Baptist Health Line nurse Pam Franklin, R.N., answers the 24-hour award-winning hotline.

For more than a decade, callers have asked for medical advice and tips from nurses at Baptist Health Line, Western Baptist Hospital’s 24-hour free call center. Recently, the staff received a different type of
call—notification of a top national service award.

Baptist Health Line was awarded McKesson Corp.’s Gold Award for exemplifying five core standards, known collectively as ICARE , an acronym for Integrity, Customer-First, Accountability, Respect and Excellence. The award was for the call center’s work with the hospital’s Chest Pain and Stroke Hotline marketing program.

Baptist Health Line Program Manager Marchita Sutton, R.N., said the department’s call volume increased more than 30 percent over the previous year after a campaign centered around this message: “Heartburn or heart attack? That can be a tough call. Here’s an easy one: 1-800- 575-1911.”

People were encouraged to phone the hotline if they experienced chest discomfort to discuss with a nurse the likelihood they could be having a heart attack and should seek emergency treatment.

The campaign increased community education and health awareness, Sutton said, as well as saved the lives of callers complaining of chest pain.

“As a result of nurses’ quick action and prompt medical attention,” she said, “cardiac patients received appropriate treatment and lifesaving interventions.”