According to the Hajj Satisfaction Assessment Platform data, pilgrims’ satisfaction with healthcare services at Makkah Health Cluster facilities reached 97.7% during the 1446 AH Hajj season. The Makkah Health Cluster noted that feedback was gathered through a QR code-linked satisfaction survey, completed either directly by pilgrims or with the assistance of scouts and patient experience staff using handheld tablets. The survey was offered in eight languages to ensure it was accessible to all.
The cluster highlighted that this high satisfaction rate reflects the effectiveness of strategic initiatives the Executive Management of Patient Experience led. Enhancements were implemented across healthcare facilities at the holy sites, aiming to elevate service quality and patient care.
A redesigned Hajj medical journey map helped streamline procedures, improve service access, and eliminate unnecessary steps, reducing wait times and enhancing overall service flow. Pilgrims also received information cards outlining each stage of their medical journey, from arrival to discharge, ensuring a more precise and more organized experience.
The Makkah Health Cluster also leveraged artificial intelligence and digital health technologies to enhance efficiency, responsiveness, and the overall quality of healthcare services. It reaffirmed its commitment to delivering compassionate, comprehensive care to pilgrims, aligned with the highest quality and institutional excellence standards.
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