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Koonin LM, Sliger K, Kerr J, Bullen-Austin L, Graeden E, Farris K, Ionta C, Krause D, Patel A. CDC's Flu on Call Simulation: Testing a National Helpline for Use During an Influenza Pandemic. Health Secur 2021; 18:392-402. [PMID: 33107763 DOI: 10.1089/hs.2019.0152] [Citation(s) in RCA: 2] [Impact Index Per Article: 0.7] [Reference Citation Analysis] [Abstract] [Key Words] [Track Full Text] [Journal Information] [Subscribe] [Scholar Register] [Indexed: 11/12/2022] Open
Abstract
During an influenza pandemic, healthcare facilities are likely to be filled to capacity, leading to delays in seeing a provider and obtaining treatment. Flu on Call is a collaborative effort between the US Centers for Disease Control and Prevention and partners to develop a toll-free telephone helpline to reduce the burden on healthcare facilities and improve access to antivirals for people who are ill during an influenza pandemic. This study tested the feasibility of Flu on Call during a 1-day simulation using a severe pandemic scenario. Trained volunteer actors placed calls to the helpline using prepared scripts that were precoded for an expected outcome ("disposition") of the call. Scripts represented callers who were ill, those calling for someone else who was ill, and callers who were only seeking information. Information specialists and medical professionals managed the calls. Results demonstrated that Flu on Call may effectively assist callers during a pandemic, increase access to antiviral prescriptions, and direct patients to the appropriate level of care. Overall, 84% of calls exactly matched the expected call disposition; few calls (2%) were undermanaged (eg, the caller was ill but not transferred to a medical professional or received advice from the medical professional that was less intensive than what was warranted). Callers indicated a high level of satisfaction (83% reported their needs were met). Because of the high volume of calls that may be received during a severe pandemic, the Flu on Call platform should evolve to include additional triage channels (eg, through internet, chat, and/or text access).
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Affiliation(s)
- Lisa M Koonin
- Lisa M. Koonin, DrPH, MN, MPH, was Deputy Director at the time this study was conducted; and Anita Patel, PharmD, MS, is Senior Advisor, Pandemic Medical Care and Countermeasures Lead; both in the Influenza Coordination Unit, National Center for Immunization and Respiratory Diseases, US Centers for Disease Control and Prevention, Atlanta, GA. Kellye Sliger, MPH, is an Epidemiologist; Kevin Farris, MAEd, is Health Communication, Preparedness, and Training Manager; and Diane Krause, MS-MPH is a Health Education Specialist; all at Oak Ridge Associated Universities, Oak Ridge, TN. Justin Kerr, PhD, is Head of Research; and Ellie Graeden, PhD, is Chief Executive Officer; both at Talus Analytics, Boulder, CO. Lisa Bullen-Austin is Senior Vice President, Vigilant Watch Integration Inc, Stafford, VA. Christopher Ionta is Senior Business Process Analyst with SRA International/CSRA, Inc., Atlanta, GA
| | - Kellye Sliger
- Lisa M. Koonin, DrPH, MN, MPH, was Deputy Director at the time this study was conducted; and Anita Patel, PharmD, MS, is Senior Advisor, Pandemic Medical Care and Countermeasures Lead; both in the Influenza Coordination Unit, National Center for Immunization and Respiratory Diseases, US Centers for Disease Control and Prevention, Atlanta, GA. Kellye Sliger, MPH, is an Epidemiologist; Kevin Farris, MAEd, is Health Communication, Preparedness, and Training Manager; and Diane Krause, MS-MPH is a Health Education Specialist; all at Oak Ridge Associated Universities, Oak Ridge, TN. Justin Kerr, PhD, is Head of Research; and Ellie Graeden, PhD, is Chief Executive Officer; both at Talus Analytics, Boulder, CO. Lisa Bullen-Austin is Senior Vice President, Vigilant Watch Integration Inc, Stafford, VA. Christopher Ionta is Senior Business Process Analyst with SRA International/CSRA, Inc., Atlanta, GA
| | - Justin Kerr
- Lisa M. Koonin, DrPH, MN, MPH, was Deputy Director at the time this study was conducted; and Anita Patel, PharmD, MS, is Senior Advisor, Pandemic Medical Care and Countermeasures Lead; both in the Influenza Coordination Unit, National Center for Immunization and Respiratory Diseases, US Centers for Disease Control and Prevention, Atlanta, GA. Kellye Sliger, MPH, is an Epidemiologist; Kevin Farris, MAEd, is Health Communication, Preparedness, and Training Manager; and Diane Krause, MS-MPH is a Health Education Specialist; all at Oak Ridge Associated Universities, Oak Ridge, TN. Justin Kerr, PhD, is Head of Research; and Ellie Graeden, PhD, is Chief Executive Officer; both at Talus Analytics, Boulder, CO. Lisa Bullen-Austin is Senior Vice President, Vigilant Watch Integration Inc, Stafford, VA. Christopher Ionta is Senior Business Process Analyst with SRA International/CSRA, Inc., Atlanta, GA
