Purello P L, Oransky S H, Rabinowitz I
Hudson Valley Regional Poison Center, Nyack Hospital, NY 10960.
Vet Hum Toxicol. 1993 Apr;35(2):162-3.
In order to justify dedicated staff for night calls, improve the quality of our handling of these calls, and qualify for certification by the AAPCC, we sought an alternative to hiring dedicated night staff. We offered our certified staff members the opportunity to fulfill part of their regular duties answering night calls from home. We set them up with a computer system, dedicated telephone line, texts and consultant information. They were able to access the Poison Center hotline computer via a remote access program. A significant increase took place in the number of documented calls to the Poison Center during the midnight to 8:00 am shift. Quality of documentation also improved significantly and level of service has been complemented by callers. The remote access method is a viable way for a small Poison Center to cover the night shift with certified, reliable, capable staff. This method of call answering has solved our major problem of hiring night staff who would satisfy requirements and provide excellent service.
为了合理配备专门负责夜间接听电话的工作人员，提高我们处理这些电话的质量，并获得美国毒物控制中心协会（AAPCC）的认证，我们寻求一种替代雇佣专门夜间工作人员的方法。我们为获得认证的工作人员提供了在家中履行部分日常职责接听夜间电话的机会。我们为他们配备了计算机系统、专用电话线、文本和咨询信息。他们能够通过远程访问程序接入毒物控制中心热线计算机。在午夜至上午8点的班次期间，毒物控制中心记录的电话数量显著增加。文档记录的质量也有显著提高，并且来电者对服务水平给予了好评。远程访问方法对于小型毒物控制中心来说，是一种让经过认证、可靠且有能力的工作人员覆盖夜班的可行方式。这种接听电话的方法解决了我们雇佣符合要求并能提供优质服务的夜间工作人员的主要问题。
