Resumo

QUERO, Manuel et al. Use of customer relationship management to improve healthcare for citizens: the 24h Andalusian Health Service: Healthline. Gac Sanit [online]. 2016, vol.30, n.5, pp.397-400. ISSN 0213-9111.  https://dx.doi.org/10.1016/j.gaceta.2016.01.001.

Salud Responde (in English: Healthline) is a Health Service and Information Centre of the taxpayer-funded Andalusian Health System (AHS) that offers a Telephone Health Advisory Service called SA24 h, among other services. The main objective of SA24 h is to inform and advise citizens on health issues and the available health resources of the AHS. SA24 h has a Customer Relationship Management information technology tool that organises information at various levels of specialization. Depending on the difficulty of the query, the citizen is attended by professionals with distinct profiles, providing a consensual response within the professionals working within Salud Responde or within other healthcare levels of the AHS. SA24 h provided responses to 757,168 patient queries from late 2008 to the end of 01/12/2015. A total of 9.38% of the consultations were resolved by the non-health professionals working at Salud Responde. The remaining 84.07% were resolved by health staff. A total of 6.5% of users were referred to accident and emergency facilities while 88.77% did not need to attend their general practitioner within the next 24 hours, thus avoiding unnecessary visits to health care facilities.

Palavras-chave : Customer relationship management; Telemedicine; Primary care; Optimization of health resources.

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