Creating a Radiology Call Center Hotline and “HOT” Sites: Centralizing Radiology Questions and Cohorting Out-patient Care During the COVID-19 Pandemic

Abstract

Introduction Amidst COVID-19 crisis, confusion exists over current radiology operations due to influx of new data and new protocols. In order to decrease confusion and reduce imaging facility related COVID-19 transmissions, we created a dedicated radiology COVID-19 call center and dedicated out-patient COVID-19 imaging sites (referred to “HOT” sites). Materials and Methods We created a central radiology call center hotline, staffed by our radiology technologists, to answer all radiology questions related to COVID-19 and help with scheduling exams. All out-patient x-ray exams became mandatory to schedule through the call center so proper COVID-19 screening could occur. If positive for COVID-19 symptoms, they are sent to “HOT” sites. Various statistical analyses were performed. Results A total of 2548 calls were received over 7 weeks with linear increase in calls during this period (R 2 =0.17, p=0.003). Most common reasons for calling were related to scheduling (n=2336, 92%) and radiology operations (n=145, 6%). At our main “HOT” site, from a total of 371 separate patient encounters by date of study, 72 patient encounters (19%) were COVID-19 positive at time of exam. Discussion This project provides efficient and reassuring radiology operations during an emergency situation by providing a single reliable point of contact and a source of truth for all facets of radiology. In doing so, we facilitate high quality patient centered care while protecting the health of our patients and staff.

Covid-19 hotlines, helplines and call centers: a systematic review of characteristics, challenges and lessons learned

“…As Table 1 shows 18 Studies were undertaken in the Asia (India [ 36 – 43 ], China [ 30 , 44 – 47 ], Qatar [ 48 , 49 ], Bangladesh [ 50 ], Indonesia [ 51 ], Nepal [ 52 ]), 11 in the North America (United States [ 17 , 20 , 29 , 31 , 53 – 58 ], Dominican Republic [ 59 ]), 10 in the Europe (Austria [ 60 ], France [ 61 ], United Kingdom (UK) [ 62 , 63 ], Slovenia [ 64 ], German [ 65 ], Ireland [ 66 ], Poland [ 16 ], Serbia [ 67 ], Spain [ 68 ]), 3 in Africa (Tunisia [ 69 ], Egypt [ 70 ], Uganda [ 71 ]), and 1 in South America (Bolivia [ 22 ]). Among them, 11 studies were published in 2020, 11 in 2021, 9 in 2022, and 12 in 2023, and a summary of them is presented in Table 1 .…”

“…The vast majority (80%) of callers displayed anxiety and sleeplessness related to the lockdown. 19 Jang et al, 2021 [ 20 ] USA Reporting the experiences in creating the radiology call center and outpatient Covid-19 imaging sites during the Covid-19 healthcare crisis Quantitative Radiology Covid-19 call center/ Patients and health care providers March 2020 until now/ 7 days a week (7am-7pm) until May 31, with hours reduced to Monday to Saturday (8am-5pm weekdays and 8am-3pm Saturday) on June 1. Beginning August 22, Saturday hours were also removed.…”

“…According to the finding, most of the studies aimed to describe a Covid-19 hotline/helpline/call center [ 17 , 20 , 29 , 31 , 40 , 44 , 49 , 52 , 56 , 58 – 65 , 69 ], analyze the calls [ 16 , 20 , 22 , 29 , 30 , 37 – 43 , 45 – 47 , 49 – 52 , 54 , 55 , 57 – 68 , 71 ] and the demographic characteristics of the callers [ 16 , 22 , 29 , 30 , 37 , 38 , 40 , 41 , 43 , 45 , 46 , 48 – 50 , 54 , 58 – 60 , 65 , 68 , 70 ], examine the callers’ feedback on the hotline/helpline/call center [ 30 , 31 , 36 – 38 , 52 , 59 , 60 , 62 , 69 , 70 ], and assess hotline/helpline/call center volunteers’ experiences [ 53 , 66 , 71 ].…”

“…About half of the hotlines/helplines/call centers ( n = 22) [ 29 – 31 , 37 , 41 – 45 , 47 , 49 , 51 , 54 – 56 , 60 – 62 , 64 , 65 , 70 , 71 ] were active seven days a week. The access time for other hotlines/helplines/call centers were different and included six days a week [ 48 ], five days a week [ 16 , 58 , 63 , 66 , 68 ], working days and Saturday [ 67 ], Monday to Wednesday [ 59 ], (seven days a week, then Monday to Saturday, then Monday to Friday) [ 20 ] and the access time was not reported in 12 articles [ 17 , 22 , 36 , 38 – 40 , 46 , 50 , 52 , 53 , 57 , 69 ].…”

“…During the Covid-19 pandemic, the World Health Organization’s Regional Office for Europe developed guidelines for the establishment and management of Covid-19 hotlines and call centers [ 18 ]. Examples of the launched phone lines and call centers in different countries include the 1339 hotline in South Korea [ 19 ], a special hotline in China [ 5 ], Covid-19 call centers in the United States [ 20 ], Germany [ 21 ], Bolivia [ 22 ], the 937 call center in Saudi Arabia [ 23 ], and the 4030 call center in Iran [ 24 ]. The use of phone lines could reduce public anxiety during the pandemic and provided accurate information while answering people’s questions.…”