An advanced system for managing medical appointments

The Emirates Health Services Corporation confirmed its continued development of the medical appointment management system within an integrated approach, which aims to enhance ease of access to health services, improve customer experience, and make optimal use of health resources, through an advanced digital and operational system that allows appointments to be obtained through multiple channels, according to the needs of patients and the nature of their health condition, pointing out that its policies guarantee that urgent referral cases are reviewed within 72 hours, and emergency cases within 24 hours, while semi-emergency cases (without prior reservation) are given priority to obtain the service in Same day.

She told Emirates Today that she has implemented a number of initiatives to increase the efficiency of utilizing capacity and enhance appointment management, most notably “managing appointments and resources to direct the customer to the nearest available appointment, converting appointments for refilling medications for chronic conditions to remote appointments, adopting a policy of transferring customer follow-up to primary health care centers after completing their treatment plans when needed, providing appointment booking via the smart application, adopting controls to reduce duplication of booking, regulating cases of non-compliance with appointments, and mechanisms for receiving visitors without an appointment.” Advance”, which contributes to providing additional appointments for new and specialized cases, taking advantage of vacant appointments and reducing waiting periods.

Emirates Today published a report recently about patients’ complaints about their delay in obtaining appointments in government hospitals, according to a survey conducted by the newspaper through its accounts on social media platforms, which showed that 65.2% of patients who had previously booked appointments in government hospitals confirmed that the waiting period extended to weeks, while 11.3% reported that the waiting period was days, while 23.5% stated that they did not face any delay in obtaining an appointment.

In detail, the Emirates Health Services Corporation confirmed the continued development of the medical appointment management system within an integrated approach, which aims to enhance ease of access to health services, improve customer experience, and make optimal use of health resources, through an advanced digital and operational system that allows obtaining appointments through multiple channels, according to the needs of patients and the nature of their health condition.

She explained to Emirates Today that the appointment booking system relies on a variety of channels, including the smart application, the website, the WhatsApp application, and the unified call center, in addition to service centers, ensuring the provision of flexible options that meet the needs of different categories of customers, and enhances ease of access to health services in all its facilities.

Within the framework of increasing the efficiency of utilization of capacity, the institution reported that it has implemented a number of initiatives that have contributed to improving the availability of appointments, the most prominent of which is the management of appointments and resources at the level of all health facilities, allowing the customer to be directed to the nearest available appointment, and converting medication refill appointments for chronic conditions to remote appointments, which reduces the need for in-person visits, and provides additional appointments for patients whose cases require direct review.

Emirates Health added that it has adopted a policy of transferring the customer’s follow-up after completing his treatment plan to primary health care centers when needed, which enhances continuity of care, provides more appointments for new cases and cases that need specialized follow-up, in addition to providing an appointment management service via the smart application, which allows the customer to advance or postpone his appointment, while sending automatic notifications when a closer appointment is available, which contributes to taking advantage of vacant appointments and reducing waiting periods.

Regarding urgent cases, the institution confirmed that its policies guarantee that urgent referral cases are reviewed within 72 hours, and emergency cases within 24 hours, while semi-emergency cases (those who come to hospitals without prior reservation) are given priority to obtain service on the same day, while priority is given to providing services to senior citizens and people of determination within non-emergency cases, ensuring that all patients receive the appropriate care at the right time.

She pointed out that the integrated health care model that it applies makes the primary health care doctor the first point of contact in most cases, with the exception of emergency cases, ensuring a comprehensive assessment of the condition, directing the patient to the appropriate level of care, and referring him to the specialist doctor whenever his condition requires that, in accordance with the clinical evaluation and approved medical standards.

Within the framework of enhancing the efficiency of appointment management, the institution has adopted controls to reduce double booking, regulate cases of non-compliance with appointments, and mechanisms for receiving visitors without a prior appointment, which contributes to raising the efficiency of capacity investment and providing greater opportunities for obtaining appointments.

The Emirates Health Services Corporation confirmed that it will continue to measure customers’ experience on an ongoing basis through an integrated system that includes the “Customer Pulse” platform, periodic questionnaires, e-mail, the unified call center, and direct chat via the website and smart application, in a way that supports the development of services based on customers’ opinions and expectations.