Offering a nurse advice line service is one of the best ways to help consumers make smart decisions on where to seek care. But to ensure program success, it's important that you make it as convenient as possible for your consumers to get in touch with the nurse advice line service. The key is to educate your consumers on the existence of the service and remind them of its availability as often as possible.
Your website provides you with a unique opportunity to do more than just promote the service and its toll-free number. By offering a "nurse call-back" option, you're providing an easy way for website visitors to speak with a nurse -- increasing the likelihood they will choose to use the service.
Nurse Advice Line Call-Back Requests
Offered on a health plan or hospital's website, these secure call-back request forms capture (at minimum) the consumer's name, age, gender, telephone number, location, and health question or concern. Once the consumer submits his or her information, the call-back request is processed and placed into the contact center's outbound queue, prompting a call from a nurse.
Here's an example of a SironaHealth call-back request form:
Providing Consumers with Health Information & Advice via Email
Similar to the process for nurse call-backs, consumers can request that health information be sent to them via email. When a consumer submits a request for e-mailed health information, the request is forwarded to a nurse, who researches the member's question using trusted content sources -- ensuring that the information provided is accurate, up-to-date, and applies to their specific situation.
The nurse then compiles the necessary information and e-mails that content to the patient's personal e-mail account. At any time the patient can choose to speak to a nurse to clarify questions, or obtain more information or advice.
Website Requests Should Be a Standard Component of Your Nurse Line Service
Each day, more and more healthcare consumers are turning to the Internet (and your website) for answers to their health questions. While health information is widely available online, effective healthcare support -- and behavior change -- comes from the one-on-one guidance consumers receive when speaking with a healthcare professional. Your job is to make sure your consumers have easy access to those professionals, whether they call you on the phone or visit your website.
Consumers make smarter healthcare decisions when they can consult with a clinician. By providing access to a registered nurse, you ensure consumers will receive the support and guidance they need to make informed decisions about their health and where to seek care -- whether that means a trip to the ED, a follow up with their doctor, or treating themselves at home.