The new health management tool of the Government generates discomfort: "It is impossible to make an appointment"

PalmaUsers of the health system have expressed their discontent due to difficulties in requesting an appointment through the Government's new health management application, Espai Salut, which has been in operation since March. According to their complaints, in many cases it is impossible to obtain an appointment using the digital tool, a situation that is generating frustration and a growing sense of system overload. The problem is exacerbated by the collapse of the telephone service: users report having tried to contact Infosalut Connecta to manage an appointment without receiving a response or with long waits. In this regard, they denounce the lack of efficient alternatives to access healthcare, which they describe as a bottleneck. "It is impossible to request an appointment either through the App or by phone. We have gone back 20 years, because we have to go to the Health Center to request an appointment. When I went there was a queue," assures one user.

Many remember that the previous prior appointment system was much more practical and accessible. "The prior appointment application worked very well and you have replaced it with Espai Salut, which does not work well at all and causes digital problems and discomfort to users. Until recently, complaints could be registered at the PAC and now we have to go to the registry. You do not make life easier for citizens, "it is stated in a complaint addressed to IB-Salut to which ARA Balears has had access.

Central core of health information

The new platform incorporates more advanced functionalities and manages sensitive health information, which requires the application of stricter security protocols. IB-Salut admits that the tool is still in an initial phase. “It is a tool that was launched in March and is still in a trial phase”, explain sources from the health organization. They also point out that this is a first phase of implementation, with functionalities that will be expanded and improved in the coming months as the application is updated.

Along these lines, they emphasize that the deployment will be progressive. As was explained in the presentation, the platform is conceived as the citizen's entry point to the health system, but not all functionalities are yet available. They also acknowledge that usage difficulties may arise among the population, especially for people with less digital dexterity, and recall that the system must apply high levels of security due to handling sensitive health data.

The organization insists that it cannot be compared to the previous system: “Espai Salut is much more ambitious”, and they recall that the previous tool “was an institutional application to give advance appointments to both patients and other administration services”. In addition to appointment management, the new tool includes other attributions: “In Espai Salut there is the entire clinical history and data that require maximum protection. Requesting an appointment is the simplest and least novel thing it does: you can also access the health card and prescriptions”.

Protection of confidential data

Regarding the access requirements, it is highlighted that they respond to superior regulations: “The permanent Key system responds to European directives and regional regulations, and must be applied because it concerns confidential health data. It may be more or less complex for certain groups, such as the elderly, but accessibility can be improved and the Key can be requested at health centers,” defends IB-Salut.

Finally, it is recalled that the implementation of the new tool does not eliminate traditional channels: “The fact that a new tool is launched does not mean that others disappear. You can still request an appointment through Infosalut Connecta or in person at health centers.” Nevertheless, logic suggests that, with the same staff resources, if more people call Infosalut, the service can become overwhelmed, as has been observed.