Analysis of the Problems Encountered in the Central Physician Appointment System with DEMATEL Method

Authors : Yeter Uslu, Sefer Aygün, Yaşar Gökalp, Büşra Sevim, Kevser Şahin, Selenay Koç

Pages : 431-442

Doi:10.46413/boneyusbad.1551077

View : 97 | Download : 82

Publication Date : 2025-08-07

Article Type : Research Paper

Abstract :Aim: The aim of this study is to determine the impact and importance levels of the problems experienced regarding Central Physician Appointment System (CPAS) by using Decision Making Trial and Evaluation Laboratory (DEMATEL) method, which is one of the multi-criteria decision making techniques. Material and Method: In the study, a total of 1485 comments containing the keyword “CPAS” on the şikayetvar.com platform were examined. In addition, current studies in the literature were also utilized. In this framework, a total of 7 criteria were identified. These criteria are; problems arising from the confidentiality and updating of personal data, systemic and technical problems, problems in making control appointments, lack of information about appointments, difficulty in making appointments, problems in reaching the alo 182 line, frequency of appointment cancellations and changes. Three expert opinions were taken during the evaluation of the criteria. Results: As a result of the analysis it was determined that the three most important criteria were; difficulty in making appointments, system and technical problems, and frequency of appointment cancellations and changes. Conclusion: In line with these results, in order to achieve the desired success of CPAS and increase user satisfaction, the barriers to individuals’ access to health services should be eliminated.
Keywords : Merkezi Hekim Randevu Sistemi, Sağlık Hizmetleri, Sağlık Hizmetlerine Erişim, Çok Kriterli Karar Verme, Dematel

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