COVID-19 helpline 111 : the first point of contact for the general public during the pandemic

Abstract

The COVID Helpline-111 unlike other traditional helplines was developed with the scope of having functions not limited solely to the provision of information responding to customer queries in a timely and accurate way but also with the scope of combatting the resulting infodemic. It also provided a myriad of services ranging from the booking of swab test appointments, assistance in retrieving swab test results, co-ordination of communication between these various teams, collection of data relevant to the planning of services such as swab testing and several logistic matters related to the pandemic. Most importantly, it also provided a holistic helpline service involved the monitoring of calls in order to always improve the service given and also inform policy.