Predicting patient follow-through on telephone nursing advice

Barbara G. Valanis, Christina M. Gullion, Susan Randles Moscato, Christine Tanner, Shigeko Izumi, Susan E. Shapiro

Research output: Contribution to journalArticle

12 Citations (Scopus)

Abstract

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.

Original languageEnglish (US)
Pages (from-to)251-269
Number of pages19
JournalClinical Nursing Research
Volume16
Issue number3
DOIs
StatePublished - Aug 2007

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Telephone
Nursing
Nurses
Communication Barriers
Nursing Services
Health Maintenance Organizations
Health Status
Communication
Research

Keywords

  • Health care delivery
  • Patient compliance
  • Telephone hotlines

ASJC Scopus subject areas

  • Nursing(all)

Cite this

Valanis, B. G., Gullion, C. M., Moscato, S. R., Tanner, C., Izumi, S., & Shapiro, S. E. (2007). Predicting patient follow-through on telephone nursing advice. Clinical Nursing Research, 16(3), 251-269. https://doi.org/10.1177/1054773807303055

Predicting patient follow-through on telephone nursing advice. / Valanis, Barbara G.; Gullion, Christina M.; Moscato, Susan Randles; Tanner, Christine; Izumi, Shigeko; Shapiro, Susan E.

In: Clinical Nursing Research, Vol. 16, No. 3, 08.2007, p. 251-269.

Research output: Contribution to journalArticle

Valanis, BG, Gullion, CM, Moscato, SR, Tanner, C, Izumi, S & Shapiro, SE 2007, 'Predicting patient follow-through on telephone nursing advice', Clinical Nursing Research, vol. 16, no. 3, pp. 251-269. https://doi.org/10.1177/1054773807303055
Valanis, Barbara G. ; Gullion, Christina M. ; Moscato, Susan Randles ; Tanner, Christine ; Izumi, Shigeko ; Shapiro, Susan E. / Predicting patient follow-through on telephone nursing advice. In: Clinical Nursing Research. 2007 ; Vol. 16, No. 3. pp. 251-269.
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