (P< 0.001). Aucune différence significative n’a été observée quant au recours à des services de santé. Conclusion : Le suivi infirmier téléphonique, effectué auprès de parents d'enfants opérés pour une amygdalectomie, a certains effets bénéfiques sur la gestion de la douleur et la prévention de complications postopératoires, mais n’a pas eu d’effet significatif sur le recours à des services de santé. / Background: After tonsillectomy, children experience moderate to severe pain for several days. Following discharge from the hospital, many parents give insufficient analgesia to their child, based on numerous misguided beliefs. This contributes to more pain and an increase of postoperative complications. Aim: Evaluation of the efficacy of a nurse telephone follow-up with parents of children who underwent tonsillectomy, on pain intensity, occurrence of postoperative complications and frequency of resort to other health services. Methods: This randomised clinical trial compared an intervention group (nurse telephone follow-up) with a control group (standard care, without follow-up) (n=52). Nurse telephone follow-up was made on the 1st, 3rd, 5th and 10th postoperative day and included advice and explanation regarding problems experienced by parents, using an algorithm of interventions. Outcomes evaluated were pain intensity, frequency of analgesics administered to the child, occurrence of postoperative complications and resort to health services. Data was collected at hospital discharge, and on the 1st, 3rd, 5th and 10th postoperative days (POD). Results: Children in the experimental group had lower pain intensity scores after medication than the control group in the morning (P= 0.041) and evening (P= 0.010) of POD 3. Children in the nurse follow-up group received more doses of analgesics on POD 1 (P= 0.007) and POD 5 (P= 0.043). Significant differences were observed, in favour of the nurse follow-up group, regarding vomiting at POD 0 (P= 0.040) and POD 3 (P= 0.042), dizziness at POD 1(P= 0.041), and fluid intake at POD 1(P= 0.014) and POD 3 (P= 0.019) - although, constipation was more frequent in the nurse follow-up group at POD 3 (P< 0.001). There was no significant difference, between both groups, regarding resort to other health services. Conclusion: Nurse telephone follow-up with parents of children who underwent tonsillectomy was beneficial for some aspects of pain management and occurrence of some postoperative complications, but did not decrease resort to other health services.

Ce mémoire est un des segments d'une recherche de plus grande envergure sur le service Info-Santé, et qui se déroule au Centre de Santé et de Services sociaux de Laval. / Les services téléphoniques de consultation en soins infirmiers sont en progression partout dans le monde. On sait que les infirmières qui possèdent une plus longue expérience de pratique au téléphone obtiennent davantage d’informations sur la condition de santé du client qui les consulte que celles qui comptent moins d’années d’expérience. Nous pouvons présumer que les niveaux d’expertise décrits par Benner (1984) expliquent cette différence. Toutefois aucune étude à ce jour ne décrit comment se manifeste cette différence entre les niveaux d’expertise dans la conversation au cours d’une intervention entre l’infirmière et l’appelant. Le but de cette étude descriptive était d’identifier les manifestations de cette expertise dans la communication, lors de la consultation téléphonique. À l’aide du Roter Interaction Analysis System (RIAS), 190 enregistrements d’appels, entre infirmières (N = 15), de divers niveaux de compétence selon la nomenclature de Benner (1984) et les appelants qui les ont consultées, ont été analysés. Les appels étudiés, issus d’une étude de plus grande envergure, devaient être faits par le parent d’un enfant de moins de cinq ans, et devaient faire l’objet d’une première consultation. Il a été possible de nommer des caractéristiques, des forces et des faiblesses communes aux infirmières de chaque niveau d'expertise à l’étude. Bien qu’il existe des différences entre les moins expérimentées et celles qui ont une longue expérience clinique au téléphone, les résultats semblent indiquer que les infirmières de tous les niveaux d’expertise sont fortement centrées sur la tâche d’évaluation de la situation de santé de l’appelant, mais que leurs interventions incluent peu d’énoncés orientés vers l’établissement d’un réel partenariat avec l’appelant. Les résultats obtenus fournissent des informations qui pourraient être utilisées pour élaborer des stratégies de développement professionnel, et guider les administrateurs de ce service dans le choix des indicateurs d’évaluation de la qualité du service et de ses retombés sur sa clientèle. Toutefois un plus grand nombre d’infirmières participantes et un plus grand nombre d’appels permettraient de confirmer les résultats obtenus à partir de ces 190 appels. / Nurse telephone consultation services are rapidly progressing throughout the world. It is known that nurses with a greater experience in telephone practise obtain more information on the client’s health condition when in consultation, than nurses with less experience. We can presume that Patricia Benner’s «levels of nursing experience», (1984), will provide us with an explanation for these differences. Yet, to this day, no study describes how these differences between levels of experience are manifested in conversation during an intervention between the nurse and the client. The object of this descriptive study was to identify the manifestations of this communication expertise during a telephone consultation. Using the Roter interaction analysis system (RIAS), 190 recorded calls between nurses (N = 15) with differing levels of expertise, according to Benner’ nomenclature (1984), and the callers who have consulted them were analyzed. The calls that were studied, from a larger study, were first calls from parents regarding their child aged five years or less. It was possible to observe characteristics, strengths, and weaknesses common to nurses within each level of expertise in this study. Despite the fact that there are differences between nurses with fewer years of experience and nurses with more clinical telephone experience, results seem to indicate that, regardless of their experience, nurses are strongly centered on the task of assessing the caller’s health situation; however, their interventions include few phrases aimed at establishing a true partnership with the caller. Results obtained provide information that could be used to elaborate professional developmental strategies, and guide administrators in their choice of indicators when evaluating service quality and its effect on clientele. Nevertheless, an increased number of nurse participants and a greater number of calls would enable us to confirm the results obtained from these 190 calls.

