Hamad Medical Corporation (HMC) has won two awards in the Customer Experience category at the 2016 Annual Middle East CX Awards, recently held in Dubai. The awards are: Middle East CX Company of The Year (Public Sector) and Best CX Implementation.
HMC was awarded the distinctions as a result of efforts made by the healthcare organization’s Center for Patient Experience and Staff Engagement (CPESE) Department. Mr. Nasser Al Naimi, Deputy Chief Quality Officer, CPESE and Mr. Adil Bashir Ahmed, Assistant Executive Director of HMC’s Corporate Customer Services, agree that the awards are a reflection of the dedication and hard work of the entire Nesma’ak team.
HMC’s Nesma’ak customer service team is responsible for registering and managing all general enquiries, comments and complaints across HMC. Nesma’ak is also responsible for conducting patient surveys. Patients and visitors can approach any Nesma’ak service desk at a HMC hospital, or call the 16060 Nesma’ak Call center for assistance, seven days a week. Mr. Al Naimi said: “We are so proud to have been recognized as the leading organization that is providing cutting-edge customer service in the region. Winning these two awards demonstrates our commitment to offering seamless services to our patients and this aligns with HMC’s overall goal of providing the safest, most compassionate and most effective care to each and every one of our patients.”
He thanked staff at the CPESE for their dedication to delivering around the clock quality services to HMC’s valued customers. The Middle East CX Company of The Year award recognizes HMC’s Nesma’ak Customer Service program as the best in the region; meeting international benchmarks and standards and also for deploying an innovative approach to customer experience management. The Best CX Implementation award recognizes HMC’s implementation methodology for rolling out a complex customer experience program across multiple sites in a systematic and seamless manner. Extensive project management documentation was submitted to the judging panel as part of the nomination.
HMC launched and implemented its customer service brand ‘Nesma’ak’ in June 2016.