title: Consumer satisfaction with telehealth advice-nursing.
abstract: An increase in interest in the establishment of telephone advice services has resulted in the proliferation of call centers. Despite their wide usage, research for the most part has not addressed the quality of care in relation to consumer satisfaction. This paper examines consumer outcomes of satisfaction, and follow-up with recommendations, within a framework of the nursing process and its associated components of assessment (including problem identification), care planning, intervention, and evaluation. The data for the study were obtained from seven after-hours call centers operating under the auspices of health maintenance organizations, preferred provider organizations, and private insurance companies. A sample of 157 non-redundant telephone calls from adults with medical-surgical problems were audiotaped with providers' and callers' consent. Sociodemographic information of the advice nurses, and chief complaints of the callers were obtained. The quality of nursing of the audiotaped calls was rated through an implicit review method by registered nurse raters using an advice nurse structured implicit review (AN-SIR) form developed for the study. Follow-up information was obtained through telephone calls to ascertain the consumers' perceptions of satisfaction, helpfulness, and follow-through with recommendations. Results indicated that consumers calling with a variety of general complaints contacted 32 nurses in advice nurse call centers. The quality of nursing process was found to be the best in the area of intervention. Evaluation was also well above the midpoint on a transformed scale of zero to 100. Assessment, although slightly above midpoint, was the lowest of the three components of the nursing process examined. Consumer satisfaction was high with 95.4 percent of the consumers rating the calls as completely or at least somewhat satisfied, and 93.2 percent, stating the advice was very or somewhat helpful. Exploratory regression analysis showed that the component of intervention was significantly related to consumer satisfaction. The present study pioneers the way to rate the quality of the advice nurses' interactions with consumers, and lays the groundwork for further investigations of health care provider behavior and consumer outcomes. Further studies are recommended to investigate predictors of consumer satisfaction, and cost-benefit in terms of consumer expenditures of time, funds, and energy.
authors.affiliation: School of Nursing, University of California, Los Angeles, CA 90095-6918, USA. bchang@sonnet.ucla.edu.
authors.forename: B L
authors.initials: BL
authors.lastname: Chang
authors.forename: A
authors.initials: A
authors.lastname: Mayo
authors.forename: A
authors.initials: A
authors.lastname: Omery
mesh_terms: D000328:Adult; D002140:California; D003258:Consumer Behavior / Q000706:statistics & numerical data*; D006801:Humans; D009732:Nursing Care; D009736:Nursing Process / Q000592:standards*; D011787:Quality of Health Care; D012044:Regression Analysis; D012959:Socioeconomic Factors; D017216:Telemedicine; D013689:Telephone