Covid-19 Information Center as an action to face the new coronavirus: Experience report

Abstract

Objective: To report the experience in the performance of health students as attendants in an information center for guidance and monitoring of the population regarding Coronavirus disease (Covid-19) in Curitiba/PR.

Material and Methods: This is a descriptive study, type of experience report, referring to the period from April to July 2020.

Results: The challenges of implementing the information center are highlighted, especially about training and the need for constant review of protocols and service flows. The use of an electronic system enabled agility in the call center and higher quality of the information obtained and of the guidance provided to population. The importance of qualified listening was observed, which was able to identify situations that went beyond the pre-established protocols. The direct support and guidance of health professionals to students were essential for solving these cases and for the proper referral and/or monitoring of patients with suspected or confirmed Covid-19.

Conclusion: The experience of the attendants in an information center for guidance and monitoring of the population regarding Covid-19 allowed to identify the challenges and difficulties, which made it possible to propose solutions to increase service quality, and improve the attention to population.