2.50
Hdl Handle:
http://hdl.handle.net/10755/158315
Type:
Presentation
Title:
Callers’ follow through on telephone nursing advice
Abstract:
Callers’ follow through on telephone nursing advice
Conference Sponsor:Western Institute of Nursing
Conference Year:2003
Author:Moscato, Susan
P.I. Institution Name:University of Portland, School of Nursing
Title:Associate Professor
Contact Address:5000 North Willamette Boulevard, Portland, OR, 97203-5798, USA
Co-Authors:Valanis, B.; Tanner, C.; David, M.; Gullion, C. M
Little is known about why health plan members use advice services, what happens as the result of the call, whether the callers follow through on the advice given and the differences between those who follow advice and those who do not. This study addresses a) why patients call the advice nurse, the call dispositions and the extent to which callers accurately perceive the advice given; b) callers’ stated reasons for not following the advice; and 3) a comparison of callers who follow advice and those who do not. Callers reported using advice services for self-care advice, help with a new symptom, to get an appointment, and for other advice, including advice regarding medications and follow up on primary care visits. Almost all callers followed all or part of the advice given. Reasons given for not following advice fell into categories of logistics, such as inability to get transportation or find childcare; misunderstandings or disagreements with the advice given; and system impediments such as non-availability of providers. Although there are some barriers to follow through that are outside the health plan’s scope, efforts to improve follow through may be directed at improving the quality of advice given and addressing identified system impediments.
Repository Posting Date:
26-Oct-2011
Date of Publication:
17-Oct-2011
Sponsors:
Western Institute of Nursing

Full metadata record

DC FieldValue Language
dc.typePresentationen_GB
dc.titleCallers’ follow through on telephone nursing adviceen_GB
dc.identifier.urihttp://hdl.handle.net/10755/158315-
dc.description.abstract<table><tr><td colspan="2" class="item-title">Callers&rsquo; follow through on telephone nursing advice </td></tr><tr class="item-sponsor"><td class="label">Conference Sponsor:</td><td class="value">Western Institute of Nursing</td></tr><tr class="item-year"><td class="label">Conference Year:</td><td class="value">2003</td></tr><tr class="item-author"><td class="label">Author:</td><td class="value">Moscato, Susan</td></tr><tr class="item-institute"><td class="label">P.I. Institution Name:</td><td class="value">University of Portland, School of Nursing</td></tr><tr class="item-author-title"><td class="label">Title:</td><td class="value">Associate Professor</td></tr><tr class="item-address"><td class="label">Contact Address:</td><td class="value">5000 North Willamette Boulevard, Portland, OR, 97203-5798, USA</td></tr><tr class="item-co-authors"><td class="label">Co-Authors:</td><td class="value">Valanis, B.; Tanner, C.; David, M.; Gullion, C. M</td></tr><tr><td colspan="2" class="item-abstract">Little is known about why health plan members use advice services, what happens as the result of the call, whether the callers follow through on the advice given and the differences between those who follow advice and those who do not. This study addresses a) why patients call the advice nurse, the call dispositions and the extent to which callers accurately perceive the advice given; b) callers&rsquo; stated reasons for not following the advice; and 3) a comparison of callers who follow advice and those who do not. Callers reported using advice services for self-care advice, help with a new symptom, to get an appointment, and for other advice, including advice regarding medications and follow up on primary care visits. Almost all callers followed all or part of the advice given. Reasons given for not following advice fell into categories of logistics, such as inability to get transportation or find childcare; misunderstandings or disagreements with the advice given; and system impediments such as non-availability of providers. Although there are some barriers to follow through that are outside the health plan&rsquo;s scope, efforts to improve follow through may be directed at improving the quality of advice given and addressing identified system impediments. </td></tr></table>en_GB
dc.date.available2011-10-26T20:43:25Z-
dc.date.issued2011-10-17en_GB
dc.date.accessioned2011-10-26T20:43:25Z-
dc.description.sponsorshipWestern Institute of Nursingen_GB
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