Initial impact of toll-free access on poison center call volume

Prior to the implementation of the nationwide toll-free telephone number, most poison centers already provided toll-free service; therefore, the impact of toll-free access to a poison center on call volume is difficult to assess in the majority of poison centers. This analysis examined the effect that the new nationwide toll-free telephone number had on total call volume (exposures and information calls) in a poison center without previous toll-free access and serving a large urban and rural population. All calls received by a Regional Poison Information Center (RPIC) over a consecutive 27-mo period (2000, 2001, Jan-Jun 2002) were analyzed. April 2001 was the first full month of toll-free service. Data from January-March and January-June for 2000, 2001 and 2002 served as 3 and 6-mo benchmark and study periods. The 3 and 6-mo periods for each of the 3 years were used to conduct comparative trend analysis. Over 1.1 million pieces of literature and sheets of stickers that contained the toll-free number were distributed throughout the region over the study period. Use of the toll-free number increased from 590 calls in July 2001 to 2,157 in June 2002. Total call volume increased by 11.2%. Trend analysis revealed a 9.9% increase in exposure volume when comparing 2001 and 2002 data. There was a significant increase in utilization of the toll-free number for information purposes from people residing in rural counties. Toll-free access to the RPIC increased the volume of information calls dramatically. Initial trend analysis indicated that the availability of toll-free access has reversed the erosion of exposure-related calls.