About
The SNS 24 Line has national coverage and was inaugurated on July 24, 2017, with functions including screening, monitoring, and referral of users. This service is provided continuously, 24/7, every day of the year. These services aim to alleviate the influx to primary healthcare systems and ensure the proper referral of users to different healthcare facilities within our healthcare system.
Among the functions of the SNS 24 Line are a set of new informational and administrative services, including clinical informational service, non-clinical/administrative informational service, and psychological counseling service.
During the COVID-19 pandemic, ABC began providing services to Altice in recruiting healthcare professionals and managing several of its service centers (Faro, Porto, Covilhã, Beja, etc.). The service was integrated into protocols for screening respiratory issues, where operators followed an algorithm to triage users and provide advice or refer them to another service.
Currently, due to the increasing number of calls to the SNS 24 Line, there was a need to reinforce the telephone coverage of the line and alleviate the influx to Primary Health Care. Thus, ABC resumed collaboration with Altice, opening two SNS 24 Line service centers at the beginning of 2024, namely in Faro and Covilhã. Operators follow triage algorithms to appropriately refer and monitor users. Each center has operator positions (telephone service) and a shift leader position that provides support to operators whenever they have questions. The physical centers remain the responsibility of Altice, with ABC being responsible for managing human resources, recruitment, training, and shift management.