MUHC disconnecting phone line for blood tests, other appointments

The McGill University Health Centre (MUHC) main entrance is seen in Montreal on Nov. 7, 2014. (THE CANADIAN PRESS/Ryan Remiorz)

The McGill University Health Centre (MUHC) says it is discontinuing its Clic Santé telephone line as part of a “broader effort” to improve access to appointments.

“Due to high demand of appointments at the test centre, users sometimes had to wait on the phone without any guarantee of securing a booking,” the hospital explains.

Starting Friday, May 1, patients seeking to make an appointment will be encouraged to do so on the Clic Santé website.

The hospital acknowledges that the shift to a digital platform could be difficult for some patients, particularly seniors who feel “more comfortable using the telephone.”

“To support these individuals, alternative measures are in place, including working with ambulatory clinics on assisting these patients,” the MUHC said. “[As well as] managing long-term follow-ups, redirecting patients to services close to their homes, such as local community services centres (CLSC) and local points of service (LPS), support from family members, and the continued availability of different appointment options adapted to patients’ clinical needs.”

The hospital notes that “any financial savings associated with this change are expected to be marginal.”

“The main objective is to reduce overall delays in accessing care,” the MUHC said.

It adds that it plans to redirect employees previously dedicated to phone support to other administrative services.

The hospital concludes that the change, which will inevitably undergo an adjustment period, is intended to reduce overall wait times, “benefiting all patients, including the most vulnerable.”

“We are committed to supporting those affected throughout this time,” it said. “Our priority remains the health and safety of all our patients.”

‘Easier to see Céline Dion’

Patients are already worried about the digital shift and what that could mean to their access to care, according to Pierre Hurteau, chair of the MUHC Users’ Committee.

“This is traumatizing for patients, and I have to say it bluntly: it’s already hell for patients with Clic Santé,” he said. “A lot of patients don’t have internet access, so it’s difficult for them, and if you have access, you go on the site, everything is full for the whole month.”

Hurteau equates trying to get an appointment on Clic Santé with winning the lottery.

“I did it myself yesterday. I couldn’t access the month of May. I tried it this morning, it’s full,” he said. “I think it’s easier to go and have a ticket to see Céline Dion in Paris, it’s the same kind of lottery.”

He adds that the patients’ committee was not consulted, and the only explanation he was given was “budget cuts.”

“If I can’t get an appointment now, I can’t call anymore, so what am I to do?” Hurteau asked. “We’ve already received complaints from patients. Patients are worried.”