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<title>Adapting Community Call Centers for Crisis Support: A Model for Home-Based Care and Monitoring. Appendix 4-C</title>
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<meta name="Title" content="Adapting Community Call Centers for Crisis Support: Model for Home-Based Care and Monitoring" />
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<meta name="description" content="Model for community health call centers to support home-management and shelter-in-place approaches in mass casualty or pubic health emergency events." />
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<meta name="datecreated" content="October 2007" />
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<p><strong>You Are Here:</strong> <span class="crumb_link"><a href="/" class="crumb_link">AHRQ Archive Home</a> > <a href="/prep/" class="crumb_link">Public Health Preparedness Archive</a> > <a href="." class="crumb_link">Adapting Community Call Centers for Crisis Support</a> > Appendix 4-C</span></p>
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</div> </td>
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</tr>
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<tr>
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<td height="30px"><h2><span class="title">Adapting Community Call Centers for Crisis Support</span></h2></td>
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</tr>
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<tr>
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<td><div id="centerContent"><p><strong>Public Health Emergency Preparedness</strong></p> <div class="headnote">
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<p>This resource was part of AHRQ's Public Health Emergency Preparedness program, which was discontinued on June 30, 2011, in a realignment of Federal efforts.</p>
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<p>This information is for reference purposes only. It was current when produced and may now be outdated. Archive material is no longer maintained, and some links may not work. Persons with disabilities having difficulty accessing this information should contact us at: <a href="https://info.ahrq.gov/">https://info.ahrq.gov</a>. Let us know the nature of the problem, the Web address of what you want, and your contact information. </p>
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<p>Please go to <a href="https://www.ahrq.gov/">www.ahrq.gov</a> for current information.</p></div>
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<h2>Appendix 4-C. DI Evaluation Form</h2>
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<h3>North Central Region Exercise</h3>
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<h4>Drug Identification Line Instructions</h4>
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<p>In addition to the quarantine calls you will be receiving over the next 2
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days, the Interactive Response (IR) system has other possible uses in a public
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health emergency. As a volunteer, we request your assistance in testing
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one of these additional capabilities. </p>
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<p>You have been requested to test the <strong>Drug Identification (DI) Line</strong>. In
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the event of a biologically based public health emergency, it may be necessary
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to distribute antibiotics to the entire Denver Metro region within 48 to 72
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hours. Not all Point of Dispensing (POD) locations will be dispensing
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drugs that have the same appearance. It is also possible for an individual
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to forget which pills they received or become confused which pills are theirs. An
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automated inbound call system allows a caller to access this information using
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pill imprints, color, shape and size.</p>
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<p>Using the automated system, please identify the pill pictured below by following
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the instructions and prompts provided by the IR. Please fill out the
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evaluation after you complete the call. Thank you for your assistance
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in testing this communication tool.</p>
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<p>Volunteer Name: _____________________________________________________</p>
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<p><img src="app4b_fig1.gif" alt="Photo depicts two pills. The pill on the left is imprinted with the numbers '5553'. The pill on the right is imprinted with the letters 'DAN'." width="273" height="137" /></p>
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<ol>
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<li>Please call XXX-XXX-XXXX. </li>
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<li>Using the photo above, follow the prompts to identify this pill.</li>
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<li>Based on the information provided by the IR, what is this pill? </li>
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</ol>
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<blockquote>
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<p>_____________________________________________________</p>
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</blockquote>
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<p>Please fill out the evaluation questions on the second page, and thank you
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for your assistance in testing the Drug Identification Line.</p>
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<p>Dear Quarantine Exercise Volunteer:</p>
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<p>Please answer the following questions regarding your experience using the
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Drug Identification Line.</p>
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<p><img src="app4b_fig2.gif" alt="Photo depicts one pill imprinted with the numbers '5553'." width="101" height="101" /></p>
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<p>Questionnaire responses will use a scale of 1 to 5: </p>
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<p><strong>1 = Strongly Disagree</strong><br />
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<strong>2 = Disagree</strong><br />
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<strong>3 = Undecided</strong> <br />
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<strong>4 = Agree</strong><br />
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<strong>5 = Strongly Agree</strong> </p>
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<p>Please tell us how much you agree or disagree with the following statements:</p>
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<table border="1" cellspacing="0" cellpadding="3" width="80%">
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<thead>
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<tr valign="bottom">
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<th scope="col">Question</th>
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<th scope="col">Strongly Disagree</th>
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<th scope="col">Disagree</th>
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<th scope="col">Undecided</th>
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<th scope="col">Agree</th>
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<th scope="col">Strongly Agree</th>
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</tr>
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</thead>
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<tr valign="bottom">
