Content Analysis of the Free COVID-19 Telephone Consultations Available during the First Wave of the Pandemic in Japan.

Kyoko Yoshioka-Maeda,Noriko Yamamoto-Mitani,Riho Iwasaki-Motegi,Yuka Sumikawa,Noriha Tanaka,Chikako Honda

doi:10.3390/healthcare9111593

Kyoko Yoshioka-Maeda, Noriko Yamamoto-Mitani + Show 4 more

Open Access

https://doi.org/10.3390/healthcare9111593

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Abstract

This cross-sectional study aimed to (1) describe the unclassified contents of telephone consultation services provided by a public health center during the first wave of COVID-19 in Japan and (2) examine whether the contents required assistance from public health nurses (PHNs). We analyzed a total of 207 calls in which the purpose of the call was unclassified into pre-set categories. PHNs transcribed the exact text of the consultation conversations recorded from 25 March to 20 April 2020 in City A. Approximately half of the calls were from residents. Seven categories were extracted through a qualitative content analysis. The most common topic was infection control measures, where the presence of COVID-19 infection was assumed (n = 62); the second most common was extreme anxiety and fear of infection (n = 50). Questions about the COVID-19 response system (n = 30), discrimination and misunderstandings about COVID-19 (n = 24), and response measures for COVID-19 outbreaks within organizations (n = 18) were also included. The unclassified consultations included various topics, several of which required the expertise of a PHN. Each local government should consider sharing and task-shifting telephone consultation services among PHNs and other staff to reduce their burden and allow them to concentrate on conducting infection control more effectively.

Highlights

In the context of the coronavirus disease 2019 (COVID-19) pandemic, which has already claimed more than 2 million lives, preventing the further spread of infection is critical to saving lives [1]
The telephone consultation service was initially intended for returnees from abroad or those suspected of coming into contact with COVID-19 patients who needed to be in isolation or who had a fever and respiratory symptoms to encourage them to contact public health centers (PHCs) to obtain the information they needed [16]
The results suggest that the first telephone consultation system could not handle all the types of general questions asked by residents regarding COVID-19, and the inadequacy of the system exacerbated the busyness of public health nurses (PHNs)

Summary

Introduction

In the context of the coronavirus disease 2019 (COVID-19) pandemic, which has already claimed more than 2 million lives, preventing the further spread of infection is critical to saving lives [1]. Many countries enacted strict lockdowns as infection control measures to reduce interaction and maintain social distancing [2,3]. In the United States of America, the total number of cumulative deaths out of 56,589,190 COVID-19 cases was 1,368,633, as of 4 April 2020 [4]. The total number of deaths in Japan was 84 on the same day from 3507 COVID-19 cases [5]. Due to fewer COVID-19 cases occurring in Japan than in other countries, the Japanese government did not mandate strict lockdowns and people voluntarily stayed at home to maintain social distancing. During the first wave of the COVID-19 pandemic, the first state of emergency nationwide [6] successfully decreased the rate of new COVID-19 cases occurring during April–May 2020

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