Exploring patients’ experiences in accessing chronic care services during the COVID-19 pandemic in Ekurhuleni District, Gauteng Province

Abstract

Introduction Globally, the COVID-19 pandemic significantly disrupted healthcare services, particularly for chronic patients who require continuous medical attention. Access to healthcare was challenged by lockdown restrictions, financial constraints, and structural inefficiencies within healthcare systems. Considering South Africa’s resource-limited health system, chronic health care services experienced similar challenges. Understanding the barriers is crucial for improving access to chronic healthcare services and in future pandemics and other health crises. Aim This study aimed to explore the experiences of chronic care patients in accessing chronic care services at the Ekurhuleni district, Gauteng Province, during the COVID -19 pandemic. Method An exploratory qualitative study design was employed, using in-depth interviews, which were conducted with 15 chronic care patients from a primary health care facility. Data were analysed using thematic analysis, while applying the Access Framework. Results Findings reveal several key barriers to accessing chronic care services, including financial constraints, long waiting times, and emotional distress. Despite these barriers, patients demonstrated resilience through support from family and community networks. However, mental and emotional well-being emerged as a critical concern, with patients reporting psychological distress such as fear, anxiety, and feelings of isolation. There were positive strategies that assisted patients to access chronic care. These included innovative healthcare solutions such as the Pelebox system for medication collection, which enhanced the ability to continuously access chronic treatment. Despite COVID-19 restrictions, the availability of healthcare providers ensured continuity of chronic care services. Conclusion The healthcare services adapted to the challenges caused by COVID-19 by adopting strategies for distributing medication and innovative technologies. However, financial difficulties, long waiting times, and psychological distress presented significant barriers to effective chronic care. Future healthcare strategies should focus on strengthening financial and emotional support systems, enhancing communication, and ensuring sustainable healthcare innovations to improve patient experiences and outcomes during pandemic. Policy recommendations include providing strategies to reduce financial burdens, integrating mental health support into chronic care services, and expanding innovative healthcare delivery models during a pandemic. The study has highlighted the need for integrated healthcare innovations, robust emotional and financial support systems, and contingency planning to improve health system resilience during crises.