Establishment of Human Influenza H1N1 Helpline in New Delhi: Medical Interns’ Perspective

Abstract

Pandemic of human influenza H1N1 (popularly known as swine flu) alarmed all sectors including health to adopt preventive programs. Beside various methods, an institution of a helpline for public was planned with the objectives to learn the process of establishing helpline, to provide medical advice regarding swine flu to callers, to provide list of government hospitals which were having testing and treatment facilities, to respond to questions regarding swine flu, and to provide contact details of nodal officers of different areas in Delhi. The helpline was manned by interns from Maulana Azad Medical College and was run 24*7 in three shifts. Data was collected regarding number of calls received and answered, question asked by callers and response of interns. During 19 weeks duration starting from 19th August to 28th December 2009, the center received 5614 calls out of which 3455 calls were acknowledged. The number of calls gradually decreased and maximum numbers of calls were received immediately after advertisement of the helpline number. Majority of callers (78.1%) sought medical advice, while 54.8% people called to know about signs and symptoms of swine flu. All interns were willing to work at helpline if given an opportunity in future again and 83.33% of them felt that working at a helpline center was a good and new experience for them. It is concluded that helpline is an important source of providing information in case of a new disease outbreak and it helps to reduce panic among general public and there should be provision to establish helpline quickly in case need arises.