Doha: The Primary Health
Care Corporation (PHCC) is marking Customer Service Week 2026 under the global
theme "Go the Extra Mile," emphasizing the importance of exceeding
expectations and treating patient feedback as a driver of continuous
improvement. Alongside the official theme, PHCC adopted its own slogan,
"Care Builds Trust and Leaves a Lasting Impact," highlighting that
patient care extends beyond service delivery to include warm welcomes, timely
responses and active listening.
Customer service data from
the first half of 2026 showed PHCC handled 3,163 complaints across its
communication channels, with 94 percent resolved within 25 business days, 4
percent closed after that period, and 2 percent still unresolved. Its Leabaib
channel logged 149 complaints, 84 percent of which were closed within seven
business days. The same period also saw 66 cases of gratitude and appreciation
recorded, reflecting positive patient experiences alongside the complaints.
Executive Director of
Corporate Communications Huda Mohsen Al Wahedi said the week reaffirms PHCC's
commitment to placing patients at the center of its work, noting that this
year's theme extends beyond service delivery to understanding patient needs at
every stage. Head of the Hayak Service Department Dr. Adel Abu Ouda highlighted
the role of service teams in helping patients access care and information,
while Head of Customer Service Amina Al Balushi described customer service as a
daily culture rather than just a job function, stressing that every piece of
feedback helps identify opportunities for improvement.
PHCC said improving the patient experience remains a shared responsibility across the organization, from arrival at a health center through every stage of care. The Corporation continues to expand access through its Hayyak helpline and Nar'aakom offices, aiming to make primary health care services easier, more humane and more accessible.
Join on Rehaab Online WhatsApp Group (Click here to join the group)
Follow Rehaab Online Instagram for More Updates (Click here)
