Table 1 An example of coding and development of categories and themes
Meaning units | Coding | Category | Theme |
|---|---|---|---|
”On many occasions, as soon as we pick up the phone, the caller starts to shout angrily and insult us. Yet, we politely ask them to calm down and describe their patient’s condition so we can assist them. But, unfortunately, they keep shouting and cursing and tell us to just send an ambulance right away and not ask any questions.” (Participant 5) | Insult and anger of the caller | Distressed and rude callers | Inefficient interaction |
”Telephone triage is really stressful. Sometimes, we are flooded with phone calls and, because we have to work extended shifts, we get exhausted and can’t concentrate. The stress and fatigue at work results in early burnout in the personnel. We aren’t made of steel; we can deal with the pressure up to a threshold; when we are fatigued, our efficiency decreases.” (Participant 10) | work extended shifts Stress and fatigue at work | Occupational fatigue and stress | Professional barriers |