‘Cruel’ Digital Race For Vaccines Leaves Many Seniors Behind

Will Stone, Kaiser Health News and National Public Radio • February 16, 2021
 
With millions of older Americans eligible for covid-19 vaccines and limited supplies, many continue to describe a frantic and frustrating search to secure a shot, beset by uncertainty and difficulty.

The efforts to vaccinate people 65 and older have strained under the enormous demand that has overwhelmed cumbersome, inconsistent scheduling systems.

The struggle represents a shift from the first wave of vaccinations — health care workers in health care settings — which went comparatively smoothly. Now, in most places, elderly people are pitted against one another, competing on an unstable technological playing field for limited shots.

“You can’t have the vaccine distribution be a race between elderly people typing and younger people typing,” said Jeremy Novich, a clinical psychologist in New York City who has begun a group to help people navigate the technology to get appointments. “That’s not a race. That’s just cruel.”

While the demand is an encouraging sign of public trust in the vaccines, the challenges facing seniors also speak to the country’s fragmented approach, which has left many confused and enlisting family members to hunt down appointments.

“It’s just maddening,” said Bill Walsh, with AARP. “It should be a smooth pathway from signing up to getting the vaccine, and that’s just not what we’re seeing so far.”

Glitchy websites, jammed phone lines and long lines outside clinics have become commonplace as states expand who’s eligible — sometimes triggering a mad dash for shots that can sound more like trying to score a ticket for a music festival than obtaining a lifesaving vaccine.

After being inundated, some public health departments are trying to hire more staff members to handle their vaccination hotlines and specifically target seniors who may not be able to navigate a complicated online sign-up process.  

“Just posting a website and urging people to go there is not a recipe for success,” said Walsh.

‘Terribly Competitive’

Finding out how to get a vaccine appointment was straightforward for Gerald Kahn, 76, who lives in Madison, Connecticut.

Kahn got an email notice from the state’s vaccine registration system telling him to make an appointment, but he ran into problems at the very end of the sign-up process.

“As much as I would pound my finger on the face of my iPad, it didn’t do me any good,” he said.

So Kahn did what many have and called a younger family member, who was able to help him finish signing up.

“I think there are a lot of people my age, maybe the preponderance, who can only go so far into the internet, and then we’re not only stymied but also frustrated,” he said.

When Helen Francke, 92, logged on for a vaccine at the designated time, she discovered the spots available in Washington, D.C., filled up almost instantaneously.

“It was evident that I was much too slow,” she said. “It’s terribly competitive and clearly favors those with advanced computer skills.”

Miguel Lerma, who lives in Phoenix, said his 69-year-old mother has been unsuccessful in finding a shot.

“She’s not an English speaker and doesn’t know technology well, and that’s how everything is being done,” said Lerma, 31.

Lerma said it’s especially painful to watch his mother struggle to get the vaccine — because he lost his father to covid last year.

“She’s mourning not only for my dad, but she’s also suffering as an adult now because she depended on him for certain tasks,” Lerma said. “He would’ve handled all this.”

‘Desperate’ Seniors Look for Help  

Philip Bretsky, a primary care doctor in Southern California, said his older patients would typically call him or visit a pharmacy for vaccines like the annual flu shot, rather than rely on novel online scheduling systems.

“That’s not how 85-year-olds have interacted with the health care system, so it’s a complete disconnect,” he said. “These folks are basically just investing a lot of time and not getting anything out of it.”

“Patients in this age group want to know that they’re at least being heard or somebody is thinking about the challenges they have,” he said.

There are some local efforts to make that happen.  

Caroline County
Call Center: 410-479-5880
For questions and resources. Vaccination clinics are full, so this call center cannot register you for vaccination appointments at this time.

Cecil County
Call: 410-996-1005
For assistance with prescreening for vaccination eligibility.

Dorchester County
Phone: 410-228-3223

Kent County
410-778-1350

Queen Anne’s County
Call Center: 443-262-9909
For assistance in getting on the vaccine waitlist.

Somerset County
443-523-1920

Talbot County
Covid-19 Vaccination Helpline: 410-819-5641
To help individuals sign up for a vaccine appointment if they are unable to register themselves through the online vaccine appointment system.

Wicomico County
Call Center: 410-912-6889
Ask to be put on the vaccination call list.

Worcester County
For help call: 667-253-2140
If you need help scheduling a vaccination appointment. There is a new system that simplifies the registration process and prioritizes the elderly.


KHN (Kaiser Health News) is a nonprofit news service covering health issues. It is an editorially independent program of KFF (Kaiser Family Foundation), which is not affiliated with Kaiser Permanente.

This story is part of a partnership that includes NPR and KHN.

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