Case Details

AL KUWAIT HEALTH CENTER Dr zahra salman Mohamed ali zabar Myappointment was 5:41 I arrived 5:25 Waitied until 6:10 dr did not call myname Asked the reception about the delay they told she will call but shedidn’t I checked her room she was not present and did not take myappointment. So I waited almost 40 minutes for nothing

The case had been investigated by questioning the registration department, the nursing department and the involved physician.

   Dr. Zahraa had an urgent case to follow in the treatment room around the time of the incident and when she came back she started to follow the case in their time order known that she is late on her appointment list. By the time she called Ms. Maria it was late as the client had already left because the doctor was not available in the room earlier and she couldn’t wait longer as she had other plans to follow.

   The client had been called on Tuesday, August 22, 2023 at 11:50 am. After greeting, the case had been explained and suggestion to avoid repeating similar incident in the future had been discussed. It is suggested from our side to change the status in I-seha system to waiting and put envelope in front of the name once they asked about the appointment at the front disk and if possible to tell the involved doctor by call or in person about waiting patients. Ms. Maria suggested to call the patient by phone to inform them about possible delay when the doctor have an emergency case, it was explained to Ms. Maria that it is logistically difficult to execute and the doctor must follow their own list after they handle the emergency case or inform the in charge doctor about the possible delay in the list.

   At the end, we wished the client a better experience in the future especially with Dr. Zahraa as she is one of the brightest and kindest physician.