Study Details

Evaluation of Centralized Call and Advice—NURSING ADVICE

Barbara G. Valanis, Principal Investigator

This project compared cost, quality, and service outcomes for different models for providing telephone nursing advice. It also determined the impact of variations in advice nurses' communication styles, expertise, and quality of judgments on cost and quality outcomes and what member characteristics are associated with use of and benefit from nursing advice services. It evaluated the following outcomes: (1) the call disposition and the appropriateness of disposition; (2) the caller's satisfaction with the interaction, and (3) the cost to the system for the episode of care. This study was funded by the Garfield Memorial Fund through December 2001.
Funding source: Garfield Memorial Fund

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