Registered Nurses’ Work Environment Associated with Auto-Anamnesis, Auto-Triage, and Online Chat

Background: The aim of this study was to explore experiences of how 1177 Direct, a medical system incorporating auto-anamnesis, auto-triage, and online chat, affected the work environment of registered nurses in Swedish primary health care.Methods: A qualitative study using content analysis of 29 semi-structured interviews was conducted with nurses from the central 1177 service (n = 10), official primary health care (n = 10), and private primary health care centers (n = 9).Results: Three main categories were found with regard to the study aim: ‘professional competence and patient interaction’, ‘job demands’ (cognitive and psychological job demands), and ‘resources’ (job control, support, and desired resources).Conclusion: Registered nurses reported altered patient interactions, increased job demands, and partial reduction in job control associated with 1177 Direct. To mitigate these challenges, they emphasized the need for streamlined contact channels, increased autonomy, reduced accessibility for minor conditions, and a strengthened recognition of their professional role in the digital context.