Tribune News Network
Doha
The Primary Health Care Corporation (PHCC) is celebrating World Customer Service Week under the theme ‘Striving for the Best’ from October 7 to 11, 2024. The annual event takes place during the first week of October. The aim this year is to raise awareness among employees and enhance their skills in serving patients.
Through patients’ feedback, PHCC is motivated to overcome previous challenges and work towards improving the quality of services offered to its clients. The event highlights the essential role of customer service in various sectors, with a focus on the importance of providing the best services to patients and fostering a patient-centred corporate culture.
The Hayyak Service plays a critical role at PHCC, significantly enhancing the patient experience and achieving satisfaction through visits and interactions with healthcare providers. It offers information, answers questions, addresses patient needs, and listens to suggestions for continuous improvement. Moreover, if there are any issues or complaints, the Hayyak Service plays a vital role in addressing them promptly and efficiently to ensure their resolution. This contributes to continuous improvement and the Corporation’s success in delivering the necessary primary healthcare.
PHCC operates 31 health centres, where patients receive health services and the Customer Service Section handles feedback and complaints while tracking patient reactions and opinions. In the second quarter of 2024, 816 feedback cases were recorded and resolved in cooperation with customer service employees. Additionally, Al Kaaban Health Centre achieved the lowest number of feedback cases during the second quarter of this year.
The most common complaints and feedback in the second quarter related to: Access, appointments, admissions, transfers, and discharges; competence/quality of work; and attitude and behaviour.
Since its inception, PHCC has made patients the core of its healthcare services, aiming to raise patient satisfaction as a key goal. This focus has driven continuous improvement and development to provide comprehensive, high-quality primary healthcare, centred on wellness, prevention, and early detection. PHCC works diligently to meet patient needs and expectations, ensuring their satisfaction.
In celebration of World Customer Service Week, and to enhance the efforts of PHCC’s customer service employees, the Corporate Communications Directorate is scheduled to honour outstanding employees and recognize their exemplary service to patients. This initiative aims to inspire continuous improvement and foster positive competition among employees, ultimately enhancing the role of customer service in addressing any obstacles faced by patients of health centres, clarifying new services or procedures, and responding to patient inquiries.
On the occasion PHCC has sought to remind its patients of the available channels to submit feedback or suggestions through the following: Calling the Hayyak Call Centre at 107; speaking with Hayyak Service employees at the health centres; filling out the complaint form with the Hayyak Service at the health centres; or, sending an email to one of the following addresses: PHCC at info@phcc.gov.qa; or the Government Health Communication Centre (GHCC) at ghcc@moph.gov.qa
They can also sending feedback via social media platforms: Facebook: Primary Health Care Corporation; X: @PHCCqatar; and Instagram: @phccqatarHayyak Service
to measure
patient
satisfaction with the services