Abstract
Issue / Problem
The COVID Helpline-111 unlike other traditional helplines was developed with the scope of having functions not limited solely to the provision of information responding to customer queries in a timely and accurate way but also with the scope of combatting the resulting infodemic. It also provided a myriad of services ranging from the booking of swab test appointments, assistance in retrieving swab test results, , co-ordination of communication between these various teams, collection of data relevant to the planning of services such as swab testing and several logistic matters related to the pandemic. Most importantly, it also provided a holistic helpline service involved the monitoring of calls in order to always improve the service given and also inform policy.
Methods
The trends in the number of calls answered by the Helpline during the 18-month period (March 2020 to September 2021) were monitored. The trends in booking of swab tests were analysed considering different factors and information such as whether the callers were symptomatic or asymptomatic persons, and the total number of PCRs and RATs done. Data on calls was compared to the number of cases and any correlations to major events such as updates of COVID measures and events `were noted.
Results
The main reasons for phoning were requests for swab tests and the rest of calls involved queries from the public and communications related to the different public health COVID teams. Trends showed that the number of calls paralleled the number of cases and also increased when new policies were introduced. The nature of callers e.g. asymptomatic vs symptomatic callers also changed according to the number of cases but also in relation to changes such as those in travel policies. Beyond the trends and the numbers, a major role of the Helpline was that of communication with the public. On some occasions members of the public referred to 111 as the first point of call during situations of distress and of social problems which were linked to COVID.
Lessons Learnt
A structured helpline is an essential part of the response to the pandemic. Public Health Helplines can be used to communicate with the public, monitor the situation and obtain information and feedback necessary to inform the formulation and implementation of policies and measures.
The COVID Helpline-111 unlike other traditional helplines was developed with the scope of having functions not limited solely to the provision of information responding to customer queries in a timely and accurate way but also with the scope of combatting the resulting infodemic. It also provided a myriad of services ranging from the booking of swab test appointments, assistance in retrieving swab test results, , co-ordination of communication between these various teams, collection of data relevant to the planning of services such as swab testing and several logistic matters related to the pandemic. Most importantly, it also provided a holistic helpline service involved the monitoring of calls in order to always improve the service given and also inform policy.
Methods
The trends in the number of calls answered by the Helpline during the 18-month period (March 2020 to September 2021) were monitored. The trends in booking of swab tests were analysed considering different factors and information such as whether the callers were symptomatic or asymptomatic persons, and the total number of PCRs and RATs done. Data on calls was compared to the number of cases and any correlations to major events such as updates of COVID measures and events `were noted.
Results
The main reasons for phoning were requests for swab tests and the rest of calls involved queries from the public and communications related to the different public health COVID teams. Trends showed that the number of calls paralleled the number of cases and also increased when new policies were introduced. The nature of callers e.g. asymptomatic vs symptomatic callers also changed according to the number of cases but also in relation to changes such as those in travel policies. Beyond the trends and the numbers, a major role of the Helpline was that of communication with the public. On some occasions members of the public referred to 111 as the first point of call during situations of distress and of social problems which were linked to COVID.
Lessons Learnt
A structured helpline is an essential part of the response to the pandemic. Public Health Helplines can be used to communicate with the public, monitor the situation and obtain information and feedback necessary to inform the formulation and implementation of policies and measures.
| Original language | English |
|---|---|
| Publication status | Published - 27 Nov 2021 |
| Event | COVID Symposium 2021: COVID-19: Life Changer - Impacts, Challenges, Well-being, Way-forward - University of Malta Valletta Campus, Valletta, Malta Duration: 26 Nov 2021 → 27 Nov 2021 |
Conference
| Conference | COVID Symposium 2021 |
|---|---|
| Country/Territory | Malta |
| City | Valletta |
| Period | 26/11/21 → 27/11/21 |
Keywords
- COVID-19
- helplines
- public health services