Lightning Talk

Implementation of an Interprofessional 1-800-COVID-19 Hotline Call Center Training Simulation

Thursday, October 8, 2020, 1:05 pm - 2:05 pm EDT

On March 13th, 2020 an academic health center suspended onsite classes due to the first confirmed case of COVID-19 in the state. Faculty across 5 colleges (Nursing, Medicine, Public Health, Pharmacy, Health Professions) and the graduate school rapidly implemented alternative methods of instruction to complete coursework for the spring semester. The campus also delivers a 3-phase (exposure, immersion, competence) interprofessional education (IPE) curriculum that is a graduation requirement. Interprofessional simulation training is a core immersion phase activity.


Concurrent to suspension of onsite classes, the health center instituted a 1-800 COVID-19 Hotline to support the public health emergency. The hotline provided rapid access to a health screening algorithm via a telehealth platform to assist the statewide community in understanding when and where they should access the health care system to seek testing or care for COVID-19 symptoms.


To support IPE delivery via alternative methods of instruction, previously scheduled onsite simulations were converted to an online platform and a new simulation was developed to address COVID-19 disease information, screening algorithm and decision tree tools, and telemedicine care. The simulation format consisted of orientation (simulation training, Interprofessional Education Collaborative (IPEC) domains, and Patient- and Family-Centered Care principles), interprofessional team review of screening algorithm and decision tree for preparation for patient encounter, standardized patient (SP) interaction, and debriefing. To design the SP interactions, a student pursuing combined medical and master in public health degrees drafted five case scenarios based on patient calls received during a call center shift. SPs were recruited to further inform communication and emotional support PFCC learning objectives. Three trainings were completed via ZoomTM with 95 interprofessional students. Evaluation metrics include pre/post Interprofessional Collaborative Competencies Attainment Survey (ICCAS), evaluation of learning objectives via Likert scale, and identification of themes from qualitative response items. Descriptive statistics will be shared.