Egypt Healthcare Authority: Average Satisfaction of Beneficiaries with the Services of the Comprehensive Health Insurance System is 91%
Egypt Healthcare Authority: 99.9% of Complaints Received Through the Unified Government Complaints System at the Cabinet have been Responded to Immediately
Egypt Healthcare Authority: 97% of Complaints and Inquiries Received from Beneficiaries in the Governorates Implementing the Comprehensive Health Insurance System have been Resolved
Head of the Egypt Healthcare Authority: Citizen satisfaction is the basis for providing medical service under the umbrella of comprehensive health coverage... and we have mechanisms to measure the satisfaction of beneficiaries with high accuracy
Head of the Egypt Healthcare Authority: Introducing new mechanisms to build bridges of trust between beneficiaries and the comprehensive health insurance system... and smart screens in facilities to poll the opinions of beneficiaries and evaluate the patient experience
Head of the Egypt Healthcare Authority: We welcome all suggestions that are sent to us... and immediate corrective measures to reach the satisfaction of the beneficiaries of the comprehensive health insurance system with the service
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The Egypt Healthcare Authority, headed by Dr. Ahmed El-Sobki, Head of the Authority and General Supervisor of the Universal Health Insurance and Decent Life Projects at the Ministry of Health and Population, announced the average satisfaction rate of beneficiaries with the medical service provided within its health facilities in all governorates implementing the Comprehensive Health Insurance System, which reached 91%.
The statement indicated the immediate response to 99.9% of the complaints received, through the Unified Government Complaints System at the Cabinet, during 2023, pointing out the elimination of the causes of all complaints received from beneficiaries through the Unified Government Complaints System.
The Egypt Healthcare Authority explained: All complaints and inquiries related to the beneficiaries of the Comprehensive Health Insurance System are received through several channels that ensure effective communication with the beneficiaries, including the Customer Service Center or the Call Center, Beneficiary Satisfaction Offices in all facilities affiliated with the Egypt Healthcare Authority in the governorates, and the Unified Government Complaints System of the Cabinet, then social media pages and platforms, and various media.
The Authority's statement noted that the percentage of completion of all complaints and inquiries received through all communication channels with beneficiaries in the governorates implementing the comprehensive health insurance "Port Said, Luxor, Ismailia, South Sinai, Suez and Aswan", reached 97%, during 2023.
Dr. Ahmed El-Sobki, Head of the Egypt Healthcare Authority and General Supervisor of the Universal Health Insurance and Decent Life Projects at the Ministry of Health and Population, confirmed his welcome to all suggestions that would achieve the highest level of satisfaction among the beneficiaries, and in a way that guarantees the provision of a distinguished level of medical services to the Egyptian citizen who benefits from the Comprehensive Health Insurance System, pointing out that the Authority works in accordance with the directives of the political leadership in this framework, which emphasizes direct communication with the Egyptian citizen to ensure his satisfaction with the level of medical services provided.
The Head of the Egypt Healthcare Authority added that the Beneficiary Satisfaction Team performs its work professionally and achieves tangible success on the ground, and through these mechanisms it contributed to building bridges of trust between the facilities of the Egypt Healthcare Authority, as it is the main state tool in providing the services of the Comprehensive Health Insurance System, and between the beneficiaries of the system, pointing out that the quality of the health service and its distinction and citizen satisfaction are the basis for providing the medical service in the new comprehensive health insurance system, which is enhanced by the goal of comprehensive health coverage in providing a distinguished service with high quality to all citizens on the land of Egypt.
For his part, Dr. Ahmed Danqal, Director General of the Beneficiary Satisfaction Department, pointed to the continuous survey of the opinions of the beneficiaries of the Comprehensive Health Insurance System within all facilities of the Authority, about the quality of the medical service provided within the facility, through questionnaires to measure their satisfaction with the medical service provided, whether through the Beneficiary Satisfaction Team inside the units and health centers and hospitals, or the smart survey screens spread inside the facilities of the Authority, through which the patient's experience and his treatment journey under the umbrella of comprehensive health coverage are evaluated.
Stressing that this aims to evaluate the speed of procedures and response in the comprehensive health insurance system and evaluate the performance of the work team, and evaluate the efficiency of the booking system through the call center, pointing out that immediate corrective measures are taken according to the feedback of the questionnaires, in order to reach the highest level of citizen satisfaction.