| | - Lisa Bullen-Austin
- Lisa M. Koonin, DrPH, MN, MPH, was Deputy Director at the time this study was conducted; and Anita Patel, PharmD, MS, is Senior Advisor, Pandemic Medical Care and Countermeasures Lead; both in the Influenza Coordination Unit, National Center for Immunization and Respiratory Diseases, US Centers for Disease Control and Prevention, Atlanta, GA. Kellye Sliger, MPH, is an Epidemiologist; Kevin Farris, MAEd, is Health Communication, Preparedness, and Training Manager; and Diane Krause, MS-MPH is a Health Education Specialist; all at Oak Ridge Associated Universities, Oak Ridge, TN. Justin Kerr, PhD, is Head of Research; and Ellie Graeden, PhD, is Chief Executive Officer; both at Talus Analytics, Boulder, CO. Lisa Bullen-Austin is Senior Vice President, Vigilant Watch Integration Inc, Stafford, VA. Christopher Ionta is Senior Business Process Analyst with SRA International/CSRA, Inc., Atlanta, GA
| | - Ellie Graeden
- Lisa M. Koonin, DrPH, MN, MPH, was Deputy Director at the time this study was conducted; and Anita Patel, PharmD, MS, is Senior Advisor, Pandemic Medical Care and Countermeasures Lead; both in the Influenza Coordination Unit, National Center for Immunization and Respiratory Diseases, US Centers for Disease Control and Prevention, Atlanta, GA. Kellye Sliger, MPH, is an Epidemiologist; Kevin Farris, MAEd, is Health Communication, Preparedness, and Training Manager; and Diane Krause, MS-MPH is a Health Education Specialist; all at Oak Ridge Associated Universities, Oak Ridge, TN. Justin Kerr, PhD, is Head of Research; and Ellie Graeden, PhD, is Chief Executive Officer; both at Talus Analytics, Boulder, CO. Lisa Bullen-Austin is Senior Vice President, Vigilant Watch Integration Inc, Stafford, VA. Christopher Ionta is Senior Business Process Analyst with SRA International/CSRA, Inc., Atlanta, GA
| | - Kevin Farris
- Lisa M. Koonin, DrPH, MN, MPH, was Deputy Director at the time this study was conducted; and Anita Patel, PharmD, MS, is Senior Advisor, Pandemic Medical Care and Countermeasures Lead; both in the Influenza Coordination Unit, National Center for Immunization and Respiratory Diseases, US Centers for Disease Control and Prevention, Atlanta, GA. Kellye Sliger, MPH, is an Epidemiologist; Kevin Farris, MAEd, is Health Communication, Preparedness, and Training Manager; and Diane Krause, MS-MPH is a Health Education Specialist; all at Oak Ridge Associated Universities, Oak Ridge, TN. Justin Kerr, PhD, is Head of Research; and Ellie Graeden, PhD, is Chief Executive Officer; both at Talus Analytics, Boulder, CO. Lisa Bullen-Austin is Senior Vice President, Vigilant Watch Integration Inc, Stafford, VA. Christopher Ionta is Senior Business Process Analyst with SRA International/CSRA, Inc., Atlanta, GA
| | - Christopher Ionta
- Lisa M. Koonin, DrPH, MN, MPH, was Deputy Director at the time this study was conducted; and Anita Patel, PharmD, MS, is Senior Advisor, Pandemic Medical Care and Countermeasures Lead; both in the Influenza Coordination Unit, National Center for Immunization and Respiratory Diseases, US Centers for Disease Control and Prevention, Atlanta, GA. Kellye Sliger, MPH, is an Epidemiologist; Kevin Farris, MAEd, is Health Communication, Preparedness, and Training Manager; and Diane Krause, MS-MPH is a Health Education Specialist; all at Oak Ridge Associated Universities, Oak Ridge, TN. Justin Kerr, PhD, is Head of Research; and Ellie Graeden, PhD, is Chief Executive Officer; both at Talus Analytics, Boulder, CO. Lisa Bullen-Austin is Senior Vice President, Vigilant Watch Integration Inc, Stafford, VA. Christopher Ionta is Senior Business Process Analyst with SRA International/CSRA, Inc., Atlanta, GA
| | - Diane Krause
- Lisa M. Koonin, DrPH, MN, MPH, was Deputy Director at the time this study was conducted; and Anita Patel, PharmD, MS, is Senior Advisor, Pandemic Medical Care and Countermeasures Lead; both in the Influenza Coordination Unit, National Center for Immunization and Respiratory Diseases, US Centers for Disease Control and Prevention, Atlanta, GA. Kellye Sliger, MPH, is an Epidemiologist; Kevin Farris, MAEd, is Health Communication, Preparedness, and Training Manager; and Diane Krause, MS-MPH is a Health Education Specialist; all at Oak Ridge Associated Universities, Oak Ridge, TN. Justin Kerr, PhD, is Head of Research; and Ellie Graeden, PhD, is Chief Executive Officer; both at Talus Analytics, Boulder, CO. Lisa Bullen-Austin is Senior Vice President, Vigilant Watch Integration Inc, Stafford, VA. Christopher Ionta is Senior Business Process Analyst with SRA International/CSRA, Inc., Atlanta, GA
