HMC Nesma’ak assisted more than 2.2mn patients

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June 12 2018 12:07 AM


Hamad Medical Corporation’s (HMC) Centre for Patient Experience and Staff Engagement’s (CPESE) customer service programme – Nesma’ak – has assisted more than 2.2mn patients since it was established in June 2016, it was announced yesterday. In a press statement, HMC noted that Nesma’ak’s assistance included answering more than 900,000 way-finding requests, arranging more than 500,000 appointments for patient care, and replying to more than 200,000 general inquiries.
“As the main provider of secondary and tertiary healthcare for Qatar, and one of the leading hospital providers in the Middle East, HMC’s aim is to provide the safest, most effective, and most compassionate care to every one of our patients,” said Nasser al-Naimi, deputy chief quality officer, Patient Experience, and co-director for HMC’s Hamad Healthcare Quality Institute.
He noted that caring for all of HMC’s patients is a complex undertaking due to the continuous growth and diversification of the country’s population.  “We aim to treat each and every patient with dignity and respect. They are reassured, educated, listened to, and addressed as an equal partner in their care. We aim to help patients navigate our healthcare system by providing them with the information
they need,” al-Naimi added.
With more than 275 patient experienced staff working across HMC facilities, CPESE is the driving force for engaging with patients and improving their experience while being cared for at HMC facilities. Al-Naimi explained that Nesma’ak was introduced as a key department within CPESE to support and improve the patient experience.
Last year, approximately 150 Nesma’ak staff were distributed across 12 hospitals and dozens of facilities, which welcomed, guided and supported more than 1.7mn outpatients and more than 325,000 inpatients cared for by HMC.
“Nesma’ak staff members who are stationed across HMC are always eager to meet and greet hospital visitors with a cheerful smile. Our team members who answer the calls received at our dedicated call centre ensure every patient inquiry and concern is heard and fully addressed,” al-Naimi said.
Stressing CPESE’s aim, al-Naimi cited his team is focused on patient experience, patient engagement, patient education, and staff engagement.
He said in addition to managing a busy call centre and information desks located across HMC’s network of hospitals, CPESE also manages a mobile library for patients. The CPESE team works with locally-based embassies to gather books published in various languages to cater to HMC’s diverse patient population.
“Another highlight of our service is collaboration with Qatar Post, which is being used to provide patients with more convenient access to everything from renewed health cards to certain medical supplies and medicines,” al-Naimi said. “We also developed a number of tools that are helping our staff improve the patient experience,” he pointed out.
“These include hospital walk-around initiative designed to assess patient experience and a Nesma’ak patient experience app, which now replaced manual data entry and allows for the immediate recording of patient feedback, comments, and complaints.”
Nesma’ak patient help desks can be found close to the main entrances of most HMC hospitals with satellite desks also located throughout the various hospitals and facilities. Patients can reach Nesma’ak on 16060, seven days a week, or via e-mail at


Source :  Gulf-Times

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