Leabaib:The Primary Health Care Corporation (PHCC) is celebrating Customer Service Week 2026, an event emphasizing the vital role of customer service in enhancing patient experiences and improving service quality.
According to Qatar News Agency, this year's official theme, "Go the Extra Mile," highlights the importance of exceeding expectations, actively listening to customers' needs, and using feedback for continuous improvement. PHCC has also adopted its own theme, "Care Builds Trust and Leaves a Lasting Impact," to emphasize the broader scope of patient care, which includes welcoming patients warmly, responding promptly, providing clear information, and valuing feedback.
PHCC's focus on customer service is crucial to the primary health care system, as it helps identify patient needs and expectations, while also analyzing their feedback to enhance services. In the first half of 2026, PHCC managed 3,163 complaints through various channels, resolving 94% within 25 business days, with the remaining taking longer or still unresolved. In Leabaib, 149 complaints were received, with 84% resolved within seven business days.
The Corporation values feedback as a critical source for identifying areas for improvement and addressing challenges. During the same period, 66 cases of gratitude and appreciation were also recorded, highlighting positive patient experiences and the efforts of medical staff.
Improving patient experience is a collective responsibility within PHCC, beginning from a patient's arrival at a health center and continuing through all stages of care. PHCC's commitment to accessibility is evident in its Hayyak helpline and Nar'aakom offices, which assist patients in accessing services and information.
The observance of Customer Service Week serves as a reminder of PHCC's dedication to listening, empathy, and timely responses, recognizing the contribution of customer service staff in enhancing the patient journey. The Corporation aims to provide a more accessible, humane, and effective health care experience, emphasizing that every interaction builds trust and leaves a lasting impact.
