SEHA automates 70% of its services following new WhatsApp integration

The Abu Dhabi Health Services Company (SEHA) is launching a WhatsApp for Business offering for patients, resulting in a 70% automation of its interactions, the entity has announced.

This latest introduction will complement SEHA’s existing platforms for bookings, which includes its patient portal, smartphone app, and call centre. 


The WhatsApp channel – which can be accessed by messaging +971 2 410 2200 – will allow patients “to make and manage new and follow-up appointment bookings in under two minutes, cancel appointments, display all booked appointments, access general information, and keep up-to-date with the latest news,” SEHA shared in a statement.

Patients will be required to provide their Emirates ID details (the countrywide identification system for all citizens and residents).

While those residing in the UAE capital can book their COVID-19 vaccine through the SEHA app, it remains unclear whether they’ll also be able to do so via WhatsApp.

Starting tomorrow, 15 June, Abu Dhabi will restrict access to a number of public locations – including shopping malls, restaurants, cafes, and gyms – to those who have been vaccinated against COVID-19, or recently tested negative via a PCR test. All citizens and residents will be required to provide proof of vaccination via the national tracking Al Hosn app. However, a number of fully-vaccinated residents have reportedly raised concerns that their status is not showing on their Al Hosn profile.


According to SEHA, the introduction follows customer demand for the service.

“At SEHA, we pride ourselves on listening to our customers and incorporating their feedback into our processes and services,” explained Bader Al Qubaisi, Group Chief Information Officer at SEHA. “Based on recent patient experience survey results, 70% of SEHA’s patients asked for self-services to help them easily manage their appointments and other services, particularly on one of the most popular social media apps on mobile phones – WhatsApp.”

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