Delays in new online service confuse health care bookings

Delays in launching a new electronic service have caused confusion over appointments at public health centres, while a telephone information centre has reduced unnecessary visits, Ragnheiður Ósk Erlendsdóttir, director of nursing at the Capital Region Health Care Service, told mbl.is.

Her comments followed criticism from Oddur Steinarsson, director of the Kirkjusandur Health Care Centre and vice-chair of the Icelandic Medical Association, who questioned the public health service’s appointment system. He also asked whether nurses handling phone calls and online chats could be put to better use in direct patient care.

Ragnheiður said the health care information centre played an important role and that feedback surveys showed high satisfaction with its work. The service had significantly reduced unnecessary visits to health centres, she said, adding that clinics had previously been filled with such appointments.

Under a planned system for sorting requests, cases will be divided into two main groups: urgent matters requiring attention within 24 hours and less urgent requests. People will call 1700, where nurses will assess their needs and offer advice. Ragnheiður said phone advice was sufficient in 60 per cent of cases. In the other 40 per cent, people would be booked directly at a health centre or emergency department for further assessment.

Ragnheiður said she regretted that people had experienced confusion when trying to book appointments and that the service wanted to use feedback to improve. A new electronic service intended to simplify the receipt and sorting of requests has not launched on schedule. It was first due to open in May, then June and later September, she said.

The service, which is expected to be available through Ísland.is, will let people describe their needs online. Nurses will review submissions and assess whether a person needs help from a doctor, physiotherapist, psychologist or social worker.

Demand for health care services has exceeded supply for years, Ragnheiður said, particularly because of a shortage of doctors.