According to the Ministry of Health (MOH), over the past month (July), 937 Call Center has received 2,903,676 calls, with 287,836 Coronavirus-related inquiries, 54,932 reports, in addition to 898,039 medical consultations.
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 healthcare centers, and medical consultation services, 24/7.
It is worth mentioning that 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, makes sure they are closed, measures beneficiary 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, as well as supporting MOH’s electronic Apps.
The Center employs over 3,000 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.