COVID-19热线,热线和呼叫中心:对特征,挑战和经验教训进行系统审查
Maryam Eslami Jahromi1, Haleh Ayatollahi2, Ali Ebrazeh3
1Department of Health Information Management, School of Health Management and Information Sciences, Iran University of Medical Sciences, Tehran, Iran.
BMC public health
|April 28, 2024
概括
COVID-19热线提供了至关重要的远程支持,提供心理援助和可靠的信息. 学到的关键教训包括雇佣受过培训的员工和收集呼叫者的反,以应对未来的危机.
科学领域:
- 公共卫生 公共卫生
- 医疗保健服务研究 医疗服务研究
- 危机沟通 危机沟通
背景情况:
- 由于COVID-19大流行,需要快速实施远程医疗服务.
- 热线,热线和呼叫中心在公共卫生支持中发挥了重要作用.
- 本研究探讨了这些服务的特点,挑战和经验教训.
研究的目的:
- 调查COVID-19热线/帮助线/呼叫中心的实施情况.
- 确定共同的目标,挑战和经验教训.
- 为未来的危机应对策略提供信息.
主要方法:
- 在多个数据库 (PubMed,科学网,Scopus等) 进行系统的文献搜索. 从2020年1月到2023年12月.
- 在1440个已识别的相关物品中,包括43个相关物品.
- 使用已建立的评估工具 (AXIS,MMAT,CASP) 进行偏差评估的质量和风险.
主要成果:
- 大多数服务于2020年初启动,通常每天运行.
- 主要职能包括心理支持,信息传播,医疗保健咨询和分拣.
- 常见的挑战:缺乏体检,无障碍和过时的信息.
结论:
- COVID-19热线是必不可少的,特别是在信息稀缺的情况下提供心理支持.
- 学到的经验教训强调合格的员工,全面的培训和反机制.
- 考虑运营商和呼叫者的挑战对于加强未来的危机服务至关重要.
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