title: Using Propensity to Succeed Modeling to Increase Utilization and Adherence in a Nurse HealthLine Telephone Triage Program.
abstract: Propensity to succeed modeling was used to identify characteristics associated with higher utilization of a telephone triage program and adherence to nurse recommendations among callers. Characteristics significantly associated with calling the telephone triage service and engaging in triage services were being female and having an elevated health risk score. Callers most likely to adhere to nurse recommendations were younger than 85 years of age, had called on a weekday, and had received a recommendation to seek care at an emergency department or a doctor's office visit. Additional analyses suggest the propensity to succeed modeling is stable and valid.
authors.affiliation: Optum, Golden Valley, Minnesota (Ms Navratil-Strawn); Advanced Analytics (Drs Hawkins and Wells) and Consumer Solutions Group (Dr Ozminkowski), Optum, Ann Arbor, Michigan; Analytics, Optum, Phoenix, Arizona (Mr Hartley); Health Services, UnitedHealth Group, Minnetonka, Minnesota (Dr Migliori); and AARP Services, Inc, Washington, DC (Dr Yeh).
authors.forename: Jessica L
authors.initials: JL
authors.lastname: Navratil-Strawn
authors.forename: Kevin
authors.initials: K
authors.lastname: Hawkins
authors.forename: Stephen K
authors.initials: SK
authors.lastname: Hartley
authors.forename: Timothy S
authors.initials: TS
authors.lastname: Wells
authors.forename: Ronald J
authors.initials: RJ
authors.lastname: Ozminkowski
authors.forename: Richard J
authors.initials: RJ
authors.lastname: Migliori
authors.forename: Charlotte S
authors.initials: CS
authors.lastname: Yeh
mesh_terms: D000368:Aged; D000369:Aged, 80 and over; D003376:Counseling; D005260:Female; D015277:Hotlines / Q000706:statistics & numerical data*; D006801:Humans; D008297:Male; D006278:Medicare; D009740:Nursing Staff; D010349:Patient Compliance; D014218:Triage / Q000706:statistics & numerical data*; D014481:United States