Amiri Medical Complex clinches two Healthcare Asia Awards

Patients will now enjoy services from its PCF and tele-customer care units.

Afghanistan's leading state-of-the-art private hospital has proven ever ready to help all patients regardless of cast, color, or creed. Irrespective of patients' ability to pay, the hospital's clinical patient analysis, patient care facilitator (PCF) unit and tele-customer care unit work towards the best interests of care.

Using a multidisciplinary approach to healthcare, Amiri Medical Complex (AMC) ensured access to a wide variety of medical specialties for a full range of clinical services, as well as cardiac and primary care.

For this, AMC bagged the Clinical Service Initiative of the Year and Customer Service Initiative of the Year awards in this year's Healthcare Asia Awards.

In more ways than one, the Kabul-based hospital is a trailblazer in Afghanistan's medical field.

Besides its exceptional team of health care professionals, AMC is the pioneering heart care centre in the country, raising the bar high in cardiac care with its outstanding outpatient services over the past years. It also serves as an extension of the Escorts Amiri Diagnostic Heart Centre, Afghanistan's primary facility for cardiac ailment diagnosis.

Aside from cardiac care, AMC also introduced other innovative and need-based services and infrastructure over the past four years.

The complex is fully equipped with new and imported technologies and technicians and expanded in multi-departments, disciplines and facilities with specialised doctors and trained and experienced medical staff.

Following its strategic and operational guideline with a system dynamics approach, the hospital is updated on the necessary changes needed in services and infrastructure. AMC's departments are also ready to provide need-based extensions and healthcare for city-wide emergency alerts. Whilst its facilities and staff are set to serve in any circumstance, AMC never loses sight of urban and rural complexity and dynamics.

AMC also conducted lecture programs on cardiology and laboratory sciences in hospitals, such as Sardar Muhammad Dawood Khan Military Hospital, Jamhuriat Hospital, Cure International, Infectious Hospital and Ibn-e-Sina Hospital.

Additionally, AMC is also collaborating with the local government as well as non-government organisations in the health sector, working with research institutes on health- related research, community sensitization, and policy reforms and regulations.

Despite AMC's entrepreneurial success, the doctors have not turned their back on their primary duty to save lives. Thanks to their patient welfare program, the hospital successfully supports patients who encounter difficulties with treatment costs.

Moreover, AMC's marketing department established the PCF and tele-customer care unit, with the former focusing on the care of patients, customers and visitors inside the hospital and the latter taking appointments through telephones and providing pertinent hospital information 24/7.

The PCF team assists patients coming from both the city and far-flung areas of Afghanistan. From guiding them in the hospital to handing them information on any service or procedure of AMC to helping them for their recurring appointments, the PCF team saves patients' time, resulting to customer satisfaction.

Team members also act as the patients' voice, as part of their obligations include taking both IPD and OPD feedback and solving patients' problems pre-service, during service and post-service. Because of this initiative, patients are heard, and timely actions are taken to solve their troubles.

The language barrier is also broken thanks to the PCF unit, as members can speak three languages: English, Pashto, and Dari.

Meanwhile, AMC's tele-customer care unit works over the phone, aiding customers in booking appointments and keeping them informed with reports, appointments, cancelations, and reschedules. The team is also in charge of answering all receiving calls and sharing the information with relevant departments, individuals, and units.

In addition to this, AMC's choice to use the phone as communication tool is perfect as Afghans have limited access to the Internet.

Thanks to all these initiatives, the satisfaction level of AMC's patients have increased compared to the past, where they had to come to the hospital without prior appointments, which caused stress to both management and the patients.

Further putting their patients on top priority, the hospital's management is planning to construct another complex to meet customer needs and acquire an active roster of international and national medical consultants for deployment in any changing scenarios, including the high flow of customers.

AMC also wants to add two more individuals to the PCF team to focus on patients' feedback.

The Healthcare Asia Awards 2019 was held on May 23, 2019 at the Conrad Centennial Singapore.

This year's nominations were judged by a panel consisting of Abhay Bangi, Partner, Life Sciences & Healthcare Lead, Ernst & Young; Dr. Loke Wait Chiong, Executive Director, Healthcare Sector Leader, Deloitte; Dr. Zubin Daruwalla, Director, SEAC Health Industries Leader, PwC; Chin Chee Choon, Advisory Leader at Nexia TS; and Willy Leow, Partner, Risk Advisory Services, BDO LLP.

Check out the event photos during the awards night here.

If you would like to join the 2020 awards and be awarded as one of the most outstanding healthcare companies in the region, please email Julie Anne Nuñez at [email protected].