High call volume at poison control centers: identification and implications for communication.
High call volume at poison control centers: identification and implications for communication.
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DOI：
10.3109/15563650.2012.713968
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发表时间：
2012-09
期刊：
影响因子：
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通讯作者：
Ellington L
中科院分区：
文献类型：
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作者：
Caravati EM;Latimer S;Reblin M;Bennett HK;Cummins MR;Crouch BI;Ellington L
卫生保健的大量激增是不常见和不可预测的事件。它们对卫生系统绩效和能力的影响很难研究。确定在中毒控制中心表现出非常繁忙状况的时间段，并确定在高呼叫量期间的病例和通信是否与低呼叫量期间的病例不同。通过呼叫记录仪和电子病例数据库（Toxicall®）收集了连续12个月来自美国中毒控制中心的呼叫数据。高通话量条件下评估的变量有：(1)通话时长；（二）案件数；(3)每名工作人员每30分钟的通话次数。统计分析表明，高峰时段比99%的其他30分钟时段更繁忙，而低流量时段比70%的其他30分钟时段更慢。使用逻辑回归比较了高音量和低音量呼叫的案例和通信特征。在过去的12个月里，共有65,364个来电。在30分钟内确定了100个高呼叫量和4885个低呼叫量。高峰时段在1500至2300小时之间以及冬季月份更为常见。对42个高音量电话和296个低音量电话的编码口头通信数据进行了评估。在高音量和低音量期间，这些呼叫的平均（标准偏差）呼叫时长分别为3分27秒（1分46秒）和3分57秒（2分11秒）。回归分析显示，在高峰期间，总的口头陈述和工作人员问题都有减少的趋势，但在工作人员打电话的沟通行为方面没有发现其他显著差异。中毒中心呼叫量的峰值活动可以通过统计建模来识别。高音量期间的通话与低音量期间的通话相似。沟通更加简洁，但工作人员能够在电话繁忙期间与来电者保持良好的关系。这种方法允许在高音量期间评估毒物暴露呼叫特征和通信。
High volume surges in health care are uncommon and unpredictable events. Their impact on health system performance and capacity is difficult to study. To identify time periods that exhibited very busy conditions at a poison control center and to determine whether cases and communication during high volume call periods are different from cases during low volume periods. Call data from a US poison control center over twelve consecutive months was collected via a call logger and an electronic case database (Toxicall®). Variables evaluated for high call volume conditions were: (1) call duration; (2) number of cases; and (3) number of calls per staff member per 30 minute period. Statistical analyses identified peak periods as busier than 99% of all other 30 minute time periods and low volume periods as slower than 70% of all other 30 minute periods. Case and communication characteristics of high volume and low volume calls were compared using logistic regression. A total of 65,364 incoming calls occurred over 12 months. One hundred high call volume and 4885 low call volume 30 minute periods were identified. High volume periods were more common between 1500 and 2300 hours and during the winter months. Coded verbal communication data were evaluated for 42 high volume and 296 low volume calls. The mean (standard deviation) call length of these calls during high volume and low volume periods was 3 minutes 27 seconds (1 minute 46 seconds) and 3 minutes 57 seconds (2 minutes 11 seconds), respectively. Regression analyses revealed a trend for fewer overall verbal statements and fewer staff questions during peak periods, but no other significant differences for staff-caller communication behaviors were found. Peak activity for poison center call volume can be identified by statistical modeling. Calls during high volume periods were similar to low volume calls. Communication was more concise yet staff was able to maintain a good rapport with callers during busy call periods. This approach allows evaluation of poison exposure call characteristics and communication during high volume periods.