The demand for care is increasing due to, among other things, an ageing population and, related to this, the number of patients with chronic conditions. The shortage of GPs in the Netherlands will further increase in the coming years. By 2023, several regions are expected to have too few GPs. So fewer and fewer GPs to provide more and more complex care. Although this challenge does not seem very prominent at the moment, some GPs are already sounding the alarm.
The seaside town of Ouddorp on Goeree-Overflakkee has about 9,000 residents, but during a good tourist season, that sometimes adds up to 40,000 temporary residents. And then there are the many day trippers who report to GP practice Kop van 't Eiland with a wasp sting or sprained ankle. In 2020, another unpredictable factor was added; corona.
GP sounded the alarm
All sorts of possible problems due to corona and possibly a high season with 40,000 tourists needing medical care. GP Paul Albert from Ouddorp wondered whether his practice could cope and sounded the alarm.
"Busyness is always very variable with us and therefore difficult to plan for," said GP Paul Albert. "At the beginning of the corona pandemic, nobody had any idea what next year was going to bring, neither in terms of crowds nor staff sickness. So we didn't know whether we would be able to cope with the many tourists that year, without the care for our own patients suffering. We were already at our limit."
Our approach
Albert and his colleagues voiced their concerns at health insurer CZ, the safety region, but also campsite owners in the area. By sharing with them that they might not be able to cope with the care that year, they were able to participate actively. Health insurer CZ referred to the possibility of using an online service and linked the GP to Medicinfo.
After a few brainstorming sessions, all parties agreed that the Medicoo service (previously deployed for people without a GP in Zeeland) could also be a solution to the impending overload of GP practices in Ouddorp. Medicoo allows people to receive care remotely from a medical contact centre combined with an app. This service was originally developed for patients who do not have their own GP, often because the GP practice in their area is full. Through the app, they can contact a BIG-registered nurse at Medicinfo's medical contact centre, who can refer them for an image call consultation with a GP, possibly followed by a physical appointment.
In use within one month
Medicinfo ensured that the service could be commissioned and the pilot started within a month. This immediately presented the first issue: how do we inform tourists that they need to download an app before calling the GP? A lot of people go on holiday in Ouddorp every year. They know their way there, so if there is anything, they call the practice or stand in front of the counter. An information campaign was developed together with CZ. All camping owners were informed about Medicoo, the VVV was informed, pamphlets were hung on the windows of the practice with 'Download the app' and leaflets were available. The first week, there was still confusion among patients and even in-house staff. Nevertheless, it soon became normal.
Result: half fewer calls
The pilot was a great success and was therefore extended beyond the autumn holidays. Paul Albert: "We had a good manageable tourist season. Most people managed to download and use the app. The number of calls to the practice dropped by a whopping 50%, therefore we also got fewer calls. We were extremely satisfied so we are happy to maintain the service to fine-tune it further and evaluate it again."
User comments Medicoo:
"Fast and good service especially when on holiday. Better than calling a strange GP and not being called until the end of the afternoon."
"Despite the distance, a nice and personal approach."
Evaluation
After a successful first deployment, it was decided to continue the service in Ouddorp. In a follow-up project, the service will be further developed. This includes looking at expanding accessibility for non-native speakers such as Germans. And payment by foreign tourists will be scrutinised.
Given the uncertainties surrounding corona, Medicoo is an interesting service to support GPs. There are some regions that are struggling to attract enough GPs. Then this solution is a very personal addition.