Les services téléphoniques de consultation en soins infirmiers sont en progression partout dans le monde. On sait que les infirmières qui possèdent une plus longue expérience de pratique au téléphone obtiennent davantage d’informations sur la condition de santé du client qui les consulte que celles qui comptent moins d’années d’expérience. Nous pouvons présumer que les niveaux d’expertise décrits par Benner (1984) expliquent cette différence. Toutefois aucune étude à ce jour ne décrit comment se manifeste cette différence entre les niveaux d’expertise dans la conversation au cours d’une intervention entre l’infirmière et l’appelant. Le but de cette étude descriptive était d’identifier les manifestations de cette expertise dans la communication, lors de la consultation téléphonique. À l’aide du Roter Interaction Analysis System (RIAS), 190 enregistrements d’appels, entre infirmières (N = 15), de divers niveaux de compétence selon la nomenclature de Benner (1984) et les appelants qui les ont consultées, ont été analysés. Les appels étudiés, issus d’une étude de plus grande envergure, devaient être faits par le parent d’un enfant de moins de cinq ans, et devaient faire l’objet d’une première consultation. Il a été possible de nommer des caractéristiques, des forces et des faiblesses communes aux infirmières de chaque niveau d'expertise à l’étude. Bien qu’il existe des différences entre les moins expérimentées et celles qui ont une longue expérience clinique au téléphone, les résultats semblent indiquer que les infirmières de tous les niveaux d’expertise sont fortement centrées sur la tâche d’évaluation de la situation de santé de l’appelant, mais que leurs interventions incluent peu d’énoncés orientés vers l’établissement d’un réel partenariat avec l’appelant. Les résultats obtenus fournissent des informations qui pourraient être utilisées pour élaborer des stratégies de développement professionnel, et guider les administrateurs de ce service dans le choix des indicateurs d’évaluation de la qualité du service et de ses retombés sur sa clientèle. Toutefois un plus grand nombre d’infirmières participantes et un plus grand nombre d’appels permettraient de confirmer les résultats obtenus à partir de ces 190 appels. / Nurse telephone consultation services are rapidly progressing throughout the world. It is known that nurses with a greater experience in telephone practise obtain more information on the client’s health condition when in consultation, than nurses with less experience. We can presume that Patricia Benner’s «levels of nursing experience», (1984), will provide us with an explanation for these differences. Yet, to this day, no study describes how these differences between levels of experience are manifested in conversation during an intervention between the nurse and the client. The object of this descriptive study was to identify the manifestations of this communication expertise during a telephone consultation. Using the Roter interaction analysis system (RIAS), 190 recorded calls between nurses (N = 15) with differing levels of expertise, according to Benner’ nomenclature (1984), and the callers who have consulted them were analyzed. The calls that were studied, from a larger study, were first calls from parents regarding their child aged five years or less. It was possible to observe characteristics, strengths, and weaknesses common to nurses within each level of expertise in this study. Despite the fact that there are differences between nurses with fewer years of experience and nurses with more clinical telephone experience, results seem to indicate that, regardless of their experience, nurses are strongly centered on the task of assessing the caller’s health situation; however, their interventions include few phrases aimed at establishing a true partnership with the caller. Results obtained provide information that could be used to elaborate professional developmental strategies, and guide administrators in their choice of indicators when evaluating service quality and its effect on clientele. Nevertheless, an increased number of nurse participants and a greater number of calls would enable us to confirm the results obtained from these 190 calls. / Ce mémoire est un des segments d'une recherche de plus grande envergure sur le service Info-Santé, et qui se déroule au Centre de Santé et de Services sociaux de Laval.