Abstract
Objective: To report the experience of using the public health care service during the COVID-19 pandemic, emphasizing its usefulness and effectiveness in due time. Experience report: Telemedicine is a very important ally in the health system in Brazil, in coping with COVID-19, as it provides services directed to the health area, helping the care of health professionals. This call center system made it possible to offer information and guidance related to the signs and symptoms of coronavirus infection, without putting the lives of those involved at risk. In addition, it also provided social distance in the main moment of disease transmission. The service was used by telephone and also through the application provided by the public health network, where both were effective and, through the active search, feedback was carried out in order to monitor the health of the individual who made the initial contact. Final considerations: The call center is essential during the COVID-19 pandemic, both as a logistics solution for remote medical assistance, as well as a possibility of protection for health professionals at risk and their families, as well as for too much of the population.