Health Emergency Assistance Line and Triage Hub (HEALTH) Model

Report

The Health Emergency Assistance Line and Triage Hub (HEALTH) Model is designed to minimize surges in patient demand on the health care delivery system during a bioterrorist event or other public health emergency. The full report helps planners determine the requirements, specifications, and resources needed for developing an emergency contact center such as the HEALTH model.

The Agency for Healthcare Research and Quality (AHRQ) funded development of the HEALTH report and interactive tool set.

Prepared by the Rocky Mountain Poison & Drug Center—Denver Health under AHRQ Contract No. 290-00-0014-6.

Contents

Summary
1. Problem Statement
2. Planning
   Goals, Strategies, and Objectives
   Resources
   Organizational Feasibility
3. Methods
   System Development Lifecycle
4. Analysis
5. Model Requirements
6. Design
7. Implementation
8. Testing
9. Limitations and Risks
10. Future Tasks
Acronyms
Appendixes
Appendix A: Export and Steering Committees
Appendix B: Input/output Flows Program
Appendix C: Data Collected by CO-HELP and CO-PHIL
Appendix D: Questions Asked by Journalists During a Crisis
Appendix E: CO-PHIL Smallpox Call Flow Diagram
Appendix F: CO-HELP and CO-PHIL Training Plan
Appendix G: Current and Proposed Systems
Appendix H: Channels of Contact HEALTH Model
Appendix I: Sample Decision Triage Tree
Appendix J: Quality Control Process
Appendix K: Sample Disaster Recovery Plan
Appendix L: Level 1 and Level 2 Job Descriptions
Appendix M: HEALTH Contact Center Assessment Tool Set Description
Appendix N: Contact Center Assessment Tool
Appendix O: Requirements Document
Appendix P: Multi-Channel Contact Center System Concept

AHRQ Publication No. 05-0040
Current as of January 2005

Internet Citation:

Health Emergency Assistance Line and Triage Hub (HEALTH) Model. Report. AHRQ Publication No. 05-0040, January 2005. Agency for Healthcare Research and Quality, Rockville, MD. http://www.ahrq.gov/research/health/report.htm