Hearing the Quality of Care: Using Audio Recordings to Understand the Use of Quality Standards in District Nursing

Abstract

This case study uses a research technique that combines audio recordings, observations, narrative literature study, and document analysis to explore the activities of district nurses. The study examines district nurses’ work activities with an emphasis on how well they follow the BPMN Normative Model. Notably, in line with the BPMN Normative Model, the district nurses routinely asked patients how they were feeling and talked about their moods when they visited. A noteworthy finding was that district nurses did not use the loneliness scale provided by the guideline when patients communicated their experiences of loneliness but used parts of it. This study aims to provide an understanding of the care activities that the district nurses perform for the patients, pointing out possible inconsistencies as well as areas where the BPMN Normative Model is inconsistently applied during home care visits.