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Glatman-Freedman A, Bromberg M, Ram A, Lutski M, Bassal R, Michailevich O, Saban M, Frankental D, Dichtiar R, Kruglikov-Moldavsky A, Rozani V, Karolinsky D, Braun T, Zuker I, Keinan-Boker L, Silverman BG. A COVID-19 call center for healthcare providers: dealing with rapidly evolving health policy guidelines. Isr J Health Policy Res 2020; 9:73. [PMID: 33267873 PMCID: PMC7709808 DOI: 10.1186/s13584-020-00433-x] [Citation(s) in RCA: 6] [Impact Index Per Article: 1.5] [Reference Citation Analysis] [Abstract] [Key Words] [Track Full Text] [Download PDF] [Figures] [Journal Information] [Subscribe] [Scholar Register] [Received: 07/23/2020] [Accepted: 11/24/2020] [Indexed: 12/15/2022] Open
Abstract
BACKGROUND Communication between health authorities and healthcare providers is an essential element of the response to public health emergencies. Although call centers can facilitate such communication, no published reports describing their outcomes exist. In advance of the expected COVID-19 outbreak in Israel, the Israel Center for Disease Control established a call center dedicated to queries from healthcare professionals. METHODS The call center operated from February 5, 2020 (week 6) to May 14, 2020 (week 20). Data on calls received, including date and time, caller characteristics, questions and responses were recorded in a database designed for this purpose. The volume, sources and content of queries were analyzed. RESULTS In 15 weeks of operation, the call center responded to 6623 calls. The daily number of calls ranged from 1 to 371 (mean 79.8, median 40), peaking on week 12, 2 weeks prior to a peak in new COVID-19 cases. Callers were predominantly physicians (62.4%), nurses (18.7%) and administrators (4.4%). Most worked in primary care clinics (74.2%) or hospitals (8.7%). Among physicians, 42.3% were family physicians or internists, and 10.0% were pediatricians. The issues most commonly addressed were home quarantine (21.6%), criteria for suspected cases (20.6%), and SARS-CoV2 testing (14.1%). Twenty-five percent of questions involved requests for clarifications of MOH guidelines regarding travel restrictions, clinic management, triage of symptomatic patients, routine medical and dental care, recommended precautions for health care workers with preexisting medical conditions, and other matters. A total of 119 queries were not resolved on the basis of existing guidelines and were referred to MOH headquarters. CONCLUSIONS This is the first report of a call center established to serve the needs of healthcare providers seeking guidance on COVID-19 management, and to facilitate communication of providers' concerns to the central health authority. Our work indicates that a central call center for healthcare providers can facilitate the development, implementation and amendment of guidelines and should be an integral element of the early response to public health emergencies. Real-time analysis of the call data may reveal important trends requiring prompt attention.
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Affiliation(s)
- Aharona Glatman-Freedman
- The Israel Center for Disease Control, Israel Ministry of Health, Ramat Gan, Israel.,Department of Epidemiology and Public Health, School of Public Health, Tel Aviv University School of Medicine, Tel Aviv University, Tel Aviv-Yafo, Israel
| | - Michal Bromberg
- The Israel Center for Disease Control, Israel Ministry of Health, Ramat Gan, Israel.,Department of Epidemiology and Public Health, School of Public Health, Tel Aviv University School of Medicine, Tel Aviv University, Tel Aviv-Yafo, Israel
| | - Amit Ram
- The Israel Center for Disease Control, Israel Ministry of Health, Ramat Gan, Israel
| | - Miri Lutski
- The Israel Center for Disease Control, Israel Ministry of Health, Ramat Gan, Israel
| | - Ravit Bassal
- The Israel Center for Disease Control, Israel Ministry of Health, Ramat Gan, Israel.,Department of Epidemiology and Public Health, School of Public Health, Tel Aviv University School of Medicine, Tel Aviv University, Tel Aviv-Yafo, Israel
