DHA answers 225,543 calls in 2015

Dubai / Emirates Business

The Dubai Health Authority’s (DHA) call centre (800342) has extended its working hours and now functions round-the-clock, said a top health
official.
Shaikha Al Rahoomi, Director of Customer Relations at the Dubai Health Authority said the move is in line with the Authority’s vision to provide convenience to its customers.
Al Rahoomi said: “We have extended our working hours from March this month and the main reason is to improve customer satisfaction and help address customer queries. Customers can call us regarding any of their queries with regard to DHA services including licensing and regulation, medical fitness, hospitals and health centres etc. Our call centre agents speak five languages: Arabic, English, Urdu, Farsi and French and in 2015, the DHA call centre received 225, 543 calls, which is a significantly high number.”
Al Rahoomi added that the percentage of calls answered was 96 per cent and the remaining four per cent amounted to calls missed. Of the calls received, 57 per cent were queries about licensing and regulations and the remaining calls included queries about DHA hospital services, locations, feedback and complaints, medical fitness, DHA services etc.”
Al Rahoomi added that the DHA issued a customer service charter in 2015 and so far the department has conducted more than 25 training workshops for DHA customer service officials so that they are aware of the charter and their roles and
responsibilities.