A quality improvement program
should be established which monitors clinical performance and customer satisfaction.
Each type of program will establish key indicators and the subsequent process
to review and evaluate their program.
- Regular documentation
reviews may be performed for each nurse involved with the program, for evaluation
of protocol compliance and appropriate documentation. This should also be
done for any calls which resulted in a patient complaint or physician concern
with how the call was handled. Click here to refer
to sample QI tool to assess nursing documentation.
- Common trends should
be reviewed and evaluated. These might include:
- Parent/patient compliance
with information recommended by the nurse
- Common patient complaints
and protocols used
- Nursing compliance
- Call volume and staffing
- Customer satisfaction
should be evaluated on a regular basis for both the physicians using or otherwise
involved with the service and for the patients/parents calling the service.
- Regular continuing education
should be provided for the nursing staff on topics such as risk management,
current medical/nursing trends, and areas the nurses identify as areas of
interest or concern (Sansby, 1993).
and patient satisfaction are appropriate trends for QI evaluation.