National health hotline cuts wait times with 24/7 support and AI upgrades
National health hotline cuts wait times with 24/7 support and AI upgrades
National health hotline cuts wait times with 24/7 support and AI upgrades
A national health call centre has been running around the clock since February, offering free support to patients every day of the year. The service now handles fewer calls than in early 2025, suggesting quicker resolutions for those seeking help.
The centre operates with extended hours, providing live assistance from 9:00 AM to 6:30 PM on weekdays. On weekends and public holidays, operators are available between 9:00 AM and 1:00 PM. Any messages left outside these times are reviewed the next working day.
Most callers have long-term conditions, with diabetes patients making up 30% of inquiries. Cancer and rheumatoid arthritis cases follow at 12% and 11% respectively. Initially, some delays affected medication deliveries for cancer and diabetes treatments, but these issues have now been resolved. A modernisation programme is underway to improve efficiency. New features will include a unified operator interface, an analytics dashboard, and automated call routing. An AI-powered chatbot is also in development to assist with common queries. The goal remains clear: resolving patient concerns in a single call where possible. All calls to the service are free, whether made from a mobile or landline phone.
The centre continues to expand its digital tools while maintaining 24/7 availability. With call volumes dropping, the updates aim to streamline support for patients with chronic illnesses. No official details have been released about partnerships with the Health Ministry or SK-Pharmacy LLP regarding medication supply as of March 2026.
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