Telephone advice: new solutions for old problems

This article describes the increasing use of the telephone as a means for seeking medical care. The literature is reviewed concerning the problems and pitfalls of telephone advice. The legal/ethical implications of health care providers giving telephone advice are discussed. Recommendations for the assessment of need, planning, implementation, and organization of a consistent telephone advice program are stressed. The development of a quality assurance program to maintain the quality of the advice program is presented. Suggestions for training of personnel and the importance of documentation of calls are included.