| | - Olga Michailevich
- The Israel Center for Disease Control, Israel Ministry of Health, Ramat Gan, Israel
| | - Mor Saban
- The Israel Center for Disease Control, Israel Ministry of Health, Ramat Gan, Israel
| | - Dvora Frankental
- The Israel Center for Disease Control, Israel Ministry of Health, Ramat Gan, Israel
| | - Rita Dichtiar
- The Israel Center for Disease Control, Israel Ministry of Health, Ramat Gan, Israel
| | | | - Violetta Rozani
- The Israel Center for Disease Control, Israel Ministry of Health, Ramat Gan, Israel
| | - Dolev Karolinsky
- The Israel Center for Disease Control, Israel Ministry of Health, Ramat Gan, Israel
| | - Tali Braun
- The Israel Center for Disease Control, Israel Ministry of Health, Ramat Gan, Israel
| | - Inbar Zuker
- The Israel Center for Disease Control, Israel Ministry of Health, Ramat Gan, Israel.,Department of Epidemiology and Public Health, School of Public Health, Tel Aviv University School of Medicine, Tel Aviv University, Tel Aviv-Yafo, Israel
| | - Lital Keinan-Boker
- The Israel Center for Disease Control, Israel Ministry of Health, Ramat Gan, Israel.,School of Public Health, University of Haifa, Haifa, Israel
| | - Barbara G Silverman
- The Israel Center for Disease Control, Israel Ministry of Health, Ramat Gan, Israel. .,Department of Epidemiology and Public Health, School of Public Health, Tel Aviv University School of Medicine, Tel Aviv University, Tel Aviv-Yafo, Israel.
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Quinn C, Poirot E, Sanders Kim A, Viswanath AL, Patel SN, Abramson DM, Piltch-Loeb R. Variations in Healthcare Provider Use of Public Health and Other Information Sources by Provider Type and Practice Setting During New York City's Response to the Emerging Threat of Zika Virus Disease, 2016. Health Secur 2018; 16:252-261. [PMID: 30133373 DOI: 10.1089/hs.2018.0026] [Citation(s) in RCA: 2] [Impact Index Per Article: 0.3] [Reference Citation Analysis] [Abstract] [Key Words] [Track Full Text] [Journal Information] [Subscribe] [Scholar Register] [Indexed: 11/12/2022] Open
Abstract
The New York City (NYC) Department of Health and Mental Hygiene (DOHMH) used multiple methods to provide guidance to healthcare providers on the management and prevention of Zika virus disease during 2016. To better understand providers' use of information sources related to emerging disease threats, this article describes reported use of information sources by NYC providers to stay informed about Zika, and patterns observed by provider type and practice setting. We sent an electronic survey to all email addresses in the Provider Data Warehouse, a system used to maintain information from state and local health department sources on all prescribing healthcare providers in NYC. The survey asked providers about their use of information sources, including specific information products offered by the NYC DOHMH, to stay informed about Zika during 2016. Trends by provider type and practice setting were described using summary statistics. The survey was sent to 44,455 unique email addresses; nearly 20% (8,711) of the emails were undeliverable. Ultimately, 1,447 (5.8%) eligible providers completed the survey. Most respondents (79%) were physicians. Overall, the most frequently reported source of information from the NYC DOHMH was the NYC Health Alert Network (73%). Providers in private practice reported that they did not use any NYC DOHMH source of information about Zika more frequently than did those working in hospital settings (29% vs 23%); similarly, private practitioners reported that they did not use any other source of information about Zika more frequently than did those working in hospital settings (16% vs 8%). Maintaining timely and accurate databases of healthcare provider contact information is a challenge for local public health agencies. Effective strategies are needed to identify and engage independently practicing healthcare providers to improve communications with all healthcare providers during public health emergencies.
