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937-Service Center Statistics

Feedback to Contact Centers General Management

(Third Quarter – 2022)

Problem of adding dependent children to Sehhaty App
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

Delays of Emergency Departments in Medical Cities
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

Delay of receiving verification Code (OTP)
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

Inability of beneficiary to change mobile number on Sehhaty App
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

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 : 13 November 2022 12:41 PM

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