[Evaluation of a clinical orientation Call Center during the first months of the COVID-19 pandemic]. / Evaluación de un call center de orientación clínica durante los primeros meses de pandemia COVID-19: capacidad de resolución de los llamados.
Rev Med Chil
; 150(3): 302-308, 2022 Mar.
Article
in Spanish
| MEDLINE | ID: covidwho-2055641
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.
Full text:
Available
Collection:
International databases
Database:
MEDLINE
Main subject:
Call Centers
/
COVID-19
Type of study:
Experimental Studies
/
Observational study
/
Prognostic study
Limits:
Humans
Language:
Spanish
Journal:
Rev Med Chil
Year:
2022
Document Type:
Article
Affiliation country:
S0034-98872022000300302
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