"This document is organized following the steps of the Systems Development Lifecycle, or SDLC. The steps of SDLC are Problem Statement, Planning, Analysis, Design, Implementation, and Testing. In addition, we added sections on Methods, Model Requirements, Limitations and Risks, and Future Tasks. The Problem Statement and Planning sections give the background of the study. The Methods, Analysis, and Model Requirements sections are analogous to Methods, Results and Conclusions. The Design section describes the specific requirements for the HEALTH model and is presented in four sections: Process, People, Technology and Exportability. We have twice implemented a public health emergency call center in offering services to the Colorado Department of Public Health and Environment, and these experiences are described in the Implementation section and evaluated in the Testing section. The first experience came in early 2003, when we implemented the Smallpox Vaccination Program Support Service. The second opportunity came in the summer of 2003, when we implemented the West Nile virus hotline. Finally, we conclude with a brief discussion of Limitations and Risks, and Future Tasks. As part of our analysis for the model, we conducted research into other agencies' responses to past emergency in the published literature and through interviews of agencies involved in health emergency events. We also researched best practices from the medical call center industry."
AHRQ Publication No. 05-0040
Agency for Healthcare Research and Quality: http://www.ahrq.gov/