A team from Hamad Medical Corporation’s (HMC) Center for Patient Experience and Employee Engagement (CPESE) has been recognised for its efforts to create a better experience for patients.
The team recently won two awards at HMC’s annual employee recognition event, the Stars of Excellence Awards. The award recognised the group’s success in improving patient experience by unifying its service under a single customer service brand – Nesma’ak. The name Nesma’ak, which means ‘We are Listening,’ was chosen to reflect HMC’s focus on better engagement with patients and the public.
The Nesma’ak Customer Service Programme, launched in June 2016, included the creation of a five-digit patient call centre telephone number – 16060 – to make it easier for patients and visitors to remember, should they need to ask questions, change their appointments, make comments, or provide feedback.
Since the programme’s launch, patient feedback has increased by more than 500% and over the last 15 months, a total of 8,745 written comments and 3,537 written compliments have been received.
Nasser al-Naimi, deputy chief quality officer, Center for Patient Experience and Staff Engagement said, “This is a great achievement for HMC, with the results of this project exceeding international benchmarks. By listening to our patients and using our call centre, website, and customer service desks as channels to engage in dialogue with our patients, we are working to ensure patients feel confident in their treatment journey, feel connected to their care teams and engaged in their own care. Our ultimate goal is to deliver the best patient experience possible and we believe the implementation of the Nesma’ak programme is helping us achieve this,” al-Naimi added.
The Nesma’ak programme has also been recognised internationally, winning awards at the Middle East Customer Experience Conference & Awards 2016. The programme won awards in two categories: ‘Best Implementation of a Customer Experience Programme’ and ‘The Customer Experience Programme of the Year.’
HE the Minister of Public Health Dr Hanan Mohamed al-Kuwari with the Nesma’ak team u2013 winners of the Managing Director’s Special Award and the Star of Excellence Award in the Patient Experience category.
