Coordinating The Continuum Of CareExploring Indicators of Telephone Nursing QualityHoare, Kathy RN, DNS; Lacoste, Janice RN, BSN; Haro, Kate RN, AD; Conyers, Carolyn AAAuthor Information Director of Nursing Research; California Division Nursing Services; Kaiser Permanente Medical Care Program; Oakland, California (Hoare) Charge Nurse; After Hours Advice Center (Lacoste) Charge Nurse; After Hours Advice Center (Haro) Assistant Supervisor; Call Center; Kaiser Permanente Medical Center; Martinez, California (Conyers) This research was supported by Kaiser Permanente Nursing Research Grant 151-7110. In addition, the Medical Editing Department, Kaiser Foundation Research Institute, provided editorial assistance. Journal of Nursing Care Quality: October 1999 - Volume 14 - Issue 1 - p 38-46 Buy Abstract To explore whether documentation, use of clinical guidelines, and nurse competency are the best indicators of quality telephone nursing, this study examined the relationship between these commonly cited indicators and the characteristics of a telephone nursing call. This study, done at a large health maintenance organization (HMO), found: accompanying symptoms played a major role in telephone nursing assessment; call length was related to documentation process and to number of visits to a health care facility after a call; nurses' interpersonal skills and ability to determine urgency of a call are related to the documentation process but not to outcomes of the call; time of a call is related to disposition; and disposition is related to number of visits after a call. Copyright © 1999 by Aspen Publishers, Inc.