During the Pilot Project for Non-Face-to-Face Medical Care, Complaints Persist... Advisory Group for Feedback Still Operates 'Irregularly'

Since the implementation of the pilot project for non-face-to-face medical consultations, patients and their guardians have been experiencing numerous inconveniences. However, the 'Non-Face-to-Face Medical Consultation Pilot Project Advisory Group,' formed by the Ministry of Health and Welfare to gather opinions from various sectors, is still operating irregularly. As the legislation for non-face-to-face medical consultations is underway, there are calls to regularize the advisory group meetings and use them to improve the system.

On the 16th of last month, Park Min-su, the 2nd Vice Minister of the Ministry of Health and Welfare, presided over the 'Non-face-to-face Medical Consultation Pilot Project Advisory Group' meeting held at the International Electronics Center in Seocho-gu, Seoul.
[Photo by Ministry of Health and Welfare]

According to the government and industry sources on the 11th, the Ministry of Health and Welfare launched the Non-Face-to-Face Medical Consultation Pilot Project Advisory Group on the 16th of last month. It was established to review the status of the pilot project and collect opinions on improvement measures from various sectors. The advisory group includes representatives from the Ministry of Health and Welfare, the Korean Medical Association, the Korean Hospital Association, the Korean Pharmaceutical Association, consumer groups, and experts. From the industry related to non-face-to-face medical consultations, the Digital Health Industry Association and the Telemedicine Industry Council are also members of the advisory group.

However, since the launch of the advisory group, only one working-level meeting was held on the 21st of last month, and no significant discussions have taken place since. One advisory group participant said, "Even during the working-level meeting, there was no talk about future schedules or plans," adding, "I have not received any related communication as of the day before (the 10th)." Even at the first working-level meeting, no discussions that could bring changes to the pilot project were conducted. On the contrary, the Ministry of Health and Welfare reportedly requested medical institutions, pharmacies, and platform companies to provide guidance on the pilot project contents and the grace period, citing confirmed violations of the pilot project guidelines.

Meanwhile, complaints and dissatisfaction regarding the non-face-to-face medical consultation pilot project continue. The 'Non-Face-to-Face Medical Consultation Pilot Project Complaint Center,' operated by the Telemedicine Industry Council since the 30th of last month, received a total of 512 reports by the 5th. Most of these reports expressed inconveniences experienced due to the pilot project. A man in his 30s living in Chungbuk said, "I suffer from severe functional gastrointestinal disorder, weigh only 37 kg with severe underweight, and even have pneumothorax. It is usually very difficult for me to visit a hospital even once," adding, "There must be many patients who have difficulty moving, so I sincerely hope that the seriousness of non-face-to-face medical consultations for severely ill patients is understood." A man in his 30s living in Gangwon Province also shared his difficulties, saying, "In a rural area with a population of 150,000, there is naturally no proper neurology or psychiatry department. The last medical center I visited had a doctor in that department, but they resigned, and the department disappeared entirely," adding, "I was seeing a doctor regularly more than five times through non-face-to-face consultations, but it was suddenly banned. I have only four pills left, so I have to take a half-day off and travel by bus to another region for treatment."

Notice within the app for the pilot project of non-face-to-face medical treatment.
Photo by Remote Medical Industry Council

Especially, mothers raising children voiced many hardships. A woman in her 40s living in Chungcheong Province said, "I need to take my child to a pediatrician, but doctors are arbitrarily refusing consultations. Even though my child is registered as disabled, three doctors canceled without even checking," appealing, "At least for pediatrics, I hope non-face-to-face consultations can be allowed as before." A woman in her 30s living in Seoul said, "I have two children, and if one is sick, I have to take both to the hospital. Even though the healthy child risks infection," adding, "There is no pediatric clinic within walking distance in my neighborhood in Seoul. I had some hope during the non-face-to-face consultation period, but I wonder if a good time for raising children in this country will ever come."

According to the Telemedicine Industry Council, the cancellation rate of medical consultations by healthcare providers, which was 17% before the pilot project, soared to 40%, and the proportion of pediatric and adolescent consultation requests dropped from 19.3% before the pilot project to 7.3% recently. As confusion continues in the medical field regarding non-face-to-face consultations, there are ongoing calls both inside and outside the healthcare and industry sectors to activate the advisory group more effectively to gather diverse opinions. The Telemedicine Industry Council stated, "The opinions received through the Complaint Center will be delivered to the government and the National Assembly to be used in improving the non-face-to-face medical consultation system and establishing legislative directions," adding, "We hope the advisory group will function as an effective consultative body."