PHCC handles 3,163 complaints in first half of 2026 as Customer Service Week begins
The Primary Health Care Corporation is marking Customer Service Week 2026, highlighting the role of patient feedback, responsiveness and communication in improving healthcare services.
This year’s official theme, “Go the Extra Mile,” focuses on exceeding expectations, listening closely to patients and using their feedback as a tool for continuous improvement.
PHCC has also adopted its own theme for the occasion: “Care Builds Trust and Leaves a Lasting Impact.”
3,163 complaints handled in six months
PHCC said it received 3,163 complaints through its various communication channels during the first half of 2026.
Of these:
- 94% were closed within 25 business days
- 4% were closed after more than 25 business days
- 2% remained unresolved
The figures reflect PHCC’s efforts to follow up on patient concerns within established time frames while continuing to improve its response and feedback systems.
Leabaib records 149 complaints
At Leabaib Health Center, PHCC received 149 complaints during the same period.
Of these, 84% were closed within seven business days, while the remaining 16% took longer than seven business days to resolve.
Patient feedback goes beyond complaints
PHCC also recorded 66 messages of gratitude and appreciation during the first six months of 2026.
The corporation said these positive experiences are important not only as recognition for healthcare and customer service teams, but also as examples that can help identify and strengthen good practices across its services.
Customer service as part of the whole patient journey
PHCC stressed that patient experience is not the responsibility of customer service teams alone.
It begins from the moment a patient arrives at a health centre and continues through registration, consultation, communication, follow-up and the handling of feedback.
The corporation said each interaction can influence how patients perceive the quality and accessibility of care.
Hayyak and Nar’aakom continue to support patients
PHCC continues to provide support through its Hayyak helpline and Nar’aakom offices located in health centres.
These services help patients access information, navigate healthcare services and raise enquiries, suggestions or concerns.
PHCC said it is continuing to expand and improve its communication channels to make services easier to access.
Focus on listening, empathy and timely response
Executive Director of Corporate Communications at PHCC, Huda Mohsen Al Wahedi, said Customer Service Week is an opportunity to reaffirm the corporation’s commitment to placing patients at the centre of its work.
Head of Hayyak Service Department Dr Adel Abu Ouda highlighted the role of service teams in helping patients navigate the healthcare system, while Head of Customer Service Amina Al Balushi said customer service should be viewed as a daily culture rather than simply a communication channel.
PHCC said its broader goal is to provide a healthcare experience that is easier, more humane and more effective, while treating every piece of feedback as an opportunity to improve.
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