Abstract
The length of waiting times and the related selection of the healthcare demand, are a limit in terms of equity of access to essential and uniform levels of care, of technical and professional quality standards and of perceived quality. For these reasons they are highly critical for the Health Service. In recent years, several attempts to manage reception times were made to identify solutions to ensure access to Health Services by increasing their equity, appropriateness and efficiency. The management of the Care Booking Centre (CUP) of the Hospital of Desio and Vimercate, through an analysis of the services delivered, represents an emblematic case considering the outcomes obtained in terms of management of waiting times, use of specialised resources and overall quality of Health Services provided.