2030
MOH Statistics and Indicators
937-Service Center Statistics
​​​​​​Report​​
​The beneficiary is unable to change the mobile number in "Sehhaty" app.
​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
​Decision Made
Two options were provided to change the mobile number in “Sehhaty”
Report​

​The problem of adding dependents (children) in "Sehhaty" app
​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
​Decision Made
​It has been agreed to select dependents from the National Information Center’s list, by showing dependents (children), selecting and activating them in “Sehhaty”, and receiving approval electronically
Report​

​Delayed arrival of activation code/verification code (OTP).
​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
​Decision Made
​Providing fingerprint or facial recognition feature instead of the activation code to access “Sehhaty”
Report​

​Lack of vaccines in healthcare centers
​​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
​Decision Made
​It was directed to make a weekly report that includes the main challenges leading to vaccines shortage, to be presented to senior officials on a regular basis. As a result, the number of reports on this issue was reduced
Report​

​Drug shortages in Ministry of Health's hospitals
​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
​Decision Made
​A control room was established to follow up on drug shortages, to find out the challenges facing health facilities in providing medicines to beneficiaries, resulting in reducing the number of weekly reports
Report​

​Delays in emergency departments of medical cities
​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
​Decision Made
A hotline was provided between the 937 Center and medical cities across the Kingdom, with the aim of easing pressure on the medical cities’ emergencies for cold cases​
Report​
Invoices and prices in private sector facilities.
​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
​Decision Made
​Weekly reports were submitted to the Ministry's senior officials on reports relating to (invoices and prices); an increase in the number of reports was noticed, with no clear procedures on these reports. The concerned agency is currently working on developing billing and pricing policies and procedures for the private sector​



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Last Update : 05 July 2021 01:07 PM
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