Predicting Patient Follow-Through on Telephone Nursing Advice
| Autor: | Christine A Tanner, Susan Randles Moscato, Christina M. Gullion, Shigeko Izumi, Barbara Valanis, Susan E. Shapiro |
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| Rok vydání: | 2007 |
| Předmět: |
medicine.medical_specialty
Affect (psychology) 03 medical and health sciences 0302 clinical medicine Nursing 030225 pediatrics Humans Medicine General Nursing 030504 nursing business.industry Communication Conceptual model (computer science) Continuous training Telephone Health care delivery Advice (programming) Telephone advice Helpfulness Family medicine Health maintenance Nursing Care Nurse-Patient Relations 0305 other medical science business Follow-Up Studies |
| Zdroj: | Clinical Nursing Research. 16:251-269 |
| ISSN: | 1552-3799 1054-7738 |
| Popis: | Although use of telephone advice nursing services continues to grow, little research has addressed factors that affect crucial call outcomes like follow-through on the advice given. This article describes aspects of the advice call process and examines predictors of caller follow-through, using a conceptual model derived from the literature and the authors' preliminary work. Calls to call centers and medical offices of a large health maintenance organization were taped, then content was coded and matched with caller questionnaire (CQ) data. Out of 1,863 participants, 1,489 reported following all the advice. In the final multivariate predictive model, statistically significant predictors of follow-through were patient health status, caller's rating of nurse helpfulness, and the extent to which caller expectations for collaboration were met and the caller understood the advice given. Results suggest that nurses should receive continuous training on effective communication techniques, and advice nurse performance standards that create barriers to communication should be modified. |
| Databáze: | OpenAIRE |
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