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    Human-Centered Gatekeeping: “Neyim Var?"
    (Springer International Publishing, 2023) Akyürek, Çağdaş Erkan; Toygar, Şükrü Anıl; Erbay, Elif
    Information asymmetry, which is physician-oriented, unilateral domination of information, is the main characteristic of healthcare services and the main justification for clinical autonomy. A person who needs healthcare can only express his/her complaints and symptoms. Therefore, the decision to initiate the care process and determine the limitations of care is under the authority and responsibility of the healthcare professional. This causes information asym-metry by excluding the patient from the responsibility during the healthcare processes. Thus, “gatekeeping” is an important way of controlling patient traf-fic in the healthcare system. According to the Health Transformation Program which characterizes the Turkish Health System for the last 20 years, anyone can directly apply to any healthcare facility without using a referral chain from primary care to tertiary care although the referral chain system has been defined as a main component of the program. Because of a populistic reason which was rendered as a barrier in the front of the accessibility of the care for patients, a referral chain system has never been implemented in an administrative con-text for Turkish citizens. In other words, the efficiency and effectiveness of the health system were sacrificed to avoid bureaucratic barriers for the care for citizens. “Neyim Var?", which can be translated into English as “What do I have?", is an artificial intelligence-based technology that was developed by the Ministry of Health, and it has become a popular application among citizens. Anyone can log in to the system by using their own e-government code and then enter their own complaints and symptoms. The system directs the patient to the appropriate healthcare facility and clinic according to the predetermined clinical algorithms. The patient can easily arrange an appointment by the inte-gration between “Neyim Var?" and “Central Hospital Appointment System”. This text asserts that the “Neyim Var?" system can serve as an e-gatekeeper and provide some recommendations to initiate an administrative referral chain without exposing patients to bureaucratic barriers. © The Editor(s) (if applicable) and The Author(s), under exclusive license to Springer Nature Switzerland AG 2023.
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    The e-Report System: Redesigning the Reporting in Turkish Healthcare Services
    (Springer International Publishing, 2022) Akyürek, Çağdaş Erkan; Toygar, Şükrü Anıl; Erbay, Elif
    The healthcare industry is defined as a highly interdependent sector, one component of which often fails to compensate for efficiency that the other cannot provide. Today, comprehensiveness and digital transformation in healthcare services are two inseparable features. Therefore, one cannot aim to produce better results for patients in a health system without changing the way it works in an area that needs transformation. Accordingly, Turkey is working to make technology-based regulations to keep pace with this transformation taking place in the world. In this regard, “e-Report System” constitutes a basis for the study in order to ensure delivery of all reports (including birth, disability, driving license, sick leave, case notification reports, etc.) given by the healthcare organizations affiliated with the Ministry of Health in an electronic, e-signed format. Started to be implemented in 2010, the e-Report System consists of many components such as e-Birth Report, e-Disability Report, e-Driver Report, etc. With the implementation of this system, service processes have been redesigned. Thanks to this system, as access to data, is provided centrally, the control capacity is strengthened, expenses are reduced, the service process is shortened by reducing bureaucratic procedures, and ultimately, service quality and patient satisfaction are strengthened. In addition, thanks to this system, it is more possible to eliminate duplicate report writing, prevent irregular reports and facilitate sharing with relevant institutions. This study aimed to present how service processes are redesigned with the e-Report system implemented by the T.R. Ministry of Health and to compare the previous system with the new one in terms of their advantages and disadvantages. For this purpose, service design processes were explained by giving detailed information about the components of the system, and the effects of the system on service processes were discussed. © The Author(s), under exclusive license to Springer Nature Switzerland AG 2022.