The new Infosalut Connecta call centre dealt with 80,375 calls in July, the first month since it was put into service. Most of these, 55,480, were calls related to consultations and appointment requests, while 24,018 were related to COVID-19 and vaccination. Of the total, 30% were resolved directly without the need for an appointment, thus meeting two of the objectives: to reduce bureaucracy and improve access to primary care.
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Infosalut Connecta is new health information, management and appointment service designed to facilitate procedures not only for users of the Health Service but also for tourists and travellers. The contact telephone number is 971 220 000 and the opening hours are from 7.00 to 21.00 from Monday to Saturday and from 8.00 to 21.00 on Sundays and public holidays.
Users can call Infosalut Connecta for the following purposes:
-To request, confirm or cancel an appointment (face-to-face or telephone) with a primary care health professional. They can also request general information about services and about health centres and basic health units.
-Make queries and administrative procedures: individual health card, electronic prescription, COVID Digital certificate of the European Union, incidents related to temporary incapacity leave, reports, etc.
-Obtain general information and support in the management of procedures related to scheduled health transport.
-In the case of tourists and people travelling to the Balearic Islands, obtain general information on health care and seek support in the management of procedures. For example, tourists who have doubts about where they should go to receive health care, people who come to work in the Balearic Islands and need to register in the system, etc., can call.
The main objective of Infosalut Connecta is to improve access to primary care by restructuring the appointment circuits in order to redirect each user and offer them the most appropriate resource for the query they have raised.
Since 1 July, when the new system went into service after a three-month testing period, thirty-one of Mallorca’s forty-six health centres have already been integrated into Infosalut Connecta. By mid-September, all the island’s health centres are expected to be integrated. In the second phase, starting in October, it will be the turn of the centres on Menorca, Ibiza and Formentera.
Until it was implemented, 80% of primary care appointments were managed at the health centres, either by telephone or in person. The aim, therefore, is to reverse this situation, so that Infosalut Connecta can take on this function to enable more efficient management of demand and reduce waiting times. It is worth remembering that primary care centres handle ten million consultations a year: four and a half million for family medicine, another four and a half million for nursing and seven hundred and fifty thousand for paediatrics.
Infosalut Connecta is staffed by one hundred and twenty-two professionals (covering seventy-five jobs) trained as health emergency technicians. The telephone service is offered in four languages: Catalan, Spanish, English and German.