The Hamad Medical Corporation (HMC) has launched a new customer service programme called "Nesma’ak", which means "We are Listening", to better engage with patients and the public.

The new Customer Service programme will have a five-digit telephone number – 16060 – which will be used for all appointment-related queries and answering comments and questions from patients and the public.
It will replace the existing Hamad Patient Contact Centre number currently used for appointments.The move is part of an initiative to improve the patient experience under a single customer service brand.
In addition to managing calls, all enquiries received through the HMC website - hamad.qa - will be directed to the Nesma’ak Customer Service team for follow up. Additionally, all patient visitor centres which exist across HMC hospitals will move under the Nesma’ak programme.
Nasser al-Naimi, HMC’s deputy chief quality officer, patient experience and co-director of Hamad Healthcare Quality Institute, said: “HMC’s vision is to provide the safest, most effective and most compassionate care to our patients. To do this, it is important that we are in a position to listen and effectively respond to any questions, comments, complaints or concerns which our patients, their families or members of the public may have. By bringing all of HMC’s customer service touch points under a single programme, we will be in a better position to help, advise, listen and respond to our patients and the public.”
Ali al-Khater, HMC's chief communications officer, added: “We believe that the patient’s voice is the most important one to listen to; this is why we encourage patients to talk to us and let us know how we can help. Nesma’ak is key to enabling this dialogue with our patients, enabling them to access the information they need to get the right care at the right time.”
Dr. Yousef al-Maslamani, Hamad General Hospital's medical director, noted: “Nesma’ak represents everything HMC is about. Our patients are at the centre of everything we do and we want to provide them with a simple and straightforward way to engage with us. Our new customer service centre will enable us to address and resolve any questions, comments or concerns in a straightforward, timely and effective manner.”
To engage with HMC about an appointment, to share your feedback or ask a question, people can call the new Nesma’ak telephone number – 16060, visit a customer service desk in any of HMC hospitals.
People can also contact HMC through its social media accounts: Twitter: @hmc_qatar; Facebook: www.facebook.com/hamadmedicalcorporation; Instagram: hmc_qatar; Snapchat: @hmcqatar. Emails can be sent to nesmaak@hamad.qa