Although telephone advice nursing is the fastest-growing nursing specialty, useful information to guide managers’ decisions about how best to structure and support advice services to achieve desired outcomes is unavailable. We identified issues and variables relevant to outcomes of telephone advice from the perspectives of callers, nurses, and the system. Subsequently, we derived a model for studying factors affecting nursing advice outcomes that will help managers identify modifiable factors to improve outcomes of care.
Authors’ affiliations: Kaiser Permanente Center for Health Research, Portland, Ore (Drs Valanis and David); Oregon Health & Science University, School of Nursing, Portland, Ore (Dr Tanner, Ms Shapiro, Ms Izumi); University of Portland, School of Nursing, Ore (Dr Moscato); Kaiser Permanente Northwest, Health Systems Department, Portland, Ore (Ms Keyes); Kaiser Permanente Southern California, Patient Care Services, San Diego (Dr Mayo).
Corresponding author: Barbara Valanis, DrPH, RN, Center for Health Research, 3800 North Interstate Ave, Portland, OR 97227 (Barbara.firstname.lastname@example.org).