Hamad Patient Contact Centre receives about 1,700 calls daily

The Hamad Patient Contact Centre (HPCC) of Hamad Medical Corporation receives an average of 1,700 calls per day from patients and the community.“The HPCC provides a dedicated single point of contact for patients to manage their appointments and communicate directly with HMC,” Nasser Saeed al-Naimi, deputy chief quality officer and co-director of the Hamad Healthcare Quality Institute (HHQI), said.“The HPCC operates by handling general queries and providing patients with the opportunity to confirm, reschedule or cancel their appointments with ease,” al-Naimi said. “Further, patients receive reminder calls from the HPCC five days prior to their appointment and an SMS reminder one day prior to their appointment date.”According to al-Naimi, the HPCC initiates more than 3,650 calls each day and has become a vital line of communication between HMC and its patients. “The HPCC was established in 2011 operating through the number 4439 5777 and is open seven days a week with 225 staff ready to help patients,” al-Naimi said.“HHQI focuses on healthcare improvement and provides a framework to design, develop and deliver programmes of work which enhance efficiency, improve quality and build capacity and capability,” he added.