RT Journal Article
T1 [Use of customer relationship management to improve healthcare for citizens. The 24h Andalusian Health Service: Healthline].
T2 Uso de customer relationship management para mejorar la atención sanitaria de la ciudadanía. Servicio Salud Andalucía 24 horas. Salud Responde.
A1 Quero, Manuel
A1 Ramos, María Belén
A1 López, Wilfredo
A1 Cubillas, Juan José
A1 González, José María
A1 Castillo, José Luis
K1 Atención primaria
K1 Customer relationship management
K1 Optimización de recursos sanitarios
K1 Optimization of health resources
K1 Primary care
K1 Telemedicina
K1 Telemedicine
AB 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 SA24h, among other services. The main objective of SA24h is to inform and advise citizens on health issues and the available health resources of the AHS. SA24h 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. SA24h 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 24hours, thus avoiding unnecessary visits to health care facilities.
YR 2016
FD 2016-02-18
LK http://hdl.handle.net/10668/9853
UL http://hdl.handle.net/10668/9853
LA es
DS RISalud
RD Apr 17, 2025