Hamad Medical Corporation (HMC) launches new customer service program – Nesma’ak

Hamad Medical Corporation (HMC) is today launching a new Customer Service program to better engage with patients and the public.

The launch is part of a HMC-wide initiative to improve the patient experience under a single customer service brand – Nesma’ak – which means ‘We are Listening.’

The new Customer Service program will have a new five digit telephone number – 16060 – which will be used for all appointment related queries and answering comments and questions from patients and the public. It will replace the existing Hamad Patient Contact Center (HPCC) number currently 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. Additionally, all Patient Visitor Centers which exist across HMC hospitals will also move under the Nesma’ak program.

Commenting on the launch of the new HMC Customer Service program, Nasser Al-Naimi, HMC’s Deputy Chief Quality Officer - Patient Experience 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. To do this, it is important that we are in a position to be able to listen and effectively respond to any questions, comments, complaints or concerns which our patients, their families or members of the public may have. By bringing all of HMC’s customer service touchpoints under a single Nesma’ak program, we will be in a better position to help, advise, listen and respond to our patients and the public.”

Ali Al-Khater, Chief Communications Officer at HMC reiterated this sentiment, adding: “When it comes to care at Hamad Medical Corporation, we believe that the patient’s voice is the most important one to listen to; this is why we encourage patients to talk to us and let us know how we can help. Nesma’ak is key to enabling this dialogue with our patients - helping us to address any questions or concerns they may have and enabling them to access the information they need to get the right care at the right time.”

 Dr. Yousef Al Maslamani, Medical Director, Hamad General Hospital (HGH) 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.”

To engage with Hamad Medical Corporation about an appointment, to share your feedback or ask a question, please call the new Nesma’ak telephone number – 16060, visit a customer service desk in any of our hospitals or contact us through our social media accounts:

Twitter: @hmc_qatar

Facebook: www.facebook.com/hamadmedicalcorporation

Instagram: hmc_qatar

Snapchat: @hmcqatar

Alternatively, you can send an email to [email protected], where one of the HMC Customer Service Center staff will be able to assist you.