I have been working for a Nurse advice line for almost 5 years. I am curious what metrics are collected and used for nurses evaluations your your NALs. Also I would like to know NALs how call audits are done. Our NAL is just started using a program that transcribes every call and flags certain words phrases they feel will decrease member satisfaction. Also do any of your NALs have a way to collect information when a caller has had an apparent system issue accessing care or supplies, medications.
Thank you!
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MarJane Glazebrook
Presbyterian
Albuquerque NM
(505)453-5203
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