Table 2.

Interview guide. Topics not relevant for this article is removed. The emphasis on and order of the questions was adjusted somewhat during the interviews

Introduction given to the informants

- Short information about the generic call-centre’s future role as an independent unit and the aim of this study.

- Make sure the participants have received the cover letter and consent to participate

About the participant

- Work-place, job title, percentage of employment, time in current position, education, other relevant practice.

Main questions

What are your thoughts about handling all unplanned health inquires through telephone or technology in the call-centre? (ask follow up questions and get the informants to talk as freely as possible about the main question)

- What are your thoughts about working in a generic call-centre?

- What challenges and opportunities do you see?

- What do you think about having direct patients contact or not?

- How do you look on call-centre work? (Monotonous or straining work?)

- What are your thoughts on having GPs present or absent in the premises?

- Do you think of the work as professionally challenging/boring/unsafe/stressful?

- What will make the call-centre an attractive work place?

- What is decisive if you decide to work there?

- If you don’t want to work at the call-centre, why is that?

Specific questions

What do you think about the information you have got about the background and cause for choosing the new model?

The plan is that nurses only will operate the generic call-centre. What are your thoughts on that?

What do you think about mandatory use of a decision support system

Do you think that it is likely to reduce the number of face-to-face consultations by solving more requests over the phone?