Evaluación de un call center de orientación clínica durante los primeros meses de pandemia COVID-19: capacidad de resolución de los llamados / Evaluation of a clinical orientation Call Center during the first months of the COVID-19 pandemic
Rev. méd. Chile
;
150(3): 302-308, mar. 2022. graf, tab
Artigo
em Espanhol
| LILACS
| ID: biblio-1409799
ABSTRACT
BACKGROUND:
During sanitary emergencies such as the recent pandemic, health services can collapse. In these cases, remote orientation services such as call centers may help to debottleneck these services.AIM:
To assess the demand and problem resolution of a clinical guidance telephone service during the COVID-19 pandemic. Material andMethods:
The call registry between May and August 2020 of an orientation call center for COVID-19 was analyzed. The number of calls, sociodemographic features of callers, type of enquiry and given indications were described.RESULTS:
We analyzed 1,278 telephone calls, corresponding to 655 people. Sixty nine percent of queries were resolved during the call and in 31% of calls, users were referred to face-to-face evaluation. Two percent of these referrals were to an emergency service.Conclusions:
The call center had a high level of resolution, favoring remote consultation and reducing face-to-face care, improving users'accessibility.
Texto completo:
DisponíveL
Índice:
LILACS (Américas)
Assunto principal:
Call Centers
/
COVID-19
Tipo de estudo:
Guia de Prática Clínica
/
Estudo de rastreamento
Limite:
Humanos
Idioma:
Espanhol
Revista:
Rev. méd. Chile
Assunto da revista:
Medicina
Ano de publicação:
2022
Tipo de documento:
Artigo
País de afiliação:
Chile
Instituição/País de afiliação:
Pontificia Universidad Católica de Chile/CL
/
Red Centros de Salud Familiar Ancora UC/CL
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