Centralized Doctor Appointment System (CDAS) is an appointment management system developed by the Ministry of Health of the Republic of Türkiye to facilitate citizens’ access to healthcare services and to increase the efficiency of these services. Implemented within the framework of the Health Transformation Program, the system is applied in primary, secondary, and tertiary healthcare institutions, oral and dental health centers, and polyclinics across Türkiye. CDAS has centralized the fragmented appointment practices in public hospitals under a single management structure and holds the distinction of being the first system in the world to centrally manage appointment scheduling for public hospitals.

Operation

CDAS enables citizens to select doctors and make appointments. The appointments taken are considered in the service delivery planning of healthcare facilities. Doctors may accept or reject appointment requests through the system; cancellations and modifications are also managed via CDAS. The system is supported by training programs aimed at ensuring the efficient use of healthcare facilities and staff, and its implementation is monitored and supervised by the General Directorate of Health Information Systems. In cases of non-compliance with the directive, sanctions are applied within the framework of the relevant legislation.

Citizens can make appointments through operators at the call center (Alo 182), the web portal, or the CDAS mobile application. In addition, citizens who log into the system through the e-Government integration can create, cancel, or view past appointments even without CDAS membership. The data collected through the system are used for healthcare service planning and the development of health policies.

History

CDAS was launched as a pilot project in Erzurum and Kayseri in 2010. The system was established to reduce waiting times before examinations, prevent overcrowding in polyclinics, facilitate citizens’ time management, and ensure the efficient use of doctors’ labor. During the pilot phase, the system was operated with 140 call center personnel and began providing services through its web portal in July 2011. In 2012, it was expanded to cover all public hospitals across Türkiye’s 81 provinces, becoming the country’s largest public call center.

In 2013, with the advancement of mobile technologies, the CDAS mobile application was developed, allowing citizens to access their medical appointments via mobile phones. Both the web and mobile applications began offering services in several world languages in addition to Turkish.

In 2016, the “Directive on Working Procedures and Principles of CDAS” was published by the General Directorate of Health Information Systems, regulating the technical infrastructure and operational procedures of the system.^【1】 

Services and Applications

• Appointment Reminder and Cancellation Service: CDAS provides reminders and cancellation options to citizens via SMS or voice call one day before the appointment date. This feature allows canceled appointments to be reused, thus increasing the efficiency of the service.
• Priority Patients Application: A certain portion of doctors’ daily quotas is automatically reserved for citizens over 65 years old, cancer patients, the destitute, high-risk pregnant women, and individuals with disabilities. Citizens registered as “priority” can book appointments within these reserved quotas.
• Appointments for District Polyclinics: Through CDAS, citizens can schedule appointments at district polyclinics affiliated with hospitals as separate units. Sub-polyclinics are listed under the main hospital, directing citizens to the nearest service point.
• e-Government Integration: Citizens can access the system with their e-Government password even without CDAS membership to create, cancel, or review previous appointments.

Mission and Vision

The mission of CDAS is to transform technological capabilities into public service, facilitating citizens’ access to healthcare services and contributing to the delivery of such services. The system aims to provide universally high-quality appointment services within healthcare institutions affiliated with the Ministry of Health and to increase citizen satisfaction.

Its vision is to set an example in Türkiye as a reliable, continuous, and reputable public service and to operate as a solution-oriented and efficient system for citizens, healthcare institutions, and stakeholders.

Objectives

The primary objectives of CDAS are to eliminate pre-examination waiting times in hospitals, reduce congestion in polyclinics, facilitate citizens’ time management, and optimize resource use in healthcare services. The system also contributes to the development of health policies through the analysis of collected data.

International Awards and Achievements

CDAS, developed with Türkiye’s own resources and bringing all hospitals under a single centralized appointment system, has achieved international recognition for its success:^【2】 

• In 2017, it ranked first in the “Best Outsourcing Partnership” category in the EMEA (Europe, Middle East, and Africa) region.
• In the same year, it won first place globally at the Contact Center World Awards held in London.
• AssisTT A.Ş., which provides CDAS’s technical infrastructure, received awards in the categories of “Best Large-Scale Call Center” and “Best Technology Innovation.”
• In 2018, the CDAS mobile application won first place in the “Best Self-Service Technology” category in the EMEA region.

Use During the Pandemic

During the COVID-19 pandemic, which began in 2019, the CDAS infrastructure was utilized in the management of remote (video) consultations, vaccination programs, and controlled healthcare services. The system contributed to the sustainability and structured delivery of healthcare services throughout the pandemic period.

^{ALO 182 (T.C. Sağlık Bakanlığı)}

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