Replies From Service Providers


Here you can find all the responses we got from the service providers regarding the complaints, concerns and feedback of the users about the quality of the services they received.

  • IRC–WPE–T5 on 29/12/2015 info_outline

    “ We are happy to hear about your feedback, our teams usually provide the beneficiaries with their contact numbers to facilitate the communication”

  • Fanar Medical Center (Women's Voice Association) 8/1/2016 info_outline

    “The timing of the services can change suddenly due to emergencies doctors have to cover. We have noticed this but there is not much we can do about it.”

  • Mar Antonios PHC 8/1/2016 info_outline

    “It is really important to meet the needs of large number of patients that we receive daily. In order to make that happen while being transparent, we have a paper stating the fees for all the medical treatments at the PHC.”

  • DRC 15/1/2016 info_outline

    “We are planning to give information sessions to the refugees concerning the selection criteria.”

  • Kosba Public School on 15/1/2016 info_outline

    “We have a new school principal this year and he is already doing some improvements that will hopefully have a great impact on the school's reputation. Having refugees and Lebanese students in the same classroom can only do good and benefit both parties in terms making everyone more humanitarian and more responsible.

  • Bcharre Governemental Hospital 15/1/2016 info_outline

    “Our duty is to cure, getting paid comes later, this is the hospital’s moto. We tried several times to get contracted with the UNHCR but it never worked out. However, we do our best to help by making the refugees and accepting that the patients pay their bills on several payments.”

  • Lebanese Red Cross (Bcharre center) 15/1/2016 info_outline

    “We are gaining the trust of the community with our hardwork. Our duty is to always be cooperative but many times beneficiaries call asking for help in things that are outside our area of expertise that we cannot help them with. The community needs the efforts of the Lebanese Red Cross and it is the team’s duty to work with honesty.”

  • Karagheusian PHC 15/1/2016 info_outline

    “The person responsible for the quality of the provided services started taking the appropriate measures to make improvements. Most of our employees have good communication skills and treat the beneficiaries well, and we will keep checking for new ways to develop the team.”

  • Makhzoumi Foundation 15/1/2016 info_outline

    “Most of our employees have good communication skills and they treat the beneficiaries well. We meet with the team regularly for capacity building trainings.”

  • Aazouniyeh Public School 15/1/2016 info_outline

    “The school is under the supervision of the Ministry of Education and Higher Education (MEHE); the administration has to implement the resolutions of the MEHE that emphasize on creating a balance between the Lebanese and the Syrian students in the classrooms and on prioritizing students previously enrolled in our school and new students with good grades while enrolling. The main reason behind these decisions is the fact that we have small classrooms; our facilities can't handle a large number of students.”

  • Caritas – Bouchriyeh 18/1/2016 info_outline

    “To benefit from our services, one should register for 5000 LBP and get the card. The card will allow you to access our PHC and get appointments. In case one forgot to bring the card, they will still be able to get the medical care but they should mention it first to the employee. Doctor appointments are required, with the exception of emergencies. We have a price list Arabic in the reception area that clearly indicates the cost of every treatment. Beneficiaries registered at Caritas can benefit from the services offered by the PHC, from medical care to consultation, without having to pay for registration.”

  • Caritas – Dekwaneh 18/1/2016 info_outline

    “The beneficiaries should fit a certain criteria to benefit from our services. Sometimes people are not aware of that, which can create some confusion.”

  • IRC – Mkalles 18/1/2016 info_outline

    “We are happy to hear that people are benefiting from the services at the livelihood center. We have a team of qualified professionals that offer a wide variety of trainings.”

  • Caritas – Bourj Hammoud 20/1/2016 info_outline

    “We try to identify the possible beneficiaries by assessing their level of vulnerability. The first step is a short phone interview, the second step is a face to face interview, a home visit is the third and last step. However, a home visit doesn’t necessarily mean that we will be providing assistance. That's due to the fact we are financially limited, we try to do our best with the available grants and donations.”

  • Makarem dispensary 21/1/2016 info_outline

    “We are committed to providing medical care, that's our policy; doctors and staff should always treat all the patients with the dignity, respect and patience they desrve. Vaccinations are free of charge, it's mentionned on the brochure and in the reception area. Most of our patients are Syrian refugees, and we refuse any kind of discrimination based on nationality, religion or sect; everyone is treated equally.”

  • Tripoli Governmental Hospital 21/1/2016 info_outline

    “We condemn any mistreatment of the refugees is and we have regular meetings with the staff to build their capacities and their interpersonal skills for them to become more patient. A doctor checks every patient at the ER; the ones that need of further care are admitted, the others are given the appropriate treatment and sent home once they're in a good condition. The ER is small and can't accomodate the large number of patients; we only have 19 beds in the delivery unit (for admission), 4 beds (waiting) and 1 delivery room. TGH is the only hospital taking a very low fee since we have UNHCR coverage for deliveries (50,000 LBP up to 150,000 LBP), that's why mothers prefer our hospital for baby deliveries.”

  • PU-AMI 12/2/2016 info_outline

    “We do not have a specific selection criteria in order to give the beneficiaries clear answers. We always inform the beneficiaries that when PU-AMI does an assessment, it doesn’t mean that they will definitely get the assistance. Our team goes through each and every case to select the beneficiaries. The priority is given according to their need of shelter and then to their financial situation. Photos are prohibited before and during the assistance phase, we only take pictures after the end of the project. The ones available are only of the site, as a way to invite foreign staff and visitors to join our field missions and to show them our work after its completion.”

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