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<td scope="row" width="55%">1. The directions given
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by the IR were easy to follow.</td>
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<td align="center" width="5%">1</td>
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<td align="center" width="5%">2</td>
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<td align="center" width="5%">3</td>
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<td align="center" width="5%">4</td>
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<td align="center" width="5%">5</td>
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</tr>
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<tr valign="top">
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<td scope="row">2. The voice on the IR message
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was easy to understand.</td>
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<td align="center">1</td>
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<td align="center">2</td>
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<td align="center">3</td>
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<td align="center">4</td>
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<td align="center">5</td>
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</tr>
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<tr valign="top">
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<td scope="row">3. The recorded voice on the IR went
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at a proper speed.</td>
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<td align="center">1</td>
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<td align="center">2</td>
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<td align="center">3</td>
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<td align="center">4</td>
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<td align="center">5</td>
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</tr>
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<tr valign="top">
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<td scope="row">4. The recorded voice on the IR was
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at a proper volume.</td>
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<td align="center">1</td>
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<td align="center">2</td>
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<td align="center">3</td>
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<td align="center">4</td>
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<td align="center">5</td>
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</tr>
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<tr valign="top">
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<td scope="row">5. I trust that the automated
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system correctly identified my pill.</td>
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<td align="center">1</td>
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<td align="center">2</td>
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<td align="center">3</td>
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<td align="center">4</td>
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<td align="center">5</td>
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</tr>
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<tr valign="top">
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<td scope="row">6. I am satisfied with
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my experience using the IR.</td>
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<td align="center">1</td>
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<td align="center">2</td>
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<td align="center">3</td>
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<td align="center">4</td>
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<td align="center">5</td>
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</tr>
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<tr valign="top">
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<td scope="row">7. If a public health emergency
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actually occurred and I needed antibiotics, I would trust receiving health
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department information via an automated system like the IR.</td>
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<td align="center">1</td>
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<td align="center">2</td>
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<td align="center">3</td>
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<td align="center">4</td>
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<td align="center">5</td>
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</tr>
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<tr valign="top">
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<td scope="row">8. Based on my experience
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with the IR, I would prefer to receive information from an automated system
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vs speaking to a live person.</td>
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<td align="center">1</td>
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<td align="center">2</td>
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<td align="center">3</td>
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<td align="center">4</td>
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<td align="center">5</td>
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</tr>
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</table>
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<p>Comments (Please use the back of this sheet for additional room if necessary)</p>
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<p>______________________________________________________________________________________</p>
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<p>______________________________________________________________________________________</p>
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<p>Thank you again for your assistance in evaluating this communication tool. Your
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assistance will allow us to provide important information to a large portion
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of the region's population in a public health emergency. We believe
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these tools have the greatest potential to reduce patient surge demands on
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the traditional health care delivery system facilities and allow public health
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agencies to focus on epidemiology and control measures.</p>
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<p>If you have questions about this tool or the testing process, please contact <Insert
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Test Coordinator Name> at the <Insert their Agency Name>: <Insert
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Their Phone#> or <Insert Their E-mail Address></p>
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<p class="size2"><a href="callapp4.htm#Contents">Return to Appendix 4 Contents</a><br />
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<a href="index.html#contents">Return to Report Contents</a><br /><a href="callapp4d.htm">Proceed to Next Section</a></p>
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<p> </p>
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<div class="footnote">
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<p> The information on this page is archived and provided for reference purposes only.</p></div>
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<p> </p>
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