PHCC Marks Customer Service Week 2026, Pursuing "Go the Extra Mile" Theme

Doha, October 03, 2026 : The Primary Health Care Corporation (PHCC) is marking Customer Service Week 2026, an annual occasion highlighting the importance of customer service and its role in strengthening the patient experience and the quality of services provided to patients.

Global, Local Themes Guide This Year's Celebration

This year's celebration is held under the official theme "Go the Extra Mile," underscoring the importance of exceeding expectations and treating patient feedback as a key entry point for continuous improvement. PHCC has also adopted its own theme, "Care Builds Trust and Leaves a Lasting Impact," affirming that caring for patients extends beyond service delivery to include warm welcomes, timely responses, and listening to feedback.

Customer Service Central to Primary Health Care System

Customer service remains central to the primary health care system, playing a key role in identifying patient needs and monitoring complaints and suggestions for use in enhancing services.

3,163 Complaints Handled in First Half of 2026

PHCC data showed that during the first half of 2026, the Corporation handled 3,163 complaints received through various communication channels, with 94 percent closed within 25 business days, 4 percent closed after more than 25 business days, and 2 percent remaining unresolved. At Leabaib health center specifically, 149 complaints were received, with 84 percent closed within seven business days.

Feedback Also Included Cases of Appreciation

PHCC said it prioritizes the comments and complaints it receives as a key source for identifying improvement opportunities. Alongside complaints, the first six months of 2026 also saw 66 cases of gratitude and appreciation, reflecting positive patient experiences and serving as motivation for medical and customer service staff.

Patient Experience a Shared Responsibility, PHCC Says

PHCC emphasized that improving the patient experience is a shared responsibility extending beyond customer service staff to the entire organization, beginning when patients arrive at a health center and continuing through every stage of care. The Corporation noted that its Hayyak helpline and Nar'aakom offices at health centers continue to support patients and improve access to information and services.

Officials Reaffirm Commitment to Listening, Empathy

Executive Director of the Corporate Communications Department at PHCC, Huda Mohsen Al Wahedi, said the week provides an opportunity to reiterate the Corporation's commitment to putting patients at the heart of its efforts, noting that this year's theme underscores that excellence in customer service extends beyond service delivery to understanding patient needs at every stage.

Head of the Hayak Service Department, Dr. Adel Abu Ouda, highlighted the vital role of service teams in supporting patients' access to health information and services. Head of Customer Service at PHCC, Amina Al Balushi, emphasized that customer service represents a culture and daily practice reflecting PHCC's commitment to listening to patient feedback and continuously improving the care experience.

Source: QNA