Assessment of Service Quality Levels for Telephone Calls made to IMH's Main and Outpatient Appointment Lines

Ms Mariam Jaafar asked the Coordinating Minister for Social Policies and Minister for Health (a) whether regular assessments are made of the Institute of Mental Health’s service quality levels for telephone calls made to its Main Line and Outpatient Appointment Line; and (b) what has been the trend on key metrics including but not limited to call abandonment rate, service quality level, average handling time, and caller satisfaction, over the past two years.

Mr Ong Ye Kung: The Institute of Mental Health (IMH) conducts monthly assessments of its Main Line and Outpatient Appointment Line as part of service quality monitoring.

The abandonment rates and average handling times of IMH's Main Line and Outpatient Appointment Line grew in recent months, mainly due to growing call volumes and transition of a major information technology system at this hospital. IMH has put in place measures to improve call management, such as ramping up and redeploying manpower, and improving operational processes. Caller satisfaction data will be tracked from late-2025 through post-call surveys.