Friday, August 28, 2026

SBK calls for digital appointment management in healthcare

Siemens-Betriebskrankenkasse SBK is calling for stronger digital support in the allocation of medical appointments. The health insurer refers to a representative YouGov survey it commissioned, which indicates that many people in Germany experience the search for a doctor’s appointment as difficult and time-consuming.

According to the survey, 58 percent of respondents often consider the search for a suitable appointment to take too much time. 71 percent say that finding an available slot is often difficult. 74 percent want a clearer overview of available medical appointments.

Digital portal should support existing channels

Contacting the medical practice directly remains the most common route for booking appointments. 68 percent of respondents most frequently arrange appointments by phone or in person. At the same time, 73 percent would use a central online service that bundles available medical appointments.

The survey also shows that patients do not want digital booking to replace established channels entirely. 86 percent support a central appointment portal as an additional option alongside phone and in-person contact. Choice also remains important: 90 percent want to continue selecting from the available doctors themselves.

Medical urgency instead of insurance status

SBK links the findings to its call for a digitally supported primary care system. The insurer argues that patients should receive a standardized initial assessment before an appointment is booked, regardless of whether access starts online, by phone or at a medical practice.

Based on such an assessment, appointments could be allocated more strongly according to medical urgency. 87 percent of respondents consider this approach useful. At the same time, 80 percent believe that privately insured patients receive appointments faster than those covered by statutory health insurance.

SBK board member Dr. Gertrud Demmler interprets the results as evidence of a need for better guidance and fairer access. In the insurer’s view, digital processes could help patients navigate the healthcare system and reduce pressure on practices and emergency departments.

116117 service added to the Meine SBK app

In July 2026, SBK says it became the first statutory health insurer in Germany to integrate the 116117 appointment service of the National Association of Statutory Health Insurance Physicians into its „Meine SBK“ app. The insurer aims to gain experience with a central appointment service and support the development of shared digital infrastructure.

SBK also sees such solutions as a potential future component of the electronic patient record. The online survey was conducted between 24 and 27 July 2026 among 2,032 people. Results were quota-sampled and weighted by age, gender and region, and are representative of the resident population in Germany aged 18 and over.