MOH has released the first phase of a WhatsApp service for its 937 Call Center. The service features an interactive chat on WhatsApp number: 920005937. At the beginning of the chat, users would be able to choose one of the following services: information on the novel Coronavirus (COVID-19), primary health care center (PHC) locations, ‘Mawid’ (Appointment) service, initiatives for health volunteering and blood donation, and contact with the 937 representatives.
Noteworthy, the 937 Call Center continues to provide its services to beneficiaries and the community by voicing their demands and concerns. It operates in a manner where beneficiaries are the focal point. The Center provides them with all the services they need. Moreover, its role goes beyond just receiving calls; it also follows up on reports and complaints and makes sure they are closed. It measures, also, satisfaction and makes suggestions to improve services.
Furthermore, the Center analyzes data and provides statistics and recommendations to ensure services are constantly enhanced. Besides, it provides innovative solutions to maintain service quality and support the development of services and businesses. The Center also supports the electronic applications launched by MOH.
The Center is staffed with over 1,000 customer service specialists and doctors, through various channels, including telephone, social media, email, mobile applications, and instant chat on MOH website. The 937 Center operates, among many, under MOH Call Centers General Department; alongside a call center for the business sector, and another for personnel services.
The 937 Call Center also operates according to best practices in the field of excellence and communication services. It provides the following services: medical consulting with qualified doctors, appointment reservations at PHCs, smoking quitting clinic appointments, and technical support for MOH e-applications. It provides other services including medical referrals and treatment requests, complaints and reporting, receiving suggestions and creative ideas, general inquiries, and transaction follow-ups. Through its various channels, the 937 Call Center works around the clock.