| | - Anita Patel
- Lisa M. Koonin, DrPH, MN, MPH, was Deputy Director at the time this study was conducted; and Anita Patel, PharmD, MS, is Senior Advisor, Pandemic Medical Care and Countermeasures Lead; both in the Influenza Coordination Unit, National Center for Immunization and Respiratory Diseases, US Centers for Disease Control and Prevention, Atlanta, GA. Kellye Sliger, MPH, is an Epidemiologist; Kevin Farris, MAEd, is Health Communication, Preparedness, and Training Manager; and Diane Krause, MS-MPH is a Health Education Specialist; all at Oak Ridge Associated Universities, Oak Ridge, TN. Justin Kerr, PhD, is Head of Research; and Ellie Graeden, PhD, is Chief Executive Officer; both at Talus Analytics, Boulder, CO. Lisa Bullen-Austin is Senior Vice President, Vigilant Watch Integration Inc, Stafford, VA. Christopher Ionta is Senior Business Process Analyst with SRA International/CSRA, Inc., Atlanta, GA
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Patel A, Lee L, Pillai SK, Valderrama AL, Delaney LJ, Radonovich L. Approach to Prioritizing Respiratory Protection When Demand Exceeds Supplies During an Influenza Pandemic: A Call to Action. Health Secur 2019; 17:152-155. [PMID: 31009256 DOI: 10.1089/hs.2019.0027] [Citation(s) in RCA: 8] [Impact Index Per Article: 1.6] [Reference Citation Analysis] [Track Full Text] [Journal Information] [Subscribe] [Scholar Register] [Indexed: 01/19/2023] Open
Affiliation(s)
- Anita Patel
- Anita Patel, PharmD, MS, is Senior Advisor, Medical Care and Countermeasures Lead, Influenza Coordination Unit; and Leslie Lee, MPH, is a Public Health Advisor, General Dynamics Information Technology, contracted to the Influenza Coordination Unit; both in the National Center for Immunization and Respiratory Diseases, Centers for Disease Control and Prevention (CDC), Atlanta, GA. Satish K. Pillai, MD, MPH, is Deputy Director, Division of Preparedness and Emerging Infectious Disease; and Amy L. Valderrama, PhD, RN, is a Nurse Epidemiologist, Division of Healthcare Quality Promotion; both in the National Center for Emerging and Zoonotic Infections Diseases, CDC, Atlanta, GA. Lisa J. Delaney, MS, is Associate Director for Emergency Preparedness and Response, National Institute for Occupational Safety and Health (NIOSH), CDC, Atlanta, GA. Lewis Radonovich, MD, is Chief of Research, National Personal Protective Technology Laboratory, NIOSH, CDC, Pittsburgh, PA. The findings and conclusions in this article are those of the authors and do not necessarily represent the official position of the Centers for Disease Control and Prevention. The authors have no conflicts of interest
| | - Leslie Lee
- Anita Patel, PharmD, MS, is Senior Advisor, Medical Care and Countermeasures Lead, Influenza Coordination Unit; and Leslie Lee, MPH, is a Public Health Advisor, General Dynamics Information Technology, contracted to the Influenza Coordination Unit; both in the National Center for Immunization and Respiratory Diseases, Centers for Disease Control and Prevention (CDC), Atlanta, GA. Satish K. Pillai, MD, MPH, is Deputy Director, Division of Preparedness and Emerging Infectious Disease; and Amy L. Valderrama, PhD, RN, is a Nurse Epidemiologist, Division of Healthcare Quality Promotion; both in the National Center for Emerging and Zoonotic Infections Diseases, CDC, Atlanta, GA. Lisa J. Delaney, MS, is Associate Director for Emergency Preparedness and Response, National Institute for Occupational Safety and Health (NIOSH), CDC, Atlanta, GA. Lewis Radonovich, MD, is Chief of Research, National Personal Protective Technology Laboratory, NIOSH, CDC, Pittsburgh, PA. The findings and conclusions in this article are those of the authors and do not necessarily represent the official position of the Centers for Disease Control and Prevention. The authors have no conflicts of interest
| | - Satish K Pillai
