Leveraging Health Information Helpline to Sustain Health-Care Delivery during the COVID Pandemic: Experiences from a State in Eastern India

Background: The unprecedented demands on health‑care systems due to the COVID‑19 pandemic made countries including India to switch toward alternative modes of health‑care delivery. Objectives: The aim of this study was to describe the various COVID‑related services delivered through 104 health information helpline (HIHL), located in Jharkhand during the pandemic. Methods: The de‑identified secondary data from February 2020 to December 2021 related to COVID services delivered through HIHL were analyzed. Results: There was a significant increase in the COVID call volume during the first as well as the second wave. The HIHL has been able to guide the callers on testing, home isolation and follow‑up, home‑based teleconsultation, vaccination, timely referral, and support with logistic‑related information. Conclusion: The 104 HIHL has played a critical role in sustaining health‑care delivery during the pandemic, combating the “infodemic” and guiding the general public by providing authentic information.

A retrospective review of calls to the Poisons Information Helpline of the Western Cape during the first 6 months of the COVID-19 pandemic in South Africa

Background: Since the start of the coronavirus disease 2019 (COVID-19) pandemic, poison centres worldwide have reported an increase in exposures to chemicals used for infection prevention. Increased availability and use could lead to an increase in exposures. Potential effects on a South African Poison Information Helpline were unknown, therefore a study was performed to describe changes in call volume and profile of poison exposures. Methods: A retrospective analysis was conducted on an observational database of telephone enquiries. All human-related poisoning exposure call data collected from 01 March to 31 August during 2018, 2019 and 2020 were extracted and analyzed. Summary statistics were used to describe all variables. Results: The total number of calls were 5137, 5508, and 5181 in 2018, 2019, 2020, respectively. The monthly call number during 2020 was mostly less than in 2019. More calls were received from the public calls (39.4% vs 33.1%) and for accidental exposures (65.6% vs 62.3%) increased during 2020 compared to 2019. Exposures to pharmaceuticals decreased by 14.8% from 2019 to 2020, while exposures to eucalyptus oil more than doubled from 21 in 2019 to 43 during 2020. Exposures to antiseptics and disinfectants increased by 60.4%, mainly due to hand sanitizers exposure which showed a 26-fold increase from 2019 (n = 6) to 2020 (n = 156). Conclusion: A change in the profile of poison exposures was observed during the COVID-19 pandemic. Lockdown regulations and greater availability of antiseptics and disinfectants probably led to the increase in exposures. Although symptoms were mostly mild, the public should be educated on safe storage and proper use of all chemicals.

1800 121 2096 Diabeteshelp – A toll free helpline for people with diabetes

People with diabetes mellitus require long-term care that is timely, patient-centered, community-based and sustainable. Any deficiency in care increases the risk of developing complications like Diabetic Retinopathy. Patients or their carers also have numerous questions and doubts during this long-period of care. This increases the pressure on health systems that are struggling with a lack of skilled human resources. One option is to provide counseling support using a dedicated helpline. Over the last five years a major initiative to tackle visual impairment due to diabetes was rolled out in India by the Public Health Foundation of India supported by the Queen Elizabeth Diamond Jubilee Trust, UK. One component of the initiative was establishing a toll-free helpline (1800 121 2096) to address the lack of awareness and to empower people with diabetes in Telangana and Andhra Pradesh states in India. Over a 1-year period, the helpline received 4406 calls, making a case for a national service for people with diabetes.

Awareness and attitude of mothers of primary school children towards child sexual abuse in Tamil Nadu, India

