Investigating the distribution of calls to a North American animal poison control call center by veterinarians and the public in space, time, and space-time

Abstract

Health assessments via phone call or tele-triage have become very popular. Tele-triage in the veterinary field and North American context is available since the early 2000s. However, there is little knowledge of how caller type influences the distribution of calls. The objectives of this study were to examine the distribution of calls to the Animal Poison Control Center (APCC) by caller type in space, time, and space-time. Data regarding caller location were obtained from the APCC by American Society for the Prevention of Cruelty to Animals (ASPCA). The data were analysed using the spatial scan statistic to identify clusters of higher-than-expected proportion of veterinarian or public calls in space, time, and space-time. Statistically significant spatial clusters of increased call frequencies by veterinarians were identified in some western, midwestern, and southwestern states for each year of the study period. Furthermore, annual clusters of increased call frequencies by the general public were identified from some northeastern states. Based on yearly scans, we identified statistically significant temporal clusters of higher-than-expected public calls during Christmas/winter holidays. During space-time scans of the entire study period, we identified a statistically significant cluster of higher-than-expected proportion of veterinarian calls at the beginning of the study period in the western, central, and southeastern states followed by a significant cluster of excess public calls near the end of the study period on the northeast. Our results suggest that user patterns of the APCC vary by region and both season and calendar time.