The conventional approach to the problem of queuing to arrange medical appointments assumes that the main reason for it is the impossibility to meet all the demand with the resources available. This article, however, shows other causes, not known before, which have based the development of a new system that has extinguished the queues without increasing the number of doctors or the number of appointments/doctors. This new system is presented and analysed in the light of its significant aspects of development and implementation.
Medical appointments; SAME (Medical and Statistics Filing Service); queues; public hospitals; innovation