Delays in new digital service confuse clinic bookings

Delays in launching a new digital service have caused confusion over appointment bookings at Iceland’s public primary care clinics, Ragnheiður Ósk Erlendsdóttir, executive director of nursing at the Capital Area Primary Health Care service, told mbl.is.

She said the primary care information centre had significantly reduced unnecessary visits to clinics. The comments followed criticism from Odds Steinarsson, manager of the Kirkjusandur Health Centre and vice-chair of the Icelandic Medical Association, who questioned whether nurses handling calls and online chats could be put to better use in direct patient care.

Ragnheiður said the information centre had an important role and that feedback surveys showed high satisfaction with its work. Before it was established, she said, clinic shifts were often filled with unnecessary visits. Now, nurses who answer calls to 1700 assess patients’ needs and offer advice. In 60% of cases, that advice is sufficient, she said. In the remaining cases, patients are booked directly at a primary care clinic or an emergency department.

The health service is also working on a system to divide incoming requests into two main categories: urgent cases that need to be addressed within 24 hours and less urgent requests.

mbl.is recently reported on a mother who struggled to book an appointment with a family doctor for her seven-year-old son. She waited half an hour in an online chat, could not book through Heilsuvera and was unable to reach the clinic by phone. Ragnheiður said she regretted that people experienced such confusion and that the service wanted to use feedback to improve.

A new digital service, which is intended to simplify the receipt and sorting of requests, was due to launch in May, then June and later September. It has still not opened, Ragnheiður said. The service, expected to be available through Ísland.is, will allow people to describe their needs online. Nurses will review requests and assess whether patients need a doctor, physiotherapist, psychologist or social worker.

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