Nurse Advice

Members will enjoy around-the-clock telephone access to a Registered Nurse, who has an average of 10 years of clinical experience.  The nurse, with the help of a sophisticated algorithm-based software system, assists callers in choosing the most appropriate source of care, taking every opportunity to educate individuals on how to care for themselves now, and in the future.  

When patients in need of medical assistance phone our Medical Call Center, they will first hear a disclaimer stating that if they are experiencing an emergency, they should hang up and call 911. Callers will then have the option of being connected to the audio health library, or speaking immediately with a Registered Nurse. If a caller chooses to speak with a nurse, the nurse will document and discuss the patient's symptoms and recommend an appropriate course of action. If all nurses are busy when a patient calls, a CSR will take a message, and the next available nurse will call that person back.  Callers are never put on hold.

With FONEMED’s software, the triage nurse will have at his or her fingertips the patient’s recent call history and the patient’s doctor and coverage information (if applicable). For the actual triage process, the nurse will be using the Schmitt/Thompson medical protocols that will allow her to direct the patient to the appropriate care for his or her situation. This could mean advising the patient to go to the Emergency Room immediately, helping the patient with home care, or recommending an appointment with the appropriate medical provider. In the event a doctor’s visit is suggested, the nurse will tell the patient how soon to see the doctor, and the patient’s call record will be transferred directly to the doctor’s office.

FONEMED's nurse advice program can be customized to meet your needs.  This can mean "branding" the program, changing the recorded telephone and/or nurse greetings, and even doing other inbound or outbound calling to meet your requirements.  We want you to think of our call center as your call center, and will work with you to design a program that will give you all the individuality and functionality of an in-house call center for a fraction of the cost.