HouseCalls Online was originally written with the belief that it would off-load low acuity calls from nurse advice lines. In a survey of patients and parents who were given access to HouseCalls on their provider’s website:

• 52% indicated the self care guides helped them avoid calling the doctor
• 23% stated the guides helped them avoid referencing a book or searching the Internet
• 97% stated the home care advice was clear
• 99% indicated they would use the HouseCalls content again

The greatest synergies result when advice line RNs promote the online content to callers and/or the decision-support URL is promoted within on-hold messaging.  The latter is  especially effective in situations when the advice line is busy and callers experience a delay (i.e., cold and flu season).

Benefits to Organizations which sponsor Nurse Advice Lines

• Reduces phone calls regarding self care issues
• Reduces demand (i.e., call volume) during peak hours
• Optimizes use of call center nurses – a valuable, yet expensive resource
• Provides consistent information for consumers who prefer using online tools
• Positions your organization to meet consumers’ needs across communication channels