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
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Lightning Talk Presentation
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Lightning Talk Live Discussion Recording

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.

Accreditation Details

In support of improving patient care, this activity is planned and implemented by The National Center for Interprofessional Practice and Education. The National Center for Interprofessional Practice and Education is accredited by the Accreditation Council for Continuing Medical Education (ACCME), the Accreditation Council for Pharmacy Education (ACPE), and the American Nurses Credentialing Center (ANCC) to provide continuing education for the healthcare team.

As a Jointly Accredited Provider, the National Center is approved to offer social work continuing education by the Association of Social Work Boards (ASWB) Approved Continuing Education (ACE) program. Organizations, not individual courses, are approved under this program. State and provincial regulatory boards have the final authority to determine whether an individual course may be accepted for continuing education credit. The National Center maintains responsibility for this course. Social workers completing this course receive continuing education credits.

This activity was planned by and for the healthcare team, and learners will receive Interprofessional Continuing Education (IPCE) credit for learning and change.

  • Physicians: This activity will be designated for CME AMA PRA Category 1 Credit(s)TM through ACCME.
  • Physician Assistants: NCCPA accepts AMA PRA Category 1 Credit(s)™ from organizations accredited by ACCME or a recognized state medical society.
  • Nurses: This activity will be designated for CNE nursing contact hours through ANCC.
  • Pharmacists and Pharmacy Technicians: This activity will be designated for CPE contact hours (CEUs) through ACPE.
  • Social Workers: This activity will be designated for social work continuing education credits through ASWB.
  • All health professionals: This activity was planned by and for the healthcare team, and learners will receive Interprofessional Continuing Education (IPCE) credit for learning and change.