维护和改善公共卫生虚拟呼叫中心:CUNY康复队的经验
Srividhya Sharma1, Valerie El-Alfi, Danielle Greene
1Center for Innovation in Mental Health (Dr Sharma); City University of New York Graduate School of Public Health and Health Policy, New York, New York (Ms El-Alfi and Dr Greene).
纽约市大学 (CUNY) 恢复队在COVID-19大流行期间成功将纽约人与重要资源联系起来. 这种虚拟导航服务改善了获得基本援助和医疗服务的机会,展示了未来应急响应的模式.
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
- 社会工作 社会工作 社会工作
背景情况:
- 随着COVID-19的流行,纽约人的基本资源面临重大障碍.
- 在隔离和隔离期间,个人和家庭面临着获得住房,食物,财政援助和医疗保健的挑战.
研究的目的:
- 评估纽约市大学 (CUNY) 恢复队作为虚拟资源导航服务的有效性.
- 突出该计划在将服务不足的社区连接到关键资源方面的作用,包括COVID-19疫苗接种,治疗和长期COVID服务.
主要方法:
- 康尼大学恢复部队作为虚拟导航中心运作,优先考虑服务不足的社区.
- 实施了强大的服务提供,员工管理,社区建设和质量保证系统.
- 专注于持续的质量改进和流程提升,持续三年.
主要成果:
- 该计划覆盖了374,728名纽约人,并将135,147人与基本资源联系起来.
- 通过质量保证努力,成功的客户资源连接增加了近10个点.
- 员工的举措和专业发展,包括创伤信息护理培训,改善士气,留守和客户互动.
结论:
- 在公共卫生紧急情况下,CUNY恢复队提供了一个可扩展的模型,用于建立虚拟导航服务.
- 有效的项目管理,质量提升和专注的员工支持对于成功至关重要.
- 学习的经验可以为政策制定者和服务提供者提供信息,帮助他们主动解决卫生和社会服务需求.
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