The effectiveness of the front-line access counter for patients without a family doctor varies from one region to another and, nearly a year after it was implemented in several sectors, the Ministry of Health and Social Services wants to harmonize practices.
In Gaspésie, for example, the implementation of the front-line access counter (GAP) had to be adjusted due to the lack of manpower in recent months.
“It was more in the spring and last summer that it was more difficult. During the fall, we put in place more concrete job postings,” explained the project manager for the deployment of the GAP at the CISSS de la Gaspésie, Vincent Tremblay.
In Quebec, more than 92% of counter requests are assessed within 36 hours. In the Gaspésie health network, 68.3% of requests are processed within this time.
“It is sure that we had a lot of catch-up already for lack of personnel. We had several calls that we couldn’t answer in real time. […] We have a large number of calls each week which surprised us. I would tell you that it varies between 170 and 200 calls each week,” added Mr. Tremblay.
Differences exist between regions. The Ministère de la Santé et des Services sociaux has mandated a team to paint a portrait of practices and make recommendations to improve the service of the front-line access counter.
“It is essential that we have the answer. This answer is useful for users. But beyond that, you have to do an evaluation after a year, I think it’s essential. We have to see if it really unclogs the system. And beyond that, doctors must be able to leave room for care, ”said the director general of the Provincial Regrouping of User Committees, Sylvie Tremblay.
“It’s not bad, maybe it’ll give ideas where it’s going well for others. Once again, we must reduce the number of outpatients who do not need to be seen in an emergency to no longer go to the emergency room, “said the president of the Council for the protection of the sick, Paul Brunett.
For citizens without a family doctor, the resource provides certain answers.
“It’s a good deal for people to have a quick response, that pharmacists and nurses are there to unclog the system, it’s a good thing,” said the leader of the Provincial Committees Group. users.
In the Gaspé, health authorities are working to improve GAP services.
“To improve GAP services, we are currently always maximizing partnerships with our doctors to establish more time slots,” explained the project manager for the deployment of GAP at the CISSS de la Gaspésie.
According to the department, additional resources are being considered in certain regions, since demand is higher than anticipated.