Saudi Gazette report
RIYADH — The 937 Call Center of the Ministry of Health received 2,575,939 calls in May, including 96,18,961 general inquiries, 72,232 calls for appointment booking, and 295,020 COVID-19 inquiries. That is to be added to 45,176 reports, and 702,535 medical consultations, the ministry said.
The ministry has recently announced launching the first phase of WhatsApp service for its 937 Call Center. The service features interactive chat on WhatsApp number 920005937.
It has also announced launch of the first phase of the 937 Call Center’s sign-language service ‘Ishara’. This service is intended to enable those with a hearing disability (the deaf and hearing-impaired) to benefit from the center’s services. This phase includes: general inquiries, booking appointments at health centers, and medical consultation services, all 24/7.
The 937 Call Center continues to provide its services to beneficiaries and the community by voicing their demands and concerns. It operates in a manner where beneficiaries are the focal point. The call center provides all kinds of services to them.
Moreover, its role goes beyond just receiving calls. It also follows up on reports and complaints and makes sure they are closed, measures satisfaction, and makes suggestions to improve services. The 937 Call Center also analyzes data and provides statistics and recommendations to ensure services are constantly enhanced.
It also provides innovative solutions to maintain service quality and support the development of services and businesses. The call center also supports the electronic applications launched by MoH.
The center employs over 1,000 customer service specialists and a doctor, through various channels, including (telephone, social media, email, e-applications, and instant chat on the ministry website.)
It also upholds the best practices in the field of excellence and communication services. It provides the following services: consultations with qualified doctors, appointment reservation at PHCs, smoking cessation clinic appointments, and technical support for MoH e-applications. It provides other services including medical referrals and treatment requests, complaints and reporting, taking suggestions and creative ideas, general inquiries, and transaction follow-up.
