Navigating the health system during COVID-19: primary care perspectives on delayed patient care

The primary care response to the coronavirus disease 2019 (COVID-19) pandemic has required significant changes to the delivery of healthcare by general practices. This study explores the experiences of New Zealand general practice teams in their perception of delayed patient care during the early stages of the pandemic.

We qualitatively analysed a subtheme of delayed patient care of the General Practice Pandemic Experience New Zealand study, where general practice team members nationwide were invited to participate in five surveys between May and August 2020.

164 participants initially enrolled in the study, with 78 (48%) completing all surveys. Four delayed-care themes were identified: patient contributors, health system contributors, impacts and opportunities for minimisation. Respondents noted that patients avoided healthcare, downplayed symptoms and feared going out. Non-essential care was put on hold, allied services were reduced and access to secondary care was variable. Certain diseases and screening were commonly impacted. As lockdown lifted a backlog of work resulted. Flexible review periods, outreach care, self-screening, cross-sector collaboration and improved public awareness were strategies for timely healthcare.

Reducing barriers to patients seeking care and improving integration and relationships across the health system would minimise future pandemic disruption and delayed patient healthcare.