Medical institutions are outraged by the population: they are ringing all the bells and there is no response

No response

The reader Regina (the real name is known to the editorial board) applied to the news portal “Your Panevėžys”. He said that he had not been able to call the reception of the Panevėžys Municipal Polyclinic for several days.

“I’ve been trying to call for four days.” Nobody answers and a novelty has come up since the new year: a robot that says “we will call you back”, but it has been a week since I called myself or received a call of them, “wrote the reader in the letter.

The woman also revealed that after so much effort to call, she went to the outpatient clinic herself. She thought she could register, but no one admitted her to the medical institution. So I had to turn around without picking up anything.

The story was denied

Karol Valantin, head of the city’s polyclinic, denied this to the JP news portal and assured that if the call fails, patients will definitely receive a new call.

“We now have a call center that helps capture missed calls if we were unable to respond at the time. Definitely 100 percent. “We call everyone, but we must be patient,” he said.

Request – wait

After contacting Rasa Kokaliene, the polyclinic’s reception manager, she stated that the reception staff are currently working at full capacity.

“Mondays at the reception are always catastrophic. Everybody asks for newsletters, especially now that kindergarten and elementary school kids aren’t going to school, so parents have to stay home. I really admit that these two The days after the New Year are endlessly busy, it is no longer physically possible to keep up.

Here and now, it’s only 12 o’clock, lunch, and already on the table are 8 missed call sheets. I don’t even know how many there were yesterday. In fact, we are very sorry for the people, but we do our best. We would very much like to ask those who want to prescribe medications not to call on Mondays, but to wait on Tuesday or Wednesday, because the first day of the week is always the most productive, ”R. Kokalienė opened.

When you hear the robot, they hang up

The receptionist also explained that callers often complicate their work, because when they call and hear the voice of the robot, they simply drop the call without pressing 1-2-3, which helps to record the problem you are calling.

“If people call at least the number they are calling, then it would be easier for us to catch up on what is being called and we could call back faster,” he said.

I did not receive a call

However, although the polyclinic assured that all patients would be returned, we contacted Regina again, who wrote the letter and asked if the receptionist had called her a week later.

“No, I have not received a call from them yet. I stopped calling myself. Apparently, we are just waiting for us to die here without the help of the doctors,” he became angry.

He avoided drinking coffee

Another JP news portal reader, Vaida (the real name is known to the editorial board), is a MediCA klinika patient. She also assured that she had tried to call the clinic for a few days, but without receiving an answer, she decided to go herself.

“The situation is that my uncle needed medical services. He called several times, nobody answered. Then I called. There is no answer either. Finally, when I went to the clinic, I knocked on the door because it was closed. I saw the receptionists sitting and drinking coffee, but I didn’t open the door. Angry, I started banging on the door furiously. Probably, I hated it, I opened it, but I was very uncomfortable. I felt as if I had prevented them from having coffee, “wrote the reader.

An internal investigation was conducted

For his part, Edgaras Balaika, responsible for Quality and Efficiency of the MediCA Clinic, assured that an internal investigation was carried out in the clinic at the request of the JP news portal.

“In the last December 2020. Days and the first days of 2021. January. It is possible that several days you have not been able to contact the clinic for the first time by phone due to a sharp increase in patient call traffic. inspection found that all patients who did not call the clinical unit but opted for the callback function were returned and provided the desired services. We note that clinic patients can also register for a medical consultation online “, E. Balaika said.

Extreme solutions

According to the Head of Quality and Operational Efficiency, during the announced quarantine, the clinic carries out its activities in accordance with the Emergency Management and Scheduled Renewal and Provision of Outpatient Personal Health Services.

“In order to ensure effective infection control and proper separation of patient flows, patients requiring a direct contact medical examination are admitted to the clinic one by one and only after prior registration. It should be noted that all patients, at the time of registration and upon arrival at the clinic, are warned about the restrictions applicable to access to the medical institution, patients are requested to arrive no earlier than 10 minutes. until the scheduled visit. When the patient arrives at the door of the clinic, the employee on duty, after verifying the purpose for which the patient arrived, brings him into the premises, performs other necessary actions: checks the temperature, issues a disposable medical mask, disinfects the hands etc.

Sorry for the incident

“We regret the situation and we apologize to the patient for any unpleasant experience. We observe the complaints of all patients in a responsible manner so that we can look for ways to solve problems and improve in the future,” lamented a representative of the MediCA Clinic.