title: [Use of customer relationship management to improve healthcare for citizens. The 24h Andalusian Health Service: Healthline].
abstract: 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.
authors.affiliation: Salud Responde, Jaén, España.
authors.forename: Manuel
authors.initials: M
authors.lastname: Quero
authors.affiliation: Salud Responde, Jaén, España.
authors.forename: María Belén
authors.initials: MB
authors.lastname: Ramos
authors.affiliation: Salud Responde, Jaén, España.
authors.forename: Wilfredo
authors.initials: W
authors.lastname: López
authors.affiliation: Indra Sistemas, Sevilla, España. Electronic address: jjcubillas@indra.es.
authors.forename: Juan José
authors.initials: JJ
authors.lastname: Cubillas
authors.affiliation: Salud Responde, Jaén, España.
authors.forename: José María
authors.initials: JM
authors.lastname: González
authors.affiliation: Indra Sistemas, Sevilla, España.
authors.forename: José Luis
authors.initials: JL
authors.lastname: Castillo
mesh_terms: D006297:Health Services Accessibility / Q000458:organization & administration / Q000706:statistics & numerical data*; D006801:Humans; D012017:Referral and Consultation / Q000706:statistics & numerical data*; D013030:Spain; D013038:Specialization; D013689:Telephone
keywords: Atención primaria; Customer relationship management; Optimización de recursos sanitarios; Optimization of health resources; Primary care; Telemedicina; Telemedicine