Top 10 Nurse Advice Line Best Practices for Higher Performance


A comprehensive, results-driven nurse advice line (also called nurse triage service or nurse advice hotline) can help health plans and other healthcare organizations overcome some of today’s toughest challenges. Rather than treating a nurse advice service as a box you have to check, turn the offering into a truly cost-saving, satisfaction-boosting way to provide high-quality, on-demand care.

Download the newly revised edition of one of Carenet Health’s most popular ebooks to learn:

  • The top 10 best practices for gaining optimal service delivery and outcomes from your nurse advice line
  • Key features and benefits of a implementing a more comprehensive nurse advice service
  • Factors driving the need for enhanced telehealth services, including high-quality nurse triage as part of your virtual care solution

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A pioneer in telehealth, Carenet Health has been providing care management services via our award-winning nurse advice line for nearly 30 years. Hundreds of healthcare organizations—including commercial, Medicare and Medicaid health plans, hospital and provider systems, employer groups, and the U.S. military—have entrusted Carenet with the health and well-being of their millions of members and patients worldwide. By combining in-depth clinical knowledge with deep healthcare consumer engagement expertise, Carenet has established a collection of best practices for ensuring optimal service delivery and outcomes from a telehealth nurse triage provider.

Excerpt from our nurse advice line ebook on the need for experienced, licensed RNs:

“There is much inconsistency among State Boards of Nursing regarding whether it’s within the scope of practice for licensed practical nurses (LPNs) and licensed vocational nurses (LVNs) to triage patients by telephone. A nurse advice provider adhering to the highest of standards employs only experienced, licensed registered nurses (RNs) who are specially trained to conduct telephone triage and operate under conditions of uncertainty with limited sensory input. With higher education and hands-on clinical setting experience, RNs are typically more experienced at crisis intervention and functioning well in high-pressure, time-constrained environments, like that required in telehealth nursing. RNs are thoroughly trained to use sound judgment and strong critical-thinking skills whether triaging on the ER floor or on the telephone. In addition, RNs can provide additional medical care-related responsibilties compared to LVNs or LPNs.”

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