title: Making it work: organization and processes of telephone nursing advice services.
abstract: Efforts of health plans to balance service quality with cost control have spurred rapid growth in telephone nursing advice services. Service system design can affect costs, patient outcomes, and staff retention. Research has not addressed how the organization of nursing services affects practice outcomes in telephone advice settings. We describe observed variations in telephone advice nursing services and the organizational and process factors the nurses identified as supporting or hindering their work.
authors.affiliation: Epidemiology and Disease Prevention, Kaiser Permanente Center for Health Research, Portland, OR 97227, USA. barbara.valanis@kpchr.org
authors.forename: Barbara
authors.initials: B
authors.lastname: Valanis
authors.forename: Susan
authors.initials: S
authors.lastname: Moscato
authors.forename: Christine
authors.initials: C
authors.lastname: Tanner
authors.forename: Susan
authors.initials: S
authors.lastname: Shapiro
authors.forename: Seiko
authors.initials: S
authors.lastname: Izumi
authors.forename: Marion
authors.initials: M
authors.lastname: David
authors.forename: Ann
authors.initials: A
authors.lastname: Mayo
mesh_terms: D001291:Attitude of Health Personnel; D002983:Clinical Competence / Q000592:standards; D002985:Clinical Protocols; D003376:Counseling / Q000458:organization & administration*; D004282:Documentation / Q000592:standards; D004509:Education, Nursing, Continuing / Q000592:standards; D005240:Feasibility Studies; D006279:Health Maintenance Organizations; D015277:Hotlines / Q000458:organization & administration*; D006801:Humans; D007318:Inservice Training / Q000592:standards; D024802:Nurse's Role; D009731:Nursing Audit; D015403:Nursing Evaluation Research; D009737:Nursing Records / Q000592:standards; D009739:Nursing Services / Q000458:organization & administration*; D009740:Nursing Staff / Q000191:economics / Q000458:organization & administration / Q000523:psychology; D010043:Outcome and Process Assessment, Health Care; D015397:Program Evaluation; D011787:Quality of Health Care; D014218:Triage / Q000458:organization & administration; D014481:United States