## 4 Results
### Data Characterisation: Main Findings
It can be observed that dinner time (between 19:00 and 21:00) is the period summing around 20% of the calls; the value reaches its minimum at 5:00 and increases until 10:00, keeping more or less steady (with a small decrease) until 15:00, when it starts increasing again until 20:00. In what concerns the day of the week, Monday and Friday are the weekdays with more and less calls, with 15.25% and 13.75%, respectively; while the values decrease between Monday and Friday, Saturday and Sunday receive 14.30% and 14.75% of the calls. The number of calls around the year ranges between less than 6% in September and 12% in January, with values around 10% from February to June and around 6% from July to November; December has a value of around 10.05%. Figure 5: Distribution of calls per age for the 10 most frequent pathways (clustered by similarity). Figure 6: Distribution of calls per hour of the day **(top)**, day of the week **(bottom-left)** and month of the year **(bottom-right)**. A study on the distribution of the calls per month per pathway for the 10 most common pathways was also made; these were empirically clustered by similar trends over time, having, again, one cluster following the general trend and 3 others with some differences. The distribution for those clustered pathways can be observed in Figure 7.  
The first cluster is composed by the \"Rash\", \"Diarhea\" and \"Body temperature change problem\" pathways and it follows, more or less, the general trend: decreases until March, raises until June, decreases in July, keeping steady until September an slowly increasing until December (except \"Diarhea\" that decreases from October to December). \"Cough\" and \"Nausea and vomiting problems\" compose the second cluster and show a somehow similar behaviour over the year (top-right): the number of calls drops until August, then the first raises until December while the second has the highest value in October slowly decreasing until December. The third cluster (bottom-left) is composed of four pathways: \"Abdominal pain\", \"Chest pain\", \"Cropharynx problem\" and \"Urinary problem\" and has the following trend: starting from January the values drop until March, raise until April, decreases until July and stays steady until December. Finally, \"Flu syndrome\" composes the fourth cluster (bottom-right): it has a huge peak in January (with almost 45% of the calls) and drops to 2.5% in April reaching almost 0% in August, starting to raise slowly until November and having a steep raise in December. Finally, a study of the distributions of referrals (self-care, primary care unit, emergency room, INEM, others) per pathway was also made. Figure 8 presents the results for all pathways. \"Chest pain\", \"Blood pressure problem\" and \"Fainting or lipothymia problems\" (not considering \"Emergency\") are the pathways with higher percentage of INEM referral with values around 25% of the calls, while \"Vaccination reaction problem\", \"Body temperature change problem\", \"Nasal problem\", \"Flu syndrome\" and \"Diarhea\" (not considering \"Asymptomatic contact tracing\") are the ones with higher percentage of self-care referral, with percentages between around 60% and 75%. Figure 4.0 Distribution of calls per age for the 10 most frequent pathways (clustered by similarity over time). Figure 9 further presents the same analysis but for the 10 most common pathways, arranging them by the percentage of selfcare referral: \"Body temperature change\", \"Diarrhea\" and \"Flu syndrome\" have percentages higher than 50%; \"Cough\", \"Oropharynx problems\" and \"Nausea and vomiting problems\" have percentages higher than 30% and lower than 50%; \"Abdominal pain\" and \"Rash\" have a similar selfcare of around 23%; \"Chest pain\" and \"Urinary problems\" have selfcare percentages lower than 10%. On the other end, around 28% of \"Chest pain\" are referred to INEM and around 60% of \"Abdominal pain\" and 50% of \"Urinary problems\" and \"Chest pain\" calls are referred to the emergency room. Figure 4.1 Distribution of referrals per pathway.