Feedback to Contact Centers General Management
(Third Quarter – 2022)
Description of report
| Complaints about the long wait of the beneficiary in emergency departments
|
---|
Number of closed complaints
| %100 |
---|
Number of Reports
| 320 |
---|
Report Source
| Contact center 937- Email - Twitter |
---|
Service Evaluation
| 74.44% |
---|
Evaluation Period (month/quarter)
| Third quarter
|
---|
Approved decision for improvement
| Increasing the number of health centers on duty to
|
---|
Description of report
| Complaints about the long wait of the beneficiary in emergency departments
|
---|
Number of closed complaints
| 100%
|
---|
Number of Reports
| 320
|
---|
Report Source
| Contact center 937- Email - Twitter
|
---|
Service Evaluation
| 74.44%
|
---|
Evaluation Period (month/quarter)
| Third quarter
|
---|
Approved decision for improvement
| Increasing the number of health centers on duty to relieve pressure on medical cities
|
---|
Description of report
| Delay of receiving verification code through the service provider or through the application in the event of a problem
|
---|
Number of closed complaints
| 100%
|
---|
Number of Reports
| 294
|
---|
Report Source
| Contact center 937- Email - Twitter
|
---|
Service Evaluation
| 96.65%
|
---|
Evaluation Period (month/quarter)
| Third quarter
|
---|
Approved decision for improvement
| Providing the ability to access Sehhaty app through face print instead of verification code
|
---|
Description of report
| Inability of the beneficiary to change the mobile number previously registered on Sehhaty application
|
---|
Number of closed complaints
| 100%
|
---|
Number of Reports
| 745
|
---|
Report Source
| Contact center 937- Email - Twitter
|
---|
Service Evaluation
| 97.92%
|
---|
Evaluation Period (month/quarter)
| Third quarter
|
---|
Approved decision for improvement
| Link Sehhaty App to Nafaz in order to add dependents
|
---|
Description of Report
| The beneficiary cannot change the mobile number previously registered in "Sehhaty" app, or the other number is not in the name of the beneficiary
|
---|
Number of Complaints Closed
| 54.58%
|
---|
Number of Reports
| 4,393
|
---|
Report Source
| 937 Call Center - Email - Twitter
|
---|
Service Evaluation
| 80.09%
|
---|
Report Period, 4th Month
| 1st and 2nd Quarter 2021
|
---|
Description of Report
| The current feature does not allow adding dependants easily, requiring 24 hours to add them based on individual and family national records.
|
---|
Number of Complaints Closed
| 61.73%
|
---|
Number of Reports
| 1,562
|
---|
Report Source
| 937 Call Center + Email + Twitter
|
---|
Service Evaluation
| 53.51%
|
---|
Report Period, 4th Month
| !st and 2nd Quarter 2021
|
---|
Description of Report
| Activation code delay, either through the service provider or through the app when a problem occurred
|
---|
Number of Complaints Closed
| 76.59%
|
---|
Number of Reports
| 19,388
|
---|
Report Source
| 937 Call Center + Twitter
|
---|
Service Evaluation
| 72.11%
|
---|
Report Period, 4th Month
| 1st and 2nd Quarter 2021
|
---|
Description of Report
| Reports from some beneficiaries who have not received vaccination service.
|
---|
Number of Complaints Closed
| 99.34%
|
---|
Number of Reports
| 40,181
|
---|
Report Source
| 937 Call Center + Twitter
|
---|
Service Evaluation
| 88.82%
|
---|
Report Period, 4th Month
| !st Quarter 2021
|
---|
Description of Report
| Reports from some beneficiaries regarding the unavailability of medications dispensed to them by the facility.
|
---|
Number of Complaints Closed
| 98.95%
|
---|
Number of Reports
| 67,065
|
---|
Report Source
| 937 Call Center + Twitter
|
---|
Service Evaluation
| 85.81%
|
---|
Report Period, 4th Month
| !st Quarter 2021
|
---|
Description of Report
| Beneficiaries complained about prolonged waiting times at emergency departments
|
---|
Number of Complaints Closed
| 100%
|
---|
Number of Reports
| 375
|
---|
Report Source
| 937 Call Center + Twitter
|
---|
Service Evaluation
| 93.78%
|
---|
Report Period, 4th Month
| 1st Quarter 2021
|
---|
Description of Report
| Some beneficiaries complained about the amounts they paid to private hospitals and centers when they didn't get the service. |
---|
Number of Complaints Closed
| 99.84%
|
---|
Number of Reports
| 33,241
|
---|
Report Source
| 937 Call Center + Twitter
|
---|
Service Evaluation
| 87.74%
|
---|
Report Period, 4th Month
| Ist Quarter 2021
|
---|