Background: Child sexual abuse leads to several adverse impacts in the affected children. A study on awareness and attitude of mothers towards child sexual abuse will help to formulate better techniques to improve awareness and prevent child sexual abuse. The objective is to study the awareness and attitude of mothers of primary school students towards child sexual abuse.Methods: This cross-sectional observational study was done in the state of Tamil Nadu, India among 186 mothers of primary school children. Data were collected from the mothers using a predesigned questionnaire and analyzed.Results: Only 12.9% of the mothers were aware of the POCSO Act and 32.8% were aware of the child helpline 1098. 76.9% of the mothers were aware of unexplained genital injury as a physical indicator of child sexual abuse. Acute traumatic response (83.9%) and regression in behavior (82.8%) were the commonly aware behavioral indicators of child sexual abuse. Only 25.3% of the mothers believed that boys can be sexually abused. 75.3% of the mothers believed that the offenders were usually unknown persons. 88.7% of the mothers believed that unaccompanied children were a risk factor. 88.2 % of the mother believed that physical and mental disability in children was a risk factor. Majority of the mothers believed that streets (88.7%) and institutions (80.1%) were the common environment for child sexual abuse. Only 23.7% of the mothers had taught regarding good touch and bad touch to their children. 50.5 % of the mothers believed that the major role in preventing child sexual abuse is played by the parents.Conclusions: Awareness regarding child sexual abuse was low among the mothers of primary school children.

Utilisation patterns of helpline and Web chat services among gamblers in Singapore

We evaluated the utilisation of a helpline and Web chat system by the public for gambling-related services in Singapore over a period of 12 months. The profile of callers, call characteristics and actions taken were descriptively analysed using aggregate data. The majority of helpline calls and Web chats were from gamblers aged 40-49 years (23.3%, n = 644). Gamblers made 85.4% (n = 8,010) of the calls to the helpline and 73.3% (n = 546) of the Web chats. About four-fifths of the gamblers were Chinese (79.5%, n = 6,381) and employed full time (79.9%, n = 4,125). Table games (67.6%, n = 2,605) were the most popular gambling activity reported by callers, 55.8% of which involved local casinos. Enquiries were mostly casino related (92.4%, n = 5,739). Approximately 1,827 calls were received per month during the study period and 185 referrals were made to the clinic, 80.5% of whom sought treatment.

Experiences from Garbha-Swasthya Helpline.

Garbha-Swasthya helpline is a telephone helpline run by a tertiary care private hospital to address issues related to pregnancy and its complications. A review of the helpline data from September 2010 to December 2012 was conducted to study caller characteristics, number of calls and related information, and the reasons to call. Out of the total 696 voice calls, 421 were new callers and 275 were repeat callers and they comprised mainly pregnant women (73.3%), their relatives (24.8%), and medical professionals (1.9%). Most calls were related to fi rst pregnancy and were mainly from Pune and other cities of Maharashtra. All calls by the medical professionals were regarding drug safety in pregnancy. The commonest category of questions (27.4%) was about exposures (drugs, alcohol, eclipse, radiation, etc.) and preexisting medical illness followed by pregnancy complications (18.5%), common medical issues such as nausea/vomiting during pregnancy, and delivery and postpartum period (14% each). Although the total number of calls received has steadily increased, efforts to create public and professional awareness to increase the usage of this helpline are warranted.

Role of 24 hour telephonic helpline in delivery of mental health services.

Background: A large number of persons with psychiatric disorders are not seeking treatment due to various reasons, thus contributing to the huge treatment gap. One of the ways to bring these people into treatment is through telephonic helplines. Materials and Methods: Following a large number of suicides in the city of Chandigarh in 2003, The department of Psychiatry, GMCH, Chandigarh was designated as nodal center for the prevention of suicide. A 24-hour suicide prevention helpline was set up as an immediate measure to help persons in crisis. Apart from providing telephonic counseling to persons in crisis, the helpline coordinated with police, media, schools, radio stations etc., to reduce the number of suicides in the city. Results: Majority of the callers were males (65.93%), between 20 to 39 years old (56.34%), married (79.50%), had less than 12 years of formal education (60.68%), and were earning less than Rs. 5000/month (56.80%). 72.96% callers had contacted the mental health services for the first time. A significant number of persons (434, 13.26%) called the helpline for marital, academic, stress-related problems. Majority of the calls were received between 8 A.M. and 2 P.M. The number of suicides in the city of Chandigarh showed a decline in the following years since the helpline was set up. Conclusions: The telephonic helpline seems to be a very effective way of getting persons into contact with health services. They are cost-effective, the person can maintain his confidentiality and devoid of stigma.