Summary: More than a third of healthcare organizations have launched nurse advice lines to reduce avoidable emergency room use and direct patients to the most appropriate care venue, according to a July 2010 survey by the Healthcare Intelligence Network. The staffing and operation of Optima Health's nurse advice line is influenced by many factors, explains Patricia Curtis, director of operations, clinical care services for Optima Health. Curtis describes the distinct responsibilities of the LPNs and RNs who staff the advice line as well as the diverse needs of the member populations who call the advice line. Curtis will share how Optima's nurse advice line has evolved from a call center that supported a staff model HMO to a critical component of the organization's effort to improve the efficiency of healthcare utilization during "Maximizing the Nurse Advice Line To Ensure Appropriate Healthcare Utilization," a 45-minute webinar on January 6, 2011.
