Place of call centers in the management of health crises
Experience of the ANSS call center in the management of COVID-19 in Guinea
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On December 31, 2019, WHO was notified of the first cases of the new coronavirus (COVID-19). Since this notification, COVID-19 has continued to spread around the world. Following the example of other countries, Guinea drew up a preparedness and response plan for COVID-19. This plan called on all the public health emergency management mechanisms set up by the Agence Nationale de Sécurité Sanitaire (ANSS), in particular the Centres des Opérations d'Urgence de Santé Publique (COU-SP).It is in this context that ANSS has set up a call center integrated into the agency's COU-SP. This call center...
On December 31, 2019, WHO was notified of the first cases of the new coronavirus (COVID-19). Since this notification, COVID-19 has continued to spread around the world. Following the example of other countries, Guinea drew up a preparedness and response plan for COVID-19. This plan called on all the public health emergency management mechanisms set up by the Agence Nationale de Sécurité Sanitaire (ANSS), in particular the Centres des Opérations d'Urgence de Santé Publique (COU-SP).It is in this context that ANSS has set up a call center integrated into the agency's COU-SP. This call center, through the number "115", is designed to manage public health alerts, but also to provide information and guidance to the general public on COVID-19 and other diseases with epidemiological potential that Guinea has notified since its establishment. This book has been written to share Guinea's experience with the rest of the world of the place and role of a call center in the management of public health emergencies.
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