The efficiency and value of S24 was put to the test during the influenza pandemic of 2009 - and the service rose to the challenge. During the year covering this period, more than 1 600 000 calls were handled by a significant 1 000 health professionals at call centres in Lisbon, Porto and Coimbra who were exclusively dedicated to flu triage and referral. Research was conducted with users of the service to ask about their experience. According to the research, 98 % of users were satisfied with the service, while a further 98 % would recommend it to others. Currently, the S24 services that are provided both in Lisbon and Porto mobilise more than 500 health professionals.
The year 2010 brought additional challenges as the Portuguese population demanded more from the service. In addition a new customer oriented strategy meant a new focus on efficiency and effectiveness. From 1 January to 31 August 2010, S24 handled an average of almost 1 800 calls per day.
S24 can now offer direct access to healthcare advice to a significant number of the population who previously had limited access to it. Patients benefit from quick reassurance of their condition and advice on the best course of action to take. Being a user of S24 also guarantees immediate access to the level of care required in an emergency situation.
S24 has consistently gained the trust of the population. Set up in April 2007 and officially launched in May 2007, S24 reached in its first eight months of operation almost 1 200 calls daily. The figure rose to an average of nearly 1 400 per day in 2008, the year of its first public recognition since it won two prizes: one prize from an accounting and consulting firm, and the National Institute of Administration prize for 'Best Practice in the Public Sector'. In addition, the service has obtained a Quality Certification. The year 2010 brought new public acknowledgment as a telecommunications company and a management consulting, technology services and outsourcing firm recognised the key role of S24 during the pandemic of 2009 with a prize.
The implementation of S24 implied complex project with multi-dependency on different suppliers. This was overcome by close communication between all parties, resolving issues before these had a chance to escalate. A private company was formed to implement and operate the health helpline, responsible for ensuring that the development of the service met the requirements set out by the Portuguese Health Ministry. In order to maximise self-dependence within S24, a Clinical Solutions 'train the trainer' cascade process was also put into operation - enabling staff to provide self-support to their teams. Moreover, specialist or localised content can be adapted to suit the needs of the Portuguese Public Health System.
The top five most common ailments or symptoms registered by S24 are abdominal pain, nausea, coughing, a headache or a sore throat. The most frequent outcomes for a patient calling S24 are self care, which accounts for almost 32 % of all clinical dispositions, an immediate doctor's appointment (12 hours) in approximately 20 % of the cases, while 16 % of the users are referred to hospital.
Further information:
---
Quelle/Source: epractice, 03.11.2010
Bitte besuchen Sie/Please visit:
