National Health Regulatory Authority Bahrain

Development Initiative	Objective	Expected Outcome
Improve Customer Satisfaction	Enhance customer experience by analyzing customer feedback, complaints, and suggestions, and implementing targeted improvement initiatives based on customer needs and expectations.	Increased customer satisfaction levels and improved customer experience across all service channels.
Launch the Mawaeed Appointment System	Enable customers to book appointments online in advance, improving service accessibility, visit planning, and queue management.	Improved customer experience, reduced waiting times, and more efficient service delivery.
Activate the Post-Call Customer Satisfaction Survey	Strengthen customer satisfaction measurement by allowing customers to evaluate the service immediately after completing a call.	Increased survey participation rates and more reliable customer satisfaction data.
Activate WhatsApp Support for Online Services	Provide a direct communication channel to assist customers with inquiries related to electronic systems and online services.	Faster customer support, improved accessibility, and enhanced user experience for digital services.
Transform Authorized Medical Device Inspections into a Virtual Service	Conduct medical device inspections remotely through video calls to reduce time, effort, and operational delays.	Digitized inspection process, faster service delivery, and reduced need for on-site visits.

Development Initiative

Objective

Expected Outcome

Improve Customer Satisfaction

Enhance customer experience by analyzing customer feedback, complaints, and suggestions, and implementing targeted improvement initiatives based on customer needs and expectations.

Increased customer satisfaction levels and improved customer experience across all service channels.

Launch the Mawaeed Appointment System

Enable customers to book appointments online in advance, improving service accessibility, visit planning, and queue management.

Improved customer experience, reduced waiting times, and more efficient service delivery.

Activate the Post-Call Customer Satisfaction Survey

Strengthen customer satisfaction measurement by allowing customers to evaluate the service immediately after completing a call.

Increased survey participation rates and more reliable customer satisfaction data.

Activate WhatsApp Support for Online Services

Provide a direct communication channel to assist customers with inquiries related to electronic systems and online services.

Faster customer support, improved accessibility, and enhanced user experience for digital services.

Transform Authorized Medical Device Inspections into a Virtual Service

Conduct medical device inspections remotely through video calls to reduce time, effort, and operational delays.

Digitized inspection process, faster service delivery, and reduced need for on-site visits.

Quick Contact

Customer Service Centre Development Procedures

Customer Service Center Evaluation

Service Level Agreement

Online Customer Service Strategy

Customer Service Centre Development Procedures

E Services Directory

E Services

Live chat and technical support

Customer Service Center Evaluation Results

Social media

Overview

MORE INFO

Customer Service Center Evaluation

Service Level Agreement

Online Customer Service Strategy

Customer Service Centre Development Procedures

E Services Directory

E Services

Live chat and technical support

Customer Service Center Evaluation Results

Social media

Overview

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Health Profession Regulation Section

Medical Devices & Supplies Control Section

Accreditation & Quality Group

Health Facilities Regulation Section

Clinical Trials & CPD Regulation Section

Legal Affairs Group

Pharmacy & Pharmaceutical Products Regulation Section

Medical Complaints & Investigation Section

Quick Contact

Customer Service Centre Development Procedures

MORE INFO

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