An information line to help patients with chronic diseases was launched in mid-April. The helpline was set up by the National Patients' Organisation, with the support of VIVACOM, and will help patients every working day from 9.00 to 18.00. By calling 0800 14 515 patients with chronic diseases have the opportunity to receive information from specialists in endocrinology, cardiology, oncology, infectious diseases, etc. On 0800 14 515 patients can also contact a psychologist to discuss their anxiety or concerns in the state of emergency.
The supervisor of the support provided is Alexander Milanov, a participant in the project Initiative for building the future generation of civic leaders, funded by the EEA Active Citizens Fund, who is also a social worker and provides social support to patients in poverty and isolation.
"Thanks to the partnership with VIVACOM, telephone consultations are free for patients until the end of May 2020. For patients who need a consultation on documents or review of test results, we provide the possibility of direct connection with doctors in a virtual health office“, says Alexander Milanov.
This line is of utmost importance because it helps many patients who are prevented by the lockdown from contacting their treating physicians. Unfortunately, the helpline does not solve problems that are newly emerging, but mainly comments on systemic difficulties - such as those that patients have encountered before the health crisis in our country. Among the most common difficulties is that patients lack communication with their treating physicians. There are also cases in which patients are embarrassed to discuss their condition and diagnosis with their doctors, as well as their treatment, and therefore fill this deficit through the specialists on the line, Milanov adds.
The information line ensures access to health information and timely information for people with chronic diseases in the context of an emergency, without overriding consultation with their attending physician. More information on the specialists who take the calls can be obtained at NGO information portal for patients in the conditions of COVID crises.
"The big lesson for me, which I also confirmed through my participation in the Initiative, is that in a crisis, which is also to some extent a crisis of relationships, it is crucial to invest in our communities. The patient community is vulnerable, it needs information, counselling, but most of all it needs a space to share and listen," says Alexander. The fact is that many patients use the line to discuss the social, emotional and psychological challenges they have in crisis with doctors.", the specialist adds. One of the difficult things for me is dealing with the isolation and poverty that people live in. Many of them neglect their health, the NGO representative said. In these cases, the mediation of the crisis staffs of the municipalities is sought, but not always understanding and support is found.
The launch of the 0800 14 515 hotline is the first stage of a long-term campaign by the National Patients' Organisation to support people with chronic conditions. Legal experts, patient organisations and scientific societies are working on a package of proposals to facilitate digital healthcare as well as to ensure access to healthcare remotely for those conditions where this is possible.