DialNurse and its providers (“We”, “Our”) are committed to providing highest quality service to our customers. We have processes, as described below, in place to measure effectiveness of our services and continuously improve them so you experience the highest level of satisfaction.
Our physicians and nurses are part of nations largest telenursing networks. Our providers of nurses hold the Health Call Center Accreditation by URAC. URAC (Utilization Review Accreditation Commission) is an independent nonprofit organization known as a leader in promoting healthcare quality through its accreditation and certification programs. URAC Health Call Center standards apply to organizations providing triage and health information services to the public when conducted by telephone, via a website, or other electronic means. Meeting such rigorous standards for quality and accountability ensures that registered nurses perform the clinical aspects of triage and other health information services in a manner that is timely and confidential and includes medically appropriate care and treatment advice.
Visit URAC at www.urac.org
All of our physicians are board certified and the nurses are licensed and registered. All medical providers are based in the U.S.
Board Certified Physician Oversight
In-house Adult and Pediatric Medical Directors provide medical oversight for all nurses.
Caller Satisfaction Surveys
We listen to our callers as well as our clients, and we regularly monitor surveys and implement suggested improvements whenever possible so we can ensure that our callers’ and our clients’ expectations are met.
Comprehensive Continuous Quality Improvement (CQI) Program
CQI program that includes separate pediatric benchmarks, evaluates, monitors, and documents all aspects of call center operations to ensure that our medical providers provide quality services.
We monitor two vital areas of call center function: communication (via silent monitoring and listening to live and/or recorded calls) and documentation (via call record reviews).
Our Registered Nurses utilize sophisticated software with symptom-driven guidelines written by two recognized leaders in the healthcare field, Barton Schmitt, M.D., Pediatrics, and David Thompson, M.D., Adult and Adolescent. In 1994, Dr. Schmitt wrote the first computerized pediatric triage guidelines, which are currently recognized in the U.S. as the “gold standard of care” for telephone triage. In addition to gold standard triage guidelines, our nurse provider has a pediatric medical director and an adult medical director who play active roles in our ongoing quality improvement (QI) efforts. Through our use of the gold standard Schmitt/Thompson Guidelines as well as our partner relationships with Drs. Schmitt and Thompson on numerous projects, our nurses have become the “best practice” expert in triage calls.