Hamad Medical Corp (HMC) has won two awards in the customer experience category at the 2016 Annual Middle East CX Awards in Dubai recently.
The awards are Middle East CX Company of The Year (Public Sector) and Best CX Implementation.
The Middle East CX Company of The Year award recognises HMC’s Nesma’ak Customer Service programme as the best in the region; meeting international benchmarks and standards and also for deploying an innovative approach to customer experience management.
The Best CX Implementation award recognises HMC’s implementation methodology for rolling out a complex customer experience programme across multiple sites in a systematic and seamless manner.
HMC was awarded the distinctions as a result of efforts made by the healthcare organisation’s Center for Patient Experience and Staff Engagement Department (CPESE).
Nasser al-Naimi, deputy chief quality officer, CPESE and Adil Bashir Ahmed, assistant executive director of HMC’s Corporate Customer Services, said that the awards are a reflection of the dedication and hard work of the entire Nesma’ak team.
HMC’s Nesma’ak customer service team is responsible for registering and managing all general enquiries, comments and complaints across HMC.
Nesma’ak is also responsible for conducting patient surveys.
Patients and visitors can approach any Nesma’ak service desk at a HMC hospital, or call the 16060 Nesma’ak Call centre for assistance, seven days a week.
Al-Naimi said, “We are so proud to have been recognised as the leading organisation that is providing cutting-edge customer service in the region.
“Winning these two awards demonstrates our commitment to offering seamless services to our patients and this aligns with HMC’s overall goal of providing the safest, most compassionate and most effective care to each and every one of our patients.”
HMC launched and implemented its customer service brand ‘Nesma’ak’ in June 2016.
HMC staff pose with the two awards for customer experience.
