Document Detail

Evaluating patient compliance with nurse advice line recommendations and the impact on healthcare costs.
MedLine Citation:
PMID:  15352529     Owner:  NLM     Status:  MEDLINE    
OBJECTIVE: To explore the effect of telephone triage and advice lines in uninsured and managed care populations served by a safety net system and to document the relationship between the patient's initial plan for healthcare, the nurse recommendation, and the patient's subsequent healthcare action. STUDY DESIGN: Prospective telephone survey. PATIENTS AND METHODS: Of 1538 calls to a nurse advice line in a 28-day period, 710 (46%) callers were selected to be surveyed. Of those, 278 (39%) were surveyed by telephone within 7 days of their call to assess patient compliance with recommendations, the patient's actual healthcare actions, and their satisfaction with the service. RESULTS: Patients' reported actions were classified as either (1) home care (46%), (2) clinic visit (27%), or (3) hospital visit (27%). Seventy percent of patients complied with nurse advice line recommendations. Most patient actions (68%) differed from their original healthcare plan, with many (46%) choosing a lower intensity of care. Changes from patients' original healthcare plans had a potential annual net savings of $322 249. CONCLUSION: The simple act of calling a nurse triage and advice line corresponds with a change in the reported actions of uninsured and managed care patients and a potential reduction in costs to the safety net system providing their healthcare.
Gregory M Bogdan; Jody L Green; Diane Swanson; Patricia Gabow; Richard C Dart
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Publication Detail:
Type:  Evaluation Studies; Journal Article; Research Support, Non-U.S. Gov't    
Journal Detail:
Title:  The American journal of managed care     Volume:  10     ISSN:  1088-0224     ISO Abbreviation:  Am J Manag Care     Publication Date:  2004 Aug 
Date Detail:
Created Date:  2004-09-08     Completed Date:  2004-10-22     Revised Date:  2006-11-15    
Medline Journal Info:
Nlm Unique ID:  9613960     Medline TA:  Am J Manag Care     Country:  United States    
Other Details:
Languages:  eng     Pagination:  534-42     Citation Subset:  H    
Rocky Mountain Poison and Drug Center, Denver, Colo 80204, USA.
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MeSH Terms
Aged, 80 and over
Child, Preschool
Data Collection
Health Care Costs*
Infant, Newborn
Middle Aged
Nurse-Patient Relations*
Patient Compliance*
Telecommunications / utilization*
Comment In:
Am J Manag Care. 2004 Aug;10(8):529-30   [PMID:  15352528 ]

From MEDLINE®/PubMed®, a database of the U.S. National Library of Medicine

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