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

Moj Termin ("My Appointment"), introduced in December 2012 by North Macedonia's Administration for Electronic Health (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 mobile app, MoeZdravje ("My Health"). The official system description covers electronic health cards, appointment scheduling, e-prescriptions and referrals, and integrated communication across primary, secondary and tertiary care.
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 family members or doctors to book appointments on their behalf. The e-Health Directorate's own published 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).
The design gap coincides with rapid population ageing: North Macedonia's State Statistical Office recorded a rise in the population aged 65 and over from 11.9% in 2012, the year Moj Termin launched, to 17.7% in 2022 — meaning the demographic most excluded from independent use of the system is also its fastest-growing.
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 on the coverage map rather than as a model to replicate.

Read the full analysis: https://balkaninsight.com/2025/08/27/how-north-macedonias-digitised-health-system-leaves-vulnerable-patients-behind/