When COVID-19 first hit Australia’s shores, the reception staff at Neal Street Medical Clinic were inundated by questions from the Gisborne community. Unable to cope with the large volume of incoming calls, Dr Umair Masood took to the clinic’s popular Facebook page to answer questions and share relevant COVID-19 updates with his community.  The first update on Neal Street Medical Clinic’s Facebook reached over 7,000 views in a matter of days.  Dr Masood’s posts aim to cut through the media hype and focus on delivering sensible information and relevant statistics.  The updates have gained a widespread following since the first one in early March and now attract well over 70,000 views.  Dr Masood says it is important to keep the information local and Victorian; “we can only worry about what is happening here”.  

 

“People like to hear what they need to do in their local area, as they can relate to it better,” Dr Masood says.  “It also makes sense to personalise the information, make it relevant and also point out what help is available in the local area. “In some rural areas, they worry about being isolated and not being able to seek appropriate help if needed. “Rural communities also have very good relationships with their GP clinics and often want to know how they can help others in the community,” he adds.

 

The daily Facebook posts were among many of Neal Street Medical Clinic’s efforts to educate patients about coronavirus and prepare the clinic for the outbreak. Along with using Facebook comments to interact with patients, the clinic is taking “every opportunity during consults (face to face, phone or video) to educate patients” and updating the website with COVID-19 information.  

 

“We have changed the way we work,” Dr Masood explains. “We got in new monitors with cameras to be able to do telehealth consults. “We also screened patients at the door to make sure we kept everyone safe. “We also started a respiratory clinic in the basement with a separate entrance to see all respiratory cases. “The main floor of the clinic was kept safe this way. “The main challenge was organising PPE gear and we did manage to get most of this in time.” 

 

Dr Masood experienced dealing with dramatic workflow change when practicing in the UK during the London bombings.  Soon after, he made the decision to go rural in Victoria. He says one of the most enjoyable aspects of being a rural practitioner is the connection with the local community.   

 

“The community… has a deep interest in the clinic and the people who work there. We also get to know generations of families. “It is wonderful to be able to build trust with your patients.”

 

Dr Masood had the following advice for registrars training throughout the pandemic: “It is important to keep to the basic principles of practicing medicine safely and putting patient care first. “It is important to talk to your senior colleagues and mentors where possible. “It can be a frightening time but it can also provide a unique opportunity to make a difference in your local communities.”