Implementation of a National Telephone Consultation Service for Clinicians in Mozambique

Abstract

The manuscript outlines the establishment of a remote consultation service for clinicians in Mozambique, highlighting best practices and lessons learned. It discusses the transition to full management by the Ministry of Health and the challenges of sustaining the service post-transition within the MoH Telehealth Program. The program evaluation results focus on the national telephone consultation service for HIV/AIDS care and treatment, which, between 2013 and 2019, received calls from a wide range of health facilities and cadres, including nonmedical prescribers, doctors, clinical assistants, and nurses. A 2017 clinician satisfaction survey indicated high satisfaction rates. Key implementation lessons emphasized the necessity of staffing the consultation line with highly trained clinicians, leveraging training to enhance service awareness and trust, supporting the public health system, maintaining operational flexibility, and strengthening pre-service clinical training.