ArticleClinical toxicology (Philadelphia, Pa.)2012
High call volume at poison control centers: identification and implications for communication.
Article in Clinical toxicology (Philadelphia, Pa.), 2012. The graph could read no effect estimate from its abstract, so it casts no vote on the map. An erratum has been issued. Cited by 4 papers.
What it found
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The abstract states no effect estimate the extractor could read, or names no intervention and outcome on the map, so this paper lights no cell and moves no belief. It is still indexed, cited and linked below.
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Trials whose registry record cites this paper, or whose number appears in the abstract. A trial that started after this paper was published is citing it as background, not reporting it.
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Who cites it
4 citing papers in PubMed.
- Virtual Urgent Care Quality and Safety in the Time of Coronavirus.Joint Commission journal on quality and patient safety · 2021Article
- Simple Workflow Changes Enable Effective Patient Identity Matching in Poison Control.Applied clinical informatics · 2018Article
- Software Prototyping: A Case Report of Refining User Requirements for a Health Information Exchange Dashboard.Applied clinical informatics · 2016Article
- Information Requirements for Health Information Exchange Supported Communication between Emergency Departments and Poison Control Centers.AMIA ... Annual Symposium proceedings. AMIA Symposium · 2014Article
Corrections and comments
- Erratum issued
Authors and funding
7 authors.
Funding
Abstract
contextHigh volume surges in health care are uncommon and unpredictable events. Their impact on health system performance and capacity is difficult to study.
objectivesTo identify time periods that exhibited very busy conditions at a poison control center and to determine whether cases and communication during high volume call periods are different from cases during low volume periods.
methodsCall data from a US poison control center over twelve consecutive months was collected via a call logger and an electronic case database (Toxicall®).Variables evaluated for high call volume conditions were: (1) call duration; (2) number of cases; and (3) number of calls per staff member per 30 minute period. Statistical analyses identified peak periods as busier than 99% of all other 30 minute time periods and low volume periods as slower than 70% of all other 30 minute periods. Case and communication characteristics of high volume and low volume calls were compared using logistic regression.
resultsA total of 65,364 incoming calls occurred over 12 months. One hundred high call volume and 4885 low call volume 30 minute periods were identified. High volume periods were more common between 1500 and 2300 hours and during the winter months. Coded verbal communication data were evaluated for 42 high volume and 296 low volume calls. The mean (standard deviation) call length of these calls during high volume and low volume periods was 3 minutes 27 seconds (1 minute 46 seconds) and 3 minutes 57 seconds (2 minutes 11 seconds), respectively. Regression analyses revealed a trend for fewer overall verbal statements and fewer staff questions during peak periods, but no other significant differences for staff-caller communication behaviors were found.
conclusionPeak activity for poison center call volume can be identified by statistical modeling. Calls during high volume periods were similar to low volume calls. Communication was more concise yet staff was able to maintain a good rapport with callers during busy call periods. This approach allows evaluation of poison exposure call characteristics and communication during high volume periods.
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Registered trials
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