System to evaluate the medical teleconsultation service in public health centers in Peru

Abstract

The investigation of the existing information has shown that there is a high waiting time for the scheduling and especially the attention of medical appointments. This paper presents THANI, a medical teleconsultation system aimed at the public sector, which aims to reduce long waiting times for medical appointments through a web platform that integrates all the benefits of telehealth. This system allows waiting times to be reduced by improving and redesigning the traditional flow that takes place in public health centers in Peru, which have proven to be inefficient and generate user dissatisfaction. We apply satisfaction surveys to the main users of the system: patients. This evaluation showed a considerable improvement in terms of medical appointment times, improving the experience of patients and medical providers of health services by reducing the time of attending medical appointments from 80 minutes on average to 30 minutes, which implies a saving of approximately 50 minutes.