Call reviews.

  1. Hi,
    I'm interested to know whether anyone has done any research into how nurses feel about having Call reviews and if they feel that it helps them to improve their practice. Any ideas or views?
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  2. 8 Comments

  3. by   movealong
    I haven't done any research but have always had my calls reviewed as part of the job. We have certain standards to meet. Scores usually have to be 92% or better.


    I might get dinged a point or two because I don't always ask questions like "What would you have done if we had not been here to call?" It's a survey question done at the end of a call. Or sometimes the patient just wants the info quickly and you can usually sense it, so I leave off a caveat like " We are here 24/7". This can be required elements of a call.

    So for the real part of a call, like making sure you are using the best quideline, taking complete medical histories, asking all the right questions is important. If they listen and see a trend, it's helpful to know what you're doing wrong. I never felt the audits were done as a way to punish us, but rather a learning tool.
  4. by   Shed13911
    I work pedi triage at a call center. We have QA assesments q month. I think most nurses at our call center get really irritated with the QA assessments. They "do what they can" and that is all they can do. I think that they feel their job is fairly secure and they can "move on" if things get too hot. I on the other hand, like to see the statistics and how I measure up. We also have new assesment tools that fit our call center calls and patients so it really does help to see where the improvements can be made.
  5. by   proview
    What do your new assessment tools cover ?
    Who carries out the quarterly assessment, is it a supervisor and do nurses review their own calls to assess their progress.Is it done randomly?
    How do you measure patients satisfaction with the nurses triage?



    Quote from Shed13911
    I work pedi triage at a call center. We have QA assesments q month. I think most nurses at our call center get really irritated with the QA assessments. They "do what they can" and that is all they can do. I think that they feel their job is fairly secure and they can "move on" if things get too hot. I on the other hand, like to see the statistics and how I measure up. We also have new assesment tools that fit our call center calls and patients so it really does help to see where the improvements can be made.
  6. by   proview
    Hi,
    You say that scores need to be 92% or more, but what is being measured?
    How often are the audits done and who does them?
    Do you review your own calls or a colleagues?


    Quote from movealong
    I haven't done any research but have always had my calls reviewed as part of the job. We have certain standards to meet. Scores usually have to be 92% or better.


    I might get dinged a point or two because I don't always ask questions like "What would you have done if we had not been here to call?" It's a survey question done at the end of a call. Or sometimes the patient just wants the info quickly and you can usually sense it, so I leave off a caveat like " We are here 24/7". This can be required elements of a call.

    So for the real part of a call, like making sure you are using the best quideline, taking complete medical histories, asking all the right questions is important. If they listen and see a trend, it's helpful to know what you're doing wrong. I never felt the audits were done as a way to punish us, but rather a learning tool.
  7. by   hipab4hands
    Quote from proview
    Hi,
    I'm interested to know whether anyone has done any research into how nurses feel about having Call reviews and if they feel that it helps them to improve their practice. Any ideas or views?
    We have weekly and monthly quality assurance reviews.

    I don't find the reviews very helpful, because our supervisors aren't allowed to show us the 4 page checklist they use to score us . Since I don't know specifically what I'm being graded on, it makes it difficult to improve.
  8. by   movealong
    Quote from hipab4hands
    We have weekly and monthly quality assurance reviews.

    I don't find the reviews very helpful, because our supervisors aren't allowed to show us the 4 page checklist they use to score us . Since I don't know specifically what I'm being graded on, it makes it difficult to improve.
    That's a shame. I do get to see the checklist. so can see whatever areas I am strong or weak in. Gosh, that should be the point.

    Out calls are randomly selected, I can't remember off the top of my head but think calls are first monitored weekly and that decreases with the longer one stays with the company. I think my calls are checked monthly now.
  9. by   hipab4hands
    Quote from movealong
    That's a shame. I do get to see the checklist. so can see whatever areas I am strong or weak in. Gosh, that should be the point.

    Out calls are randomly selected, I can't remember off the top of my head but think calls are first monitored weekly and that decreases with the longer one stays with the company. I think my calls are checked monthly now.
    I've talked to my union rep about getting copies of the checklist used, but administration refuses to give them out. If nothing else, I've got a good case if they ever tried to fire me for poor performance.-

    I've been at the same call center for 6 years. Our performance evals are still done weekly and monthly, even though my scores have been in the high 90's for many years.
    Part of the high turn over rate is due to these frequent evals. Many of my co workers feel like they are under a microscope ,even though,they are like me and have consistantly high scores.
  10. by   daubney
    Can not find evidence based practice info to support practice - can anyone reply ?

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