Text Real time consultations through call centers improve HIV/AIDS and TB management: Case of Baylor-Uganda Kasule R, Kabajaasi K, Tendo FT, Nassozi J, Maganda A, Juma M, Kekitiinwa A.R. 1Baylor College of Medicine children’s Foundation Uganda xxx00.#####.ppt 10/31/2019 1:59:37 PM

BACKGROUND Majority of the HIV/AIDS patients in Uganda are seen in the lower level health care facilities by low level health care cadres There are hardly any senior and experienced pediatricians and adolescent specialists for consultation by health care workers especially in lower health facilities and access to them is also limited due to the prohibitive communication costs. In order to improve the skills and knowledge of these cadres, there is need to bridge the knowledge gap through in-service training and mentorship to achieve quality pediatric HIV/AIDS &TB care,

THE CALL CENTRE Baylor-Uganda with funding from Centre for Disease control and Prevention established the toll free National paediatric and adolescent HIV and TB call centre (NAPAC) NAPAC is a 24/7 hour toll free consultation line/platform established for low cadre health workers. Objective: NAPAC was established in order to enable low care health workers especially in the rural areas have knowledge on management and treatment of HIV/AIDS and TB

DESCRIPTION The call centre responds to real time consultation on issues regarding HIV/TB, referrals and linkage of patients to the nearest hospitals. The call centre uses social media and an online system like direct calls where health workers call in and get feedback on different issues Client satisfaction surveys are conducted after every month to get feedback of the quality of service

AIMS The study sought to find out call centre offers real time information solutions to enable frontline healthcare workers deliver quality Pediatric HIV/AIDS & TB treatment

LESSONS LEARNT Health call centres have contributed in reducing mobility and mortality rates by increasing the knowledge of health workers especially the lower level cadres in the remote areas and also bridging the knowledge gap in paediatric HIV NAPAC has immensely helped ease the work of health workers especially in the lower level health facilities where specialist are hard to fine.

RESULTS More than 5,994 health workers have consulted the helpline on HIV/TB issues and technical responses provided. Every month, TB management takes up over 20% of the calls from health workers and the 80% by consultations on eMTCT, HIV related cases and other opportunistic infections

NAPAC COUNTRY WIDE COVERAGE

CADRES WHO CALL THROUGH THE CALL CENTRE

CALLS MADE PER THEME

CALLS RECEIVED SINCE INCEPTION

NEXT STEPS NAPAC as a portal for real-time knowledge transfer to health workers should be given funding priority to make treatments and care of HIV/TB easier Health call centres can help in increasing the knowledge of health workers especially the lower level cadres in the remote areas.

ACKNOWLEDGEMENT