93 per cent Customer Service Satisfaction in Q3 2020

Under the slogan ‘Together We Rise, Primary Health Care Corporation (PHCC) celebrates the International Customer Service Week from Monday 5th October, through to Friday 9th October, 2020. An annual event where  PHCC acknowledges the importance of customer service, appreciates the staff involved in service and customer support on a daily basis, boost awareness of customer features, focus on optimizing services and review their patient-centered corporate culture.

Huda Al Wahedi, Executive Director of Corporate Communication Department at PHCC said: "Our Mission and Service Vision is to deliver comprehensive, integrated and coordinated person-centered health care services in the community. Customer care is embedded in the roles played by our staff across the organization, and this is the culture that helps us deliver the services with professionalism, compassion and commitment to our patients.”

The PHCC Customer Service Section helps record, reply to and follow up on customers' complaints; and submit regular reports to ensure ongoing improvement of the quality of services. According to Al Wahedi, the Customer Service Satisfaction Index of PHCC's health centers reached 93% in Q3 2020, and that motivates them to ‘continue to give our best to win the full satisfaction of our customers’. “It is also worthy to note that during Q2 2020, in the midst of the outbreak of COVID-19 when PHCC launched the phone consultation service, the Customer Service Satisfaction Index for this service reached 86 per cent.”

During the ongoing pandemic, Hayyak at the Operations Department, and the Customer Service Section have distributed awareness cards on social media platforms to introduce the role played by customer service, which is the link between customers and PHCC's departments and health centres. The role of the customer service staff is vital as they assist patients, collect and review suggestions to improve and optimize the quality of services provided in line with the international standards for health services, and put in place appropriate work mechanisms to accomplish PHCC's objectives for swift response and problem solving. 

With Phase 4 lifting of restrictions and the reopening of schools, Hayyak provides guidance, advice and facilitates school registration while following precautionary measures ensuring that patients keep safe distances and wear masks.