Health regulator identifies 674 complaints against SNS Line 24 over eight years

The health regulator (ERS) has received 674 complaints about the SNS 24 line over more than eight years, of which 58% relate to referrals of users to underserved primary care departments.

According to the report published this Wednesday, the complaints were registered between January 1, 2015 and May 31, 2023.

Considering the ratio of complaints per 100,000 inhabitants, a larger volume (424 complaints) was registered at the Lisbon Regional Health Authority (ARS) for Lisbon and the Tagus Valley.

“Between 2018 and 2019, the number of complaints related to Line SNS 24 increased by approximately 219%, having undergone a negative change of 49% in 2020, the year the pandemic began, and the upward trend resumed in 2021 and 2022 compared to compared to the previous year (39% in 2021 and 64% in 2022),” he notes.

During the period analyzed, it was found that 58% of users referred to primary health care (PHC) departments received an appointment within 72 hours of referral, and of these, 49% were admitted to hospital within 24 hours of referral through the SNS line. 24, within the maximum guaranteed response time provided for help for reasons related to an acute illness.

In turn, 42% of users referred by “Lina SNS 24” were unable to make an appointment at the clinic within 72 hours from the moment of contact”, “it was not possible to determine whether this was due to a lack of initiative on the part of users and/or due to lack of capacity of the target health facilities.”

“From the analysis to the most recent period, considering only data from March 1, 2021 to December 31, 2022, it is worth noting that 80% of users admitted to CSP within 72 hours of referral through SNS Line 24 were observed within the first hour of admission , good agreement with TMRG [tempos máximos de resposta garantidos] applicable in this context,” he states.

Regarding the provision of an exemption from payment of moderation fees, the study concluded that in 2021 and 2022, 4% (23,845) of users did not take advantage of such a prerogative, and it is true that 3% of the analyzed complaints mention this fact. What.

The SNS 24 line (808242424) saw a 513% increase in telephone call volume between 2019 and 2022 due to the Covid-19 pandemic.

Citing data from the Departments of Health’s General Services (SPMS), the study, which began in 2023, highlights that the volume of user services, screening and monitoring (STAE) services increased from 1,331,675 to 8,164,523 telephone calls per year. .

Depending on the type of referral, it was evident that “the increase in activity recorded between 2021 and 2022 (…) did not correspond to an increase of the same magnitude as the number of users referred to health facilities with self-care advice are given in most situations [76% das chamadas]”.

Self-help telephone contacts resulted in recommendations to stay at home without the need to go to a health care facility.

On the other hand, it was concluded that 23% of calls resulted in referral to a health facility, with 13% of users being referred to emergency (ED)/hospital (CSH) services and 10% to primary health care services (CSP) and 1% for the National Institute of Emergency Medicine (INEM).

ERS also warned the National Health Service (SNS) to “prioritize the care of users” who are referred through primary care or SNS 24 “within the same level of priority”.

SNS hospitals must also ensure that “user fees for emergency services are waived in situations where there is a pre-referral from SNS, including a pre-referral made through SNS 24.”