Saudi Gazette report

MAKKAH — Pilgrims’ satisfaction with healthcare services provided at Makkah Health Cluster facilities reached 97.7 percent during the Hajj season 1446 AH, according to data from the Hajj Satisfaction Assessment Platform.

The Makkah Health Cluster explained that pilgrim feedback is collected by scanning a QR code linked to a satisfaction survey. Evaluations are conducted directly by pilgrims or facilitated through handheld tablets by scouts and patient experience staff. The survey is available in eight languages to ensure accessibility for all pilgrims.

The cluster emphasized that these satisfaction results reflect the success of its strategic efforts, led by the Executive Management of Patient Experience. Key improvements were introduced across healthcare facilities at the holy sites, focusing on enhancing service quality and patient care.

The Hajj medical journey map was redesigned to streamline procedures, speed up service access, and eliminate unnecessary steps. This optimization helped reduce wait times and improve service flow. Pilgrims were also provided with information cards detailing each step of their medical journey, from entry to discharge, ensuring clarity and easing navigation through the process.

In addition, the cluster utilized artificial intelligence and digital health technologies to improve performance, responsiveness, and overall healthcare delivery. The Makkah Health Cluster reaffirmed its commitment to providing compassionate, comprehensive healthcare to the pilgrims, in line with the highest standards of quality and institutional excellence.

It is noteworthy that the Hajj Satisfaction Assessment Platform measures healthcare experience across inpatient and emergency departments.