Establishing and running an effective telephone-based anticoagulation service

Observational studies and randomized controlled trials have revealed improvement in international normalized ratio (INR) control and reduced thrombotic and hemorrhagic events in patients taking warfarin who are managed by an anticoagulation service (ACS) compared with traditional physician care. In this article, we describe how to establish a multidisciplinary telephone-based ACS to monitor INRs, dose warfarin, and heparin therapy, and to educate patients by telephone. We address how to improve ACS efficiency by using an electronic medical record, charting by exception, holding group-based education, communicating by telephone, and conducting quality assurance. We also make recommendations for improving the quality of care of patients taking anticoagulants that can be implemented in any setting and we discuss how to apply these guidelines to other remote disease-state management programs (eg, diabetes).