Emirates Health Services (EHS) has announced the conversion of 25 services into 100% "proactive" services, reducing processing time by 24.4 minutes per transaction upon proactive issuance of the health card. This step will reduce service delivery times by 4.9 million minutes annually as 4 proactive services are delivered in 0 seconds.
H.E. Dr. Abdulaziz Al Zarooni, Acting Executive Director of the Financial Sector and Support Services at Emirates Health Services, said that the initiative is in line with EHS' goal to optimize service delivery times and is consistent with its directions to provide high-quality health services quickly and seamlessly. This is also part of a systematic plan to bring about a qualitative shift in response speed, accuracy of delivery, and overall quality and efficiency.
Ahmed Al Suwaidi, Director of Customer Happiness Department at EHS, noted that: “As a leading entity that provides services, EHS strives to provide and deliver the best services in the healthcare sector, enhance the quality of its services in accordance with the best international standards and practices, and strengthen the sector's position in the UAE as well as regionally and globally. Adopting a proactive customer services approach is in line with the “We the UAE 2031” vision to provide and promote integrated proactive digital services.”
Al Suwaidi emphasized that proactive services will save the customer’s time and effort and meet their needs. These proactive services are based on smart technologies that allow data analysis and measurement of customer happiness, allowing improvements and adjustments to provide better service models in the future and continuously.
In addition, Al Suwaidi reported that EHS operates a Customer Happiness Centre at each of its health facilities, where it applies the Global Star Rating System. He highlighted that the call center operates around the clock. Not only that but it delivers many supporting channels to communicate with the public other than the toll-free call service, such as instant chat, the "Metaverse" platform, the "Virtual Chat" app, and "My Digital Services" platform.
User Experience Lab
Furthermore, Al Suwaidi added that EHS has launched the "User Experience Lab" to engage customers in service development using artificial intelligence in order to identify troublesome processes or transactions. The troubles faced by the customers can be detected using eye-tracking devices, identifying focus points, as well as thermal mapping technology. Approximately 233 users participated in the lab experience with 537 developmental research opportunities designed through 24 simulation sessions.
Al Suwaidi explained that EHS continues to provide the best services based on AI and modern technology, launching the "Mobile User Experience Lab" in Q3 to reach customers wherever they are, allowing them to voice their opinions, review their experiences, and make suggestions at close range.
The proactive services include a number of key services, such as a medical fitness examination for university enrolment, which allows students attending universities in the UAE and scholarships abroad to apply for a medical fitness certificate after undergoing a medical examination, including risk assessment, general examination, and lab tests. Among EHS’ services are also preventive and therapeutic dental services for children.
Within EHS’ various services, contagious disease consulting services are provided for patients as well as those at risk, where they are given professional health advice to deal with the stress and risks. These individuals are given advice on how to maintain personal safety and that of relatives and contacts. It also includes the “Etmenan” service, which provides comprehensive periodic screening services for non-contagious and chronic diseases such as heart disease, hypertension, diabetes, cancer, lung disease, osteoporosis, and depression as well as vaccination and detection of health problems related to smoking, nutrition and lifestyle.
In addition, the Preventive Vaccination Service provides immunization and protection to individuals and society against contagious diseases in accordance with UAE and WHO recommendations and standards. Resident People of determination of different nationalities are also entitled to a healthcare card and benefit from free health services at EHS’ facilities These are a few examples among the many other services provided by Emirates Health Services.