The head of health care follows up on performance indicators and citizens’ satisfaction with health services during 2025
Dr. Ahmed Al-Sabki, President of the General Authority for Health Care and General Supervisor of the Comprehensive Health Insurance Project, held an expanded meeting with the General Administration of Customer Satisfaction to follow up on performance indicators during the last period of 2025, and to discuss challenges and future development plans to improve the experience of beneficiaries within the comprehensive health insurance system.
Dr. Ahmed Dunqul, Director General of the General Administration of Customer Satisfaction, participated in the meeting, to Along with supervisors and members of the public administration, and their counterparts in the branches and health facilities affiliated with the Authority in the governorates of the first phase of implementing the comprehensive health insurance system: “Port Said, Luxor, Ismailia, South Sinai, Suez, and Aswan,” where Dr. Ahmed Dunqul reviewed performance reports, complaints completion rates, and citizens’ satisfaction levels with the health services provided.
Dr. Ahmed Al-Sobki confirmed that Citizen satisfaction is the most important indicator of the success of the comprehensive health insurance system, and the true measure of the success of the authority’s services, noting that the authority achieved a general satisfaction rate of 86% with the services provided within its facilities in various governorates, 92% in primary care centers and 84% in hospitals, stressing the continued achievement of positive performance indicators, which reflects the continuous improvement in the quality of service and the confidence of beneficiaries.
The head of the authority indicated that the complaints system witnessed an outstanding performance during the first half of the year. This year, all complaints and proposals to improve the service were received through the authority’s communication channels, with a 95% completion rate in handling complaints in all seven channels, whether through the customer service center, beneficiary satisfaction offices, the electronic portal of the Council of Ministers, social media channels, the House of Representatives, the localities and the governorate, or field work.
Complaints received through the Cabinet portal and media monitoring also achieved a superior response rate within the first 48 hours by Achievement exceeded 99%.
Al-Subki explained that there were 66,976 internal referrals that confirm the integration between levels of care, and ensure that the beneficiary reaches the optimal service within the Authority’s facilities quickly and efficiently, which reflects the development of the efficiency of medical services within the Authority’s health facilities, whether in primary, secondary or tertiary care.
He added that the Authority conducted 683,603 questionnaires to measure indicators of user satisfaction with all Governorates, in addition to central random questionnaires with an average satisfaction rate of 85%, to ensure verification of the credibility of data and to achieve continuous monitoring of the quality of services.
During the meeting, Dr. Ahmed Donqul reviewed the efforts made by the public administration and its branches in the governorates to achieve rapid response and solve problems immediately, stressing the spirit of teamwork and continuous coordination between the central teams and field branches. He pointed out that the administration works according to a proactive approach aimed at daily follow-up and enhancing integration between the central teams and field branches to ensure continuous improvement of services.
Dunkul indicated that the Authority witnessed an increase in the number of executive councils for user satisfaction in the governorates by 35% over the past year, with an average of 164 monthly meetings to discuss challenges and proposals with the participation of civil society and beneficiaries, which contributes to improving the patient experience and developing the field work system.
And within the framework of awareness. And community participation, Al-Subki explained that the Authority implemented 2,928 educational seminars inside health facilities, benefiting more than 120,000 citizens, in addition to 112 patient-centered care initiatives that benefited 50,000 citizens, and implementing 356 field visits to institutions, schools, care homes, clubs, and Bedouin communities, including 30,000 beneficiaries.
The Authority also launched major awareness campaigns that benefited thousands of citizens in the six affiliated governorates. To the authority.
Al-Subki stressed: “We continue the authority’s journey towards innovative and advanced health care, in implementation of the directives of the political leadership, with a focus on quality and efficiency, and citizen satisfaction is the ultimate goal of the care authority.”
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