{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,10,13]],"date-time":"2026-10-13T12:58:24Z","timestamp":1791896304869,"version":"4.3.4"},"reference-count":21,"publisher":"F1000 Research Ltd","license":[{"start":{"date-parts":[[2026,3,5]],"date-time":"2026-03-05T00:00:00Z","timestamp":1772668800000},"content-version":"tdm","delay-in-days":0,"URL":"https:\/\/creativecommons.org\/licenses\/by\/4.0\/"}],"content-domain":{"domain":["f1000research.com"],"crossmark-restriction":false},"short-container-title":["F1000Res"],"abstract":"<ns3:p>Abstract* Background Limited evidence exists regarding user satisfaction with 151 call center service established by the Ministry of Health in Kuwait. This study explores user satisfaction with a healthcare call center by analyzing user experiences with Kuwait\u2019s Ministry of Health 151 call center. Method A national anonymous online survey was conducted through Twitter, WhatsApp, and Facebook. A 5-point Likert scale was used to obtain user ratings of their satisfaction with the various aspects of the 151 call center. Mean ratings and their standard deviations summarized the ratings, as One-way ANOVA tested the existence of statistically significant differences in mean ratings across groups to identify factors influencing the ratings. Results Out of 1020 respondents, 28.4% (n\u00a0=\u00a0290) had contacted the 151 service with vaccination-related inquiries, general inquiries, and COVID-19-related inquiries. Overall, female participants expressed statistically significantly higher satisfaction levels with quality (p\u00a0&lt;\u00a00.021) and communication with doctors (p\u00a0&lt;\u00a00.030). Response to calls, forwarding of complains, and representatives\u2019 knowledge and skills were rated highly by respondents with high school diploma and bachelor\u2019s degree compared to individuals with less than high school education, master\u2019s degree, and doctorate degree (p\u00a0=\u00a00.032, p\u00a0=\u00a00.012, and p\u00a0=\u00a00.007, respectively). Conclusions Nationally-representative Kuwaiti embraced the 151 call center, with gender and education level influencing the participants\u2019 satisfaction with 151. The findings revealed the need for the call center to tailor-make services by gender and education diversities to optimize user experiences.<\/ns3:p>","DOI":"10.12688\/f1000research.170997.1","type":"journal-article","created":{"date-parts":[[2026,3,5]],"date-time":"2026-03-05T13:04:05Z","timestamp":1772715845000},"page":"364","update-policy":"https:\/\/doi.org\/10.12688\/f1000research.crossmark-policy","source":"Crossref","is-referenced-by-count":0,"title":["Personalizing health call center services: results from an online survey on user experiences in Kuwait"],"prefix":"10.12688","volume":"15","author":[{"given":"Elham","family":"Aldousari","sequence":"first","affiliation":[{"name":"Health Informatics and Information Management Kuwait City Al Asimah Governate 90805 Kuwait University College of Allied Health Sciences"}],"role":[{"vocabulary":"crossref","role":"author"}]},{"given":"Maha","family":"Alhajeri","sequence":"additional","affiliation":[{"name":"Health Informatics and Information Management Kuwait City Al Asimah Governate 90805 Kuwait University College of Allied Health Sciences"}],"role":[{"vocabulary":"crossref","role":"author"}]},{"ORCID":"https:\/\/orcid.org\/0000-0001-5924-7970","authenticated-orcid":false,"given":"Dennis","family":"Kithinji","sequence":"additional","affiliation":[{"name":"Research and Writing Maua Meru 60600 Medright Consulting LTD"},{"name":"Medical Laboratory Sciences Meru Meru County 60200 Meru University of Science and Technology"}],"role":[{"vocabulary":"crossref","role":"author"}]}],"member":"2560","published-online":{"date-parts":[[2026,3,5]]},"reference":[{"key":"ref1","doi-asserted-by":"publisher","first-page":"1751-1758","DOI":"10.1007\/s11606-020-05673-w","article-title":"\u201cI\u2019m not feeling like I\u2019m part of the conversation:\u201d Patients\u2019 perspectives on communicating in clinical video telehealth visits.","volume":"35","author":"H Gordon","year":"2020","journal-title":"J. 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