DOHA: The Primary Health Care Corporation (PHCC) is piloting its new customer service Hayyak in two of its health centres in Al Rayyan and Al Gharafa.
The service aims to deliver a new standard of care in accordance with the Primary Health Care Strategy 2013-2018.
As part of ‘Hayyak’, a team of staff will help people access services, provide health centre information and assist with queries and concerns. Staff are recognisable in distinctive uniforms, and available to help people navigate the new health centre processes and systems.
Feedback and complaints will be handled directly at the health centres, leading to a quicker response by investigating complaints and receiving feedback.
Al Rayyan health centre has an electronic pad available to allow patients to comment, share experiences and answer a short survey.
New patient information leaflets are available and will soon be complimented with DVDs. Other developments users will notice over the coming months include the introduction of electronic systems for the management of appointments and medical records to reduce delays at reception and ensure comprehensive data is kept for all.
Patients will be registered at a specific health centre, but in case of emergency, will be able to attend the nearest centre, with all centres having extended working hours.
Improvements are being made in consultation with the community and staff at all centres in phases. Feedback from staff and people will be used to measure success.
The Peninsula