- Anita Patel, PharmD, MS, is Senior Advisor, Medical Care and Countermeasures Lead, Influenza Coordination Unit; and Leslie Lee, MPH, is a Public Health Advisor, General Dynamics Information Technology, contracted to the Influenza Coordination Unit; both in the National Center for Immunization and Respiratory Diseases, Centers for Disease Control and Prevention (CDC), Atlanta, GA. Satish K. Pillai, MD, MPH, is Deputy Director, Division of Preparedness and Emerging Infectious Disease; and Amy L. Valderrama, PhD, RN, is a Nurse Epidemiologist, Division of Healthcare Quality Promotion; both in the National Center for Emerging and Zoonotic Infections Diseases, CDC, Atlanta, GA. Lisa J. Delaney, MS, is Associate Director for Emergency Preparedness and Response, National Institute for Occupational Safety and Health (NIOSH), CDC, Atlanta, GA. Lewis Radonovich, MD, is Chief of Research, National Personal Protective Technology Laboratory, NIOSH, CDC, Pittsburgh, PA. The findings and conclusions in this article are those of the authors and do not necessarily represent the official position of the Centers for Disease Control and Prevention. The authors have no conflicts of interest
| | - Amy L Valderrama
- Anita Patel, PharmD, MS, is Senior Advisor, Medical Care and Countermeasures Lead, Influenza Coordination Unit; and Leslie Lee, MPH, is a Public Health Advisor, General Dynamics Information Technology, contracted to the Influenza Coordination Unit; both in the National Center for Immunization and Respiratory Diseases, Centers for Disease Control and Prevention (CDC), Atlanta, GA. Satish K. Pillai, MD, MPH, is Deputy Director, Division of Preparedness and Emerging Infectious Disease; and Amy L. Valderrama, PhD, RN, is a Nurse Epidemiologist, Division of Healthcare Quality Promotion; both in the National Center for Emerging and Zoonotic Infections Diseases, CDC, Atlanta, GA. Lisa J. Delaney, MS, is Associate Director for Emergency Preparedness and Response, National Institute for Occupational Safety and Health (NIOSH), CDC, Atlanta, GA. Lewis Radonovich, MD, is Chief of Research, National Personal Protective Technology Laboratory, NIOSH, CDC, Pittsburgh, PA. The findings and conclusions in this article are those of the authors and do not necessarily represent the official position of the Centers for Disease Control and Prevention. The authors have no conflicts of interest
| | - Lisa J Delaney
- Anita Patel, PharmD, MS, is Senior Advisor, Medical Care and Countermeasures Lead, Influenza Coordination Unit; and Leslie Lee, MPH, is a Public Health Advisor, General Dynamics Information Technology, contracted to the Influenza Coordination Unit; both in the National Center for Immunization and Respiratory Diseases, Centers for Disease Control and Prevention (CDC), Atlanta, GA. Satish K. Pillai, MD, MPH, is Deputy Director, Division of Preparedness and Emerging Infectious Disease; and Amy L. Valderrama, PhD, RN, is a Nurse Epidemiologist, Division of Healthcare Quality Promotion; both in the National Center for Emerging and Zoonotic Infections Diseases, CDC, Atlanta, GA. Lisa J. Delaney, MS, is Associate Director for Emergency Preparedness and Response, National Institute for Occupational Safety and Health (NIOSH), CDC, Atlanta, GA. Lewis Radonovich, MD, is Chief of Research, National Personal Protective Technology Laboratory, NIOSH, CDC, Pittsburgh, PA. The findings and conclusions in this article are those of the authors and do not necessarily represent the official position of the Centers for Disease Control and Prevention. The authors have no conflicts of interest
| | - Lewis Radonovich
- Anita Patel, PharmD, MS, is Senior Advisor, Medical Care and Countermeasures Lead, Influenza Coordination Unit; and Leslie Lee, MPH, is a Public Health Advisor, General Dynamics Information Technology, contracted to the Influenza Coordination Unit; both in the National Center for Immunization and Respiratory Diseases, Centers for Disease Control and Prevention (CDC), Atlanta, GA. Satish K. Pillai, MD, MPH, is Deputy Director, Division of Preparedness and Emerging Infectious Disease; and Amy L. Valderrama, PhD, RN, is a Nurse Epidemiologist, Division of Healthcare Quality Promotion; both in the National Center for Emerging and Zoonotic Infections Diseases, CDC, Atlanta, GA. Lisa J. Delaney, MS, is Associate Director for Emergency Preparedness and Response, National Institute for Occupational Safety and Health (NIOSH), CDC, Atlanta, GA. Lewis Radonovich, MD, is Chief of Research, National Personal Protective Technology Laboratory, NIOSH, CDC, Pittsburgh, PA. The findings and conclusions in this article are those of the authors and do not necessarily represent the official position of the Centers for Disease Control and Prevention. The authors have no conflicts of interest
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