A nurse with a headset surrounded by medical symbols and question marks.

Nurse Hotlines: Are You Calling for the Right Reasons?

Samir D’Costa in Health & Wellness December 2025 • 5 min read.

"Unpacking when and how to leverage nurse telephone counseling for effective out-of-hours care."

Ever wondered who's on the other end of the line when you call a healthcare service after hours? In Norway, it's often a registered nurse at a local emergency medical communication center (LEMC). These nurses are the unsung heroes of primary care, offering guidance and support when your regular doctor's office is closed. But how do you know when a call to a nurse hotline is the right move?

New research dives deep into the world of nurse telephone counseling in Norway, revealing the characteristics of these interactions and shedding light on the significant role nurses play in managing patient care outside of regular office hours. The study examines a year's worth of data from six primary care out-of-hours (OOH) services, offering valuable insights for both patients and healthcare providers.

This article will break down the key findings of this research, focusing on when and why you might consider calling a nurse hotline, and what to expect from the interaction. We'll explore the types of medical issues best suited for nurse telephone counseling, and how this service contributes to a more efficient and accessible healthcare system.

Decoding Nurse Telephone Counseling: What the Research Reveals

A nurse with a headset surrounded by medical symbols and question marks.

The study, led by Vivian Midtbø et al. and published in BMC Family Practice, analyzed over 61,000 telephone contacts to OOH services in Norway during 2014. A significant 23% of these calls were handled solely through nurse telephone counseling. This highlights the considerable impact nurses have on after-hours care, but also begs the question: what kind of issues are being addressed, and is it effective?

According to the research, fever was the most common reason for calling, accounting for 7.3% of all nurse advice. Abdominal pain, cough, ear pain, and general symptoms also ranked high on the list. Interestingly, younger patients were more likely to have their issues resolved through nurse advice compared to older adults (32% vs. 17%). This suggests that nurses are particularly adept at handling common childhood ailments over the phone.

Fever: Managed effectively with nurse guidance, especially for young children.
Abdominal Pain: Assessed and triaged for appropriate care levels.
Respiratory Issues (Cough): Common reasons for calls, often resolved with advice.
Ear Pain: Frequent in younger patients, suitable for telephone assessment.
General Symptoms: Initial point of contact for a range of non-specific issues.

The time of day also played a role. A larger proportion of calls were resolved by nurses during the night shift (31%) compared to daytime (21%) or evening hours (23%). Weekdays also saw a higher share of nurse advice compared to weekends (25% vs. 20%). These trends likely reflect differences in staffing levels, access to doctors, and patient expectations outside of regular office hours.

Is Nurse Telephone Counseling Right for You? Key Takeaways and Future Implications

This study confirms that nurses are a vital part of the healthcare equation, particularly when it comes to providing accessible and efficient after-hours care. The findings also indicate a potential for expanding the role of nurses in telephone counseling, especially for conditions where they already demonstrate expertise.

If you're considering calling a nurse hotline, keep in mind that they are well-equipped to handle common issues like fever, pain, and respiratory symptoms, especially in children. Trust their expertise, follow their guidance, and don't hesitate to seek further medical attention if your symptoms worsen or if the nurse advises you to do so.

As healthcare systems evolve, expect to see an increasing reliance on nurse telephone counseling and other telehealth services. By understanding when and how to effectively use these resources, you can contribute to a more sustainable and patient-centered healthcare system for everyone.

About this Article -

This article was crafted using a human-AI hybrid and collaborative approach. AI assisted our team with initial drafting, research insights, identifying key questions, and image generation. Our human editors guided topic selection, defined the angle, structured the content, ensured factual accuracy and relevance, refined the tone, and conducted thorough editing to deliver helpful, high-quality information.See our About page for more information.

This article is based on research published under:

DOI-LINK: 10.1186/s12875-017-0651-z, Alternate LINK

Title: Telephone Counselling By Nurses In Norwegian Primary Care Out-Of-Hours Services: A Cross-Sectional Study

Subject: Family Practice

Journal: BMC Family Practice

Publisher: Springer Science and Business Media LLC

Authors: Vivian Midtbø, Guttorm Raknes, Steinar Hunskaar

Published: 2017-09-06

Everything You Need To Know

Who are the nurses providing telephone counseling in Norway, and what role do they play in the healthcare system?

In Norway, Local Emergency Medical Communication Centers (LEMC) employ registered nurses who provide guidance and support when regular doctor's offices are closed. These nurses assess patient's symptoms, provide advice, and determine the appropriate level of care needed. Nurse telephone counseling plays a significant role in managing patient care outside of regular office hours. Other countries could also utilize nurse telephone counseling, but would need a reliable network and a good understanding of the demand.

For what specific medical issues is nurse telephone counseling most frequently used, according to the research in Norway?

The research indicates that nurse telephone counseling is frequently utilized for common ailments such as fever, abdominal pain, cough, and ear pain. In particular, fever was the most common reason for calls. The study also shows that younger patients are more likely to have their issues resolved through nurse advice. The study does not cover if other ailments, not listed in the study, were followed up with additional doctor visits, but the study does indicate that nurses are particularly adept at handling common childhood ailments over the phone.

How does the time of day or day of the week affect the likelihood of a call being resolved through nurse telephone counseling?

The study revealed that a larger proportion of calls are resolved by nurses during the night shift compared to daytime or evening hours. Weekdays also see a higher share of nurse advice compared to weekends. These trends likely reflect differences in staffing levels, access to doctors, and patient expectations outside of regular office hours. During these times, nurses may be the first and only point of contact for medical assistance, highlighting their critical role in ensuring continuous healthcare access.

Based on the research findings, what are the potential future implications for the role of nurses in telephone counseling?

The research highlights the potential for expanding the role of nurses in telephone counseling, especially for conditions where they already demonstrate expertise. This could involve specialized training for nurses to handle a wider range of medical issues over the phone, or integrating nurse telephone counseling services more closely with other healthcare providers to ensure seamless care coordination. This expansion could also include incorporating technology such as video consultations or remote monitoring devices to enhance the quality of care provided through nurse telephone counseling.

What data and methodology did the research in Norway use to assess the effectiveness of nurse telephone counseling?

The study conducted in Norway analyzed over 61,000 telephone contacts to out-of-hours services during 2014, with 23% of these calls handled solely through nurse telephone counseling. The data was collected from six primary care out-of-hours services. Vivian Midtbø et al. published the study in BMC Family Practice. The study offers valuable insights for both patients and healthcare providers on the effectiveness and utilization of nurse telephone counseling in primary care.