Tawam Hospital announced today that it had implemented a state-of-the-art interactive voice response system that integrates voice, text, and e-mail communications in a bilingual platform. Languages supported by this new, 24/7 system, include Arabic and English.

Patients and visitors who phone the hospital will experience increased customer service efficiency that the new system provides in terms of reduced ‘on hold’ waiting times, as well as faster processing and scheduling of appointments, medical tests, and other hospital services.

The Interactive Voice Response System connects patients and visitors not only to their appointments and other inquiries but also to clinical departments, the pharmacy, patient affairs, health insurance, and human resources. As part of the enhanced security feature of Tawam’s Interactive Voice Response System, patients can arrange their appointment and other inquiries by calling 03-7677444 from their registered mobile number at Tawam Hospital and by providing their Medical Record Number. This ensures privacy and confidentiality to patients and visitors as well as helps to prevent theft of personal information.

Maisaloon Al-Tammam, Senior Call Centre Officer at Tawam Hospital said: “We became aware of patient and visitor requests to increase the efficiency of our telephone services through our customer satisfaction and Mas’ool initiatives. We have responded to one of their key requests and that is to decrease phone call ‘on hold’ wait times. We are pleased to offer this state-of-the-art system and hope that our patients and visitors will find increasing benefits from the services it offers.”

Tawam Hospital is part of the SEHA Health System and is owned and operated by SEHA, which is responsible for the curative activities of all the public hospitals and clinics in the Emirate of Abu Dhabi.

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