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Agency for Healthcare Research Quality

Health Emergency Assistance Line and Triage Hub (HEALTH) Model

To help planners develop a public health emergency contact center that is highly integrated with public health agencies, the Agency for Healthcare Research and Quality (AHRQ) has funded development of a report and an interactive tool set.

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AHRQ's Health Emergency Assistance Line and Triage Hub (HEALTH) Model, developed by researchers at Denver Health Medical Information Centers under an AHRQ contract, is designed to minimize surges in patient demand on the health care delivery system during a bioterrorist event or other public health emergency. The report helps planners determine the requirements, specifications, and resources needed for developing an emergency contact center such as the HEALTH model.

A companion to the report is the Contact Center Assessment Tool Set, which will calculate the amount of your constituent population that may try to reach your public health agency during a bioterrorism or emergency event. The tool set allows for minimal input, as well as fine-tuning input that will make the calculations more applicable based on the specifics of your agency, especially your current operational and technological infrastructure and your capability to field public inquiries.

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Health Emergency Assistance Line and Triage Hub (HEALTH) Model

The full report of the HEALTH model can also be downloaded as a PDF file. The HEALTH interactive tool is available in both Web and Excel versions. Your browser may support downloading the report and Excel version of the tool from this page by using the links below. Right click on the link and then select "Save Target As" (Internet Explorer) or "Save Link As" (Firefox™ or Netscape®). The Web version of the tool set is online only.

Bioterrorism Research Portfolio

The Denver HEALTH Model is one of more than 50 studies, workshops, conferences, and other resources funded under the Agency's bioterrorism research portfolio. AHRQ sponsors research that provides the evidence base for tools and resources needed in bioterrorism planning and response. For more information, go to:

More Information

If you have any questions about AHRQ's bioterrorism and health system preparedness program, contact:

Dr. Sally Phillips
Director, Public Health Emergency Preparedness Program
Center for Primary Care, Prevention, and Clinical Partnerships
Phone: (301) 427-1571

Current as of March 2005

Internet Citation:

Health Emergency Assistance Line and Triage Hub (HEALTH) Model. March 2005. Agency for Healthcare Research and Quality, Rockville, MD.


AHRQ Advancing Excellence in Health Care