Phone medical care was promoted during the pandemic to conduct pre-screenings for coronavirus cases and provide information about the disease. It subsequently became established as a useful tool to expedite consultations that did not require in-person visits and to relieve congestion in overcrowded health centres. However, in recent weeks, some patients have encountered difficulties requesting a telephone appointment through the Ministry of Health’s app, GVA SALUT+, as this option is not available in some health centres, leaving only an in-person choice.
The regional government explains that this is because telephone consultations may experience “long delays” due to congestion, but denies that this option has been eliminated in any health area. In cases where telephone appointments are not available on the app, patients who wish to be seen by their primary care physician by phone must request it directly from the admission staff at their reference health centre, according to healthcare professionals consulted by this newspaper.
Medical sources explain that in some health centres, telephone appointments have been restricted to certain professionals due to their widespread use and the “frequent” lack of response from some patients when the doctor called. This situation especially affects people who study or work outside their city of origin and cannot attend their health centre in person.
Affected People
“I always made a telephone appointment with my doctor. For example, the other day I had a urinary tract infection, and although I was treated at another emergency room, I usually followed up with my doctor so she could prescribe more medication if necessary,” explains O.P., a patient who has been unable to access this option for at least three weeks.
A similar case is that of V.F., who lives outside his city and needed to process a medical leave after suffering a severe blow that landed him in the emergency room. “I had to go to my health centre in person for the appointment with my doctor,” he notes. Despite these testimonies, the Regional Ministry of Health insists that telephone consultations are still available at all health centres and attributes the incidents to “specific technical adjustments to the schedules.” Furthermore, they emphasise that they consider this resource “very valuable” and that they do not intend to eliminate it.
Differences between in-person and telephone appointments
Regarding the time difference between in-person and telephone appointments, a notable difference can be observed at some health centres in the province. At the San Blas health centre in Alicante, in-person appointments are available same day with several times to choose from, while telephone appointments are delayed by two weeks.
At the Plaza América health centre, also in Alicante, the telephone option with some professionals does not offer appointments, and at the I de Villena health centre, it is not even available. In Elche, at the Doctor Alberto García auxiliary office, appointments by phone are delayed by almost two weeks.
In-Person
It’s worth remembering that the Ministry of Health has prioritised in-person care over telephone calls in the provinces of Alicante, Valencia, and Castellón in the last month, as part of the new scheduling model implemented by the Directorate General of Primary Care. According to doctors consulted, the new schedules limited telephone consultations to a maximum of six per day, which has significantly reduced their availability.
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