--- title: "Digitalization and patient care: Authorities' message at the 2026 Forum" url: https://radiomoldova.md/p/87706/digitalization-and-patient-care-authorities-message-at-the-2026-forum published: 2026-10-20T09:27:11Z language: en author: "Elena Munteanu" section: "Social" source: radiomoldova.md --- # Digitalization and patient care: Authorities' message at the 2026 Forum > The healthcare system must be closer to patients, offering not only diagnostic and treatment services but also respect, dignity, and support throughout every interaction with medical institutions. The Minister of Health, Alexandru Gasnaș, said this at the Patients' Forum 2026, taking place on Tuesday, October 20, in Chișinău. ![Imagine-simbol](https://storage.radiomoldova.md/images/b0929884-c446-430c-91db-9fc108fb4dd9.jpg) *Sursa: Imagine-simbol* The healthcare system must be closer to patients, offering not only diagnostic and treatment services but also respect, dignity, and support throughout every interaction with medical institutions. The Minister of Health, Alexandru Gasnaș, said this at the Patients' Forum 2026, taking place on Tuesday, October 20, in Chișinău. The Minister emphasised that this change does not necessarily require additional financial investment; instead, it calls for greater involvement from hospital managers, simpler procedures, and better-organised services—ensuring patients are not left to navigate the medical system on their own. **Patients must not be abandoned during difficult times** *“When a family enters the healthcare system—often during what might be the most difficult day of their lives—it is crucial that the system does not abandon them,”* the Minister stressed. Alexandru Gasnaș pointed out that even seemingly minor issues—such as the serving of cold food in hospitals—can undermine a patient’s sense of respect and dignity; therefore, such matters must be addressed responsibly by the administrations of medical institutions. *“When faced with a lack of human resources, inadequate infrastructure, fewer cases treated than originally planned for the month, or financial shortfalls, hospital management might not view cold food as the most pressing problem. Yet, from the patient’s perspective, this is a matter of the respect and dignity with which they are treated,”* Gasnaș explained. The Minister noted that while doctors focus primarily on the operational processes of diagnosis and treatment, patients—beyond simply achieving a positive medical outcome—also require support, clear communication, and guidance throughout their interaction with the healthcare system. "The patient needs a sense of connection; they need to understand, in general, how to navigate the system. And, regrettably, what we have built over the years is a rigid system. (...) We currently focus on volume rather than the patient experience. This is the logic of the system that we are going to change together," stated the Minister of Health. According to Gașnaș, this shift does not necessarily require doctors to show more empathy; rather, it calls for greater responsibility for patients' needs and a commitment to guiding them through the system. "This is precisely what we want to change, because engagement matters a great deal and does not require an excessive amount of effort. We are not asking for empathy—empathy is a far more complex process—but rather for the implementation of operational procedures. The point is that we can provide signposts; we can ensure that a patient is not left to fend for themselves once they enter our institution," the official emphasized. **Digitalization: A tool for monitoring the patient journey** Andrei Uncuța, Director of the National Health Insurance Company (CNAM), noted that the Unified Program for Mandatory Health Insurance (AOAM) has been adjusted several times over its 25 years of implementation. He explained that while all components of the healthcare system currently receive financial coverage, the quality of medical services depends not only on funding but also on institutions' ability to address patients' needs. "We are adapting financing mechanisms to patients' needs, ensuring that the patient pathway—which we are discussing and which the Minister referred to—is predictable and coordinated at every stage. At each step, patients should feel cared for and attended to, with medical services fully covered. We must prevent a situation where our citizens have to make co-payments, pay out-of-pocket for certain diagnostic tests, or seek unplanned services at other medical institutions just to meet their immediate needs," stated the Director of the CNAM (National Health Insurance Company). Special attention will be devoted to the patient pathway, with digitalization serving as a key component of this process. Andrei Uncuța noted that the authorities intend to develop a database that tracks a patient’s journey and experience within the healthcare system. "Many components already exist, but the time has come to consolidate them and view them as an integrated whole. Regarding the newly introduced tool, 'The Patient's Voice'—currently in its launch and pilot phase—we have already observed reactions from colleagues and certain medical institutions; the message was not always fully understood. However, in collaboration with our partners, and based on an analysis currently underway, we will identify the specific challenges involved," the CNAM Director added. According to him, the authorities must develop solutions through consultations with healthcare system stakeholders and, above all, focus on patients' needs. *** The 2026 Patients’ Forum, organized under the theme “Listen, Join, Act!”, brings together patients, patient associations, authorities, medical institutions, international experts, and partners for an open dialogue regarding the rights and needs of patients in the Republic of Moldova. Last year, forum participants adopted a resolution with recommendations to strengthen patient participation in the healthcare system. This year’s edition aims to assess the changes since then and identify next steps to improve medical services and the patient experience.