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Case study in public health nursing: The national COVID-19 vaccination hotline

  • Program: Public Health Nursing
  • Background/ Issue/ Statement of the Problem: Long before Lillian Wald coined the term “Public Health Nursing” (PHN) in the 1890s, nurses served their communities as integral and trusted health care providers committed to education and the prevention of disease. PHNs are involved in education, advocacy, implementation, assessment, and evaluation of health programs. They recognize that infectious diseases are not isolated to any socioeconomic or education levels. In recent years, there are fewer PHNs due to shifts in health care and local budgets. The COVID-19 pandemic revealed a re-emerging need for the specialized skill set of PHNs to serve a greater number of people across multiple communities. Approach: In partnership with the CDC, the Maximus Public Health Nurse Help Desk (NHD) was established to support the National COVID-19 Vaccination Hotline in delivering health related information to the general public via phone call, text, or other electronic communication with the Hotline. Outcomes and Lessons Learned: Nurses were initially recruited and trained to answer complex COVID-19-related inquiries from the public, but their scope of work quickly expanded beyond responding to caller inquiries. Nurses supported training, updating content, quality assurance, and de-escalating frustrated/confused callers within the contact center to promote accurate health information and health equity for callers seeking assistance. Implications/ Recommendations: Maximus PHNs are on the front lines of the COVID-19 pandemic. Working in partnership with the CDC, we have developed strategies and lessons learned that have evolved over the past two years to increase the public’s access to PHNs as trusted health care providers, accurate health information, and referrals to needed services.
Carla Payne
Maximus Federal - Public Health
Operations Nurse Manager
  • Linked Session ID: 941769
  • Authors: Carla Payne, Rn-SBN, MSN, FNP-BC, Corinna Dan, RN, MPH, Amber B. Cox, MPH, PhD, Erika Quinones, MPH, MBA
    Maximus Federal - Public Health
  • Learning Outcome 1: Compare methods to increase perceived reliability of information delivered to the public.
  • Learning Outcome 2: Explain the added value nurse professionals can bring to health programs.
  • Learning Outcome 3: Identify 3 technologies used by the public to ask questions during the pandemic.
  • Linked Session Title: Justice‚ Diversity‚ Equity‚ and Inclusion: Poster Session