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[The functioning of call-center in conditions of COVID-19 pandemic]
V I Starodubov1, N M Popova2, A V Popov1
1The Federal State Budget Institution "The Central Research Institute for Health Organization and Informatics" of Minzdrav of Russia, 127254, Moscow, Russia.
Insights
The Udmurt Republic
Area of Science:
- Public Health
- Health Services Research
- Telemedicine
Context:
- Persistent high morbidity of COVID-19 necessitates efficient medical care systems.
- Analyzing the Udmurt Republic's Ministry of Health Care call-center operations is crucial for understanding public health responses.
- The call-center plays a vital role in managing patient inquiries and coordinating care during the pandemic.
Purpose:
- To analyze the activities of the Udmurt Republic's Ministry of Health Care call-center.
- To assess the organization of medical care for COVID-19 patients via the call-center.
- To evaluate citizen and medical organization satisfaction with call-center services.
Summary:
- Call-center data from 2020-2022 reveals significant call volumes related to COVID-19, particularly concerning access to clinics, PCR test results, and quarantine guidelines.
- Call volume correlated with COVID-19 incidence rates.
- The call-center conducted extensive outreach for health monitoring and vaccination promotion, with a focus on audio-monitoring of outpatients.
Impact:
- The call-center emerged as a critical structural unit for patient care organization during peak COVID-19 periods.
- High satisfaction levels reported by both medical organizations and citizens indicate the call-center's effectiveness.
- The study highlights the importance of call-centers in public health emergency response and patient management.
Abstract:
In conditions of persisting high morbidity of COVID-19, issues related to prompt and timely medical care of population remains actual ones. The purpose of the study to analyze activities of the call-center of the Ministry of Health Care of the Udmurt Republic related to organization of medical care of COVID-19 patients in the Udmurt Republic.
Materials And Methods:
The statistical (descriptive statistics) and descriptive methods were applied. The indicators of functioning of the call-center of the Ministry of Health Care of the Udmurt Republic in 2020-2022 were analyzed. The psychological characteristics of telephone counseling were studied. The satisfaction of medical organizations and citizens with services of call-center operators was assessed.
The Results:
The main principles of telephone counseling are confidentiality, maintenance of framework of working conversation, respect to personality of addressee. In 2020 the call center phone line received 34160 calls, in 2021 - 128339 calls, in 2022 - 65618 calls. In 25 months of operation the call-center operators received 228,117 calls from citizens related to issues of new coronavirus infection. The number of patient calls to the hot-line increases significantly when incidence of new coronavirus infection increases (r=0.885; p<0.05). Most frequently (25.1%) citizens contacted the call-center of the Ministry of Health Care of the Udmurt Republic due to inability to reach the polyclinic and on issues related to primary before-doctor care. The second place in terms of frequency (18.5%) took issues related to PCR-test results. The third place (14.1%) took issues related to duration of quarantine for patients and persons residing with them, possibility for children to attend preschool and educational institutions. The number of outgoing calling in 2020 was 16146, in 2021 - 89269 and in 2022 9936 calls. During 25 months of operation, call-center operators made 204,782 calls to citizens to monitor their health status and invite them to vaccinations and health screenings. More than half of outgoing calls (58.3%) were related to audio-monitoring of patients undergoing outpatient treatment with making-up of electronic protocol.
Conclusions:
During the period of increasing of COVID-19 morbidity, the call-center becomes an independent structural unit of organizing patient care. The medical organizations and citizens are satisfied with functioning of the call-center of the Ministry of Health Care of the Udmurt Republic organized in order of improving the organization of medical care of patients with COVID-19.
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