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SKMC PULSE Issue No. 8 - Sheikh Khalifa Medical City

SKMC PULSE Issue No. 8 - Sheikh Khalifa Medical City

SKMC PULSE Issue No. 8 - Sheikh Khalifa Medical City

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NOTE FROM THE CEODear Reader,<strong>No</strong>w that the year is over, I can confirm that 2010 is a year in which we strengthened ourposition on the successes of the past as well as we built new capabilities for delivering highquality healthcare and operational excellence. I am proud to say that Patient Satisfactioncontinues to increase, with 97% of admitted patients stating that they would recommendus. This staggering increase is driven mainly by the large drop in the waiting times at ourOutpatient Specialty Clinics (OSC) and the improved customer service plan, which will entera new dimension with the implementation of the Patient Experience Map in 2011, similar towhat Cleveland Clinic, Ohio has.As Quality will always be our focus, we continue to create the proper infrastructure for besthealthcare delivery by creating the right gate keepers for our medical practices as we expandedthe mortality and morbidity reviews and adjusted its policies, plus many other indicators.Throughout this year also, we have been surveyed by HAAD and other international bodies andthe outcomes assured our readiness in terms of quality standards.Operationally, in addition to the OSC restructuring, the Emergency Department and theOperating Room went through similar improvement projects leading to better handling ofpatients and a reduction in the cancellations of surgeries. Cost reduction initiatives continue tobe the focus and performance management metrics are being introduced to all departments.Work on automation and implementations of SEHA driven initiatives continues to bring benefitsto our processes.Moreover, we established the Office of Professional Staff Affairs (OPSA), modeled after theCleveland Clinic, which is expected to result in significant improvements in physician recruitment,orientation, retention and turnover rates. Furthermore, we witnessed the renovation of ourcafeteria to better serve our patients and staff and we launched our new website to reflect thestate at which the <strong>Medical</strong> <strong>City</strong> is at.Finally, and as in last year, our patient volumes continued to increase as you continue to choose<strong>SKMC</strong> as your healthcare provider of choice. Our outpatient specialty visits increased by 7%compared to last year and our Emergency Department increased its volume by 12%.Thank you for your trust in our healthcare system.Patients First,Tej Maini, MD, FACSChief Executive Officer<strong>Sheikh</strong> <strong>Khalifa</strong> <strong>Medical</strong> <strong>City</strong>4

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