Remote Healthcare Program in Mexico in the Context of the COVID-19 Pandemic

OBJECTIVES: Given the challenge of limiting the transmission of coronavirus disease 2019 while simultaneously continuing to provide medical care for other chronic and degenerative diseases and monitor therapy, a remote medical advice and guidance program was created to help individuals receive health services at their homes. METHODS: A descriptive, cross-sectional, and observational study was performed from April 13, 2020 to April 19, 2021 among Petroleos Mexicanos (PEMEX) health services beneficiaries. Mobile text messages were used to assign patients throughout Mexico to a doctor, who coordinated a video call with the nursing service for advice and remote care. RESULTS: In total, 17,472 calls were registered, with an average duration of 10.28 minutes. Almost half (49.4%) of the people who requested attention through the remote program were workers, 31.5% were workers’ relatives, and 19.1% were retired workers. The average age of the program users was 50.66 ± 18.02 years. A total of 144 doctors from 28 different specialties participated. In this program, 7,163 calls were made because of respiratory symptoms, 1,514 for therapeutic monitoring (prescriptions), and 8,183 because of other diseases, including mental health. CONCLUSIONS: Remote healthcare programs have shown the potential to support the health system. This program is the first to deploy real-time video calls with a health team utilizing institutional electronic clinical records in Mexico. The implementation of this pandemic management program impacted the number of consultations given remotely, resulting in effective triage.