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Telephone advice: new solutions for old problems

D L Robinson1, M M Anderson, P M Erpenbeck

  • 1Graduate Programs in Nursing, Northern Kentucky University, USA.

The Nurse Practitioner
|March 1, 1997
PubMed
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Healthcare providers increasingly use telephone advice for patient care. This article reviews its challenges, legal aspects, and offers recommendations for developing and maintaining a quality telephone advice program.

Area of Science:

  • Healthcare Management
  • Telemedicine
  • Patient Communication

Background:

  • The telephone is increasingly utilized for medical care access.
  • Existing literature highlights challenges and risks associated with telephone medical advice.
  • Legal and ethical considerations are paramount for healthcare providers offering such services.

Purpose of the Study:

  • To review the problems and pitfalls of telephone medical advice.
  • To discuss the legal and ethical implications for healthcare providers.
  • To provide recommendations for establishing and managing a robust telephone advice program.

Main Methods:

  • Literature review on telephone medical advice.
  • Analysis of legal and ethical considerations.

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  • Development of recommendations for program structure and quality assurance.

    • Main Results:

    • Identified challenges and risks in telephone medical advice delivery.
    • Outlined legal/ethical implications for healthcare professionals.
    • Proposed a framework for a consistent telephone advice program.

    Conclusions:

    • A structured approach, including quality assurance and staff training, is essential for effective telephone medical advice.
    • Proper documentation of calls is crucial for quality and legal protection.
    • Implementing consistent programs enhances patient care via telephone.