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Affiliation(s)
- Celia Quinn
- Celia Quinn, MD, is a Career Epidemiology Field Officer, Field Services Branch, Division of State and Local Readiness, Office of Public Health Preparedness and Response, Centers for Disease Control and Prevention (CDC), Atlanta, GA, and with the Office of Emergency Preparedness and Response, New York City Department of Health and Mental Hygiene, New York, NY. Eugenie Poirot, PhD, is an Epidemic Intelligence Service Officer, Division of Scientific Education and Professional Development, CDC, Atlanta, and with the Division of Epidemiology, New York City Department of Health and Mental Hygiene. Afua Sanders Kim is Executive Director, IT Informatics, Information Technology, and Telecommunications; Aishwarya L. Viswanath, MPH, is Research Scientist, Bureau of Agency Preparedness and Response; and Sneha N. Patel, MSW, MPH, is Director of Evaluation, Bureau of Agency Preparedness and Response, Office of Emergency Preparedness and Response; all in the NYC Department of Health and Mental Hygiene, New York, NY. David M. Abramson, PhD, is Clinical Associate Professor, and Rachael Piltch-Loeb, MSPH, is a doctoral candidate; both in the College of Global Public Health, New York University, New York, NY
| | - Eugenie Poirot
- Celia Quinn, MD, is a Career Epidemiology Field Officer, Field Services Branch, Division of State and Local Readiness, Office of Public Health Preparedness and Response, Centers for Disease Control and Prevention (CDC), Atlanta, GA, and with the Office of Emergency Preparedness and Response, New York City Department of Health and Mental Hygiene, New York, NY. Eugenie Poirot, PhD, is an Epidemic Intelligence Service Officer, Division of Scientific Education and Professional Development, CDC, Atlanta, and with the Division of Epidemiology, New York City Department of Health and Mental Hygiene. Afua Sanders Kim is Executive Director, IT Informatics, Information Technology, and Telecommunications; Aishwarya L. Viswanath, MPH, is Research Scientist, Bureau of Agency Preparedness and Response; and Sneha N. Patel, MSW, MPH, is Director of Evaluation, Bureau of Agency Preparedness and Response, Office of Emergency Preparedness and Response; all in the NYC Department of Health and Mental Hygiene, New York, NY. David M. Abramson, PhD, is Clinical Associate Professor, and Rachael Piltch-Loeb, MSPH, is a doctoral candidate; both in the College of Global Public Health, New York University, New York, NY
| | - Afua Sanders Kim
- Celia Quinn, MD, is a Career Epidemiology Field Officer, Field Services Branch, Division of State and Local Readiness, Office of Public Health Preparedness and Response, Centers for Disease Control and Prevention (CDC), Atlanta, GA, and with the Office of Emergency Preparedness and Response, New York City Department of Health and Mental Hygiene, New York, NY. Eugenie Poirot, PhD, is an Epidemic Intelligence Service Officer, Division of Scientific Education and Professional Development, CDC, Atlanta, and with the Division of Epidemiology, New York City Department of Health and Mental Hygiene. Afua Sanders Kim is Executive Director, IT Informatics, Information Technology, and Telecommunications; Aishwarya L. Viswanath, MPH, is Research Scientist, Bureau of Agency Preparedness and Response; and Sneha N. Patel, MSW, MPH, is Director of Evaluation, Bureau of Agency Preparedness and Response, Office of Emergency Preparedness and Response; all in the NYC Department of Health and Mental Hygiene, New York, NY. David M. Abramson, PhD, is Clinical Associate Professor, and Rachael Piltch-Loeb, MSPH, is a doctoral candidate; both in the College of Global Public Health, New York University, New York, NY
| | - Aishwarya L Viswanath
