Nesma’ak Customer Service Program
Nesma’ak is Hamad Medical Corporation’s New Customer Service Program launched in June 2016. Since its launch, patient feedback has increased by more than 500%. Over the last 15 months, a total of 4,181 complaints, 8,745 written comments, and 3,537 written compliments have been received.
Part of the program is the launch of a new Call Center with an easy to recall five-digit telephone number: 16060, to make it easier for patients or visitors to remember should they need to ask questions, change their appointments, make comments or file complaints.
The success of the program is further evidenced by Nesma’ak program winning the Middle East Customer Experience Conference & Awards 2016 held in Dubai, UAE, in two categories: ‘Best Implementation of a Customer Experience Program’ and ‘The Customer Experience Program of the Year.’