Bleich M R
Nurs Econ. 1998 Jul-Aug;16(4):215-8.
The changes occurring in the health care delivery system afford ideal opportunities for call centers to expand their essential functions. Two obvious and timely services that can be adapted to the call center are outcomes management and disease management. These services benefit from the central role that telephonic nurses can play in clinical assessment and data collection and analysis. Other new services, such as gate-keeping functions, may also be relevant to call centers. The information and technology specialization of expert clinicians who practice "sightless" nursing make call centers the new clinical epicenter in the service capabilities of health care networks.
医疗保健服务体系中发生的变化为呼叫中心扩展其基本功能提供了理想的机会。有两项明显且适时的服务可以适配到呼叫中心，即结果管理和疾病管理。这些服务受益于电话护士在临床评估以及数据收集与分析中所能发挥的核心作用。其他新服务，如把关功能，可能也与呼叫中心相关。实施“无视觉”护理的专家临床医生所具备的信息与技术专长，使呼叫中心成为医疗保健网络服务能力中的新临床核心。
