The Ministry of Health’s (MOH) 937 Call Center has received more than 10 million calls since the start of the Coronavirus pandemic, with an average of 580,000 calls per week.
According to MOH, the center has received 2,978,293 calls in June, 387,396 of which were general inquiries, 120,356 appointment bookings, 277,172 Coronavirus inquiries, 284,196 reports, and 855,137 medical consultations. Recently, MOH has announced the launch of a WhatsApp service for the 937 center. In the first phase only the interactive chat service will be available via the WhatsApp number 920005937.
It has also announced the launch of the first phase of the 937 Call Center’s sign-language service ‘Ishara’. This service is intended to enable those with a hearing disability (the deaf and hearing-impaired) to benefit from the Center’s services. This phase includes general inquiries, appointment bookings at health centers, and medical consultation services, 24/7.
Noteworthy, MOH’s 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 call center provides all kinds of services to them. Moreover, its role goes beyond just receiving calls. It also follows up on reports and complaints and makes sure they are closed measures satisfaction, and makes suggestions to improve services. Furthermore, the 937 Call Center analyzes data and provides statistics and recommendations to ensure services are constantly enhanced. It also provides innovative solutions to maintain service quality and support the development of services and businesses. The call center also supports the electronic applications launched by MOH.
The Center employs over 1,500 customer service specialists and a doctor, through various channels, including (telephone, social media, email, e-applications, and instant chat on MOH website.) The Center operates, among many, under MOH’s General Department of Call Centers. It operates alongside with a call center specialized in the business sector, and another specialized in personnel services.
The Center also upholds the 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 cessation clinic appointments, and technical support for MOH e-applications. It provides other services including medical referrals and treatment requests, complaints and reporting, taking suggestions and creative ideas, general inquiries, and transaction follow-up.