Abstract

Objectives: To determine the effectiveness of the Salud Responde service during the pre-pandemic, pandemic and post-pandemic periods, as well as the evolution of the service between both periods.
Methodology: A descriptive cross-sectional study was carried out based on calls received at the reference telephone number in Andalusia for health care during three specific time periods: January 1, 2019 - December 31, 2019, March 14, 2020-June 21, 2020, and January 1, 2021-December 31, 2021.
Result: The results show a clear increase in management during the pandemic period, as well as a change in the use of portfolios and the resolution of portfolios. A clear upward trend is evident in the number of calls and consequently time in queues, as well as total call time.
Conclusion: The extensive experience in telephone care and health services management places Salud Responde as an ideal medium to continue implementing new telemedicine projects, in addition to continuing to execute its broad portfolio of services.

Keywords:Telemedicine; COVID; Health system; Health care; Pandemic