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E-TJERA

e-Albania in healthcare: The challenges faced by citizens

Politiko 2026-06-11 13:58:21

The digitalization of public services in Albania has brought changes in the way citizens interact with state institutions, especially in the health sector. Through the e-Albania platform, citizens can access a range of health services, avoiding traditional procedures and saving time. However, despite the benefits it offers, the use of these services continues to face challenges related to technological access, digital skills of users and the technical functioning of the platform.

A report by the Together For Life association analyzes the perceptions of citizens and health professionals on the use of health services in e-Albania, highlighting both the benefits and obstacles they encounter in accessing the system.

Use of digital services and access challenges

The report's findings show that less than half of respondents (45.6%) have used health services through the portal in the last 12 months, while a significant proportion report a lack of information or skills to use it. This situation shows that there is still a gap between the digitalization of services and citizens' ability to access them.

Another problem is related to inequalities in digital access. Not all citizens have a stable connection to the internet or suitable devices to use the platform. This problem is more pronounced among the elderly, residents of rural areas and individuals with lower educational levels, who often encounter difficulties in using technology. For these categories, digitalization can become an additional barrier instead of facilitating access to health services.

The report also highlights that lack of digital literacy remains a major obstacle. Many citizens need the help of family members or others to complete applications or access health documentation on the platform, limiting their independence in using electronic services.

In addition to user-related challenges, a significant problem remains the technical functioning of the system. Healthcare professionals report that the benefits of digitalization are only realized when the platform operates without interruption. Frequent cases of system slowdowns, temporary malfunctions, or technical outages create difficulties for both medical staff and patients.

When the system crashes or encounters technical problems, processes that depend on the platform, such as issuing electronic prescriptions, referrals, or accessing health records, can be delayed. This not only increases the workload of healthcare personnel, but can also affect the quality and continuity of patient care. In some cases, citizens are forced to physically appear at healthcare institutions to resolve issues that should theoretically be handled online, diminishing the benefits of digitalization.

These findings show that the technical sustainability of the platform is as important as its very existence. A system that does not guarantee continuous and reliable operation can reduce the trust of citizens and medical staff in digital services.

Despite the reported difficulties, the majority of interviewed participants consider digitalization a positive and necessary development for the healthcare system. Citizens appreciate the opportunity to obtain documents and information without having to physically appear at healthcare institutions, while medical staff appreciate the increased standardization and traceability of processes.

However, the results suggest the need for further investments in improving the platform's functionality, strengthening the technological infrastructure, and expanding digital education campaigns for citizens. It would also be necessary to create alternative access mechanisms for cases when the system is not functioning or when users do not have access to the internet./acqj.al