Doha 25 November, 2024: Hamad Medical Corporation’s (HMC) transformative patient centered care journey has been recognized with two awards at the prestigious Patient Experience (PX) Initiative Awards held in the Kingdom of Saudi Arabia recently.
The awards are the centerpiece of the Patient Experience Congress 2024, which is an annual gathering of more than 600 senior leaders from top hospitals and health systems across the US, UK, and the Middle East and Northern Africa (MENA) region.
The Person-Centered Care Program at HMC won the Excellence in Family-Centered Care award. HMC has been on a transformative journey to becoming a person-centered organization. Since 2018, five HMC sites have been certified for excellence in Person-Centered Care by Planetree International and four more HMC sites are currently undergoing the same process of certification. This Certification represents the highest mark of achievement for creating an organizational culture that engages patients, families, staff, and community to improve overall health and wellbeing.
Presented with the Best Patient Experience Team award is HMC’s Center for Patient Experience and Staff Engagement (CPESE) under the leadership Mr. Nasser Al Naimi, HMC’s Chief of Patient Experience and Director of Hamad Healthcare Quality Institute. The award recognizes the outstanding contributions of CPESE in enhancing patient experience, fostering a culture of person-centeredness, and enhancing overall patient care experience across multiple touch points through Nesma’ak Corporate Customer Services and Referral Booking Management Services (RBMS) patient-facing teams.
Nesma’ak is dedicated to enhancing the overall patient experience by providing timely, accurate, and compassionate assistance across HMC facilities. Also central to streamlining the referral process and ensuring patients receive prompt access to specialized care is the RBMS. This service has reduced wait times, improved care coordination, and enhanced the patient journey through innovative scheduling solutions and close collaboration with the clinical teams. The dedication of both teams to delivering seamless communication and support has fostered trust and satisfaction among patients and families.
Mr. Al Naimi said: “We are extremely proud of the dedication and contribution of all our staff and our Patient and Family Advisory Council (PFAC) members, these awards are testament to all the hard work that is happening at HMC in achieving a new era of patient care, with a clear vision for a more integrated, multi-provider sector that delivers better access and quality of care for patients as well as a more sustainable health system.”
The PX Congress 2024 is dedicated to transforming healthcare for the future. Co-hosted by ‘The Beryl Institute’, USA, the PX Congress embraces the vision of “2024 emerging as the year of Patient Experience,” aiming to redefine healthcare through a blend of innovation and compassion by recognizing those who set benchmarks in the field. The awards encourage the healthcare community to adopt new strategies and standards that enhance the patient journey.
