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Western Journal of Nursing Research
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Evaluating Quality of Telehealth Advice Nursing

Betty L. Chang

School of Nursing, University of California, Los Angeles

Ann Mayo

Kaiser Permanente, San Diego, CA

Anna Omery

Kaiser Permanente, Pasadena, CA

Despite an increased interest in advice nursing, the quality of care has not been addressed. This article examines the quality of the nursing process (including problem identification, care planning, intervention, and evaluation) and its relationship to patient (consumer) outcomes. A sample of 157 nonredundant telephone calls from adults with medical-surgical problems were audiotaped, with providers’ and callers’ consent, and were rated through an implicit review method by registered nurse raters. The quality of the nursing process was found to be the best in the area of intervention. Patient (consumer) satisfaction was high with 95.4% of the consumers rating the calls as completely or at least somewhat satisfying, and 93.2% stating the advice was very or somewhat helpful. This study pioneers a way to rate the quality of advice nursing and lays the groundwork for further investigations of health care provider behavior and consumer outcomes.

Western Journal of Nursing Research, Vol. 24, No. 5, 583-590 (2002)
DOI: 10.1177/019394502400446333
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Home page
 Clin Nurs ResHome page
B. G. Valanis, C. M. Gullion, S. R. Moscato, C. Tanner, S. Izumi, and S. E. Shapiro
Predicting Patient Follow-Through on Telephone Nursing Advice
Clin Nurs Res, August 1, 2007; 16(3): 251 - 269.
[Abstract] [PDF]