ISLAMABAD:The Courtesy Centre at the Federal Government Polyclinic Hospital has earned praise from patients, who credit its effectiveness to the experience and dedication of in charge Wali Rehman, saying he helps visitors navigate administrative procedures and access medical care more efficiently.
Several patients said the Courtesy Centre serves as an important first point of contact for visitors arriving at the hospital. They noted that Rehman has earned a reputation for guiding patients through often complex procedures, directing them to the relevant departments and helping resolve issues without unnecessary delays.
Kamran Ali, a long-time patient at the hospital, said Rehman's extensive knowledge of the institution enabled him to assist patients in a timely and effective manner. "Wali Rehman understands the system thoroughly and knows how different departments operate," Ali said. "Whether it is an urgent case or a routine matter, he helps patients find the right office and follows up on their concerns."
Other patients shared similar views, saying Rehman’s familiarity with hospital procedures often reduces confusion and saves time for visitors, particularly those seeking treatment for the first time. Staff members who have worked with Rehman described him as a valuable source of institutional knowledge, noting that his years of service have given him a detailed understanding of departmental responsibilities, referral mechanisms and administrative processes across the hospital.
According to them, such experience helps facilitate coordination between departments and contributes to smoother handling of patient concerns. Patients also highlighted Rehman’s courteous conduct, saying he listens attentively, treats visitors with respect and seeks practical solutions instead of referring them from one office to another.
Healthcare professionals emphasise that administrative support services can play a significant role in shaping patient experiences, particularly in large public hospitals where visitors must navigate multiple departments and procedures.
They said experienced employees represented an important source of continuity and institutional memory and that replacing such expertise could take considerable time. They, along with patients, said where rules permitted service extensions based on performance and organisational needs, experienced personnel whose work directly benefited patients like Rehman should be considered for retention.
“Wali Rehman’s service extension case may be considered favourably as his presence at the Courtesy Centre directly improves the patient experience at FG Polyclinic," a patient told 'The News'.
