Set of system changes to Referral and Booking Management System by CPESE at Hamad Medical Corporation effectively reduces waiting time for patients

Patients are already experiencing noticeable improvements as a result of system modifications that the Center for Patient Experience and Staff Engagement (CPESE) at Hamad Medical Corporation (HMC) implemented in 2022 to the Referral and Booking Management System (RBMS). 

In order to provide a more efficient and successful experience for everyone, the effort to improve the appointment booking system addresses every facet, from referrals to appointment scheduling, including e-triage and enhancing patient access to healthcare services. Consequently, there has been a notable surge in the quantity of patients who have their initial appointment within seven days following their referral. The numbers increased by 224%, from 3,315 in February 2022 to 10,723 in January 2024. 

The number of patients with outstanding referrals has significantly decreased, falling from 93,109 in October 2022 to 27,754 in January 2024, a 70% decrease. 

The percentage of patients seen within two weeks of referral has increased by an astounding 91%, from 6,815 in February 2022 to 13,005 in January 2024. 

The referral-to-seen wait time for new patients is shown to have decreased by 25% between January 2022 and March 2024. 

The "Nesma'ak" customer care hotline of HMC is available 24/7 at 16060.