Around 3,000 Emirati families have benefited from the services of Latifa Hospital’s Happiness centre since its inception.
The Happiness Centre, which was launched in August 2016, aims to achieve customer satisfaction and happiness by simplifying a number of services by providing them at a one-stop destination.
The services provided at the Happiness Centre include electronic issuance of birth certificates, health cards and medical reports; appointment registration and booking; pharmaceutical services; and registration of newborns, in collaboration with the Directorate of Residency and Foreign Affairs.
Maryam Alsalman, Head of Customer Services, says that in 2016, 2,786 Emirati infants were born at Latifa Hospital, of which 919 were registered with the Directorate of Residency and Foreign Affairs through the Happiness Centre.
Last year, 2,538 Emirati infants were born, of which 2,200 benefited from the centre’s services that included registration at the Directorate of Residency and Foreign Affairs and passport issuance through the centre.
Alsalman explains that the reason behind the increase in demand is due to the short waiting time to obtain the services as the average waiting time is seven minutes and serving time is 15 minutes.
In fact, a customer satisfaction survey found that before the launch of the centre, out of 500 customers only 47 customers rated the services as excellent, 184 gave the rating very good, 216 rated them good while 53 gave a rating of weak. Following the launch of the centre the satisfaction rate increased notably, as 363 customers rated it excellent, 134 gave it a very good rating, three rated it good and zero people rated it weak.
She adds that the centre aims to be able to serve all Emirati infants delivered at Latifa Hospital and provide them with quality services. In 2016, there were 2,786 births (1,451 boys and 1,335 girls) and in 2017 there were 2,327 (1,186 boys and 1,141 girls).
Muna Tahlak, CEO of Latifa Hospital, says the centre, which has the capacity to handle 400 customers a day, is considered one of the most advanced facilities as it is being run by experienced staff that has been trained to deal with customers, she added that it is also equipped with the latest technology to complete the procedures in the fastest period possible.
“The centre was established in order to simplify customer’s procedures,” says Tahlak. “Instead of going to different departments, they can complete all the procedures under one roof. By completing procedures swiftly and precisely we hope to achieve customer happiness and satisfaction.”
Commenting on the centre’s inauguration in 2016, His Excellency Humaid Al Qutami, Chairman of the Board and Director General of DHA, says the concept of happiness, which is adopted by the UAE and Dubai, represents one of the primary performance indicators of DHA. He added that to achieve customer satisfaction and happiness, the authority has been developing its facilities, staff capabilities and services.
Al Qutami also credits the Directorate of Residency and Foreign Affairs for allocating a unit within the centre to register newborns, making it DHA’s strategic partner in achieving customer satisfaction and happiness.
The DHA Director General adds that the unit reflects the tight relations and partnerships between the authority and other concerned organisations to fulfil Dubai’s future goals.
