The President of the Egypt Healthcare Authority has announced a notable achievement in April 2024, marking a first by resolving 100% of the complaints received from beneficiaries of the universal health insurance system through the Unified Governmental Complaints System at the Council of Ministers.
Dr. Ahmed El-Sabki, the head of the Egypt Healthcare Authority and the supervisor of the comprehensive health insurance and "Decent Life" projects, lauded the efforts of the Beneficiary Satisfaction Management at the authority, and its counterparts in branches and health facilities across the governorates implementing the first phase of the comprehensive insurance system, including Port Said, Luxor, Ismailia, South Sinai, Aswan, and Suez. He praised their high level of interaction and immediate response to resolving beneficiaries' complaints.
Dr. El-Sabki highlighted the proactive efforts of the Beneficiary Satisfaction Management to facilitate the access of comprehensive health insurance beneficiaries to necessary health services and care at the authority’s facilities. This management acts as the primary link between the health facility and the beneficiary, continuously striving to provide the best and quickest response possible to address and resolve complaints.
Emphasizing the importance of addressing all complaints, particularly those received through the Unified Governmental Complaints System, Dr. El-Sabki acknowledged this channel as a crucial link connecting citizens to the government. It allows them to submit complaints, which are then sent to the relevant authorities for review and resolution, thus ensuring the highest satisfaction rates among beneficiaries of the new comprehensive health insurance system and strengthening their trust in it.
Dr. El-Sabki appreciated the efforts of all those involved in the Unified Governmental Complaints System at the Council of Ministers, thanking them for their effective coordination, which has ensured the delivery of excellent medical services to comprehensive health insurance beneficiaries. He affirmed the continued dedication to achieving the highest levels of healthcare for the community.
Dr. Ahmed Dongul, the General Manager of Beneficiary Satisfaction at the Egypt Healthcare Authority, mentioned that the Beneficiary Satisfaction department handled and resolved over 500 complaints from the mentioned governorates during April 2024. All complaints were resolved with a 100% success rate. He reiterated the authority's commitment to rapid and immediate responses to the complaints from beneficiaries of the comprehensive health insurance, emphasizing that this approach contributes to the development and improvement of the services provided.
Citizens can submit complaints through the Unified Governmental Complaints System via the hotline 16528, through the complaint system's website at www.shakwa.eg, and via the "In Your Service" mobile application.
