Quality control in emergency services: Call-back system proves effective

With the goal of further improving service quality in the healthcare sector, the Republican Emergency Medical Center of Uzbekistan has introduced the Call-back system (return call) in all regional branches. Inspired by the successful experience in the Samarkand region, this innovation has been launched across the entire country as a pilot project this year.

The main goal of the system is to identify complaints about the 103 service in a timely manner, to study the reasons for appeals, and to promptly address them. Thanks to regular monitoring of ambulance teams through Call-back, the number of complaints from the public has dropped sharply.

For example, while in May-June last year, 783 such appeals were received by the 103 service, during the same period in 2025 this figure decreased by 32.3% to 538. Such positive change demonstrates not only the implementation of the system but also its effective functioning.

According to officials, the Call-back system provides an opportunity to study citizens’ individual opinions and suggestions, maintain constant communication with them, and assess how satisfied they are with the services provided. Through this, practical measures are being taken to further improve the quality of emergency medical services, eliminate shortcomings in the system, and most importantly, increase public trust.

In conclusion, the introduction of the Call-back system in the republic has ushered in a new stage in strengthening quality control in emergency medical services and protecting the interests of the population. This system is expected to develop further and be introduced into other sectors as well. Read 'Zamin' on Telegram!