Amid growing concerns about overcrowding at public hospitals and clinics around Qatar, state healthcare provider Hamad Medical Corp. (HMC) has announced a new campaign to field patient complaints.
Under the Nesma’ak “We are Listening” program, patients can now call one number – 16060 – for all appointment-related questions, as well as to file complaints and give other types of feedback.
The hotline will replace the current Hamad patient contact center used to book appointments.
In a statement, HMC said inquiries made via the new hotline will be followed up on by Nesma’ak customer service representatives.
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Dr. Yousef Al Maslamani, medical director of Hamad General Hospital, added:
“Nesma’ak represents everything HMC is about. Our patients are at the center of everything we do and we want to provide them with a simple and straightforward way to engage with us.
Our new customer service center will enable us to address and resolve any questions, comments or concerns in a straightforward, timely and effective manner. We hope that this will in turn support a positive customer service experience for our patients and the public.”
The hotline is being launched at a time when HMC hospitals and Primary Health Care Corp. clinics are seeing overcrowding and are transitioning to an electronic patient record system.
In recent months, some patients have complained of waiting up to nine hours to see a doctor and receive treatment.