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DHA introduces hybrid appointment model across its primary healthcare centres

8/27/2019

In a bid to minimize no-show appointments and provide the most efficient appointment management system with minimum patient waiting times, DHA primary healthcare sector has introduced the hybrid appointment model. The model will be applicable across all DHA primary healthcare centres including all dentistry clinics from September 1, this year. Dr Manal Taryam, CEO of Primary Healthcare Sector said, “The model is a culmination of the walk-in and appointment system. All patients except urgent cases will need an appointment to see a doctor and they will get follow-up appointments with the same general physician to ensure continuity of care. Walk-ins will be reserved for urgent cases. This system will help ensure those who need to be seen by the doctor on an urgent basis get priority; it will reduce waiting time and will reduce the number of no-show cases.” DHA has 13 primary healthcare centres across the Emirate of Dubai. In 2018, approximately 740,345 patients visited family medicine doctors in these PHC’s. Every year, the clinics see a significant number of no-show appointments. It means the patient does not attend the appointment despite confirming a day prior by phone call or sms and does not cancel the appointment either. Taryam says she hopes the new system will be both efficient and will largely combat the problem of no-show cases. Urgent walk-in cases will follow a triage system in line with international protocols. “We developed the triage system for urgent cases in PHC’s as it is different from urgent cases at hospitals. In PHC’s, for example, a walk-in patient with a migraine will also be considered urgent as we are frontline caregivers and the first-point-of-contact in the health system.” Presently, patients can book an appointment through the call-centre 800 342 or through Dubaihealthbooking.com. For follow-up appointments, the doctor is able to book the appointment after consultation to reduce the inconvenience of waiting at the registration counter. By the end of the year, patients will be able book and reschedule appointments through the DHA’s flagship app. At a later stage, telemedicine services will also be available in line with the goals of Article five of the 50-Year Charter issued by His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai. Taryam added the system will enhance patient satisfaction and will increase efficiency.

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