DOHA: Hamad Medical Corporation (HMC) has launched a new unified customer service programme.
The launch is part of an HMC-wide initiative to improve patient experience under a single customer service brand – Nesma’ak – which means ‘We are Listening.’
Nesma’ak has introduced hotline 16060 for appointment-related queries and answering questions from patients and the public. It will replace Hamad Patient Contact Center (HPCC) number being used for appointments.
In addition to managing calls, all enquiries received through the HMC website – hamad.qa - will be directed to the Nesma’ak Customer Service team for follow up. All Patient Visitor Centreds across HMC hospitals will also move under Nesma’ak.
Nasser Al Naimi, Deputy Chief Quality Officer-Patient Experience, HMC, and Co-Director of Hamad Healthcare Quality Institute, said: “HMC’s vision is to provide the safest, most effective and most compassionate care to our patients. It is important that we are in a position to be able to listen and effectively respond to any questions, comments, complaints or concerns our patients, their families or the public may have. By bringing all HMC’s customer service touchpoints under Nesma’ak, we will be in a better position to help, advise, listen and respond to our patients and the public.”
Dr Yousef Al Maslamani, Medical Director, Hamad General Hospital, said: “Nesma’ak represents everything HMC is about. Our patients are at the centre of everything we do and we want to provide them with a simple and straightforward way to engage with us. Our new customer service centre will enable us to address and resolve any questions, comments or concerns in a straightforward, timely and effective manner. We hope this will support a positive customer service experience for our patients and the public.”
To engage with HMC about an appointment, share your feedback or ask a question, the public can call 16060, visit a customer service desk in any hospitals or contact us through Twitter: @hmc_qatar; Facebook: www.facebook.com/hamadmedicalcorporation; Instagram: hmc_qatar; and Snapchat: @hmcqatar
The public can also email to [email protected], where one of the HMC Customer Service Centre staff will assist.
The Peninsula
DOHA: Hamad Medical Corporation (HMC) has launched a new unified customer service programme.
The launch is part of an HMC-wide initiative to improve patient experience under a single customer service brand – Nesma’ak – which means ‘We are Listening.’
Nesma’ak has introduced hotline 16060 for appointment-related queries and answering questions from patients and the public. It will replace Hamad Patient Contact Center (HPCC) number being used for appointments.
In addition to managing calls, all enquiries received through the HMC website – hamad.qa - will be directed to the Nesma’ak Customer Service team for follow up. All Patient Visitor Centreds across HMC hospitals will also move under Nesma’ak.
Nasser Al Naimi, Deputy Chief Quality Officer-Patient Experience, HMC, and Co-Director of Hamad Healthcare Quality Institute, said: “HMC’s vision is to provide the safest, most effective and most compassionate care to our patients. It is important that we are in a position to be able to listen and effectively respond to any questions, comments, complaints or concerns our patients, their families or the public may have. By bringing all HMC’s customer service touchpoints under Nesma’ak, we will be in a better position to help, advise, listen and respond to our patients and the public.”
Dr Yousef Al Maslamani, Medical Director, Hamad General Hospital, said: “Nesma’ak represents everything HMC is about. Our patients are at the centre of everything we do and we want to provide them with a simple and straightforward way to engage with us. Our new customer service centre will enable us to address and resolve any questions, comments or concerns in a straightforward, timely and effective manner. We hope this will support a positive customer service experience for our patients and the public.”
To engage with HMC about an appointment, share your feedback or ask a question, the public can call 16060, visit a customer service desk in any hospitals or contact us through Twitter: @hmc_qatar; Facebook: www.facebook.com/hamadmedicalcorporation; Instagram: hmc_qatar; and Snapchat: @hmcqatar
The public can also email to [email protected], where one of the HMC Customer Service Centre staff will assist.
The Peninsula
