Belgian GP service takes over phone lines after national emergency number fails

The Druivenstreek GP out-of-hours service has taken matters into its own hands, directly managing its phone lines after the national emergency number 1733 experienced significant failures. Following a "catastrophic weekend" in late June where the 1733 service completely malfunctioned, the Druivenstreek service implemented a trial over the weekend, with local reception staff answering calls instead of the central emergency operators.

“

People just got through. I spoke to people who said they got through immediately

This initiative proved successful, allowing residents from Tervuren, Overijse, Hoeilaart, Wezembeek-Oppem, and Kraainem to connect smoothly with the out-of-hours service. "People just got through. I spoke to people who said they got through immediately," reported waiting post manager Anja Van Nuffel. This contrasts sharply with the previous weekend, where calls often failed to connect, leaving the waiting post unusually quiet.

The decision to handle calls internally is an interim solution for the next nine weeks, requiring the post to procure additional laptops, phones, and staff. While Health Minister Frank Vandenbroucke views this approach as a potential model for other out-of-hours services, Van Nuffel cautioned that it's not a simple switch. "You can't just say: we're switching over. All other waiting posts must be prepared for this, and it can't be done with the snap of a finger," she noted.

“

You can't just say: we're switching over. All other waiting posts must be prepared for this, and it can't be done with the snap of a finger

The additional costs incurred by the Druivenstreek service are currently being absorbed internally, though the minister's office has pledged to explore additional financial support. The crisis has accelerated political discussions, with Vandenbroucke aiming to fully transfer the telephone triage responsibility for out-of-hours services from the Ministry of the Interior to the Ministry of Health. He is working on a structural reform to integrate triage either within the waiting posts themselves or within separate care centers under public health.

“

The return of 1733 to Public Health is the right direction. This way, 112 remains available for those who need urgent help

Minister of the Interior Bernard Quintin expressed support for decoupling the services, stating, "The return of 1733 to Public Health is the right direction. This way, 112 remains available for those who need urgent help." The Druivenstreek service welcomed the response, with Van Nuffel concluding, "We have been asking for this for a very long time. Perhaps that moment of shock was needed to really sit down at the table for a structural solution."

“

We have been asking for this for a very long time. Perhaps that moment of shock was needed to really sit down at the table for a structural solution