Evaluating of hospital appointment systems in Turkey: Challenges and opportunities
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Date
2021
Journal Title
Journal ISSN
Volume Title
Publisher
Elsevier
Access Rights
info:eu-repo/semantics/openAccess
Abstract
Background: Recently, appointment registration systems (especially phone and web-based) that provide easier access to hospital medical services have become more common than traditional queuing registration systems. Therefore, this study aimed to evaluate various appointment registration systems called the Central Physician Appointment System (CPAS) in Turkish public hospitals. Methods: Data obtained from the Health Ministry of Turkey for 2013 to 2018 were analysed to measure patients & rsquo; use of the CPAS using several indicators. Results: In total, 22.1% of patients used the appointment system for registering in 2013, and this rose to 34.6% in 2018. The Hello 182 call centre was used for 60.8% of appointments that were made, whereas patients used other systems less (39.2%). Females accounted for 62.2% of patients who used appointment systems to register. It was observed that the appointment density at training and research hospitals and oral-dental health centres/hospitals was high. Over time, both the waiting time before consultation and the total time at the hospital have decreased. Conclusions: Despite significant gains in the efficiency of outpatient services, effective functioning of the CPAS is not sustainable in Turkey because of the current health policies. Therefore, in order for the CPAS to function effectively, either political measures should be taken such as the creation of a mandatory referral chain or the CPAS should be reorganized based on supply-demand.
Description
*Özsoy, Volkan Soner ( Aksaray, Yazar )
Keywords
Appointment System, Outpatient Clinics, Waiting Time, Public Hospitals, Turkey
Journal or Series
Health Policy and Technology
WoS Q Value
Q1
Scopus Q Value
Q1
Volume
10
Issue
1
