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Speaking to tv3.lt, Giedrė (name changed – aut. Past) is a disappointed healthcare system. She says she has been trying to register her son with a pediatric cardiologist for three months, but to no avail: there are no vacancies on the online registration pages, and when she tries to call the polyclinic, no one answers.
“The doctor said the boy had a heart goat, a year to visit. A child over a year old has to go and I don’t know how. (…) No one is speaking. You try to make a call, you reject the phone, ”Giedrė tells the portal.
The woman who was trying to find a specialist in the consultative polyclinic of the Klaipėda Children’s Hospital assures that lately the behavior of the institution begins to seem even more malicious: “I went to Karoso street (where the polyclinic is located – Aut. Past). The reception is two meters away, but they told me there: call. When I call, I don’t go out to call. Is that possible? “
However, this outpatient clinic is not the only one with difficult access. According to Giedrė, she faces the exact same situation at other medical institutions when trying to register her next child for annual exams.
Similar problems crop up for his elderly grandmother, who has also been trying to see a cardiologist for some time.
“I have another son who went to the only specialist this year: a dentist. Already in December, he needs all the specialists to go: cardiologists, ophthalmologists, etc., but I cannot accept a single coupon, neither one nor the other child. (. ..)
My mother is calling, my grandmother needs to visit a cardiologist, there are no places anywhere ”, the woman does not hide her frustration.
Hospital officials say they are aware of the problem
After contacting the Klaipeda Children’s Hospital, we received a response that lately there have been real problems with the calls and the availability of the consultation polyclinic.
As a reason, Diana Vaitkevičiūt chief, deputy chief physician of the hospital, provides a large number of regions served and a sharp increase in the number of phone calls.
“On average, around 10,000 people visit the polyclinic per month. patients. With the end of the quarantine and the resumption of scheduled services, the number of callers has increased significantly.
In addition, in the morning hours or the first day after the weekend, there are a greater number of telephone calls on holidays, so it takes time to call the reception of the polyclinic, “wrote a representative of the Children’s Hospital in his response. Klaipėda.
According to D. Vaitkevičiūtė, the hospital is currently acquiring a call center service that will allow it to respond more efficiently to patient calls.
According to the representative of the Klaipėda Children’s Hospital, this service “will allow to record all incoming calls, inform about waiting time, possibility to manage call queues, which will help patients to call more easily.”
D. Vaitkevičiūtė also states that information about pediatricians and their availability is constantly updated both on the hospital’s website and on social media.
“Information on when you will be registering with specialists for October-November was posted on the Klaipėda Children’s Hospital website and on your Facebook account,” replied the Klaipėda Children’s Hospital.
In addition, it is reported that the patient can register for consultation with a pediatric cardiologist at this medical institution on the E.health portal in the pre-patient registration system (IPR IS).
State health insurance funds also seek solutions to the problem
Klaipėda Giedrė is certainly not the only one still facing the problem of not calling polyclinics and other medical institutions, and Klaipėda Children’s Hospital is not the only one considering buying a call center service.
In August, people from several Lithuanian cities complained en masse of difficulties in trying to register with some of the country’s medical institutions. Afterwards, representatives of the Santara Clinics of the Vilnius University Hospital also spoke about optimizing call reception by purchasing a dedicated call center service.
It is also expected that the problem of access to doctors will be resolved by the State Health Insurance Fund under the Ministry of Health (VLK), which announced in early September changes in the procedure for the provision of health services that they will go into effect next year.
The news portal tv3.lt wrote about these innovations. The basic idea is that patients can receive health care in any health center that has a contract with a territorial health insurance fund (ICD).
As announced in the reports distributed by VLK at the time, this should significantly improve the availability of health care services received and the physicians who provide them.
“For example, a patient covered by compulsory health insurance living in Vilnius receives a referral for a consultation with a specialist. The patient learns that these services will have to wait 25 days at the nearest polyclinic, but at the Šiauliai medical institution, which he intends to go to in a week, there are no queues at the same specialist, so he registers there .
Therefore, the patient will receive the required service faster, which means that, if necessary, treatment will start faster, “said VLK Director Gintaras Kacevičius.
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