Using Licensed Vocational Nurses to Provide Telephone Patient Instructions in a Health Maintenance Organization

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Abstract

A pilot project was initiated at Kaiser Permanente Medical Offices in Fairfield, California, to determine whether licensed vocational nurses, working with registered nurses, can effectively and safely provide selected patient instructions by telephone to adult medical patients. We describe the environment, funding, implementation process, consultants' major findings, and results of the project's impact on staff and operations.

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