TY - JOUR
T1 - Tool development for measuring caller satisfaction and outcome with telephone advice nursing
AU - Moscato, Susan Randles
AU - David, Marion
AU - Valanis, Barbara
AU - Gullion, Christina M.
AU - Tanner, Christine
AU - Shapiro, Susan
AU - Izumi, Shikego
AU - Mayo, Ann
PY - 2003/8
Y1 - 2003/8
N2 - 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.
AB - 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.
KW - Instrument development
KW - Patient outcomes
KW - Patient perceptions
KW - Telephone advice nursing
UR - http://www.scopus.com/inward/record.url?scp=0042413715&partnerID=8YFLogxK
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U2 - 10.1177/1054773803253961
DO - 10.1177/1054773803253961
M3 - Review article
C2 - 12918650
AN - SCOPUS:0042413715
SN - 1054-7738
VL - 12
SP - 266
EP - 281
JO - Clinical Nursing Research
JF - Clinical Nursing Research
IS - 3
ER -