Focus Group for Complaints about private health and pharmaceutical facilities and their medical staff
Goals
To conduct a customer focus group for Complaints about private health facilities and their medical staff
To gather insights on the current user experience for the services, identifying pain points and suggestions
Participant Details
Mogibelrahman / Male
Dr.Garajm / Male
Jagadish Asmat / Male
Dr.Abdularhaman Saleem / Male
Faiza / Female
MAHMOUD ABDELAZIZ / Male
Sheikh Mohammed Alo / Male
Bijisha / Female
Abdulla Adel Al Ali/ Male
Pain Points
Time taken to resolve a complaint was too long
Some major information was missed
Guidance and support should be easily accessible
Recommendations
To highlight important information that a user should not miss
A MOHAP help desk at every medical center to be able to use services and file complaints right away with assistance
Outcome
• All the same four user types would be retained in the future state
• 2 customer touchpoints only
• All documents from DataFlow are retrieved on MOHAP system and user can upload the verified documents directly
• Also maintaining the provision to upload any remaining documents manually
• Introduced integration with the Riyati, MOHAP system, and payment gateways
• with the integrations the processing time of the service is now reduced to 1-2 business days.
