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Brief ReportBrief Report

Launching a Statewide COVID-19 Primary Care Hotline and Telemedicine Service

Anthony Cheng, Heather Angier, Nathalie Huguet, Deborah J. Cohen, Kellen Strickland, Emily Barclay, Eric Herman, Craig McDougall, Frances E. Biagioli, Kam Pierce, Carliana Straub, Bennett Straub and Jennifer DeVoe
The Journal of the American Board of Family Medicine February 2021, 34 (Supplement) S170-S178; DOI: https://doi.org/10.3122/jabfm.2021.S1.200178
Anthony Cheng
From the Oregon Health & Science University, Portland, OR (AC, HA, NH, KS, EB, EH, CM, FB, KP, DJC, JD); unaffiliated (CS, BS).
MD
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Heather Angier
From the Oregon Health & Science University, Portland, OR (AC, HA, NH, KS, EB, EH, CM, FB, KP, DJC, JD); unaffiliated (CS, BS).
PhD, MPH
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Nathalie Huguet
From the Oregon Health & Science University, Portland, OR (AC, HA, NH, KS, EB, EH, CM, FB, KP, DJC, JD); unaffiliated (CS, BS).
PhD
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Deborah J. Cohen
From the Oregon Health & Science University, Portland, OR (AC, HA, NH, KS, EB, EH, CM, FB, KP, DJC, JD); unaffiliated (CS, BS).
PhD
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Kellen Strickland
From the Oregon Health & Science University, Portland, OR (AC, HA, NH, KS, EB, EH, CM, FB, KP, DJC, JD); unaffiliated (CS, BS).
BSN
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Emily Barclay
From the Oregon Health & Science University, Portland, OR (AC, HA, NH, KS, EB, EH, CM, FB, KP, DJC, JD); unaffiliated (CS, BS).
MS
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Eric Herman
From the Oregon Health & Science University, Portland, OR (AC, HA, NH, KS, EB, EH, CM, FB, KP, DJC, JD); unaffiliated (CS, BS).
MD
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Craig McDougall
From the Oregon Health & Science University, Portland, OR (AC, HA, NH, KS, EB, EH, CM, FB, KP, DJC, JD); unaffiliated (CS, BS).
MD
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Frances E. Biagioli
From the Oregon Health & Science University, Portland, OR (AC, HA, NH, KS, EB, EH, CM, FB, KP, DJC, JD); unaffiliated (CS, BS).
MD
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Kam Pierce
From the Oregon Health & Science University, Portland, OR (AC, HA, NH, KS, EB, EH, CM, FB, KP, DJC, JD); unaffiliated (CS, BS).
MPA
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Carliana Straub
From the Oregon Health & Science University, Portland, OR (AC, HA, NH, KS, EB, EH, CM, FB, KP, DJC, JD); unaffiliated (CS, BS).
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Bennett Straub
From the Oregon Health & Science University, Portland, OR (AC, HA, NH, KS, EB, EH, CM, FB, KP, DJC, JD); unaffiliated (CS, BS).
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Jennifer DeVoe
From the Oregon Health & Science University, Portland, OR (AC, HA, NH, KS, EB, EH, CM, FB, KP, DJC, JD); unaffiliated (CS, BS).
MD, DPhil
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Abstract

To respond to the COVID-19 pandemic and recover from its aftermath, primary care teams will face waves of overwhelming demand for information and the need to significantly transform care delivery.

Innovation: Oregon Health & Science University’s primary care team envisioned and implemented the COVID-19 Connected Care Center, a statewide telephone “hotline” service.

Results: The hotline has taken more than 5825 calls from patients in 33 of Oregon’s 36 counties in less than 3 months. In preliminary survey data, 86% of patients said their questions were answered during the call, 90% would recommend this service, and 70% reported a reduction in stress levels about coronavirus. In qualitative interviews, patients reported their questions answered, short wait times, nurses spent time as needed, and appropriate follow-up was arranged.

Conclusion: Academic health centers may have the capacity to leverage their extensive resources to rapidly launch a multiphased pandemic response that meets peoples’ need for information and access to primary care, while minimizing risk of infection and emergency department use and rapidly supporting primary care teams to make the necessary operational changes to do the same in their communities. Such efforts require external funding in a fee-for-service payment model.

  • COVID-19
  • Fee-for-Service Plans
  • Hotlines
  • Pandemics
  • Primary Health Care
  • Oregon
  • Telemedicine
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The Journal of the American Board of Family  Medicine: 34 (Supplement)
The Journal of the American Board of Family Medicine
Vol. 34, Issue Supplement
February 2021
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Launching a Statewide COVID-19 Primary Care Hotline and Telemedicine Service
Anthony Cheng, Heather Angier, Nathalie Huguet, Deborah J. Cohen, Kellen Strickland, Emily Barclay, Eric Herman, Craig McDougall, Frances E. Biagioli, Kam Pierce, Carliana Straub, Bennett Straub, Jennifer DeVoe
The Journal of the American Board of Family Medicine Feb 2021, 34 (Supplement) S170-S178; DOI: 10.3122/jabfm.2021.S1.200178

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Launching a Statewide COVID-19 Primary Care Hotline and Telemedicine Service
Anthony Cheng, Heather Angier, Nathalie Huguet, Deborah J. Cohen, Kellen Strickland, Emily Barclay, Eric Herman, Craig McDougall, Frances E. Biagioli, Kam Pierce, Carliana Straub, Bennett Straub, Jennifer DeVoe
The Journal of the American Board of Family Medicine Feb 2021, 34 (Supplement) S170-S178; DOI: 10.3122/jabfm.2021.S1.200178
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Keywords

  • COVID-19
  • Fee-for-Service Plans
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  • Pandemics
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