Hamad Medical Corporation (HMC) has launched an easy-to-use online service for patients requesting copies of their medical report.
The new service allows individuals to submit an application for a medical report, for themselves or on behalf of someone else, and pay the fee online without having to visit the hospital.
According to HMC Chief Communications Officer Ali Al Khater, HMC is committed to delivering better customer service through the use of digital solutions, in line with the goal of Qatar National Vision 2030. Wherever possible, he said that they are are looking to provide digital solutions to make it easier for patients, and the public, to interact safely and efficiently with HMC. This solution is one of the measures that will help streamline an important service for patients.
HMC receives between 80,000 and 90,000 visitors for medical reports annually; approximately 60,000 of these are handled by Hamad General Hospital alone. The new smart system enables requests to be made online, along with the processing of the applicable fee, through a secure payment gateway arranged with Qatar National Bank.
Once finalised, patients can request the option for Qatar Post to deliver their medical reports at their doorstep for a nominal fee. Currently, the service is only available for Hamad General Hospital, but it will soon be implemented across other HMC facilities.
Due to the coronavirus infection risks, we have been limiting visits to hospitals; and consequently, the onsite requests for medical records have been stopped, explained Hamad General Hospital Medical Director Dr Yousuf Al Maslamani.
A key infection control measure is restricting the number of physical documents that are handled by different people, face-to-face interactions, and handling of bank notes or bank cards by different people. It was therefore immensely important to develop a solution that allows the request and submission of medical reports without having to handle requests printed on paper.
Under the new service, patients no longer need to visit the hospital on multiple occasions to request their medical information, pay for, and collect their report. This patient-friendly service is much more convenient for our patients and also conforms with our infection control protocols.
In the last three years, HMC’s customer service team, Nesma’ak, responded to more than 90,000 inquiries about patient medical reports. This new improvement is part of HMC’s commitment to enhance patient care and experience, added Nasser Al Naimi, Deputy Chief of Quality at the HMC Center for Patient Experience and Staff Engagement, and Director of the Hamad Healthcare Quality Institute.
He said that they received very positive feedback from patients about the convenience and reliability of the premium delivery service through Qatar Post following its launch in mid-2019.
Our goal is to continue on this pathway to deliver further improvements using smart solutions that make optimal use of digital platforms, including smart e-payment systems which help make a real difference to our customers.
According to Al Naimi, not only is this solution more convenient for patients, it will also reduce overcrowding of people who are coming on site for the sole purpose of obtaining a medical report. He said that this is a win-win solution for all parties concerned and they are delighted that the collaboration between different departments has made this new service possible.
Previously, obtaining medical reports required a patient, or their representative, to first submit the request to the HMC facility, pay the fee and then collect the documents. The need for multiple visits was exacerbated if the individual had to request reports from different hospitals. The online solution and collaboration with Qatar Post remove the extra steps.
For more information and to access the online application service, visit hamad.qa.