Free health information available 24/7

June 1, 2008 
 
For parents of a sick child, the voice on the other end can provide reassuring words in the middle of the night or a sense of urgency for the wife calling on behalf of her husband having chest pains.

Since 1999, My Nurse, a free 24-hour telephone health information service, has been answering callers’ health questions, making follow-up discharge calls, offering physician referrals and promoting upcoming health education opportunities. Staffed by over 30 registered nurses and funded by Iowa Health System and its affiliates including St. Luke’s Hospital.

In addition to the seven Iowa Health System affiliates, My Nurse also provides paging services for some 425 physicians and approximately 120 clinics across Iowa.

Recently, the call center saw tremendous growth, increasing its call volume by over 10,000 callers in a single month over the same time period last year. Because of increased call volume, the call center has added seven new positions including both registered nurses and administrative assistants to its staff.

In Cedar Rapids alone, My Nurse handled over 20,000 calls from January through April. This is up from nearly 13,000 during the same time frame last year. My Nurse Manager Jeane Figge expects the average number of monthly calls to continue increasing.

“We attribute our call center’s growth to increased public awareness of the services we offer. Anyone can call us for health assistance, whether it’s a patient of an Iowa Health System affiliate or clinic or a patient of another hospital. No one is turned away,” said Figge. “We want callers to know quality health assistance is just one free phone call away.”

Each year, the call center provides a community benefit of one million dollars statewide. To ensure quick service for all callers, My Nurse is staffed heavier during the weekends, holidays and evenings when doctor’s offices and urgent care clinics are usually closed. The center prides itself on providing quick service, so even during heavy call volumes, My Nurse staff calls individuals back within minutes of their initial phone call.

“Many of our nurses have nearly 20 years of experience, because it does take an experienced and knowledgeable nurse to answer callers’ questions over the phone without ever seeing the patient,” said Figge. “My Nurse is truly a service for the community; our staff offers callers peace of mind and the highest quality of healthcare service available over the phone.”

Individuals can reach My Nurse, by calling 877-242-8899. My Nurse is available 24 hours a day, seven days a week.