The nurse is in: How nurse hotlines can save you time and money - KiiiTV3.com South Texas, Corpus Christi, Coastal Bend

By Gregg Newby
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You wake up in the middle of the night with nagging symptoms, but don't know what to do. Do you race off to the emergency room? Or do you put it off until you can get an appointment later on? How do you decide?

One option is to check with a nurse. Though nurses' hotlines aren't exactly new, studies show they are still underused. But dialing into a nursing call center is one way to seek the advice you need. The nurse on the other end may be able to help you make the right decision.

That's because most call center nurses are trained in the practice of triage and know how to interpret symptoms. Triage is a method for prioritizing medical emergencies based on their severity. When you call in, you may be asked a series of questions about your symptoms. Depending on the answers, the nurse may advise you to do one of several things:

• Go to an emergency room.
• Go to an urgent care clinic.
• Go to a minor care center.
• See your doctor within the next few days.
• Treat your symptoms at home.

If you have health insurance, your policy may offer access a company hotline. But other organizations sponsor them too. These include public hospitals and some government agencies. There are even specialty lines set up for specific illnesses and conditions. These include hotlines for:

• Heart disease
• Mental illness
• Asthma
• Diabetes
• Care for the elderly

A nurse line can help you avoid the time and expense of seeking an inappropriate level of care. You don't want to waste time and money in the ER if you don't have an emergency. But many hotlines offer other conveniences too.

• Most are open 24 hours.
• Most have a toll-free number.
• They are confidential.
• Costs are either very low or none at all.
• They also take questions about illnesses or treatments.
• Some offer audio libraries that you can access over the phone.

Talking with a nurse can be very helpful, but continue to see your doctor as needed. And keep in mind that call center nurses:

• Can't diagnose a disease over the phone
• Can't prescribe medications
• Can't suggest a specific course of treatment
• Are not substitutes for 9-1-1 services
• May have to place you on hold or transfer your call

So if you feel you have an emergency, don't hesitate to get help. But if you are not sure, try talking to an experienced professional. The nurse on the other end could turn out to be a lifesaver.

SOURCES:

• Binsfeld P. RTW: Injury reporting best served by call centers. Risk & Insurance. July 1, 2008. Accessed: 06/22/2009
• Binsfeld P. Trained in triage: Nurse lines managing workers' comp calls. Employee Benefit News. May 1, 2009. Accessed: 06/22/2009

View the original The nurse is in: how nurse hotlines can save you time and money article on myOptumHealth.com