A model for examining predictors of outcomes of telephone nursing advice

Journal of Nursing Administration

Volumn 33, Issue 2, 2003, Pages 91-95

  Valanis, Barbara ^a,d   Tanner, Christine ^b   Moscato, Susan Randles ^c   Shapiro, Susan ^b   Izumi, Shigeko ^b   David, Marion ^a   Keyes, Connie ^a   Mayo, Ann ^a  

^a KAISER PERMANENTE   (United States)

^b OREGON HEALTH AND SCIENCE UNIVERSITY   (United States)

^c UNIVERSITY OF PORTLAND   (United States)

^d CENTER FOR HEALTH RESEARCH   (United States)

Author keywords

[No Author keywords available]

Indexed keywords

ARTICLE; HEALTH CARE PLANNING; HEALTH SERVICE; HEALTH SURVEY; MEDICAL RECORD; METHODOLOGY; NURSING; PREDICTION; TELEPHONE;

ATTITUDE OF HEALTH PERSONNEL; HEALTH MAINTENANCE ORGANIZATIONS; HOTLINES; HUMANS; MODELS, ORGANIZATIONAL; NURSING SERVICES; OUTCOME ASSESSMENT (HEALTH CARE); PATIENT SATISFACTION; UNITED STATES;

EID: 0037319921     PISSN: 00020443     EISSN: None     Source Type: Journal    
DOI: 10.1097/00005110-200302000-00005     Document Type: Article

References (19)

1. American Academy of Ambulatory Care Nursing (AAACN). Telephone Nursing Practice Administration and Practice Standards, Pitman, NJ: Anthony J. Jannetti; 1997.
2. Blanchfield KC. Telephone nursing practice SIG reports on study of telephone interventions in ambulatory care. AACN Viewpoint. 1996;18(5):265-267.
3. Glasper EA. Telephone triage: a step forward for nursing practice? Br J Nurs. 1993;2(2):108-109.
4. Kastens JM. Integrated care management: aligning medical call centers and nurse triage services. Nurs Econ. 1998;16(6): 320-322.
5. Lazarus I. Medical call centers: an effective demand management strategy. Managed Healthcare. 1997;56:58-59.
6. Lippman H. Career options: RNs take over for Denver pediatricians. RN. 1995;58(3):52-54.
7. Kaiser Permanente. Report of the Call Center Survey: Overview and Results. Oakland, Calif: Presented at Kaiser Permanente National Call Center Conference, 1999.
8. Dale J, Crouch R, Patel A, Williams S. Patients telephoning A & E for advice: a comparison of expectation and outcomes. J Accident Emerg Med. 1997;14:21-23.
9. Egleston CV. Use of a telephone advice line in an A & E department. Br Med J. 1994;308:31.
10. Poole SR, Schmitt BD, Carruth T, Peterson-Smith A, Slusarski M. After-hours telephone coverage: the application of an area-wide telephone triage and advice system for pediatric practices. Pediatrics. 1993;92:670-679.
11. Srinivas S, Poole F, Redpath J, Underhill TJ. Review of a computer-based telephone helpline in an A & E department. J Accident Emerg Med. 1996;13:330-333.
12. Greenberg ME. Evaluation of an Established Telephone Triage Program [doctoral dissertation]. Tucson, Ariz: University of Arizona; 1999.
13. O'Connell JM, Johnson DA, Stallmeyer J, Cokingtin D. A satisfaction and return-on-investment study of a nurse triage service. Am J Managed Care. 2001;7(2):159-169.
14. Keyes C, Shapton L, eds. Advice Nurse Caller Survey Report. Portland, Ore: Kaiser Permanente Northwest Region; 1993.
15. Mayo A. The Experience of Decision-making Among Telephone Advice Triage Nurses [doctoral dissertation]. San Diego, Calif: University of San Diego; 1998.
16. Mayo A. The role of the telephone advice/triage nurse. AAACN Viewpoint. 1998;20(2):9-10.
17. Mayo A, Chang B, Omery A. Use of protocols and guidelines by telephone advice nurses. J Clin Nurs Res. 2002;11(2):204-219.
18. Daugird AJ, Spencer DC. Characteristics of patients who highly utilize telephone medical care in a private practice. J Family Pratt. 1989;29(1):59-64.
19. Larson-Dahn M. Tel-eNurse practice: quality of care and patient outcomes. JONA. 2001;31(3):15-152.