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AHRQ Report Recommends Use of Existing Call Centers to Expand Communications in Public Health Emergencies
Date:10/25/2007

ase surveillance data; assist with sorting calls according to urgency and decision support for health concerns; assist with monitoring or contacting persons quarantined at home; help callers identify dispensed drugs, provide instructions on how to take them, and explain potential adverse reactions; and train health call center staff to identify callers who may benefit from referral to mental health care providers.

The appendices include a national planning scenario matrix that summarizes the 15 national planning scenarios developed by the U.S. Department of Homeland Security; an instructional document describing components of the HELP program, which is the operational platform of Denver Health's public health hotline; interactive response guidance for monitoring home-quarantined persons, identifying drugs and other needs; and information that call centers can use as part of a home management strategy for people with influenza.

Adapting Community Call Centers for Crisis Support: A Model for Home-based Care and Monitoring can be found online at http://www.ahrq.gov/prep/callcenters/. To order a printed copy, send an e- mail to ahrqpubs@ahrq.hhs.gov or call 1-800-358-9295.

AHRQ has funded more than 60 emergency preparedness-related studies, workshops, and conferences to help hospitals and health care systems prepare for public health emergencies. More information about these projects can be found online at http://www.ahrq.gov/prep/.


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SOURCE Agency for Healthcare Research and Quality
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