Implemented by the South Metropolitan Health Service (SSMS) of Santiago de Chile, the Teletriage system manages medical care at the first level of care.
The remote management system implemented in the SSM of Santiago, aims to prioritize patients at the first level of care by risk and health needs. After two years, the SSMS will offer this service to its 10 family health centers (Cesfam).
This system works through an online form, in which users register their requests for medical care and the needs they wish to cover. The next step is for the Teletriage teams at Cesfam to select the most appropriate responses for each particular case and determine what type of medical care will be required.
Until March 2022, the Cesfam teams in Santiago resolved more than 202,000 requests, of which the 62% resulted in less than seven days and the 14% relied on digital tools to carry out a remote consultation, preventing the patients will present themselves physically in a Cesfam.
In this way, the system has facilitated information management tasks at Cesfam. Francisca Viñals, a member of the Teletriage team at SSMS, explained that “the system is an excellent tool to bring health care closer to people in a more accessible way. efficient, providing prioritization in access by professionals, who also have the possibility of knowing directly the needs of our users”.
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In addition, this project had the support of the Pan American Health Organization (PAHO). In this way, Dr. Mario Cruz-Peñate, who works as Health Systems and Services Advisor for PAHO/WHO in Chile, explained that the system has highlighted the model's potential for strengthening remote patient management. .
“There is much talk about the importance of the participation of communities in the creation of their health; and in centering care on individuals, families, and communities. Through the implementation of the Teletriage system in PHC, the health system is more open to the community, listens better to people's needs and creates a wonderful channel of interaction with PHC users, many of whom are new users, based on the facilities provided by the model”, explained Dr. Cruz-Peñate.
In this sense, the director of Teletriage, Blanca Velasco, highlighted the collaborative work between different teams such as the Information Technology Management unit and the Health Technical Department.
These two teams, as well as other units of the assistance network, will be in charge of the relationship with the ten Cesfam that will offer Teletriage services.
