UAE's Emirates Health Services outlines measures to reduce waiting times and improve appointment access
EHS says urgent cases are seen within 72 hours, emergency referrals within 24 hours, while new digital initiatives optimise appointment availability
Dubai: The Emirates Health Services (EHS) has affirmed that it is continuing to enhance its medical appointment management system through an integrated approach aimed at improving access to healthcare services, enhancing customer experience and maximising the utilisation of healthcare resources.
The authority said its appointment system is supported by advanced digital and operational solutions that allow patients to book appointments through multiple channels according to their healthcare needs and the nature of their medical condition.
Multiple channels for appointment booking
EHS stated that patients can access medical appointments through a range of channels, including:
- The EHS smart application
- The official website
- WhatsApp services
- The unified call centre
- Customer service centres
The authority said the system is designed to provide flexible options that meet the needs of different customer groups and facilitate access to healthcare services across its facilities.
Initiatives to improve appointment availability
According to EHS, several initiatives have been introduced to improve appointment management and increase capacity utilisation.
These include:
- Managing appointments and resources across all healthcare facilities to direct patients to the nearest available appointment.
- Converting prescription-refill appointments for chronic disease patients into remote consultations.
- Transferring patient follow-up care to primary healthcare centres after treatment plans are completed, where appropriate.
- Allowing patients to advance or postpone appointments through the smart application.
- Sending automatic notifications when earlier appointments become available.
- Reducing duplicate bookings and improving management of missed appointments.
- Organising procedures for walk-in patients without prior appointments.
EHS said these measures help maximise the use of available appointments, reduce waiting times and create greater capacity for new and specialised cases.
Priority for urgent cases
The authority stressed that its policies provide clear timelines for urgent and emergency cases.
According to EHS:
- Emergency referrals are examined within 24 hours.
- Urgent referral cases are seen within 72 hours.
- Semi-emergency cases attending hospitals without prior appointments are prioritised for service on the same day.
- The authority added that priority is also given to senior citizens and people of determination in non-emergency situations to ensure timely access to care.
Integrated healthcare model
EHS said its integrated healthcare model positions primary healthcare physicians as the first point of contact for most patients, except in emergency situations.
The model enables an initial assessment of the patient's condition before referral to specialist care when required, based on clinical evaluations and approved medical standards.
EHS said it continuously monitors customer experience through an integrated feedback system that includes:
- The Customer Pulse platform
- Periodic customer surveys
- Email channels
- The unified call centre
- Live chat services on the website and smart application
The authority said feedback collected through these channels supports the ongoing development of healthcare services in line with customer expectations and needs.