Telephone Triaje within the Framework of the Health Strategy during the COVID-19 Pandemic

Abstract

INTRODUCTION: In order to face the COVID-19 pandemic and organize the health attention demand, in Bahía Blanca, Argentina,was implemented a device based on information and communication technologies. A telephone triage system was created, directed to peoplewith symptoms compatible with COVID-19, to offer advice and relevant information about the disease. The present article aims to describe thisimplemented service, so that it can be reproduced since its application is simple and does not require great resources. METHODS: The telephoneoperators were trained to answer the phone calls received in the 147 phone number, complete a database in a specific software, and carry outa triage with the assistance of a health professional. The people who called – citizens with or without health coverage- were classified in order tothe case definition and its severity. Finally, the operator indicated the caller a conduct to follow. RESULTS: 2811 phone calls were received betweenthe 07/01/2020 and the 10/20/2020. 81,6% were classified as green, 9% as yellow and 1,3% as red. The device offered attention to 17,3% ofthe COVID-19 positive cases in Bahía Blanca and 9% of the laboratory confirmed cases. The operators diagnosed 38% of the city positive casesdefined by epidemiological or clinical criteria. This means that 605 patients were diagnosed and isolated, without the needing of going in personto a health institution. DISCUSSION: The telephone triage is a versatile and affordable device that contributed to the functioning and performanceof the health effectors in the context of COVID-19 pandemic.