探索在Covid-19大流行期间使用国家呼叫中心的优势,挑战和经验:一项定性研究
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 health services research
|November 11, 2025
概括
4030呼叫中心在Covid-19大流行期间提供了至关重要的支持,减少了医疗负担,并提供了心理援助. 关键的挑战包括高呼叫量和有限的电话咨询,突出了改善危机规划的必要性.
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
- 远程医疗远程医疗
背景情况:
- 由于Covid-19的流行,医疗保健系统需要快速适应.
- 呼叫中心/热线对于公众获取信息和支持至关重要.
- 了解用户和提供者的体验对于优化卫生危机期间的服务提供至关重要.
研究的目的:
- 探索4030呼叫中心工作人员和呼叫者的经验和观点,在Covid-19大流行期间.
- 识别公共卫生呼叫中心环境中服务改进的优势,挑战和机会.
主要方法:
- 定性研究设计. 定性研究设计.
- 与呼叫中心工作人员 (n=5),顾问 (n=24) 和呼叫者 (n=35) 进行了半结构化采访.
- 使用框架分析方法分析数据.
主要成果:
- 工作人员和顾问讨论了呼叫中心的建立理由,运营,优势和挑战.
- 呼叫者提到联系的原因,并分享了呼叫中心的优势和挑战的观点.
- 从员工/顾问采访中出现了四个主要主题;三个来自呼叫者采访.
结论:
- 4030呼叫中心在减少医疗机构访问和在疫情期间提供心理支持方面发挥了重要作用.
- 确定的好处包括预防疾病传播和向公众保证;挑战涉及呼叫量,等待时间和咨询限制.
- 医疗保健政策制定者应该利用在健康危机期间呼叫中心运营的见解,以进行未来的规划和服务改进.
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