Dubai Health Patient Experience & Service Excellence 2025

Customer Care Annual Review 2025

Dubai Health: Patient Experience Leadership

Scope: Omnichannel Performance, Digital Transformation, & Staff Capability (Jan - Dec 2025)

Operational Excellence & Resolution Power

Total Volume: Successfully managed ~2M patient requests.

Immediate Resolution: 90% closure at first interaction (Target: 85%).

Specialized Workflow: New queues for Insurance & Radiology.

First Contact Resolution (FCR) Growth

Year-on-Year Growth: 30% increase in FCR efficiency compared to 2024. Consistently achieving ≥80% across Call Center, App, and WhatsApp.

Digital Transformation & System Innovation

Core Platform: Migration to GENESYS Cloud CX for seamless omnichannel.

Digital Adoption: ≥60% of all appointments booked via digital channels.

Web & WhatsApp: Phase 1 automated resolution live.

From Reactive to Proactive Care

20%

Reduction in No-Shows

Achieved through automated notifications and preparations. 90% of delays and changes are now communicated proactively.

Patient Experience: Vulnerable Groups

25% reduction in patient effort required to complete tasks.

90% Satisfaction Rate among Elderly & People of Determination.

Voice of Patient (VOP): Full implementation of monthly integrated PX reports.

Complaint Management Efficiency

30% Total Reduction in Complaints

90% of remaining complaints resolved at the first response.

Staff Capability & Service Recovery

Workforce Readiness: 100% of frontline staff trained in Empathy and Service Recovery.

Escalation Management: 85% of complex cases resolved within 24 hours.

Service Recovery: Review protocols ensuring issues are fixed before escalation.

Strategic Decisions Required

Budget Approval for Phase 2 Digital Expansion (Q1 2026).

Resource Allocation for specialized queues expansion.

Summary: Achieved a data-driven, empathy-led healthcare ecosystem in 2025.

Thank You

Dubai Health Customer Care

2026