- Celia Quinn, MD, is a Career Epidemiology Field Officer, Field Services Branch, Division of State and Local Readiness, Office of Public Health Preparedness and Response, Centers for Disease Control and Prevention (CDC), Atlanta, GA, and with the Office of Emergency Preparedness and Response, New York City Department of Health and Mental Hygiene, New York, NY. Eugenie Poirot, PhD, is an Epidemic Intelligence Service Officer, Division of Scientific Education and Professional Development, CDC, Atlanta, and with the Division of Epidemiology, New York City Department of Health and Mental Hygiene. Afua Sanders Kim is Executive Director, IT Informatics, Information Technology, and Telecommunications; Aishwarya L. Viswanath, MPH, is Research Scientist, Bureau of Agency Preparedness and Response; and Sneha N. Patel, MSW, MPH, is Director of Evaluation, Bureau of Agency Preparedness and Response, Office of Emergency Preparedness and Response; all in the NYC Department of Health and Mental Hygiene, New York, NY. David M. Abramson, PhD, is Clinical Associate Professor, and Rachael Piltch-Loeb, MSPH, is a doctoral candidate; both in the College of Global Public Health, New York University, New York, NY
| | - Sneha N Patel
- Celia Quinn, MD, is a Career Epidemiology Field Officer, Field Services Branch, Division of State and Local Readiness, Office of Public Health Preparedness and Response, Centers for Disease Control and Prevention (CDC), Atlanta, GA, and with the Office of Emergency Preparedness and Response, New York City Department of Health and Mental Hygiene, New York, NY. Eugenie Poirot, PhD, is an Epidemic Intelligence Service Officer, Division of Scientific Education and Professional Development, CDC, Atlanta, and with the Division of Epidemiology, New York City Department of Health and Mental Hygiene. Afua Sanders Kim is Executive Director, IT Informatics, Information Technology, and Telecommunications; Aishwarya L. Viswanath, MPH, is Research Scientist, Bureau of Agency Preparedness and Response; and Sneha N. Patel, MSW, MPH, is Director of Evaluation, Bureau of Agency Preparedness and Response, Office of Emergency Preparedness and Response; all in the NYC Department of Health and Mental Hygiene, New York, NY. David M. Abramson, PhD, is Clinical Associate Professor, and Rachael Piltch-Loeb, MSPH, is a doctoral candidate; both in the College of Global Public Health, New York University, New York, NY
| | - David M Abramson
- Celia Quinn, MD, is a Career Epidemiology Field Officer, Field Services Branch, Division of State and Local Readiness, Office of Public Health Preparedness and Response, Centers for Disease Control and Prevention (CDC), Atlanta, GA, and with the Office of Emergency Preparedness and Response, New York City Department of Health and Mental Hygiene, New York, NY. Eugenie Poirot, PhD, is an Epidemic Intelligence Service Officer, Division of Scientific Education and Professional Development, CDC, Atlanta, and with the Division of Epidemiology, New York City Department of Health and Mental Hygiene. Afua Sanders Kim is Executive Director, IT Informatics, Information Technology, and Telecommunications; Aishwarya L. Viswanath, MPH, is Research Scientist, Bureau of Agency Preparedness and Response; and Sneha N. Patel, MSW, MPH, is Director of Evaluation, Bureau of Agency Preparedness and Response, Office of Emergency Preparedness and Response; all in the NYC Department of Health and Mental Hygiene, New York, NY. David M. Abramson, PhD, is Clinical Associate Professor, and Rachael Piltch-Loeb, MSPH, is a doctoral candidate; both in the College of Global Public Health, New York University, New York, NY
| | - Rachael Piltch-Loeb
- Celia Quinn, MD, is a Career Epidemiology Field Officer, Field Services Branch, Division of State and Local Readiness, Office of Public Health Preparedness and Response, Centers for Disease Control and Prevention (CDC), Atlanta, GA, and with the Office of Emergency Preparedness and Response, New York City Department of Health and Mental Hygiene, New York, NY. Eugenie Poirot, PhD, is an Epidemic Intelligence Service Officer, Division of Scientific Education and Professional Development, CDC, Atlanta, and with the Division of Epidemiology, New York City Department of Health and Mental Hygiene. Afua Sanders Kim is Executive Director, IT Informatics, Information Technology, and Telecommunications; Aishwarya L. Viswanath, MPH, is Research Scientist, Bureau of Agency Preparedness and Response; and Sneha N. Patel, MSW, MPH, is Director of Evaluation, Bureau of Agency Preparedness and Response, Office of Emergency Preparedness and Response; all in the NYC Department of Health and Mental Hygiene, New York, NY. David M. Abramson, PhD, is Clinical Associate Professor, and Rachael Piltch-Loeb, MSPH, is a doctoral candidate; both in the College of Global Public Health, New York University, New York, NY
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