Telemedicine and Telehealth Links

Call Centers

• AnswerStat
  A magazine for medical related call centers.
• Call Center Benchmarking
  Author/editor: Peter DeHaan
  Date: Fall 2004
  Benchmarking is the comparison of your call center with statistical results from the norm of industry peers.
• Delivery of Pediatric After-Hours Care by Call Centers: A Multicenter Study of Parental Perceptions and Compliance
  Author/editor: Kempe, A., Luberti, A.A., Hertz, A.R., Sherman, H.B., Amin, D., Dempsey, C., Chandramouli, V., MacKenzie, T., and Hegarty, T.W.
  Date: December, 2001
  Despite the rapid growth of centralized call centers to provide after-hours triage to patients of multiple providers, little is known about the perceptions of parents regarding this type of care and their compliance with triage disposition recommendations. This peer-reviewed article is in the journal Pediatrics.
• Dialed In: Nurses Prepare for the Future of Telephone Triage
  Author/editor: Mary Ann Hellinghausen
  Date: May 2000
  Telephone triage, where voices in need connect with medical advice, is an industry filled with busy signals as healthcare providers search for better ways to manage large numbers of patients – and help them avoid expensive, unnecessary hospital visits.
• E-Health and Telephone Nursing Bulletin Board
  From Carol Stock and Associates.
• FoneMed
  A long-established vendor of call center services.
• McKesson Teleworks Nursing Care
  Author/editor: Toni Kistner
  Date: April, 2005
  McKesson's Work@Home program is thriving, and yields the company impressive cost savings. The division of the Fortune 12 corporation wanted to reduce call center nurses' hourly wage (at home nurses would make 20% less), increase its pool of applicants in new geographic areas and reduce its real estate footprint.
• Moving Telehealth Forward Through Benchmarking
  Author/editor: Julie P. Cartwright
  Date: Fall 2004
  Telehealth nursing has come into it’s own as a practice specialty and is recognized with its own certification exam offered by the National Credentialing Council (NCC). Have we been effective in moving a nursing practice modality, traditionally practiced hands-on and during face-to-face encounters, to the less traditional mode of Telenursing?
• NHS Direct
  NHS Direct is a 24-hour nurse advice and health information service based in the United Kingdom. It provides services including: what to do if you or your family are feeling ill, particular health conditions, local healthcare services, such as doctors, dentists or late night opening pharmacies, and self-help and support organisations.
• NotifyMD
  From traditional telephone answering service using live operators at nine medical call centers, to the most sophisticated electronic media such as the Internet, wireless communications devices and unified messaging, NotifyMD provides a spectrum of communications solutions for physicians.
• Telenursing Blog
  A blog from Ruth Johnson, former editor of the online newsletter, 'Busy Signals,' for nurses interested in telephone nursing.
• Telephone Nurse Triage
  Author/editor: Sara Courson
  Date: n/a
  From the Pennsylvania State Nurses Association (PSNA), an article and links to information about telephone triage.
• Telephone Triage Nursing
  A list of links to information on telephone triage.
• TeleTriage Systems
  Based in California, this web site provides information including legal issues, upcoming conferences, etc. on telephone nursing triage.
• Tell-A-Nurse
  Tell-A-Nurse is a dynamic independent company that provides after-hours on-call phone triage services to doctors, medical facilities and other practitioners. Medical guidelines are used by experienced RNs to triage calls from an answering service or directly from patients. Providers are only called for problems demanding their attention. For problems not needing MD attention, the triage nurse can assess a problem and provide various options to the caller.
• The Remote Call Center
  Author/editor: Mark Dwyer
  Date: April/May 2005
  Today, because of ever tightening budgets, remote staff is quickly becoming a fiscal necessity. Many organizations are employing remote nurses to provide telephone triage services for one to two-hour shifts, while others are completely decentralizing their call centers, in an effort to reduce their overall staffing expense.
• Using Telephone Support to Manage Chronic Disease
  Author/editor: John D. Piette PhD
  Date: June 2005
  A free report available for download from the California Healthcare Foundation. The report is aimed at clinicians and health care managers,and describes the benefits and challenges of telephone care programs. Adobe PDF

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Links updated on 3/15/2010 5:12:25 PM