COANIQUEM operates a 24/7 free WhatsApp SOS channel at +56 9 3431 9987, providing guidance for burn injuries and scar management. Active since May 2020, the service has assisted 12.175 people, handling cases involving young children, hot liquids, and medical referrals.
First-Aid Guidance
When a burn occurs, the initial minutes are critical. According to records from COANIQUEM and reporting by El Dínamo, those moments are often marked by uncertainty regarding whether to seek emergency care or manage the injury at home. To support families, the institution provides a messaging channel that does not accept incoming voice calls.
Consultation Data
Data gathered since the platform’s launch in May 2020 shows that 12.175 people have been oriented. Toddlers aged 0 to 4 years old represent the group with the highest number of consultations, accounting for 5.463 cases. Meanwhile, 3.312 orientations were provided to people over 19 years of age.
Hot liquids are the leading cause of consultation, with 6.334 cases. Burns caused by hot objects follow with 3.830 cases, while those associated with fires and embers account for 574 incidents.
Out of the total consultations, 3.601 people were referred to COANIQUEM and 2.931 to an emergency service, while in other cases it was indicated that it was not necessary to go immediately or that ambulatory evaluation was sufficient.
Beyond Burn Care
Marcela Vergara, subdirectora Clínica Metropolitana de COANIQUEM, notes the system’s scope:
“Si bien la mayoría de las consultas que recibimos a través de WhatsApp SOS están relacionadas con primeros auxilios y manejo inicial de quemaduras, también recibimos solicitudes de orientación respecto de cicatrices de diversos orígenes, entre ellas mordeduras de perro, procedimientos quirúrgicos o traumatismos. Esto es relevante, ya que es importante recordar que en COANIQUEM no sólo abordamos las secuelas cicatriciales derivadas de quemaduras, sino que también contamos con un modelo de rehabilitación y manejo integral de cicatrices de otras etiologías.”
Recommendations for Initial Thermal Mitigation
COANIQUEM outlines parameters for handling burns:
- Immediate actions: Remove clothing covering the affected area immediately, as well as items such as rings, bracelets, or watches.
- Surface Area Assessment: If the burned surface exceeds the size equivalent to three extended hands of the child, go immediately to an emergency service.
- Thermal Dissipation: For minor lesions, apply cold water for 20 minutes to cool the area and relieve pain. If it is not possible to keep it under water for that period, clean, damp cloths can be used, renewing them until the 20 minutes are completed.
- Protective Barrier: Cover the lesion with a clean, dry sheet.
- Contamination Warning: Do not use ice, ointments, toothpaste, oils, creams, or other home products directly on the burn, as they could aggravate the injury or hinder its subsequent evaluation.
The WhatsApp SOS channel is available 24 hours a day. The number is +56 9 3431 9987. It does not receive calls.
