Creating a Radiology Call Center Hotline and “HOT” Sites: Centralizing Radiology Questions and Cohorting Out-Patient Care during the COVID-19 pandemic

Jang, B.; Facchini, D.; Staib, L.; Fernandez, A.; Pye, S.; Goodman, T.R.; Granucci, C.; Guertin, N.; Pahade, J.K.

INTRODUCTION: Amidst COVID-19 crisis, confusion exists over current radiology operations due to influx of new data and new protocols. In order to decrease confusion and reduce imaging facility related COVID-19 transmissions, we created a dedicated radiology COVID-19 call center and dedicated out-patient COVID-19 imaging sites (referred to “HOT” sites). MATERIALS AND METHODS: We created a central radiology call center hotline, staffed by our radiology technologists, to answer all radiology questions related to COVID-19 and help with scheduling exams. All out-patient x-ray exams became mandatory to schedule through the call center so proper COVID-19 screening could occur. If positive for COVID-19 symptoms, they are sent to “HOT” sites. Various statistical analyses were performed. RESULTS: A total of 2548 calls were received over 7 weeks with linear increase in calls during this period (R 2 =0.17, p=0.003). Most common reasons for calling were related to scheduling (n=2336, 92%) and radiology operations (n=145, 6%). At our main “HOT” site, from a total of 371 separate patient encounters by date of study, 72 patient encounters (19%) were COVID-19 positive at time of exam. DISCUSSION: This project provides efficient and reassuring radiology operations during an emergency situation by providing a single reliable point of contact and a source of truth for all facets of radiology. In doing so, we facilitate high quality patient centered care while protecting the health of our patients and staff.