Dr. Abdulaziz Al Zarooni, Acting Executive Director of the Financial Sector and Support Services at Emirates Health Services, the pioneer in providing the highest levels of health care in compliance with the most advanced modern medical, technological, and digital practices, said the level of service quality at the EHS call center has reached 92.7%. The call centre also achieved 100 percent digital transformation while electronic services provided via the EHS website reached 81%.
He added that the EHS is committed to improving its digital services system and is interested in strengthening the digital services system related to its communications functions. This is to further enhance the experience of clients looking for long-term solutions and quick responses, with the call center functioning with great efficiency and assuring exceptional performance quality.
Diversifying the range channels for accessing EHS services
The number of calls received by the EHS call center has reduced due to an increase in the usage of other communication channels and the EHS smart application with the call centre receiving 160,000 phone calls during the first half of this year compared to 195,000 during the same period last year. In the first six months of 2023, the call center received 14,000 emails compared to only 2,800 during the same period in 2022.
90.7% consumer satisfaction and 138 customer happiness centres
Ahmed Al Suwaidi, Director of Customer Happiness Departments at Emirates Health Services, said the call center’s customer satisfaction rate during the first half of 2023 was 90.7%. This was determined based on an evaluation of the customer experience by using a customer satisfaction questionnaire following their call. He added that EHS has 138 customer happiness centres in six emirates, from Dubai to Fujairah, adding that it uses the Global Star Rating System for services for classification, with the goal of offering the highest quality of health care to the public.
7 channels to access EHS services
The call center offers seven channels to access EHS services, including customer happiness centres in each health facility, the institution's website, smart application, toll-free number 8008877, instant chat, e-mail, and metaverse. The centre is open 24 hours a day, seven days a week. Individuals seeking to contact the call center can send an email to the center's e-mail address, info@ehs.gov.ae.