SironaHealth's Medical Call Center Blog

Earlier this year, media reports of the growing H1N1 pandemic quickly caused consumers to flood Emergency Departments, increasing the risk that more people would become sick. With this year's flu season quickly approaching--and the promise of more H1N1 ER visits--it's imperative that you have a nurse advice line service in place that will inform your members on how to prevent the flu, where they can get flu shots, and what to do if they do become sick.

If you already have a telephone triage service in place, your next step is to make sure your service is prepared to handle the increased call volume from a future H1N1 outbreak.

Make sure your nurse triage service:

1. Has adequate staff to handle significant spikes in call volume without exponentially increasing caller wait times. 
   
   
2. Has updated their clinical guidelines to include H1N1 specific protocols and health
   information-ensuring their RNs will provide accurate health information.
   
   
3. Has developed an internal Pandemic Response Plan to ensure their services remain operational at all times. This should be ready to launch at a moment's notice.

The Centers for Disease Control and Prevention also provides recommendations on managing calls and call centers during large-scale influenza outbreaks.

The best way to reduce non-urgent use of ERs this flu season is to educate consumers on their healthcare options. But in order to be successful, you need to start preparing now.