The issue of protracted waiting times for specialist consultations and outpatient appointments is a salient concern, particularly given the evident benefit of alternative options for patients. Therefore, the issue of patient pathways has become a central concern in the ongoing health system reform.
The reform partners (federal government, federal states and SHI funds) have agreed on four key areas of action aimed at establishing coherent and patient-oriented pathways within the Austrian healthcare system. The guiding principle is “digital before outpatient before inpatient” and emphasizes both the efficiency and quality of care.
Primary care
Strengthening primary healthcare is identified as the cornerstone of effective patient management. The concept highlights the necessity of accessible, well-structured primary care services that act as the first point of contact, ensuring timely and coordinated treatment while avoiding unnecessary referrals to specialist or hospital-based care.
Reform examples: Expanding multidisciplinary primary healthcare units, introducing extended opening hours and integrating preventive services such as routine health checks.
Health consultation services (1450)
The nationwide health hotline will be further developed into a key entry portal for the healthcare system. Beyond serving as a triage tool, it is envisioned to guide patients to the appropriate levels of care, thereby helping to prevent system overload and ensure more efficient use of resources.
Reform examples: Enhancing decision-support algorithms for call centre staff, integrating telemedicine referrals, and linking calls directly to regional healthcare providers.
Central information and access portal
The Austrian Health Portal (gesundheit.gv.at) as a unified digital platform is proposed to provide transparent, reliable and easily accessible information on healthcare services. This portal is expected to simplify patient navigation, improve health literacy and offer structured pathways to appropriate care.
Reform examples: Offering an online directory of healthcare services, enabling digital appointment booking and providing evidence-based self-care guidelines.
Digitalization measures
The concept underlines the importance of digital tools that enable interoperability across healthcare providers and sectors. By integrating consultation services, primary care and hospital services into a seamless digital framework, it seeks to ensure continuity of care and support data-driven decision-making.
Reform examples: Introducing secure electronic health records, implementing interoperable e-prescriptions, and expanding video consultations as a first line of patient contact before in-person visits.
Collectively, these measures aim to enhance patient orientation, ensure efficient resource utilization, and secure high-quality healthcare delivery. By embedding digital solutions at the core of patient pathways, the system seeks to strengthen preventive care, reduce unnecessary hospital admissions and improve overall coordination across all levels of care.
Now it is up to the federal government, the federal states and the statutory health insurance funds to breathe life into these measures and implement them.