Dear KAUST Community
Earlier this year, we worked with our partners in Human Resources and asked you for feedback on a range of health related services, to ensure that you continue to access the best possible healthcare. Your views are very important to us and we thank you for the feedback you provided on the service you receive from KMC physicians, nurses, pharmacists, reception staff; benefits included in your medical insurance plan; and satisfaction with the KMC facility in general.
Based on your feedback, highlighted below are some of the improvements that we have made to date:
- Established a referral office at KMC where staff members can assist in your referral to Jeddah hospitals;
- Hired three Patient Liaison Officers at DSFH and 3 at IMC who will provide a ‘meet and greet’ service when requested and support you as appropriate during your visit;
- Introduced a range of new clinics at KMC – cardiology, urology, chiropractic, occupational therapy, endocrinology, gastroenterology, pediatric dental, ortho-dental and endo-dental;
- Created a Quality Improvement Team to work with the Emergency Department on improving customer service; implementing a new designated area for treating Obstetrics/Gynecology cases; delivering patient education on the triage system;
- Implemented measures to ensure faster processing of BUPA pre-approval and claims, based on internationally accepted standards;
- Provided bicycle racks in KMC parking;
- Promoted the online H-Connect services through a variety of communication channels; working to ensure everyone who has a file at KMC has their data loaded into the portal; increased the number of services that can be booked through H-Connect; created a video demonstrating how to use H-Connect; dedicated team to help with queries;
- Reviewed and resolved the issue of inaccurate or confusing SMS text messages for appointment reminders and cancellations;
- Implemented a more rigorous communication strategy, including development of health education materials and use of community LED screens and KAUST TV to promote services.
To see what further improvements are coming in 2015, please click here.
If you would like to offer any feedback or share your views on any aspect of the health services you receive, please e-mail the Patient Relations Officer.
Dr. Fahad Altamimi
Director, KAUST Medical Services