Durham Health Connection Line saw 99,000 calls during pandemic
By Chris Jones/The Oshawa Express
During the first wave of the COVID-19 pandemic, the Durham Health Connection Line has dealt with more than 99,000 incoming and outgoing calls.
Currently, according to Durham’s Chief Medical Officer of Health Dr. Robert Kyle, there are between 26 and 36 staff responding to live calls and messages and the majority of them are COVID-19 related.
“We try to respond the same day, or at worst within 24 hours [to these calls],” says Kyle.
Currently, they are responding to anywhere between 250 and 300 calls daily.
“Most are related to COVID-19,” he says.
The two main divisions of the Durham Health Connection Line are currently Population Health and Health Protection.
Kyle says with respect to Population Health they don’t do COVID-19 testing themselves, but have referred more than 24,000 clients for testing at local assessment centres.
“We’re required under case and contact management guidelines set by the ministry to inquire as to the whereabouts and compliance with respect to cases and contacts,” he says.
To date, they have made just under 30,000 calls to potential cases and contacts.
On the Health Protection side, Kyle says they are focused on providing general COVID-19 information to businesses and the public.
In July and August, he says they also received a little under 700 inquiries and complaints regarding the use of masks and face coverings.
Whether or not the health department’s efforts during the pandemic have been successful all depends on the “eye of the beholder,” says Kyle.
“We did our best to ramp down all non-essential services so all hands were on deck, and I think we were successful in doing that,” he explains, adding they’ve transitioned from an office space to a teleworking model since the beginning of the pandemic.
Ultimately though, Kyle hopes the numbers speak for themselves in terms of volume and the health department’s ability to refer clients for testing, and ensuring compliance with self-isolation and self-monitoring.
Today Kyle says COVID-19 continues to “smolder” in Durham Region.
“We get in the order of zero to maybe five or so cases per day. It’s largely community transmission,” he says.
He also notes there has been the odd outbreak, but they’ve been very limited, and there’s been days where there are no new cases whatsoever.
“I think it’s safe to say we got through the first wave okay,” he says. “We’re keeping a very close eye on the reopening in Durham Region, and of course we’re gearing up for and providing assistance with school boards and other stakeholders.”
Kyle says these are “unprecedented times” and fighting the pandemic is a marathon.
He also wishes to thank everyone for responding effectively to COVID-19.
For anyone with questions about COVID-19, or who believe they might have the virus, call the Durham Health Connection Line at 905-668-2020 or 1-800-841-2729, or visit durham.ca/covid19 to find out more.