THE INSTITUTE OF MENTAL HEALTH CALL CENTRE SERVICE ASSESSMENT

NOTICE PAPER NO. 38

NOTICE OF QUESTION FOR WRITTEN ANSWER

FOR THE SITTING OF PARLIAMENT ON 22 SEPTEMBER 2025

Name and Constituency of Member of Parliament

Ms Mariam Jaafar

MP for Sembawang GRC

Question No.161

To ask the 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

Answer

1        The Institute of Mental Health (IMH) conducts monthly assessments of its Main Line and Outpatient Appointment Line as part of service quality monitoring.

2        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 IT 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.