Emirates Health Services (EHS) has launched the ‘Riyada’ initiative as part of its efforts to advance the health services system and develop delivery channels, in line with its strategies and aspirations to enhance quality of life, implement the highest standards of smart health services, and ensure customer happiness and satisfaction.
The initiative aims to enhance the customer experience and offer them fast and effective services; it strives to upgrade the integrated services EHS provides to comply with international best practices and standards, meet the requirements of the international star-rating system, help modernise and develop work systems, upskill professionals, and ultimately achieve the best results in terms of customer and employee happiness.
The ‘Riyada’ initiative includes four channels, namely, the customer relationship management system, the customer experience lab, the internal mystery shopper programme, and the unified call centre. The objective is to drive integration and consistency in the provision of health services to meet customer requirements and future aspirations and ensure a consistently excellent experience delivered by happy employees.
Dr. Abdulaziz Al Zarooni, Acting Executive Director of the Financial Sector and Support Services at EHS, explained that the UAE’s wise leadership has launched a set of strategies, policies, and initiatives designed to build trust, strengthen relations between institutions and the community, and promote happiness among individuals through various channels, including service provision, which has witnessed considerable progress in the past few years.
“Emirates Health Services has successfully navigated the challenges of the recent period, coming up with innovate solutions to provide top-quality services,” HE. Dr. Al Zarooni said. “This has enabled us to make great achievements that enhance our role in upgrading the health services sector and boosting its global competitiveness. We are determined to take on challenges, strive for success, and serve the community to the fullest, and this is our incentive to continue to provide outstanding services to the citizens and residents of the UAE, and to keep moving towards our goals to be the best government in the world in terms of providing services.”
“‘Riyada’ is an important initiative that speaks to the core of our role as a service providing institution,” he added. “The UAE’s wise leadership has adopted the global star rating system as part of its efforts to provide advanced, round-the-clock services that are available anywhere. This system was developed in line with international best practices and designed to involve customers in the service development and provision process. EHS is committed to the UAE Government’s directives and dedicated to ensuring advanced levels of happiness for our customers.”
For his part, Ahmed Al Suwaidi, Director of EHS’ Customer Happiness Department, stated that: “Excellence and the continuous upgrade of the way we provide services is a journey that never ends and that calls for increased cooperation and maximum efforts from all stakeholders. Our goal at Emirates Health Services is to remain committed to national agendas and the UAE Strategy for Government Services 2021-2025, in an effort to boost the Emirates’ competitiveness in the sector and fulfil its vision to become the best government in the world in terms of providing government services. We strive for EHS to always be at the forefront of efforts to ensure the happiness, wellbeing, and comfort of UAE citizens and residents.”