In the era of remote access to the healthcare system, the accurate measures of patient’s health complexity is a mainstay for a person-centred service allocation.

Abstract

The digital transformation of healthcare systems worldwide has changed the way patients access healthcare services. The ease of access to the system through digital pathways increases the number of requests, often outstripping the capacity for human-driven demand management. The shift from human- to computer-driven patient prioritization and service allocation may jeopardize the patient-centred approach to healthcare delivery. In this context, appropriate tools for measuring patient complexity based on the information available in electronic health records become a mainstay for high-quality, patient-centred care.