UH Rainbow Advice Center

24/7 Phone Coverage for Pediatric Practices and Providers

The UH Rainbow Advice Center is a specially designed service available to private physicians’ offices across the country. More than 160 doctors’ offices subscribe to the UH Rainbow Advice Center, which fields more than 8,000 calls each month. The physicians who use this vital service take comfort that their patients’ families can speak to an expert even when offices are closed.

The UH Rainbow Advice Center is part of a national network of 30 children’s hospitals. It puts the expertise and knowledge of thousands of pediatricians and nurses at a caller’s fingertips, 24 hours a day. In addition to off-hours coverage, subscribers also receive advice and education on how to best serve their patients through telephone services.

Why Choose Us?

The UH Rainbow Advice Center is pediatric-focused, with nurses who are specialized in pediatric telephone assessments. Our co-medical directors are pediatricians who interacts regularly with the nurses, providing quality assurance reviews on each nurse to ensure that quality pediatric care is delivered.

The UH Rainbow Advice Center prides itself on providing accurate and timely advice to patients as well as excellent client service. Our performance objectives include:

Timely Access to Care

• 90 percent of non-urgent calls returned within 30 minutes, and 99 percent within 60 minutes
• The monthly average speed to answer for incoming calls is less than 20 seconds.

Focus on Quality

• All our nurses are certified by the state of Ohio and participate in ongoing continuing education.
• Our nurses follow Schmitt Thompson Clinical Content After-Hours Computerized Telephone Guidelines, nurse triage protocols that allow the patient to remain at home 83 percent of the time.

Client Satisfaction

• Client response time: We respond to all client requests within 24 hours of being notified.
• Client retention: The UH Rainbow Advice Center has maintained a 97 percent client retention rate. On average, our clients have been with us for more than seven years.