In an interview with the Armenian news agency Armenpress, Samvel Kharazyan, Acting Director of the Universal Health Insurance Foundation, discussed the initial results of the current phase of the system’s implementation, including the growing number of people using services, measures for managing queues, the adequacy of insurance tariffs for medical services, and other related issues.
— Mr. Kharazyan, what developments have you observed since the introduction of universal health insurance? Are there any preliminary results or trends that stand out?
— We can already note that in March the system has reached a level that is significantly above what could be considered optimal, as the data shows a high number of people using services. We are seeing a steady increase, driven both by higher levels of public awareness and by the expansion of services that were previously unavailable. Under the former state-funded model, only certain groups had access to specific services, whereas the insurance system now covers a much broader range. As a result, the growing numbers reflect not only newly insured individuals but also expanded access for those who previously had limited service options, which is very important for us.
For example, in the area of pharmaceutical provision, we introduced free access to certain medicines under state programs starting in 2025. Even then, we observed growth in the number of beneficiaries. However, within the insurance system, the number of people receiving medicines has doubled and even tripled, as both the list of covered medicines and its quality have improved. Additional medicines have been included, allowing people with chronic conditions to manage their health more effectively.
— Which age or social groups have shown the highest increase in service use?
— The increase is observed across almost all groups, except children under 18, who were already covered under the previous system. Even in their case, there has been some growth due to access to medicines. The most significant increase has been among people aged 65 and older. Many in this group had previously postponed addressing their health issues due to limited access to services, and the introduction of insurance has enabled them to receive the care they need. At the same time, there is also a noticeable increase among individuals aged 18–64, particularly those between 40 and 64, who contribute to the system through payroll and actively use its services.
— Naturally, such an increase also leads to queues. What measures have been taken to manage them?
— We first analyze the causes of queues and, in parallel, implement measures to make their management more efficient and transparent. We anticipated an increase in demand, as an additional 600,000 to 700,000 people who previously did not have access to services are now turning to primary care facilities, rural clinics, hospitals, and laboratories.
To address this, we have already taken several steps. Guidelines for queue management have been developed for outpatient clinics, and technical requirements for queue management systems have been provided so that appropriate solutions can be implemented. We are continuing this work with the goal of fully transitioning queue management into a digital environment, making it transparent and controllable. This will allow people to register at any time, see how many people are ahead of them, and know when they will be seen.
We are working closely with healthcare providers on a daily basis to accelerate the implementation of these systems. In the near future, we expect to have a fully managed system that will help address capacity-related challenges. The key priority is to ensure that everything operates within a digital environment, with multiple access points for scheduling, including call centers and reception services.
Another contributing factor to queues, in our view, is the difficulty some doctors face when entering data into electronic systems. In response, the Foundation is taking steps to simplify and improve these systems for healthcare professionals.
We are also planning adjustments to working hours, particularly in outpatient clinics. This is linked to the need for improvements in infrastructure and facility conditions. Together with the founders and owners of healthcare institutions, we aim to find solutions that allow for more flexible scheduling, enabling people to access services at more convenient times.
— Recently, I attended your meeting with representatives of the Armenian Medical Association and specialist groups. They raised several concerns, particularly regarding healthcare workers’ salaries and the tariffs set for services under the insurance system.
— We receive many such inquiries from associations and individual healthcare professionals and work with them within an established methodological framework approved by the Government. This framework defines how service prices are calculated. Of course, some deviations in costs are possible, and we are always open to discussion.
We provide standardized templates to associations and doctors and ask them to submit their own cost data, including medicines and other inputs required for service delivery. We then assess how these figures compare with our calculations. Through meetings and discussions, we address these issues collaboratively.
This is a dynamic and ongoing process. What is important is that we have a clear and transparent methodology, with all underlying factors and calculations available. Anyone can independently review these calculations to understand the cost structure and pricing approach. We do not see any major issues in this regard. It is simply a matter of continuous work—if discrepancies arise, they should be addressed through proper analysis and dialogue rather than left to subjective interpretation.