Some moms call "My Nurse" because their kids shove M&Ms up their nose or stick beads in their ears. Dads call "My Nurse" because they're struggling with sick kids with fevers and headaches. Others call because they're swallowing suppositories and wonder why it's not relieving their diarrhea.
No question is too silly for the 30 registered nurses and support staff who provide "My Nurse," a 24-hour health information and physician referral service through St. Luke's Regional Medical Center.
In the past year St. Luke's health information and referral service has moved into new quarters near the medical center and upgraded its services for community residents. "My Nurse" is offered by St. Luke's through Iowa Health System and is used by residents throughout Iowa and parts of the surrounding states.
Offered for many years under its former name Medi-Dial, the service received its new name in 2003 to better reflect its service to the public.
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"Nurses are the backbone of this service, so 'My Nurse' was a natural choice to better reflect the experts who answer questions at the other end of the telephone," says Ruth Aguirre, the My Nurse call center manager. "Our new name also reflects the warm and personable manner that our nurses use in answering healthcare questions over the phone. Many callers make return calls because they feel comfortable with our nurses."
In 2002, the St. Luke's service fielded 28,365 calls from Siouxland residents. Nurses answered more than 135,000 phone calls throughout Iowa.
My Nurse is the only 24-hour health information service in Siouxland. Nurses guide callers to the most appropriate level of care which might be home treatment, scheduling a visit to a physician or going to the Emergency Department, says Aguirre. Nurses use a data bank of 1,200 health information topics to help callers. In addition, they offer physician referrals to persons looking for a doctor. They also mail health information to callers as an added service.
"We receive most of our calls from women, 78 percent of them," says Aguirre. "Women are more likely to seek health information for themselves or their family."
The My Nurse manager says 22 percent of callers ask about illness symptoms being experienced at the moment of the call. Another 20 percent of callers ask for disease and health condition information. Others phone for information about hospital services or to register for health screens and classes. Calls usually increase from October through April, primarily because of flu season and children sharing illnesses through school classmates.
"We encourage our callers to talk with their physician and use specific Internet sites for health information," says Aguirre. "People may not be able to ask physicians all the questions they have during a visit or they don't have time to weed through Web sites on the Internet searching for answers. We offer fast, direct answers and have the ability to ask follow-up questions.Our nurses are very warm and friendly, especially with distressed parents."
In 2003, My Nurse service nurses have increased their direct calls to patients about chronic disease management, specifically phoning patients about managing their asthma, diabetes and congestive heart failure.
"We make regular calls to patients to discuss how they are doing and what conditions are placing them at risk," said Aguirre. "We may discuss symptoms, their mental outlook, their medications. People are very friendly and appreciative of St. Luke's for calling."
My Nurse has a new toll-free number: 1-877-242-8899, but local callers can use 279-3333 or other toll-free numbers as well.
My Nurse also now offers a Web site: http://www.mynurse.info
