Tool development for measuring caller satisfaction and outcome with telephone advice nursing

Susan Randles Moscato, Marion David, Barbara Valanis, Christina M. Gullion, Christine Tanner, Susan Shapiro, Shikego Izumi, Ann Mayo

Research output: Contribution to journalReview articlepeer-review

22 Scopus citations


Caller descriptions and evaluations of their experiences with telephone advice services provide unique information that correlates highly with objective measures of quality and can help interpret data from other sources. An author-developed questionnaire assessed caller outcomes of telephone nursing advice. In Phase I an iterative, purposive sample of 40 callers was interviewed by phone. An emergent design was used to develop questions, analyze constructs of interest, and test questions for a draft caller questionnaire, which was tested in Phase II. Responses to the questionnaire provided information about caller characteristics, advice call characteristics, and nurse practice behaviors that caused the authors to further revise the questionnaire. The resulting tool provides feedback to advice nurses about the outcomes of their practice and information to design orientation and development programs and support fund allocation decisions.

Original languageEnglish (US)
Pages (from-to)266-281
Number of pages16
JournalClinical Nursing Research
Issue number3
StatePublished - Aug 2003


  • Instrument development
  • Patient outcomes
  • Patient perceptions
  • Telephone advice nursing

ASJC Scopus subject areas

  • Nursing(all)


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