Vision

MOH Statistics and Indicators

937-Service Center Statistics
Feedback to Contact Centers General Management
(First half -2023)
 Create an account/Log in (Sehhaty).
​Number of closed complaints
99.89%
​Number of Reports
11072​
​Report Source​
​Call Center (937) - E-mail - Twitter - E-portal​​
Service Evaluation
​99%​
​Evaluation Period (month/quarter)
​Fi​rst half - 2023

​
Decision taken for improvement

Enable login through Nafaz.
Enable login by Fase ID
Periodic follow-up of the most prominent challenges facing beneficiaries in logging in and identifying improvement opportunities.
Appointments Service (Sehhaty).
​Number of closed complaints
99.95%

​Number of Reports
9998
​Report Source​
Call Center (937) - E-mail - Twitter - E-portal​​
Service Evaluation
95%
​Evaluation Period (month/quarter)
​Fi​rst h​alf - 2023
​Approved decision for improvement
periodic follow-up of the indicators" percentage of appointments available in the application
Unifying appointment booking systems through a unified platform
Shortage in Vaccinations
​Number of closed complaints
98.95%
​Number of Reports
4032

​Report Source​
Call Center (937) - E-mail - Twitter - E-portal​​
Service Evaluation
97%
​Evaluation Period (month/quarter)
Fi​rst h​alf - 2023

​Approved decision for improvement
Review the periodic report to support decision makers
Setting a target for the weekly number of reports less than 100
Continuous follow-up by the service owner, identifying defects and remediation
Creating a vaccination steering committee at the level of the Ministry of Health.
   Problems related to receiving the patient in the Health Facility - Emergency
​Number of closed complaints
99.33%

​Number of Reports
28549

​Report Source​
Call Center (937) - E-mail - Twitter - E-portal​​
Service Evaluation
97%

​Evaluation Period (month/quarter)
Fi​rst h​alf - 2023


​Approved decision for improvement
Review the periodic report to support decision makers
Setting a target for the weekly number of reports less than 1,500
Continuous follow-up by the owner of the service, identifying defect sites and remediation
Issuing alerts on the health facility in which the overcrowding of patients was determined, and sharing it with the service operator and service owner


Shortage in Med​icines
​Number of closed complaints
99.33%​
​​Number of Reports
13816​
​​Report SourceCall Center (937) - E-mail - Twitter - E-portal​
​Service Evaluation
79%​
​Evaluation Period (month/quarter)
Fi​rst h​alf - 2023​

​




Approved decision for improvement
​Reviewing the periodic report to support decision makers
Setting a target for the weekly number of reports less than 1,500
Continuous follow-up by the owner of the service,
identifying defect sites and remediation
Establishing a committee for the shortage of medicines and medical supplies headed by His Excellency the President of the Food and Drug Authority
Creating an operating room for respiratory medicines to monitor the availability of medicines in community pharmacies
Creating a supervisory committee on Wasfaty service to follow up on the most important challenges facing the service and identify opportunities for improvement.



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 : 31 July 2023 01:48 PM
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