Evaluación de un call center de orientación clínica durante los primeros meses de pandemia COVID-19: capacidad de resolución de los llamados

Simple item page
dc.catalogadorvzp
dc.contributor.authorValenzuela Guerrero, Vania
dc.contributor.authorSoto Duran, Mauricio Javier
dc.contributor.authorTellez Tellez, Alvaro Rodrigo
dc.contributor.authorJara Suazo, Daniel Esteban
dc.contributor.authorBetti Cortes, Irina Alessandra
dc.contributor.authorValdebenito Pradenas, Constanza Macarena
dc.contributor.authorArenas, Eduardo
dc.contributor.authorAngelats Fuenmayor, Alejandra Mercedes
dc.date.accessioned2024-11-07T15:54:24Z
dc.date.available2024-11-07T15:54:24Z
dc.date.issued2022
dc.description.abstract© 2022 Sociedad Medica de Santiago. All rights reserved.Background: During sanitary emergencies such as the recent pandemic, health services can collapse. In these cases, remote orientation services such as call centers may help to debottleneck these services. Aim: To assess the demand and problem resolution of a clinical guidance telephone service during the COVID-19 pandemic. Material and Methods: The call registry between May and August 2020 of an orientation call center for COVID-19 was analyzed. The number of calls, sociodemographic features of callers, type of enquiry and given indications were described. Results: We analyzed 1,278 telephone calls, corresponding to 655 people. Sixty nine percent of queries were resolved during the call and in 31% of calls, users were referred to face-to-face evaluation. Two percent of these referrals were to an emergency service. Conclusions: The call center had a high level of resolution, favoring remote consultation and reducing face-to-face care, improving users´ accessibility.
dc.format.extent7 páginas
dc.fuente.origenScopus
dc.identifier.doi10.4067/S0034-98872022000300302
dc.identifier.eissn0717-76163
dc.identifier.issn0034-9887
dc.identifier.pubmedid36156714
dc.identifier.scieloidSCIELO:S0034-98872022000300302
dc.identifier.scopusidSCOPUS_ID:85138606813
dc.identifier.urihttps://www.scielo.cl/scielo.php?script=sci_abstract&pid=S0034-98872022000300302&lng=es&nrm=iso&tlng=en
dc.identifier.urihttp://dx.doi.org/10.4067/S0034-98872022000300302
dc.identifier.urihttps://repositorio.uc.cl/handle/11534/88484
dc.identifier.wosidWOS:000859291600004
dc.information.autorucEscuela de Medicina; Valenzuela Guerrero, Vania; S/I; 218616
dc.information.autorucEscuela de Medicina; Tellez Tellez, Alvaro Rodrigo; 0000-0003-1667-6243; 99828
dc.information.autorucEscuela de Psicología; Betti Cortes, Irina Alessandra; S/I; 248562
dc.information.autorucEscuela de Psicología; Angelats Fuenmayor, Alejandra Mercedes; S/I; 1086430
dc.information.autorucEscuela de Enfermería; Valdebenito Pradenas, Constanza Macarena; S/I; 1040225
dc.information.autorucEscuela de Medicina; Soto Duran, Mauricio Javier; 0000-0002-6502-4287; 85108
dc.information.autorucEscuela de Enfermería; Jara Suazo, Daniel Esteban; S/I; 132703
dc.issue.numero3
dc.language.isoes
dc.nota.accesocontenido completo
dc.pagina.final308
dc.pagina.inicio302
dc.publisherSociedad Medica de Santiago
dc.relation.ispartofRevista Medica de Chile
dc.revistaRevista Medica de Chile
dc.rightsacceso abierto
dc.rights.licenseAttribution 4.0 International (CC BY 4.0)
dc.rights.urihttps://creativecommons.org/licenses/by/4.0/deed.en
dc.subjectCall Centers
dc.subjectCovid-19
dc.subjectPrimary Health Care
dc.subjectRemote Consultation
dc.subjectTelemedicine
dc.subjectCall Centers
dc.subjectCovid-19
dc.subjectPrimary Health Care
dc.subjectRemote Consultation
dc.subjectTelemedicine
dc.subject.ddc610
dc.subject.deweyMedicina y saludes_ES
dc.subject.ods03 Good health and well-being
dc.subject.odspa03 Salud y bienestar
dc.titleEvaluación de un call center de orientación clínica durante los primeros meses de pandemia COVID-19: capacidad de resolución de los llamados
dc.title.alternativeEvaluation of a clinical orientation Call Center during the first months of the COVID-19 pandemic
dc.typeartículo
dc.volumen150
sipa.codpersvinculados218616
sipa.codpersvinculados99828
sipa.codpersvinculados248562
sipa.codpersvinculados1086430
sipa.codpersvinculados1040225
sipa.codpersvinculados85108
sipa.codpersvinculados132703
sipa.trazabilidadSCOPUS;10-11-2022
Files
Original bundle
Now showing 1 - 1 of 1
Thumbnail Image
Name:
Evaluación de un call center de orientación clínica durante los primeros meses de pandemia COVID-19.pdf
Size:
366.01 KB
Format:
Adobe Portable Document Format
Description:
Download
Collections
Artículos de revistas