title: Initial impact of toll-free access on poison center call volume.
abstract: Prior to the implementation of the nationwide toll-free telephone number, most poison centers already provided toll-free service; therefore, the impact of toll-free access to a poison center on call volume is difficult to assess in the majority of poison centers. This analysis examined the effect that the new nationwide toll-free telephone number had on total call volume (exposures and information calls) in a poison center without previous toll-free access and serving a large urban and rural population. All calls received by a Regional Poison Information Center (RPIC) over a consecutive 27-mo period (2000, 2001, Jan-Jun 2002) were analyzed. April 2001 was the first full month of toll-free service. Data from January-March and January-June for 2000, 2001 and 2002 served as 3 and 6-mo benchmark and study periods. The 3 and 6-mo periods for each of the 3 years were used to conduct comparative trend analysis. Over 1.1 million pieces of literature and sheets of stickers that contained the toll-free number were distributed throughout the region over the study period. Use of the toll-free number increased from 590 calls in July 2001 to 2,157 in June 2002. Total call volume increased by 11.2%. Trend analysis revealed a 9.9% increase in exposure volume when comparing 2001 and 2002 data. There was a significant increase in utilization of the toll-free number for information purposes from people residing in rural counties. Toll-free access to the RPIC increased the volume of information calls dramatically. Initial trend analysis indicated that the availability of toll-free access has reversed the erosion of exposure-related calls.
authors.affiliation: Pittsburgh Poison Center, 3705 Fifth Avenue, Childrens Hospital of Pittsburgh, Pittsburgh, PA 15213, USA.
authors.forename: Edward P
authors.initials: EP
authors.lastname: Krenzelok
authors.forename: Rita
authors.initials: R
authors.lastname: Mrvos
mesh_terms: D006297:Health Services Accessibility; D015277:Hotlines / Q000706:statistics & numerical data*; D006801:Humans; D010414:Pennsylvania; D011039:Poison Control Centers / Q000191:economics / Q000706:statistics & numerical data*; D019035:Rural Health Services / Q000706:statistics & numerical data; D012621:Seasons; D013689:Telephone / Q000191:economics*; D017664:Uncompensated Care; D019037:Urban Health Services / Q000706:statistics & numerical data