e-Sănătatea Mea, the CNAS online health platform, plagued by errors from day one

The National Health Insurance House (CNAS) launched its national platform "e-Sănătatea Mea" on Tuesday, 1 September — conceived as a single point of access where patients can check their medical history, view reimbursements, and interact with the insurance system online. However, from the very first day, many users encountered technical problems during registration and login.

The "Adevărul" editorial team tested the platform to verify the complaints received, but the process stalled at the very first steps. Upon accessing the e-Sănătatea Mea website, a server error appeared. Subsequently, registration via the ROeID application — required for authentication — repeatedly froze at the biometric identity verification stage using the front-facing camera.

This is not an isolated fault: the majority of users are reporting errors at various points during the registration process. On Reddit, several people described similar issues:

• "I've just logged in via ROeID, everything fine. I receive an email saying some kind of data update needs to be done on the portal, I go in, then I get 'Cloudflare proxy error 502 bad gateway' reported by the backend. And my history isn't showing up in full — my insurance history in particular."
• "Works brilliantly — I try to log in with ROeID, validate in the app, and when I return to the site it wants me to change my ROeID password. I change it and end up in a loop where every login asks me to change the password again. Excellent."
• "It doesn't work. I have an account, I can see past prescriptions, but nothing else shows up. The only enrolled providers are from Bihor. All 11 of them. A shambles announced with great fanfare."
• "Logged in via ROeID, the portal looks decent aesthetically (surprisingly), I get an email saying the password needs to be changed — bad host gateway error (typical). Good idea, now let's actually implement it properly."
• "Logging in with ROeID... I try to go into ROeID to activate the app again (I've changed my ID card, and apparently with the new one it refused to validate my details three times) and I get an error every single time…"
• "Doesn't work, gets stuck in a loop during the selfie verification. We'll see version 2 in a while."

What the platform promises

The platform comprises 12 modules and is designed as an optional, alternative tool for accessing healthcare services. The president of CNAS, Horațiu-Remus Moldovan, described it as the patient's "digital health wallet" — bringing together information previously scattered across various components of the system into a single location.

At the launch, Moldovan said the platform is aimed at approximately 20 million potential users and that using it is as straightforward as using WhatsApp: "It has been created as an alternative tool — a tool within reach of anyone who knows how to use at least WhatsApp. If you know how to use WhatsApp, you'll know how to use 'e-Sănătatea Mea'. I know you'll ask me about the grandmother or great-grandmother in the countryside who has no internet access. Of course, she can still go to her family doctor, or she can call on a grandchild or a neighbour, who from their own platforms can book an appointment for grandmother too, or she can use the traditional method by phone. PIAS, this new IT platform, will be what it needs to be and we will not repeat the mistakes of the past," declared the president of CNAS.

Among the 12 modules are "My Package" (the patient's medical history), a prescriptions module with a history of their dispensing, the "My Status" module, a module showing the history of reimbursements (where all consultations, investigations, and services reimbursed through CNAS can be viewed), the informational module "You Are Not Alone" with answers to frequently asked questions, and a module dedicated to healthcare providers.

One new feature is the digitalisation of medical forms: referral letters from the family doctor will no longer be issued on paper but will instead appear directly in the portal, where they can be downloaded or viewed. Moldovan explained: "For the first time, the patient will find all the services they are entitled to in one place. From 1 September, patients will be able to access digital medical forms. A patient will leave their family doctor with three referral letters. They will no longer leave with them in their pocket, because they will find them in this 'e-Sănătatea Mea' portal. They are here — they can be downloaded or viewed. When the patient presents at the specialist outpatient clinic, they will not need to show anything, because the specialist will log into the new SIUI, enter the patient's personal details, open the file, and view the referral letter."

The platform is also intended to allow appointments to be booked with doctors on the basis of referrals from the family doctor, with the option to select the speciality, county, locality, and preferred time slot. The system displays healthcare providers contracted with the insurance fund that have available appointments, and the search can be extended nationwide if no slots are available in the desired area.