Implementation of patients' rights in the state of the COVID-19 epidemic – providing online consultation (primary medical care) in the light of signals received by the Patient Ombudsman

Abstract

A specific situation related to the COVID-19 pandemic had a significant impact on the functioning of the healthcare system. It was necessary to guarantee both the safety of entities participating in the process of providing health services, as well as the implementation of patients' rights in terms of availability and continuity of health services.
The study aims to identify and classify the most frequent problems related to the provision of online consultation in primary medical care in a specific epidemic situation. The analysis was carried out based on signals reported to the Patient Ombudsman.
To sum up, the subject of the difficulties reported by patients changed during the state of the epidemic. It could be distinguished not only problems characteristic for above form of provision of health services but also systemic obstacles. The main issue was the availability of health care services, which are appropriate for the patient's health needs. Over time the problems also related to the quality of online consultation and using this form of service to take care of the patient over an extended period.