The Hamad Patient Contact Center (HPCC) receives an average of 1,700 calls per day from patients and the community, according to Mr. Nasser Saeed Al Naimi, Deputy Chief Quality Officer and Co-Director of the Hamad Healthcare Quality Institute (HHQI).
Mr. Al Naimi, a senior leader at Hamad Medical Corporation (HMC) who was integral in leading the development of the HPCC, said the contact centre provides a dedicated single point of contact for patients to manage their appointments and communicate directly with HMC.
Mr. Al Naimi said:
The centre operates by handling general queries and providing patients with the opportunity to confirm, reschedule or cancel their appointments with ease. Furthermore, 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 Mr. 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.
Mr. Al Naimi said:
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.’
In addition to his role as Deputy Chief Quality Officer, Mr. Al Naimi is also Co-Director of the HHQI. The institute was established with the single-minded purpose of improving the quality of healthcare within HMC, Qatar and the greater region.
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. The Institute is founded on the following values and principles: patient-centred, evidence-based outcomes, innovation, collaboration, empowerment, respect and adaptability.’
This commitment to quality improvement was recognised earlier this month when HMC became the first healthcare system across the globe to have all of its hospitals accredited by Joint Commission International (JCI) under the Academic Medical Center programme. HMC has also become the first hospital system outside the United States to achieve accreditation for all its hospitals simultaneously.
Mr. Al Naimi said the recognition of staff and teamwork is essential to creating a caring and compassionate environment where all patients and their families are confident that they will receive the best possible healthcare.
This is why we annually recognise teams which have shown their commitment to continuous improvement in healthcare delivery. The programme is called the Stars of Excellence and in the six years of its existence we are proud to have awarded honours to more than 200 teams.’
Prior to the launch of HHQI in 2014, Mr. Al Naimi was the Executive Director of the Center for Healthcare Improvement (CHI), which was assimilated by the HHQI. Mr. Al Naimi’s career at HMC began in 1994 when he joined the Purchasing Department. He rapidly rose to the rank of Assistant Executive Director, first at Al Khor Hospital, then within the Office of the Managing Director before moving to CHI.
Mr. Al Naimi complemented his extensive improvement knowledge with an Executive MBA in Healthcare Management from the University of Plymouth in the United Kingdom.
Mr. Al Naimi added:
Her Excellency Dr. Hanan Mohamed Al Kuwari, Minister of Public Health is a role model to myself and to all Qataris. Her leadership inspires confidence as she has demonstrated a dedication to her duty and decisiveness in decision making. As Managing Director of HMC, the corporation has gone from strength to strength through cooperation between clinicians and administrators. Her Excellency has taught us by her example that success is a result of teamwork rather than individual effort.’
For Qatari students wishing to pursue a career in healthcare management, Mr. Al Naimi has this advice:
Fortunately, Hamad bin Khalifa University has recently started a Master’s Degree programme in Public Health. This will support the growth of the health sector as more graduates seek this specialisation.’