Posted on June 11, 2018

The Center for Patient Experience and Staff Engagement’s (CPESE) Customer Service Program – Nesma’ak – has assisted over two million patients since it was established in June 2016.

To date, Nesma’ak has provided assistance to over 2.2 million patients, including answering over 900,000 way-finding requests, arranging over 500,000 appointments for patient care, and answering more than 200,000 general inquiries. “As the main provider of secondary and tertiary healthcare for the State of Qatar, and one of the leading hospital providers in the Middle East, Hamad Medical Corporation’s (HMC) aim is to provide the safest, most effective, and most compassionate care to every one of our patients,” said Mr. Nasser Al Naimi, Deputy Chief Quality Officer, Patient Experience and Co-Director for HMC’s Hamad Healthcare Quality Institute.

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He noted that caring for all of HMC’s patients is a complex undertaking due to the continuous growth and diversification of the country’s population. “We aim to provide each and every one of our patients with dignity and respect. They are reassured, educated, listened to, and addressed as an equal partner in their care. We aim to help patients navigate our healthcare system by providing them with the information they need,” he stated. With over 275 patient experience staff working across HMC facilities, CPESE is the driving force for engaging with patients and improving their experience while being cared for at HMC facilities. Mr. Al Naimi explained that Nesma’ak was introduced as a key department within CPESE to support and improve the patient experience.

Last year approximately 150 Nesma’ak staff distributed across 12 hospitals and dozens of facilities, welcomed, guided, and supported over 1.7 million outpatients and over 325,000 inpatients cared for by HMC. “Nesma’ak staff members who are stationed across HMC are always eager to meet and greet hospital visitors with a cheerful smile. Our team members who answer the calls received at our dedicated call center ensure every patient inquiry and concern is heard and fully addressed,” noted Mr. Al Naimi. Speaking further about the aim of CPESE, Mr. Al Naimi said his team is focused on patient experience, patient engagement, patient education, and staff engagement. He said in addition to managing a busy call center and information desks located across HMC’s network of hospitals, CPESE also manages a mobile library for patients. The CPESE team works with locally-based embassies to gather books published in various languages in order to cater to HMC’s diverse patient population.

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“Another highlight of our service is a collaboration with Qatar Post which is being used to provide patients with more convenient access to everything from renewed health cards to certain medical supplies and medicines. We have also developed a number of tools that are helping our staff improve the patient experience, including a hospital walk-around initiative designed to assess patient experience and a Nesma'ak patient experience app, which has now replaced manual data entry and allows for the immediate recording of patient feedback, comments, and complaints,” added Mr. Al Naimi.

Nesma’ak patient help desks can be found close to the main entrances of most HMC hospitals with satellite desks also located throughout the various hospitals and facilities. Patients can reach Nesma’ak on 16060, seven days a week, or via email at