These special helpers will be assisting patients at four hospitals and 14 primary health clinics and medical fitness centres. Besides, a dress code has been specified for these aides, where they will be wearing blue jackets having a clearly legible ‘May I Help You’ catchphrase.
While speaking at the inauguration of the initiative at Rashid Hospital, Mr. Al Maidoor, director general of the authority said, “Customer care and excellent medical services are not isolated concepts. They go hand-in-hand and, in future, customers will see many such initiatives aimed at making their hospital experience pleasant.”
Shaikha Al Rahoomi, director of customer relations at the authority, also explained the knowledge and linguistic skills of these assistants, saying that they had been thoroughly trained to speak both Arabic and English and are fully capable of assisting visitors with inquiries about location, administrative issues, finance, insurance, and billing. “On-site patient support is essential to make the hospital experience pleasant,” she told. On the initial stage, these assistants will be posted all across Dubai Health Authority’s hospitals. As for the second stage, they will also be deployed to primary healthcare centres and medical fitness centres.
However, more is yet to be introduced in the times to come. According to Ms Al Rahoomi, a customer satisfaction index would be introduced next year where the DHA customers would be provided with a choice of pressing Happy or Unhappy buttons while exiting a facility. Moreover, Tablet computers would be provided beside every patient’s bed, so that internet and health education applications become easily accessible to them.
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