HMC launches IVR patient feedback, rating system

 Hamad Medical Corporation (HMC) has launched an interactive voice recording service for patient feedback and rating. The initiative is the result of a unique partnership between HMC and the Ministry of Communications and Information Technology (MCIT), in collaboration with Malomatia, the service operator of the Government Contact Centre.

The advanced Interactive Voice Recording (IVR) Patient Feedback and Rating system is part of HMC’s commitment to delivering better customer service and patient experience. The system was piloted at the Ambulatory Care Centre and Rumailah Hospital. Patients are contacted using the IVR system after their hospital visit or discharge. The process allows patients to rate their experience in HMC.“As listening and connecting to customers is crucial for any business to thrive, this platform was developed to complement the current methods of collecting patient feedback across HMC hospitals,” said Nasser al-Naimi, HMC’s deputy chief of quality for the Centre for Patient Experience and Staff Engagement and director at Hamad Healthcare Quality Institute. “With its implementation, HMC is able to capture the satisfaction level of patients visiting the two hospitals. By understanding how inpatient and outpatient visits are rated, we can make informed decisions to effect change and to improve patient experience.”Salha al-Mohanadi, head of Government Services at MCIT said of the partnership: “With the latest technology we have in the Government Contact Center designed to capture feedback from patients, MCIT is committed more than ever to support HMC in achieving their goals of enhancing patient experience”.Jassim Alkhanji, director of the Government Contact Centre said: “Malomatia is glad to continue working hand in hand with MCIT and HMC to digitise and transform service delivery by using innovative and latest technologies available to enhance customer and patient experience.”