2023-10-23 04:00:00
Since its deployment across Quebec a year ago, more than 1.5 million calls have been made to the Front Line Access Desk, which will soon be improved, among other things, in order to be able to consult for more than one health problem at a time, our Parliamentary Office learned.
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This is one of the main recommendations that the Minister of Health, Christian Dubé, decided to retain at the end of a vast consultation led, as a consultant, by the former CEO of the CIUSSS de la Capitale- National, Michel Delamarre.
The latter will also present the fruit of his work, including The newspaper obtained the broad outlines (see table), alongside Minister Dubé, Monday in Montreal.
A success, despite the criticism
Launched first in Bas-Saint-Laurent in the spring of 2022, then extended to all regions of the province in September 2022, the First Line Access Center (GAP) allows people without a family doctor to obtain, by dialing 811, option 3, a medical appointment, advice on treatment or a referral to a professional.
The GAP experienced some hiccups, especially in its early days, and was often the subject of criticism, often due to long wait times on the phone or few appointments offered.
A year after its implementation, there are now 5,000 to 7,000 calls coming in every day. In the eyes of Minister Dubé, this key element of his plan to rebuild the health network is a success that meets the objective of improving access to care while contributing to the relief of emergency room congestion. The challenge now: improve access… to the access counter.
Consultation
It is with this in mind that Mr. Dubé entrusted Mr. Delamarre with the mandate to tour the GAPs, in all regions, to see what is working well and what can be improved.
From October 2022 to the end of June 2023, 22 establishments were visited and nearly a thousand people (employees, doctors, managers, users) were met.
“The goal of the process was really to make observations, identify avenues for improvement and then recommendations as part of a continuous improvement process,” explained Mr. Delamarre in an interview.
The former CEO of the CIUSSS de la Capitale-Nationale Michel Delamarre, to whom the Minister of Health Christian Dubé had entrusted the task of touring the access counters to the first line.
Photo Marc-André Gagnon
Among the proposed improvements, there is the introduction of telephone callback, in order to avoid being put on hold during the call, and the improvement of the service offering, which, in this case, risks pose a “labor challenge,” recognizes Mr. Delamarre.
In general, “it’s a great added value, this access mechanism, for the population without a family doctor,” considers Mr. Delamarre.
Since its implementation, more than $70 million has been invested by the Quebec government in the Front Line Access Counter.
Front line access counter (GAP)
Top 3 positive findings
- A single entry point for Quebecers without a family doctor, who would otherwise have to knock on a thousand and one doors
- A real alternative to the emergency: people call rather than go to the emergency
- Support from the right professional, at the right time
Top 3 recommended improvements
- Increase the service offering with extended call hours and more appointment slots available with professionals
- Establish telephone callbacks to prevent people from being on hold for too long
- Allow patients to discuss multiple health concerns during a single appointment
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