Case Details

توجد مشكلة في الارقام في المختبر والصيدلية، على مدى يومين والعملية غير منظمة حل العاملين هناك (كلكم تعرفون دوركم، الى يعرف دوره حياه)

This is in response to the patient complaint that was received on 13/2/2024. regarding the numbering machine which was reportedly not in order and the patients were being called by the staff randomly. (a copy of the complaint is attached).

The numbering machine is installed recently in the health center for all the departments and patients are still not used to it. But the machine is now fully functional and is operating at all times in the laboratory department.

(any issues faced with the functionality of the machine are reported immediately and directly to the administrator and are resolved too and in these cases the workflow is managed with manual numbers but never with random calling of the patients)

On contacting the patient, it was found that she assumed the machine is not working since some patients waiting before her could figure out how to operate the machine. And she was told to wait and remember her turn. It was confirmed by the patient that neither of the staff was informed of this situation. As per her, "suddenly" the machine started working when a patient came which resulted in her taking a number later, while she was present there before. It was also confirmed by the patient that none of the staff asked her to keep track of her turn and it was told her by the patient previously waiting there. 

Further she added that she raised this issue for the improvement of the services provided, and she was thanked and appreciated for her concern and co operation in the provision of services and care.