Hamad Medical Corporation’s (HMC) Patient and Visitor Service Center (PVSC) recently held ‘Customer Day’, at Rumailah Hospital (RH) which touches lives of more than 2,000 patients and visitors every day.
“Customer Day celebrates our patients and visitors who have made our work so rewarding and fulfilling. We want our patients and visitors to feel that they are valued and well cared for even in a busy hospital,” said Manager of the PVSC at Rumailah Hospital, Salam Nassar.
As part of the celebration, patients and visitors as well as staff members were offered refreshments and flowers at various entrances of the hospital and other facilities under RH administration, such as the Dental and Dermatology Sections and the Child Development Center.
A video shown at waiting areas throughout RH facilities helped raise awareness regarding the PVSC team and how they can assist patients and visitors.
Qatar Green Center and Sheikh Eid Bin Mohammad Al Thani Charitable Association and its drug rehabilitation centre Arshidni also participated in the celebration, distributing educational materials at the hospital’s main entrance.
The PVSC was established with the aim of making patients and visitors at HMC feel more welcome and helping them navigate the large HMC hospital compound. PVSC staff members are easily recognisable by their identification cards saying “Do You Need Help?” and prominently placed help desks throughout the hospital and its other facilities.
From assisting patients and visitors to access various departments and services, to making sure that patients’ rights are upheld and their complaints quickly and appropriately resolved, helpful and knowledgeable PVSC staff members have significantly enhanced the hospital experience.
“To be sad in the hospital is easy. People come here sick and in pain, so they tend to have a negative impression of hospitals. We want to change this impression and improve their experience as much as we can,” Nassar explained.
“Most of the patients who come to RH have special needs, and we have excellent staff members who truly care for our patients’ well-being and go out of their way to assist the latter.”
“Our team has grown from just three members to 25 at present, which shows how important the role of the PVSC is,” said Nassar.
She added that the PVSC has received overwhelmingly positive feedback from patients and visitors, who have commented on how their hospital experience has greatly improved since the center was established.
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