Some of the staff during a training.
DOHA: The Primary Health Care Corporation (PHCC) has launched ‘Front Office Improvement Project’ — a first-of-its-kind initiative at Al Rayyan Health Center.
It aims to enhance front office work by redefining roles and tasks to bolster patient experience.
Developments in Al Rayyan include the launch of ‘Hayyak’, a customer service team which will be available to patients and staff to help manage enquiries, provide information and direct patients to ensure their needs are met.
Initial feedback on changes has been positive, with staff and patients feeling these will have a positive impact on the centre. New and revised roles have been implemented at the centre such as patient access leads, patient registration clerks, appointment clerks, medical records clerks, telephone operator clerks and, cashiers and health aides.
The clerks were re-allocated across the new roles, with the exception of the aide role, and have worked to retrain in IT systems, improve skills and understand new systems and processes.
Al Rayyan went live with the changes last month and will spend the next three months testing, reviewing and implementing them for patients.
Under the leadership of Khamis Al Khalidi, Regional Chief Western Region, Al Rayyan spent the past three months preparing to implement the scheme.
The project’s objectives will be achieved by improving the patient attendance registration process, organising medical records to ensure timely transfer of files to clinical areas, centralising the appointment system to optimise its use across all specialist clinics and allocating staff to handle enquiries and patients’ problems. The Peninsula
