The meaning of being triaged to non-emergency ambulance care as experienced by patients

•A study in a context where the ambulance does not transport the patient to the AED.•Being taken seriously is the key requisite for person-centred care in this context.•If not taken seriously, the caring encounters will be negatively affected.•The negatively affected encounter occurs irrespective of care level.

BackgroundThe levels of care in the Swedish healthcare system comprise self-care, primary care as well as accident and emergency care. The Swedish system of specialist ambulance nurses enables referral by prehospital triage. However, little is known about patients' experiences of not being triaged to the emergency department.AimTo explore the subjective meaning of non-emergency ambulance care among patients who were triaged to levels of care below that of the Accident and Emergency Department.Approach/MethodsAn inductive design inspired by phenomenological hermeneutics. Twelve patients were interviewed using an open-ended method.FindingsTwo structural analyses resulted in three themes covering the subjective meaning of being taken seriously or not being taken seriously. When taken seriously, the patient was empowered irrespective of the outcome of the medical assessment and triage process. When not taken seriously the patient doubted her/his own judgement and felt guilty and ashamed about bothering the ambulance service.ConclusionN-EAC involves a strong need to be taken seriously and listened to when describing one's illness experience. When taken seriously, the patient feels as a competent person. Spending time with the patient is vital as well as listening to and inviting her/him to participate in the decision-making process. However not being taken seriously constitutes an infringement of personal autonomy.