The Primary Health Care Corporation (PHCC) is observing Customer Service Week 2026, emphasizing the integral role of customer service in enhancing patient experience and healthcare quality. Held under the global theme “Go the Extra Mile,” this year’s event highlights the importance of exceeding patient expectations, attentively listening to their needs, and using their feedback as a driving force for continuous improvement.
PHCC has adopted the theme “Care Builds Trust and Leaves a Lasting Impact,” underscoring that patient care extends beyond clinical services to include welcoming environments, timely responses, clear communication, and careful consideration of patient opinions. The corporation places customer service at the core of its primary healthcare system, using patient feedback to identify needs and opportunities for service enhancement.
During the first half of 2026, PHCC handled a total of 3,163 complaints through various communication channels. Of these, 94 percent were resolved within 25 business days, four percent took longer than 25 business days to close, and two percent remained unresolved. At Leabaib Health Center specifically, 149 complaints were received, with 84 percent resolved within seven business days, and the remaining 16 percent addressed after this period.
The corporation highlighted that these complaints represent an important source of information for identifying areas in need of improvement and resolving challenges. Beyond complaints, the first six months of the year also saw 66 expressions of gratitude and appreciation from patients, reflecting positive experiences and the dedication of medical staff. PHCC considers these commendations essential for motivating service teams and reinforcing high-quality care.
PHCC stresses that improving patient experience is a collective responsibility, involving all employees from the moment patients arrive at health centers through every stage of their care, including ongoing communication and responsiveness to feedback. The corporation is also working to enhance access to primary healthcare through various support systems such as the Hayyak helpline and Nar’aakom offices located at health centers. These platforms assist patients in navigating services and accessing information more easily.
Leaders within PHCC reiterated the importance of Customer Service Week in reaffirming the corporation’s commitment to patient-centered care and fostering a culture rooted in listening, empathy, respect, and prompt responses. The event also serves to recognize the efforts of customer service staff and healthcare employees who directly engage with patients to address inquiries and support their healthcare journeys.
PHCC continues to prioritize the patient experience in its strategic plans aimed at improving healthcare outcomes and service accessibility. The corporation views every piece of feedback as an opportunity to learn and improve, while expressions of appreciation encourage ongoing dedication to patient care.