HMC's Urgent Consultation Services Transform Access To Healthcare

Doha, Qatar: The urgent consultation services at Hamad Medical Corporation (HMC) have evolved significantly over the years, becoming an integral part of healthcare services and positively impacting patient outcomes.

The Urgent Consultation Center, which provides these services, was established on March 29, 2020, and has handled over 800,000 calls in the past five years.

In an interview with The Peninsula, Dr. Khalid Al Rumaihi, Lead of the Urgent Consultation Center and Head of Urology at HMC, said that the urgent consultation services have significantly improved patient outcomes by ensuring faster access to care, reducing Emergency Department (ED) wait times, and facilitating smoother prescription refills.

Dr. Al Rumaihi also provided insights into the growth and transformation of the Center's services.“HMC's urgent consultation services were launched during the COVID-19 pandemic to ensure uninterrupted medical access for non-life-threatening cases. Over time, these services have evolved to meet the changing needs of patients, expanding their offerings, integrating specialised medical teams, and optimising operational efficiency,” said Dr. Al Rumaihi.

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“By adapting to the post-pandemic 'New Normal,' urgent consultation services have now become a standard healthcare service, with modified working hours and a streamlined approach.”

According to Dr. Al Rumaihi, urgent consultation services have become an essential component of HMC's healthcare system. The services have been adapted by aligning working hours with outpatient operations, incorporating electronic records for seamless tracking, and enhancing referral pathways for smooth transitions between the Urgent Consultation Center, outpatient clinics, and emergency departments.

Currently, the urgent consultation services cover 14 specialities including Urology, General Medicine, Cardiology, Geriatric Medicine, Pain Management, Neurology, Dermatology, ENT, Obstetrics & Gynecology, Pediatrics, Vascular Surgery, Neurosurgery, Oncology/Hematology and Dietetics. Among these, there is particularly high demand for General Medicine, Geriatrics, Neurology, and Cardiology. In February alone, the urgent consultation service received 12,616 calls.

“Urgent consultation services have reduced Emergency Department (ED) congestion by managing non-emergency cases remotely, improved chronic disease management through timely medication refills and remote monitoring, provided faster access to specialist advice, and increased patient satisfaction by resolving many issues remotely, thus minimising unnecessary hospital visits,” said Dr. Al Rumaihi.

While urgent consultation services are not intended to replace regular follow-up appointments at outpatient clinics, they play a crucial role in addressing urgent medical needs between scheduled visits.

The service ensures patients receive prompt medical advice, prescription refills, test results, and appropriate referrals to outpatient clinics, the Primary Health Care Corporation, or the ED, all without unnecessary delays.

“We urge patients to use the service appropriately. Urgent consultation is for non-life-threatening conditions. For emergencies, patients should still visit the ED. Patients should also have their medical details ready, as clear past medical history and symptoms will help doctors provide quicker assistance. Following medical advice and timely follow-up is crucial, especially if a patient is referred to a clinic or the ED,” advised Dr. Al Rumaihi.

The urgent consultation service boasts a 97% response rate, reflecting its high level of accessibility. Patient satisfaction surveys show appreciation for the ease of access and effectiveness of teleconsultations.

“Urgent consultation services provide faster access to care through same-day consultations, reducing the need for in-person visits. This, in turn, leads to shorter ED wait times, as non-urgent cases are handled by the Urgent Consultation Center. Specialist utilisation becomes more efficient, allowing for better allocation of hospital resources. Additionally, prescription fulfilment is streamlined, ensuring patients receive necessary medications without delays,” said Dr. Al Rumaihi.

The Urgent Consultation Center operates from 8am to 3pm, Sunday through Thursday. Patients can access the service by calling the unified health sector hotline at 16000 and selecting option 3 for urgent medical consultations with HMC.

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