Technology and Access to Healthcare with Different Scheduling Systems: A Scoping Review

Abstract

Objectives: Online consultation scheduling is increasingly common in health services across various countries. This paper reviews articles published in the past five years and reflects on the risks and benefits of this practice, linking it to a recent Portuguese pilot project.Methods: A search for articles from Web of Science and Scopus published since 2018 was conducted using the terms “online scheduling,” “online booking,” and “consultations.” This search was completed in the last week of 2023.Results: Out of 64 articles retrieved, 26 were relevant to the topic. These articles were reviewed, and their main findings, along with those from other relevant sources, were discussed.Conclusions: Several limitations of online consultations were identified, encompassing ethical, clinical, and economic aspects. While these consultations tend to be less expensive, their accessibility varies based on factors such as the users’ age, whether they reside in rural or urban areas, and the technological capabilities of different countries, indicating that access disparities may continue to widen. Confidentiality concerns also arise, varying by medical specialty, along with issues related to payment. Overall, however, both users and health professionals view the advent of online consultation booking positively. In conclusion, despite the risks identified, online consultation booking has the potential to enhance user access to health services, provided that usage limitations and technological disparities are addressed. Research production has not kept pace with rapid technological advancements.