Patient Experience Department - Sheikh Khalifa Medical City

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Interview with Mr. IBRAHIM AL KUWAITIDirector of Patient Experience Department2Mr. Ibrahim, would you kindly tell usmore about your background, educationand work experience?After completing my high school fromAl Ain, I went to the United States tocontinue my education in San Diego,California in a college called GrossmontCollege for two years. After gettingthe AS diploma I transferred to LongBeach – California State University andgraduated in Business Managementspecialized in Management InformationSystem.With regards to my career here at SKMC,I started in Patient Affairs Departmentwhere I worked as a Patient AffairsOfficer and Patient Affairs ComplainOfficer. I Took the role of Deputy Directorof OPSC and Primary Healthcare Clinicsin 2005. In 2006, I worked as a ProjectDirector of Abu Dhabi RehabilitationCenter. Recently, I was named Directorof Patient Experience under themanagement of the COO, Linda Clark.Mr. Ibrahim, since this is a newdepartment, kindly share with us moreabout the department role mission andvision.The main focus of the Patient ExperienceDepartment is our patients; therefore weare aiming to create a seamless patientexperience so that we can contributeto the wellbeing of our patient andtheir families. This will help us achieveSKMC mission and enhance the hospitalreputation in the area. With the input ofour department staff, we will create ournew mission and we will share this withour leaders and staff.To achieve our goals, we formed anexecutive committee to oversee fourareas through sub committees. The firstarea is called “The voice of the patient”which includes gathering informationfrom our patients and then analyzingtheir feedback. The second area isthe experience improvement; whichwill look into improving the hospitalenvironment and facilities, helping usto creat a comfortable atmosphere forour patients and their families whilethey are receiving treatment at SKMC.The third area of our focus is experiencesolution. We will be looking intoenhancing the service in SKMCin cordination with other departmentsfor example: waiting time, key word ata key time.A positive change will be seen onthe Patient Affairs Officers who willbe taking the role of Patient ServiceNavigators with a wide range ofresponsibilities that includes facilitatingcommunication between patients,families and the medical team andensure that all patients concerns andtheir suggestions are consideredMr. Ibrahim, can you tell us about yourrecent visit to Cleveland Clinic in theUSA?My visit to Cleveland Clinic startedwith a hospital tour, which gave me anopportunity to meet with the PatientExperience team. I have also learnedthat our department faces similarchallenges, regardless of the culture,tradition and religion, human natureis the same and that there are lot ofsimilarities when it comes to patientcomplains.The visit was a great experience andit gave me an opportunity to gainknowledge of future challenges that wemight face and at the same time whatare some of the solutions we mightadapt considering the culture andenvironment.As a UAE national in a leadershipposition at SKMC, what advise wouldyou give to our employees?From my perspective, the future ofhealthcare in UAE relies on the handsof those who are currently workingin the hospital, regardless of theirposition.Patients are one of our familymembers, or friends. I encourage allhealthcare providers here to believe inthat. We also have great resources hereat SKMC, as some employees havebeen employed for many years as wellas experts from different backgrounds.It’s a great opportunity to learn fromtheir knowledge and informationbrought to us from different countries.This knowledge can be modified to theculture of UAE citizens. Even Islamencouraged us to seek knowledge and ifwe do a job, we have to do it perfectly.Can you please tell us who Ibrahimoutside SKMC is?I am a family oriented person; I like tospend my time with my family. I alsohave interest in reading and listeningto audio books. One of my favoritewriters is Stephen King and my favoriteaudiobook narrator is Frank Muller.
Patient Service Navigators (PSN)WHAT IS PATIENT SERVICENAVIGATORS?Your Patient Service Navigator (PSN)is wide-ranging and are responsiblefor facilitating communication betweenpatients, families and the medicalteam; answering patients’ questions;alleviating anxiety over treatments orprocedures; and more. PSNs rounddaily, visiting patients and respondingto concerns that arise. The PSNs havethe ability to solve the problem at amoment’s notice and communicateeffectively and compassionately withpatients of all backgrounds and needs.They are dedicated to the emotional andphysical comfort of our patients, whileskillfully addressing issues before theyescalate into problems.WHY ARE THE PATIENT SERVICENAVIGATORS TALKING TO MYPATIENTS?One of the main goals of your PSN isto speak with as many patients in yourarea as possible. As you can imagine,the spectrum of thoughts going throughyour patients’ mind are various. YourPSN will make a conscious effort toidentify what is important to yourpatient and their resolvation/ triageto those issues. Some of the patientsissues that arise are visiting time,appointment time, ideal care, nursingcare, neighbor issues, environmental,interpersonal complaints, and parking.WHAT IS MY PATIENTS FEEDBACKABOUT THE SERVICE THEY HAVERECEIVED?Just ask!! All the PSNs will share alltheir conversations notes with you,including all the issues that yourpatients have mentioned.WHAT HAPPENS WHEN THERE IS ACONCERN RAISED REGARDING THEPATIENT’S STAY/ CARE?Although we strive to provide ourpatients with world class service everyday, unfortunately, not everyone leavescompletely happy. The PSN is not ina position to make judgments aboutcare. They will act as an outlet for yourpatient to “let loose” any issues thathave been on their mind. The complaintand compliment service encourages allSKMC staff, including PSN to initiallytry to address a patient’s concern atpoint of service.WHAT ARE SOME SITUATIONS THAT ISHOULD INVOLVE THE PATIENT SERVICENAVIGATORS?1. Your patient seems anxious, angryor has unrealised expectations of theservice.2. A patient’s family seems angry orfrustrated.3. A “high maintenance” patient isgreatly affecting the service you provideto your other patients.4. When other staff members alert youto issues that occurred on the previousshift.5. An incident occurred in the ward andyou would like your PSN to documentall the relevant data and opinions.Congratulations to..Ms. Laheeb Tawfieq on her new role as Senior - VIPCoordinator .3
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Patient Experience Department - Sheikh Khalifa Medical City

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