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Good practice Imported

Moj Termin — North Macedonia's Digital Health Booking System and Its Unaddressed Accessibility Gap for Elderly Women

North Macedonia · Skopje · See the North Macedonia profile · See the Skopje profile

Evidence: Descriptive / self-reported Top 31% 84/100 · Ask Evidence Copilot about this practice

North Macedonia's Moj Termin appointment system, running since 2012, cut hospital waiting-list admin but remains hard for elderly, marginalised women to use alone, forcing reliance on relatives or doctors — as the 65+ population share rose from 11.9% to 17.7% in a decade.

11.9 %
Population aged 65 and over, 2012 (year of launch)
17.7 %
Population aged 65 and over, 2022
3
Languages supported by the platform
Moj Termin — North Macedonia's Digital Health Booking System and Its Unaddressed Accessibility Gap for Elderly Women

Details

Maturity
Established
Promoter
e-Health Directorate (Administration for Electronic Health), Ministry of Health of North Macedonia
Period
2012–present
Keywords
e-health, digital accessibility, elderly inclusion, gender digital divide

Context

Moj Termin ('My Appointment'), introduced in December 2012 by North Macedonia's e-Health Directorate under the Ministry of Health, is a cloud-based system for scheduling appointments across public and private healthcare institutions, now paired with a citizen-facing app, MoeZdravje ('My Health'). It covers electronic health cards, appointment scheduling, e-prescriptions and referrals.

Results

Investigative reporting by BIRN/Balkan Insight (August 2025) found that while Moj Termin reduced administrative bottlenecks and waiting times overall, elderly and marginalised women in particular remain largely unable to use the portal or app independently, instead relying on relatives or doctors to book on their behalf. The official system description does not mention any accommodation for users with disabilities or low digital literacy, and the platform supports only three languages (Macedonian, Albanian and English). This coincides with rapid population ageing: the population aged 65+ rose from 11.9% in 2012, the year of launch, to 17.7% in 2022.

Conclusions

This is included as a cautionary rather than exemplary case: no accessible-design remediation, usability testing with older or disabled patients, or published accessibility statement for Moj Termin or MoeZdravje was identified as of the most recent reporting. It is documented here as a concrete, well-evidenced gap rather than as a model to replicate.

Implementation
Indicative cost
High (€500k–€5M) — National cloud-based scheduling system spanning public and private healthcare institutions; specific budget figures not publicly reported.
Time to results
Long (> 3 years) — Launched December 2012; still the country's central appointment-booking system as of the August 2025 investigative report.
Staffing & skills
Administration for Electronic Health (e-Health Directorate), Ministry of Health of North Macedonia

Conditions for success

  • Accessibility and usability testing with older and disabled patients (currently absent)
  • Support for more languages than the three currently offered
  • A published accessibility statement (currently absent)

Common failure modes

  • No accommodation for users with disabilities or low digital literacy in the official system description
  • Elderly and marginalised women largely unable to use the portal/app independently, relying on relatives or doctors
  • Rapid population ageing (11.9% to 17.7% aged 65+ in a decade) enlarging the excluded group

Where it fits

Governance type
national e-health directorate
Scale
national
Income level
upper-middle-income

Commonly funded by

National / regional programmes

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Data sources

Where this practice's information was retrieved from, and when.

Attachments

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