Good Practices in Social Security Good Practices in Social Security

The identification and sharing of good practices helps social security organizations and institutions to improve their operational and administrative efficiency.

In the context of the ISSA, a good practice is defined as any type of experience (e.g. an action, a measure, a process, a programme, a project, or a technology) implemented within a social security organization that fosters the improvement of its administrative and operational capacities, and/or the efficient and effective delivery of programmes. The good practices selected by the ISSA focus on topics related to the priorities as defined in the programme and budget of the Association. The good practices are from member institutions of the ISSA and are primarily collected through the work of the  ISSA Technical Commissions and the ISSA Good Practice Awards.

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Electronic admission of insured patients through telephone, Internet, mobile app and USSD order codes

Electronic admission of insured patients through telephone, Internet, mobile app and USSD order codes

Iranian Social Security Organization | Iran, Islamic Republic of
Electronic admission of insured patients through telephone, Internet, mobile app and USSD order codes

One of the main tasks of the Iranian Social Security Organization (SSO) is providing contributors with health services whether directly through SSO-owned health centers or indirectly through health contractors.

As regards the increasing demand for health services and emerging problems in this field especially with respect to patient admissions, doctor visits and visits with other service providers (laboratory, radiology, etc.), the SSO decided to keep pace with technology by offering e-admission services to patients. Several plans were reviewed and eventually, different ways for different groups were organized and implemented, including by telephone, Internet, mobile app and Unstructured Supplementary Service Data (USSD) order codes.

This innovative plan led to a 47 per cent reduction of in-person admissions and an 85 per cent increase in client satisfaction.

Implementation year2019
Topics: Service quality, Information and communication technology
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