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[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.
Valenzuela, Vania; Soto, Mauricio; Betti, Irina; Jara, Daniel; Valdebenito, Constanza; Arenas, Eduardo; Angelats, Alejandra; Téllez, Álvaro.
  • Valenzuela V; Departamento de Medicina Familiar, Escuela de Medicina, Pontificia Universidad Católica de Chile, Santiago, Chile.
  • Soto M; Departamento de Medicina Familiar, Escuela de Medicina, Pontificia Universidad Católica de Chile, Santiago, Chile.
  • Betti I; Unidad de Telesalud, Red Centros de Salud Familiar Ancora UC, Santiago, Chile.
  • Jara D; Departamento de Salud de la Mujer, Escuela de Enfermería - Obstetricia, Pontificia Universidad Católica de Chile, Santiago, Chile.
  • Valdebenito C; Unidad de Telesalud, Red Centros de Salud Familiar Ancora UC, Santiago, Chile.
  • Arenas E; Unidad de Telesalud, Red Centros de Salud Familiar Ancora UC, Santiago, Chile.
  • Angelats A; Unidad de Telesalud, Red Centros de Salud Familiar Ancora UC, Santiago, Chile.
  • Téllez Á; Departamento de Medicina Familiar, Escuela de Medicina, Pontificia Universidad Católica de Chile, Santiago, Chile.
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 AND

METHODS:

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.
Subject(s)

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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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