Tool development for measuring caller satisfaction and outcome with telephone advice nursing.

@article{Moscato2003ToolDF,
  title={Tool development for measuring caller satisfaction and outcome with telephone advice nursing.},
  author={Susan Randles Moscato and Myriam David and Barbara Valanis and Christina M. Gullion and Charles D. Tanner and Susan Shapiro and Shikego Izumi and Ann Mayo},
  journal={Clinical nursing research},
  year={2003},
  volume={12 3},
  pages={
          266-81
        }
}
Caller descriptions and evaluations of their experiences with telephone advice services provide unique information that correlates highly with objective measures of quality and can help interpret data from other sources. An author-developed questionnaire assessed caller outcomes of telephone nursing advice in Phase I an iterative, purposive sample of 40 callers was interviewed by phone. An emergent design was used to develop questions, analyze constructs of interest, and test questions for a… CONTINUE READING

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