kettle

All calls are done by RN's. A call questionable call that is picked up by the QA is given to the nurse who did the call, so she can review. Our QA also gives the RN's good calls to review, we try to mix the goos with the bad...lots of positive reinforcement.

I work in a small call center that provides triage and information for many physician practices after hours. Our QA reviews our call documents and a few recordings of everyones calls, if there is anything questionable it is sent to the nurse for review. Sometimes we have a lot of calls to review. How does your employer do these reviews? Is there a better way? Thanks for your help.