title: Telephone advice: new solutions for old problems.
abstract: This article describes the increasing use of the telephone as a means for seeking medical care. The literature is reviewed concerning the problems and pitfalls of telephone advice. The legal/ethical implications of health care providers giving telephone advice are discussed. Recommendations for the assessment of need, planning, implementation, and organization of a consistent telephone advice program are stressed. The development of a quality assurance program to maintain the quality of the advice program is presented. Suggestions for training of personnel and the importance of documentation of calls are included.
authors.affiliation: Graduate Programs in Nursing, Northern Kentucky University, USA.
authors.forename: D L
authors.initials: DL
authors.lastname: Robinson
authors.forename: M M
authors.initials: MM
authors.lastname: Anderson
authors.forename: P M
authors.initials: PM
authors.lastname: Erpenbeck
mesh_terms: D002985:Clinical Protocols; D003376:Counseling / Q000458:organization & administration*; D015277:Hotlines / Q000458:organization & administration*; D006801:Humans; D009722:Nurse Practitioners; D009730:Nursing Assessment; D010347:Patient Care Planning; D011785:Quality Assurance, Health Care; D012017:Referral and Consultation; D014218:Triage / Q000458:organization & administration*