Importancia de los Customer Relationship Management (CRM) sanitarios en las pandemias y alertas sanitarias / Importance of health CRM in pandemics and health alerts

OBJETIVO: El objetivo es demostrar la importancia que puede tener un CRM sanitario en una pandemia o alerta sanitaria. Durante la pandemia de la gripe A, Salud Responde jugó un papel muy importante; su principal objetivo era establecer unos protocolos y la atención al ciudadano que evitara que pacientes con sintomatología leve de gripe A se desplazaran a los centros de salud. DISEÑO: Para lograr este objetivo se desarrolló sobre el CRM de Siebel (herramienta informática) unos triajes que permitieron al personal de Salud Responde, en función de los síntomas del paciente y sus factores de riesgo, establecer la gravedad de este, y así poder informar, dar consejos sanitarios o derivar al paciente a los centros médicos en caso de necesidad. Emplazamiento: En este estudio se ha tenido en cuenta a todos los pacientes que fueron atendidos por Salud Responde en su cartera de servicios de gripe A. En total fueron atendidos 56.497 pacientes. PARTICIPANTES: Pacientes que fueron atendidos por Salud Responde. MEDICIONES PRINCIPALES: Los datos han sido extraídos de las bases de datos de Salud Responde. RESULTADOS: En el caso de la pandemia de la gripe A, Salud Responde atendió a 56.497 pacientes, de los que 48.287 no requirieron atención sanitaria. CONCLUSIONES: Salud Responde atendió a 56.497 pacientes, de los cuales 48.287 no requirieron atención sanitaria. Aparte del posible ahorro económico que esto pudo suponer, contribuyó a minimizar la pandemia, evitando que pacientes con sintomatología leve fueran a su centro de salud para recibir atención médica o información, y evitó en gran medida el desbordamiento de las urgencias

OBJECTIVE: The aim of this article is to demonstrate the importance of the role a health CRM can play in a pandemic or health alert. During the influenza-A pandemic, Salud Responde played a very important role. Its main objective was to establish protocols and citizens advice lines that would avoid patients with mild influenza-A symptoms going to health centre. DESIGN: A triage system was developed around the Siebel CRM (software tool) to achieve this OBJECTIVE: This allowed the Salud Responde staff to establish the severity of the patient depending on the symptoms and the risk factors of the patient, as well as being able to inform, give health advice or refer the patient to medical centres if necessary. SETTING: All patients (a total of 56,497) who were attended by Salud Responde within its influenza-A service portfolio have been included. PARTICIPANTS: Patients who were attended by Salud Responde. MAIN MEASUREMENTS: The data have been extracted from the Salud Responde data base. RESULTS: Salud Responde attended to 56,497 patients during the influenza-A pandemic, of whom 48,287 patients did not require health care. CONCLUSIONS: Salud Responde attended to 56,497 patients, of whom 48,287 patients did not require health care. Apart from any financial savings that this could entail, it contributed to minimising the pandemic, avoiding the patient having to go to a health centre to receive medical care or information, and prevented, to a great extent, the flooding of casualty departments

[Importance of health CRM in pandemics and health alerts]. / Importancia de los Customer Relationship Management (CRM) sanitarios en las pandemias y alertas sanitarias.

OBJECTIVE: The aim of this article is to demonstrate the importance of the role a health CRM can play in a pandemic or health alert. During the influenza-A pandemic, Salud Responde played a very important role. Its main objective was to establish protocols and citizens advice lines that would avoid patients with mild influenza-A symptoms going to health centre. DESIGN: A triage system was developed around the Siebel CRM (software tool) to achieve this objective. This allowed the Salud Responde staff to establish the severity of the patient depending on the symptoms and the risk factors of the patient, as well as being able to inform, give health advice or refer the patient to medical centres if necessary. SETTING: All patients (a total of 56,497) who were attended by Salud Responde within its influenza-A service portfolio have been included. PARTICIPANTS: Patients who were attended by Salud Responde. MAIN MEASUREMENTS: The data have been extracted from the Salud Responde data base. RESULTS: Salud Responde attended to 56,497 patients during the influenza-A pandemic, of whom 48,287 patients did not require health care. CONCLUSIONS: Salud Responde attended to 56,497 patients, of whom 48,287 patients did not require health care. Apart from any financial savings that this could entail, it contributed to minimising the pandemic, avoiding the patient having to go to a health centre to receive medical care or information, and prevented, to a great extent, the flooding of casualty departments.