[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
en Es
| MEDLINE
| ID: mdl-36156714
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:
1
Colección:
01-internacional
Base de datos:
MEDLINE
Asunto principal:
Centrales de Llamados
/
COVID-19
Tipo de estudio:
Guideline
/
Screening_studies
Límite:
Humans
Idioma:
Es
Revista:
Rev Med Chil
Año:
2022
Tipo del documento:
Article
País de afiliación:
Chile
Pais de publicación:
CHILE
/
CL