Abstract
Worldwide, guidelines have been developed that indicate the adoption of measures, which can guide and assist the population in times of pandemic. In this sense, several cities have incorporated the practice of health call centers with qualified specialists to provide correct information about the disease, creating remote channels to make calls such as telephones, video calls and applications that do not require the crowding of people at health units. The objective of the work was to describe the “Orienta+COVID” call center service installed in the Xingu-PA region, Brazil. The study was carried out in the Xingu region, Pará, Brazil. The reports of the attendants participating in the project were collected and the attendance registration report, which took place from May 25th to June 30th, 2020, was analyzed. A total of 1210 visits were made in the period analyzed through 60 attendants who took turns on duty. During tele orientation, health professionals collected patient data, their complaints and doubts to determine, through the classification of symptoms, what would be the guidelines to be passed. The call center performed by health professionals during the project was essential to answer patients' doubts as well as being able to better guide them on how to proceed in suspected or confirmed cases of the new coronavirus and thus contribute to reducing the demand for urgent and emergency services.
Highlights
The outbreak of a Severe Acute Respiratory Syndrome due to Coronavirus type 2 (SARS-CoV-2) was confined to the Chinese province, but spread quickly to several countries, causing a global pandemic, enacted in March 20202,3. Faced with this new world reality, several doubts started to arise among health professionals about how to proceed with health guidance and education at times like this, because it is a different scenario from the usual one, marked by the advance of the virus, and the difficulty observed in the population to adopt simple measures to prevent and combat the disease, such as wearing masks and hand hygiene[4]
A few months into the experience, a question arose: how was this service being carried out in the municipality? Given the above, the present study aimed to describe the work experience of the “Orienta + Covid-19” call center program, for the Xingu Paraense region
Through the study it was found that the project served 1,210 people in the period from May 25th to June 30th, 2020, with the participation of 60 attendants, who worked alternating on duty
Summary
The first diagnosed cases of the new Coronavirus disease (COVID-19) were observed in December 2019 in Hubei province (China), more precisely in a group of patients admitted with a diagnosis of pneumonia due to unknown etiology to hospitals in the city of Wuhan[1].Initially, the outbreak of a Severe Acute Respiratory Syndrome due to Coronavirus type 2 (SARS-CoV-2) was confined to the Chinese province, but spread quickly to several countries, causing a global pandemic, enacted in March 20202,3.Faced with this new world reality, several doubts started to arise among health professionals about how to proceed with health guidance and education at times like this, because it is a different scenario from the usual one, marked by the advance of the virus , and the difficulty observed in the population to adopt simple measures to prevent and combat the disease, such as wearing masks and hand hygiene[4].there was a need for decision making and the establishment of urgent strategies to, at least, reduce the impacts arising from this new disease, which has been producing high numbers of hospitalizations in Intensive Care Units (ICU) and worrying morbidity and mortality rates[5,6].Several strategies have been adopted globally, such as: social isolation, installation of field hospitals, application of serological tests to detect the presence of antibodies of the immunoglobulin class - IgA, IgM and IgG, adaptation of protocols, health education and support actions for city or country populations, with or without comorbidities and with or without social vulnerabilities, aiming to contain the increase in cases and the mortality rate[7].For this reason, health education and communication attitudes specific to this clash are uniquely linked to together reach the largest number of people. The outbreak of a Severe Acute Respiratory Syndrome due to Coronavirus type 2 (SARS-CoV-2) was confined to the Chinese province, but spread quickly to several countries, causing a global pandemic, enacted in March 20202,3 Faced with this new world reality, several doubts started to arise among health professionals about how to proceed with health guidance and education at times like this, because it is a different scenario from the usual one, marked by the advance of the virus , and the difficulty observed in the population to adopt simple measures to prevent and combat the disease, such as wearing masks and hand hygiene[4]. In addition to these, telemarketing and telemedicine strategies were adopted with specialists qualified to provide correct information about this disease[8]
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