Nasser Al Naimi
Doha: A unique partnership between Hamad Medical Corporation (HMC) and the Ministry of Communications and Information Technology (MCIT), in collaboration with Malomatia, the service operator of the Government Contact Center, has enabled patients to leave feedback and ratings through interactive voice recordings.
In an effort to provide an alternative patient engagement platform to collect feedback and determine patient satisfaction on hospital services, the advanced Interactive Voice Recording (IVR) Patient Feedback and Rating system as part of HMC’s commitment to delivering better customer service and patient experience.
The IVR patient feedback and rating system was piloted at the Ambulatory Care Center and Rumailah Hospital where patients are contacted using the IVR system after their hospital visit or discharge. This process allows patients to rate their experience in HMC.
“As listening and connecting to customers is crucial for any business to thrive, this platform was developed to complement the current methods of collecting patient feedback across HMC hospitals,” said Nasser Al Naimi, HMC’s Deputy Chief of Quality for the Center for Patient Experience and Staff Engagement and Director at Hamad Healthcare Quality Institute.
“With its implementation, HMC is able to capture the satisfaction level of patients visiting the two hospitals. By understanding how inpatient and outpatient visits are rated, we can make informed decisions to effect change and to improve patient experience.”
Salha Al Mohanadi, Head of Government Services at MCIT said about the partnership: “With the latest technology we have in the Government Contact Center designed to capture feedback from patients, MCIT is committed more than ever to support HMC in achieving their goals of enhancing patient experience”.
Jassim Alkhanji, Director of the Government Contact Center said: “Malomatia is glad to continue working hand in hand with MCIT and HMC to digitize and transform service delivery by using innovative and latest technologies available to enhance customer and patient experience”.
For more information, contact HMC’s Nesma’ak (customer service) at 16060.
