Changes in family practice work management in Zagreb due to the COVID-19 pandemic

Background Since the COVID-19 pandemic has impacted family medicine practice (FMP) workload, we aimed to determine changes in the structure of work of FMPs in the number and type of consultations, check-ups, administrative, preventive, and other diagnostic-therapeutic procedures (DTPs) during the COVID-19 pandemic (2021 and 2022) compared to 2019. Methods In this cross-sectional study, 172 FMPs from Zagreb (39%) were analysed based on monthly work reports for March and April of 2019, 2021, and 2022. Before being analysed, all noted DTPs were divided into 5 main groups (administration, telephone and e-mail consultations, check-ups, face-to-face consultations, preventive work, and other DTPs). Results In 2021 the number of check-ups and face-to-face consultations dropped by 36.20%, whereas the total number of telephone and e-mail consultations, patients per day, and DTPs done per day increased by 120.12%, 6.67%, and 13.76%, respectively. The amount of administrative work rose only in 2022 by 17.58% along with other procedures which significantly impacted the share of medical work: 42.84% in 2019, 49.58% in 2021, and 46.79% in 2022. Around two-thirds of FMPs made home visits (3 to 4 visits monthly) and performed electrocardiography (6 to 7 tests monthly) independently of the analysed year. Conclusion Analysing 39% of FMPs in Zagreb we found a significant workload change during the COVID pandemic, especially in the excessive increase of telephone and e-mail consultations. The already small number of examinations, diagnostic, preventive procedures, and home visits, further decreased with the arrival of the pandemic and did not significantly recover in 2022, as was expected.