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29 March 2024

Spot the blue jacket ‘at your service’ in Dubai hospitals

Published
By Staff

When entering Rashid Hospital, the myriad of light-blue uniforms twirling though the passageways will look slightly altered, with a batch of dark-blue jacket doctors mixing with the crowd.

The blue-jacket staff are the new customer relation assistants (CRAs) employed by the Dubai Health Authority (DHA), representing the initiative slogan ‘At you Service’ aiming to provide a pleasant hospital experience to its visitors.

“All CRAs have already received training. They are bilingual, they speak English and Arabic, and can address queries on finance, administrative, insurance, location, billing and other such issues,” said Shaikha Al Rahoomi, Director of Customer Relations Department at the DHA.

Essa Al Maidoor, Director-General of the DHA yesterday strolled through the hallways of Rashid Hospital himself wearing the blue jacket reading ‘May I help you?’, inaugurating the initiative and informing patients of the new customer service.

He said: “In line with the vision of HH Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai, and HH Sheikh Hamdan bin Mohammed bin Rashid Al Maktoum, Crown Prince of Dubai and Chairman of Dubai Executive Council, the DHA has ensured that customer care is at the heart of the Dubai Health Strategy 2013-2025. Our aim is to create successful medical outcomes and hospitable human experiences for our patients.

“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.”

Introduced in Rasid Hospital, the service will be extended to all DHA hospitals in a matter of weeks. In the next phase, all fitness and healthcare centres of DHA will be staffed with the CRA’s, which will count 200 in total.

“All CRAs wear a blue jacket with the slogan, ‘May I help you.’ The idea was to establish their distinct identity and unify this concept across all DHA health facilities. The jacket and the slogan help patients and families identify CRAs,” added al Rahoomi.

“In addition to on-site support, patients and families can send us their feedback or queries through the Wassel Sotak initiative, which is an online feedback platform. This way we ensure that patients have both on-site help and an electronic feedback platform to reach us.”

By the end of 2014, the DHA will also introduce initiatives such as the Customer Satisfaction Index, which enable customers to press the ‘happy’ or ‘unhappy’ button through an electronic interface before exiting the premise.

In addition to this initiative, the DHA also recently announced the deployment of 3,000 Android Tablets across every patient bed and waiting areas of all hospitals and health centres, to provide customers with access to the internet and health education apps, while they are waiting for their appointments.