The Quebec government has just discreetly launched a digital version of the first-line access window (GAP) intended for people without a family doctor. This new website invites orphan patients to complete a questionnaire in order to direct them to “relevant health services”. However, the treatments offered remain limited for the moment.
The digital GAP (gap.soinsvirtuels.gouv.qc.ca) does not directly offer appointments with a family doctor or health professional. Instead, the platform recommends the orphan patient to contact the GAP telephone line when a medical consultation is necessary.
Patients must answer a short questionnaire before being referred to another resource: they indicate their need and, depending on the situation, their status (registered with a family doctor, a group of family doctors, at the access to a family or non-registered doctor).
The site currently provides seven scenarios: request for information on a drug or prescription renewal; completion of a form by a doctor; sampling required; consultation for pregnancy, infertility, termination of pregnancy or contraception; screening for a sexually transmitted and blood-borne infection; need for a vaccine; support for mental health issues; and consultation for flu, cold, COVID-19 or gastroenteritis symptoms.
An eighth category, titled “Get another service,” exists, but leads to this answer: “Several other services will be added over time. »
According to the Ministry of Health and Social Services (MSSS), the digital GAP is a “complementary means” to find the “right care, at the right time, by the right professional”. The platform is “scalable”, they say. “The services that are found there at the moment come from the experience of the GAPs in recent months, therefore from the questions that are frequently raised to them,” we specify in an email.
The MSSS says it hopes that “the digital component of the GAP will help reduce waiting times for telephone service, because many people were calling to obtain general information”.
The DD Ariane Murray, head of the Regional Department of General Medicine in Montreal and responsible for the deployment of GAPs in the metropolis, welcomes this government initiative. She says the volume of calls “has increased significantly” over the past few weeks, which “puts pressure on the teams.” However, the offer of medical appointments is sufficient, she continues.
Win time
According to the DD Murray, this new platform will save the patient time. The digital GAP directs the patient to a community pharmacist when they want to get a prescription refill for the first time. “You will save the 10 minutes [d’attente à la ligne du GAP] “, she says.
People in need of “support” for a mental health problem will also avoid a call. The digital GAP advises those who wish to “get urgent help immediately” to contact, depending on their situation, Info-Social 811, the 911 emergency service (if immediate assistance is required) or the suicide 1 866 CALL (if suicidal thoughts are present).
According to the MSSS, it is now easier to contact the GAP in your region. The 811 now provides access to three services: Info-Santé (option 1), Info-Social (option 2) and the front-line access counter (option 3). Telephone transfers are also possible between the lines, adds the DD Murray.
The GAP has experienced operational problems in some regions in recent weeks. The duty reported in August the testimony of a lady who had waited four hours on the telephone line of the GAP de l’Estrie without managing to speak to anyone.
As of September 8, 80 territories out of 92 were served by a so-called “functional” GAP. The Minister of Health, Christian Dubé, had promised that they would all be by the 1er september ; the deadline has since been postponed to 1er october.