Studies of callers reveal high levels of satisfaction and positive health outcomes
McKesson VITAL Nurse Advice Line Helps Callers Access the Right Level of Health Care at the Right Time
<0> General and Business PressMcKesson Care ManagementMichelle Malgesini, Marketing, 303-664-6410 </0>
, a business of McKesson Corporation focused on delivering leading care management solutions to the payer, provider and government markets, today announced results of two studies of callers to the . Available 24/7, the McKesson VITAL Nurse Advice Line service plays a pivotal role in directing callers to the appropriate level of care, helping members navigate the health care system, and improving access to doctors and other health care providers.
An independent analysis of callers to the McKesson VITAL Nurse Advice Line found that 94% of survey respondents reported being satisfied or very satisfied with the VITAL Nurse Advice Line,and 94% of survey respondents said they would use the VITAL Nurse Advice Line service again. 91% of survey respondents said having the VITAL Nurse Advice Line service available through their health insurance plan makes them think more positively about their plan. The survey also reported that 71% of callers who followed the nurse’s recommendation said that by following the nurse’s advice, their medical condition was resolved when asked in follow up calls.
In a separate survey asking about callers’ pre-intent – what the caller would have done to resolve their medical issue if the McKesson VITAL Nurse Advice Line had not been available – the report found that over 82% of callers with pre-intent to visit an emergency room were redirected to a less urgent level of care, 58% of callers were redirected to a less emergent level of care than they initially intended, and 33% of callers were appropriately directed to self care.
By directing callers to the appropriate level of medical care for their symptoms, the McKesson VITAL Nurse Advice line helps health insurance plans reduce costs while supporting access to quality health care.
Averaging 25 years of experience, McKesson nurses use a unique, evidence-based clinical content model to assess and record a caller’s symptoms, and then identify medically sound next steps in the care process. McKesson’s patented algorithm-based clinical assessment tools closely match a physician’s questions and recommendations, and therefore do a better job than guideline-based models of helping to ensure that callers are directed to the correct care for their specific symptoms.
“We are very pleased with the results of these surveys, because they demonstrate that the McKesson VITAL Nurse Advice Line helps accurately identify a caller’s needs and ensure that he or she is directed to the right level of care at the right time,” said Naoise Colgan, Vice President, Care Management Solutions at McKesson. “As a result, unnecessary emergency room visits will decrease, leading to medical and administrative cost savings; while at the same time, getting callers to the right care for their symptoms leads to healthier individuals.”
McKesson Corporation, currently ranked 14th on the FORTUNE 500, is a healthcare services and information technology company dedicated to making the business of healthcare run better. We partner with payers, hospitals, physician offices, pharmacies, pharmaceutical companies and others across the spectrum of care to build healthier organizations that deliver better care to patients in every setting. McKesson helps its customers improve their financial, operational, and clinical performance with solutions that include pharmaceutical and medical-surgical supply management, healthcare information technology, and business and clinical services. For more information, visit us at .