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News : One Medicare Sets Up 24-hour Call Centre


Kuching, Malaysia, Oct 16, 2018 -- One Medicare Sdn Bhd (OMSB), one of five concessionaire companies in Malaysia providing healthcare facilities management, recently launched One Medicare Call Centre (Call Centre) to further boost its support services to all 23 government hospitals in Sarawak.

The 24 hours Call Centre was officiated by Ministry of Health’s (MOH) Deputy Secretary General TKSU (K); Datuk Mohd Shafiq Bin Abdullah.

According to OMSB’s chief executive officer, Sazali Tuah Neli, the Call Centre is part of OMSB’s initiative to boost its hospital support services.

"Since 2015, we have been providing six core services to all 23 government hospitals in Sarawak; Facilities Management Services (FMS), Facility Engineering Maintenance Services (FEMS), Biomedical Engineering Maintenance Services (BEMS), Linen and Laundry Management Services (LLS), Healthcare Waste Management Services (HWMS) and Sustainability Programme (SP).

"Not to be mistaken as Customer Service Call Centre, OMSB’s Call Centre is to enhance existing services it has provided to all hospitals.

"For example, through this facility, OMSB will be able to effectively log and monitor service requests from all 23 hospitals such as unscheduled maintenance of building facilities, equipment breakdown repair and corrective maintenance. The Call Centre will also cut down inquiry time for hospitals scheduling maintenance, services or status of assets," he said in a statement.

OMSB Call Centre uses ASIS software system, an integrated system that provides centralised call centre solution.

With all calls streamlined to one central point, OMSB will be able to collect, standardise and attend to inquiries and requests more effectively. The data collected will also provide information on how OMSB will be able to expand its services to better cater to hospitals’ needs.

Sazali shared, "Our Call Centre is in line with MOH’s initiative to digitalise hospital support services. We are committed to our contribution in ensuring better healthcare for all in Sarawak and this Call Centre is one of our efforts to go above and beyond to improve hospitals’ (and our) services.

"We hope with the establishment of this Call Centre, we will be able to increase service delivery efficiency, as well as ensure effective and clear communication between hospitals and OMSB."

"Moving forward, we are looking into setting up an operation response unit within the Call Centre facility. This is to further enhance call management – ensuring all calls and service requests are attended to in timely manner. The unit will also be analysing data received to develop solutions on improving our services better," he concluded.

OMSB 24-hrs Call Centre has begun its operation since August 6, 2018 and is the first hospital support services call centre set-up in Sarawak.

As part of its ongoing support service to hospitals, OMSB has also purchased an ambulance which serves as a loaner unit to other hospitals in need to ensure smooth emergency response operation. The loaner unit has travelled as far as Sarikei, and OMSB is one of the concessionaire companies with this added service.


Posted by Veronica Silva Cusi, news correspondent

Today's Tip of the Day - “Niceness” Alone Doesn’t Create Customer Loyalty

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Published: Wednesday, October 17, 2018

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