Healthcare demand management system communication among the primary care provider, the beneficiary, and the nurse call center.

The purpose of this study was to examine characteristics of communication in a managed care context. Nurse call centers were the focus of the study and several objectives were pursued. The study sought to determine the level of communication quality between patients (customers) and nurses in the call center. Secondly, the study was interested in examining the quality of communication between physicians and non-physician providers and the nurse call center from the provider's perspective. Measuring the timeliness, accuracy, usefulness, and quantity of communication, by survey instrument, provides a comprehensive picture of communication quality. As it was hypothesized, patients differ, these measures served as the independent variables for the study, in socioeconomic status, needs, experience, age, and various other factors, and their assessment and perception of nurse call center communication quality should differ. Likewise, providers who differ in training, special, and experience, should have different perceptions and expectations of communication. Also, location of the beneficiary and provider of care in relation to the nurse call center should have an impact on perceptions of communication quality.

Author dc:creator

• Ledlow, Gerald Ronald.

Advisor dc:contributor.advisor

• O'Hair, H. Dan,

• Nurse and physician.
• Business Administration, Management.
• Health Sciences, Nursing.
• Nurse and patient.
• Communication in medicine.
• Health Sciences, Health Care Management.

Handle dc:identifier.uri

http://hdl.handle.net/11244/5778

OAI record oai:identifier

https://shareok.org/server/oai/request?verb=GetRecord&metadataPrefix=dim&identifier=oai%3Ashareok.org%3A11244%2F5778