Hamad Hospital: Taking Customer Care Seriously
Hi all,
I had to share this with all of you.
If you are truly dissatisfied with the care given at Hamad, do fill up that Comments/Feedback form and give it to them.
My last experience was not that pleasant (lack of care, carelessness, too many miscomminucations due to the change in their system) and i filled out their form and dumped it in the box.I never expected any action and even mentioned so in their form.
But so far I have had two calls from the customer care incharge investigating the complaint and another call from the Chair person incharge for the department enquiring about the doctor's behaviour and the care the doctor provided....
To all who decide to take treatment at the hospital, the hospital staff is required to answer all your questions, they cannot take anything for granted and make you sign on forms assuming you know everything. Until you feel satisfied with the replies, you can question them.They cant give you a spin saying its all just routine stuff.
The hospital also reviews all the customer feedback forms every 2-3 days and looks after all complaints, the most serious ones, they call the individuals (if the numbers have been given) and carry out an investigation.
Whatever the outcome, I am glad that they are taking customer care and patient resposibility seriosuly.Its a small step, but neverthless a positive step.
Mr.Shadab khan you are absolutely right, we can say lot of things about their services one of the popular thing and even may be in some years it will be idiom/slogan for HMC That “Bring one patient we will give you two patients” or “Bring one get one patient free”. Yes if you have a small injury sure they will solve it like in other asian/european countries a small compounder will solve, but when It comes to some thing which is serious do not think that they will solve, at the end they will say you to pray or take your patient or compelled you to take your patient and convince you that only ALLAH can help you sure Allah will do all but the doctors are the source, but in HMC.. Oh shit... You cannot believe me one of my relative they told his parents that he will die after one month (We cannot imagine that what will be the feelings of his parents) and this person he has now around three children before he was bachelor... I do not know how the human recourse or they employer team of HMC took these types of doctors. For a clerk they need 5 to 6 years experience but for a doctor only MBBS this is not fair with the patients. Some of the things which I noticed in doctors of HMC:
• They completely depend on nurses.
• They came only to show their new fashions (hair cut etc)
• Each and every day a new doctor will come to say some thing different about your patient
• Emotion Less
• Bring your patient in emergency if it is Friday then doctor will come in Sunday to check the patient
• And if they are gossiping with each other do not think that they will talk to you in proper way
• They do not fear from ALLAH because they think that we cannot come across the problems because we are HMC doctors
• etc
Suggestion from me to HMC doctors (Do not be well frog be fish of sea and see the world around you visit hospitals out of Qatar see how in Asian countries they do full concentrate Just they know that they are doing all just for human being.
If you people need any information or incident which I saw and noticed in HMC you can request I can give you more than what I said.
did i say so? to me its a positive step.
either ways, i am not surprised that you are amazed, because i was too.
happy heart
DRIVE SAFE,someone is waiting for you at home
yesterday i had the chance to go to mutazah health care centre. I really liked the service. i was 2nd patient in the line. before me was a palestinian. the palestinian went inside and he came out after 50 minutes. I was going to call the emergency staff as I was thinking maybe the patient got a contagious disease or anthrax poisoning and the doctor plus the patient might have fainted.
Finally he came out and I went then. At that time I realized what took him so long. The doctor was palestinian. Maybe they were discussing about the political situation in Gaza and palestine or maybe they were childhoon buddies who got separated becuase of the Israel barrier and had met after 10 or 15 years. and They could have been cherishing their memories.
So i went in and the doctor asked me what's wrong with me.
I told him that I was getting some medication in States. and i left them there in states. he asked me what kind of medications. i told him some pain killers some antibiotics. he asked me their name and i told him amoxicillin and codeine. he didn't ask my why i needed them he didn;t examine me and guess what he gave me
AMOxicillin and Wallim 10
These doctors are good next time i am gonna go and ask him for crystal meth/speed. I might get it .
Luckily the whole process took two minutes. that includes my commute time from the chair outside his room and the time that took me to leave his room. So guys if anyone is hooked on drugs and wants them go to Dr. Saleh in mutazah health care centre. NO QUESTIONS ASKED. confidentiality is part of their business.
Dr. Saleh you rock..
On the 30th April 07 I broke my knee while playing, I was taken to hamad Hospital emergency by a friend. Then started my nightmare. My friend was asked to go out as only the patients are allowed in the emergency room. After waiting for 45 minutes I got my registration call. Went to the treatment room.... LIMPING all by myself. There I met Dr. Malki. Probably the rudest Dr. I have ever come across. he was rude dirty and Shabby... His pyjamas which he wore inside the Trouser were longer than the Trousers. His look scared me as he looked nothing like a Doctor. Suddenly came a group of labourers whose bus met with an accident. I sat quitely for more than an hour. While the male nurse Joseph was flirting with a female Nurse and laughing at the labourers as they could not speak any other language but Hindi, or Tamil or Bengali, their native languages. There were three more doctors in the hall but they were busy chatting (some sort of a meeting in progress) so it was more than 30 patients in the room with one Unlikely Doctor and Three uncaring Nurses. Anyway finally I was told to go for an X-ray. unassisted I went to the X-Ray room. Cutting it short... In ther three plus hours I spent in the Hospital I was told that my leg isnt broken but I need an immobilizer. I was told that they dont have it and I should go buy it from the Pharmace. I never got one at any of the pharmacies. Went to Doha Clinic and finally got it fixed. hamad Hospital was more pain and wastage of time.
I got messages from Hamad Customer services asking me to share my experience with them. I sent them 10 messages which failed everytime.
SO IN SHORT I AM SIMPLY AMAZED WHEN HAN 19, SAYS 'THEY CARE'
We probably all heard of the rotten customer experience at HMC but a little attempt at HMC's side to try to break the norm is commendable already. And it doesn't mean that changes can be carried out overnight.. be patient (no pun intended) and have an open mind, while trying to avoid getting sick and being brought to HMC.. =)
i know, I read that article by Naveen, and it was the stark opposite of what I mentioned above (which is very sad, especially for her and the pain she was in)and just did the trick of taking HMC back to ground sub zero with respect to their patient/customer care.
either ways, i have expressed my experience.
I cant speak for anyone else.Whats mentioned about the customer service is what was told to me by the HMC authority. its a small positive step.
happy heart
DRIVE SAFE,someone is waiting for you at home
Take the advise from the Professor and Mr. KNOWALL above.
if you wanna know about the service at HMC
Read the letter to the editor in which the writer has ripped apart the level of customer service at HMC.
No wonder private hospitals are springing up everywhere in doha
This is what was told to me when they called me.
I was totally pissed when i had filled up the feedback form.
i did it because i wanted to complain, never expected anyone to call.
yup they are quite serious about it, esp with the accredition.
they cant take up all complaints personally, but they do make a report of all the feedback they receive and they are supposed to submit it to the management with the course of action every week or 2 weeks. dont remember the exact time frame.
happy heart
DRIVE SAFE,someone is waiting for you at home
Wow are they doing that? Its good...Its great.
I agree Han19, good job HMC.
This is a good steps to improve their customer services. Hat's off to HMC management!
well when it comes to criticising, we are all so happy about it, but something even slightly positive and it takes a back seat.
happy heart
DRIVE SAFE,someone is waiting for you at home