The SNS24 line, which has been facing difficulties because of the increase in demand with the evolution of the pandemic, will have around 750 more elements by the end of the second week of January, announced the Shared Services of the Ministry of Health (SPMS).
In a statement, the SPMS acknowledge that demand for the SNS24 line "has been intensifying in recent days" and that this growth "shows no signs of slowing down, following the evolution of the pandemic context".
They also inform that, to respond to this pressure, some measures were taken, including the opening of a call center in Coimbra, last week, which will have 100 professionals by the end of this week and 250 by the end of January.
The SPMS also point to the already announced opening, from another call center, in Beja, until the first week of January.
In the note, they also say that currently there are about 5.000 professionals in the SNS24 line, mostly nurses, but also psychologists, pharmacists, dentists, administrative staff, Portuguese Sign Language interpreters and sixth-year medical students.
The reinforcement made so far and planned until the end of the second week of January, with over 750 elements, will represent an increase of about 15% in the media, they say.
Among the measures to respond to pressure, there was also a diversification of the categories of professionals and their respective tasks “to optimize service” on the SNS24 line, as well as the revision of some algorithms “to increase its efficiency”.
The SPMS also refer to the “improved and expanded adoption of automated care solutions, namely line entries and the integration of new referral modalities” for users who are considered high-risk contacts with a patient with Covid-19, such as cohabitants, and also for users considered low-risk contacts, users who are not considered risky contacts, users with a positive PCR, TRaG or self-test and users with a positive serological test.
"We expect to have increased pressure on the line in the coming days, so we will continue to adopt all the measures that may prove necessary to safeguard the quality of the service", says the note.
Lusa questioned the SPMS about the number of calls received in the last few days (Christmas period) by the SNS24 line, as well as calls that the line was unable to answer, but have not received a response so far.
The Público newspaper writes today that the National Health Service contact center (SNS24 line) answered on Monday more than 72 calls, a new daily high.
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