Booking system strained, but Alberta starts vaccinating seniors in latest phase of COVID-19 response

The phone lines at Alberta Health Services are jammed, and the government website has crashed on the first day that all Albertans born in 1946 or earlier can book COVID-19 vaccinations.

An additional 230,000 seniors age 75 and older are now eligible for the vaccine, along with all those in Phase 1A who are still receiving theirs, Dr. Deena Hinshaw, the province’s chief medical officer of health, said at a news conference on Tuesday.

Alberta Health Services (AHS) said Wednesday morning that it is experiencing “very high volumes” and that if users are having trouble accessing the website, to try again soon. 

On Monday, AHS spokesperson James Wood said there would be additional staff to handle the anticipated flood of calls to Health Link, but said longer wait times would be expected. 

By noon local time Wednesday, AHS said on Twitter that over 15,000 people have been booked for an appointment. 

AHS also said the first vaccine under the expanded plan was administered shortly after 11 a.m.

Phones jammed, website crashed

Multiple people who called Health Link at 811 reported not being able to get through on the phone lines at all or being disconnected after making it part way through the booking process.  

Others reported similar experiences with the AHS online booking tool, with the site either being down entirely or crashing as they were mid-way through booking an appointment.

Angie Hung, who works in IT, said she was trying to help both of her eligible parents book appointments and was having no success.

“There was one time I got in to about the first six questions, and then when I finally answered that last question, the website froze,” she said. 

WATCH | Calgarian describes frustration of trying to book vaccinations for seniors: 

Hung’s parents became eligible for vaccination this morning, but she’s had no luck getting through to book their appointments. 0:44

“So that was more uncertainty, because do I keep it open in case it does eventually reload? I’m not entirely sure. So I will keep on trying.” 

Hung said she’s not surprised about the website having issues and compared it to trying to score tickets to a coveted rock concert. 

James Roberts is 77 and spent the early morning trying to book an appointment by phone. He said the line was constantly busy. 

“All I can say is, it should have gone better. I mean, that’s their job is to keep the people informed and to make sure that everybody understands what’s happening and to really understand the segment of the population they are dealing with,” he said. 

“I mean, it’s 75 and older, and a lot of people are not able to process in the same way, you know, somebody 20 years younger might do. This is … they haven’t planned for this.” 

Both Calgary and Edmonton police asked Albertans not to call 911 to try to book appointments. Around 11 a.m. local time, Edmonton police said they’d received close to 100 calls about bookings. 

Officials urge patience

Health Minister Tyler Shandro, speaking at an unrelated news conference on Wednesday, declined to answer why an alternative method for booking appointments wasn’t established. 

“I’ll leave the further questions to AHS, but I think this is showing that our province, and Albertans, are incredibly interested in getting our vaccines,” he said.

Hinshaw urged people to be patient on Wednesday.

Dr. Noel Gibney, co-chair of the pandemic response committee of the Edmonton Zone medical staff association, said the website crashing was to be expected based on the experience of other jurisdictions. 

“In the early hours of the open time, the systems have often crashed and so I would basically ask people to give it some time,” he said. “I’m sure that later today it will be open.”

More than 8,200 Albertans over the age of 70 have contracted the virus, 1,562 of whom died. The age group is also much more likely to be hospitalized due to an infection. 

Alberta’s COVID-19 vaccination booking website was down on Wednesday morning, with this apology posted. Wednesday was the first day in the province that seniors aged 75 and older were eligible for the vaccine. (AHS)

Alberta reported 267 new cases of COVID-19 on Tuesday, compared with 273 new cases reported the previous day. There were 4,516 active cases, down from 4,675 the previous day.

The province has administered 180,755 doses of COVID-19 vaccine as of Tuesday, with 73,718 Albertans fully immunized after receiving two doses.

The next phase of the vaccine rollout could start in April, depending on vaccine availability.

It will include anyone aged 50 to 74, anyone with underlying high-risk health conditions, First Nations and Métis people aged 35 or older, eligible caregivers, and residents and staff of congregate living settings.

Congregate living settings include correctional facilities, homeless shelters and group homes.

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