HMC customer service receiving 5,600 calls a day

Doha: Hamad Medical Corporation (HMC) s Nesma ak Customer Service has merged as the main channel of communication for patients, with its call centre r...

Doha: Hamad Medical Corporation (HMC)’s Nesma’ak Customer Service has merged as the main channel of communication for patients, with its call centre receiving an average of 5,600 calls a day.

Nesma’ak Customer Service supports the patients’ entire journey at HMC through several services, said Nasser Al Naimi, Chief of Patient Experience at HMC and Director of the Hamad Healthcare Quality Institute, while speaking to The Peninsula recently.

“The Nesma’ak Customer Service is the point of triaging, processing, tracking, coordinating the resolution process and addressing all feedback received by customers. Part of Nesma’ak responsibility is the data analysing of complaints, comments and patient satisfaction – highlighting trends and root cause to the higher management,” said Al Naimi.

“Our staff proactively engage with patients and collect satisfaction surveys related to the service provided within HMC,” he added.

According Al Naimi, Nesma’ak Customer Service staff are available at all HMC facilities through over 65 help desks by assisting, guiding and answering the patients and visitors’ queries from 6am to 10pm and around the clock at the Hamad General Hospital’s Emergency Department.