At the start of 2016, Hamad became the first healthcare system across the globe to have all of its hospitals accredited by the Joint Commission International (JCI) under its Academic Medical Center program. We also became the first hospital system outside of the United States to achieve JCI Academic Medical Center accreditation for all its hospitals simultaneously. The successful accreditation followed almost two months of rigorous on-site surveys by the internationally renowned independent JCI, which identifies, measures and shares leading practices in healthcare quality and patient safety across the world. The JCI team of surveyors closely examined over 300 standards and 1400 measurable elements across all our hospitals – all of which now hold the official Gold Seal of Approval® for accreditation under the Academic Medical Center Hospital standards. Our hospitals were evaluated against JCI’s 5th edition standards – the most challenging standards to date.
A corporate-wide Outpatient Services Improvement Program has been established to not only improve patient access to outpatient care, but to also significantly enhance the patient experience through the delivery of a more efficient and cost-effective outpatient service. The Outpatient Services Improvement Program supports the sharing of best practice, creating systems and processes to reduce the number of canceled appointments, shorten waiting times, and make operational processes more efficient over time.
The Operational Performance System has been launched with the key objective of maximizing the efficiency of bed management across our hospital network. A key focus of the system is strengthening communication between teams from each of the hospitals – with conference calls twice daily, seven days a week – to look closely at how many patients are coming into the various hospitals, how many patients are medically fit to be discharged, and how beds can be better managed to accommodate more patients who need our care. Facilities share information on their operational positions using situation reports that contain accurate, up-to-date data, as close to real time as is possible. In just a few months since launch, the system had already delivered improvements with reduced capacity pressures.
As part of initiatives to streamline and enhance the overall patient experience across the organization, a cashless payment system has been introduced at a number of additional facilities in 2016, including Women’s Hospital, the Bone and Joint Center, Pediatric Emergency Center Al Sadd and the Internal Medicine Clinic. Patients at these facilities now need to pay by credit, debit or e-cash card at the counter they register at, instead of visiting the cashier. The cashless system also allows any subsequent payments for services to be taken at the registration counter. By eliminating a step in the payment process, the system saves valuable time for patients during their visits.
The transformation of dental services across Hamad took a significant step forward in 2016 with the establishment of the Hamad Dental Center. Previously, this facility operated within Rumailah Hospital’s portfolio of services, but with this development the Center is now its own separate entity. Hamad Dental Center manages the specialized dental services provided within the Center but also governs the Dental Service Network, which is responsible for the strategic delivery of dentistry services throughout the organization. Hamad Dental Center’s leadership works closely with Hamad’s general hospitals to ensure strategic dental services are operating in Al Khor, Al Wakra and The Cuban hospitals.