www.hmc.org.qa

Annual Report

Annual Report 2010/11 Annual Report 2 010 /11 Putting the patient first Hamad Medical Corporation Hamad Medical

Transforming New Alliance Two Prestigious QR1.9 bn Deal Cancer with Partners Awards at Arab with Ashghal Services HealthCare System Health 2011 and Hyundai

His Highness Sheikh Hamad Bin Khalifa Al-Thani Emir of the State of Qatar His Highness Sheikh Tamim Bin Hamad Al-Thani Heir Apparent Managing Director’s Foreword

Working in a caring profession that exists to help Trauma injuries (road and work) Children with special needs others and serve our community is a privilege – In response, Hamad Medical Corporation – We are continuously ensuring that children for all of us at Hamad Medical Corporation, has established a trauma surgery program with special needs are cared for in the most especially in an environment such as Qatar that is undergoing accreditation from the suitable environments. The new Al Maha where our leadership has demonstrated American College of Surgeons and has been Children’s Rehabilitation Unit provides a profound commitment to creating a healthcare identified by the World Health Organization multi-disciplinary approach to caring for system that is rooted in excellence. in its publication ‘Strengthening care for the children with special needs. This specialized injured: Success stories and lessons learned unit is designed to provide a more child- We are privileged to be working in a country from around the world – 2010’ as a model friendly and comforting environment for where health and education are viewed as for others to follow. long-term patients through a multidisciplinary founding pillars of our society. We thank our approach. This unit has enabled us to transfer Diabetes, obesity, and metabolic syndrome Emir His Highness Sheikh Hamad Bin Khalifa chronic ventilated children to more homely – Changes in lifestyle trends have caused an Al-Thani for his vision for the State of surroundings. Qatar, and for his noble and compassionate increase in obesity, in turn leading to increased leadership which has installed humanitarian levels of type-2 diabetes and metabolic In addressing those problems, Hamad Medical values in all its citizens, with Hamad Medical conditions. Hamad Medical Corporation has Corporation has distinguishing characteristics Corporation playing a significant role in the one of the largest and best-established that set us apart from other public health support of relief and international healthcare diabetes and endocrine diseases units in the providers in our region. We are still the only support for countries in need of assistance. region, helping manage these problems in a healthcare organization outside the United patient-focused manner and working towards States to have all its hospitals receive Joint We are immensely grateful to Sheikh Tamim developing a well-rounded diabetes center in Commission International re-accreditation bin Hamad Al-Thani, Heir Apparent and Hamad General Hospital. simultaneously, and we are leading the Chairperson of the Supreme Council of way in working to become an academic Cardiovascular diseases and hypertension Health, and to Her Highness Sheikha Moza health system that integrates research with – There has also been an increase in bint Nasser, Vice Chairperson of the Supreme the implementation of best practices for cardiovascular diseases, especially in affluent Council of Health, for their vision, leadership continued quality enhancements. GCC countries. Our new Heart Hospital will and support. We are also thankful to His provide a state-of-the-art medical cardiac Looking back on 2010, Hamad Medical Excellency Abdulla bin Khalid Al-Qahtani, and cardiothoracic facility intended to Corporation recorded several major Secretary General of the Supreme Council integrate all cardiothoracic medical and achievements in our primary focus areas of Health and Minister of Health. surgical services in one facility. In addition, of healthcare, education and research: Under the leadership of the Supreme Council the collaborative research program between of Health, Hamad Medical Corporation and the Heart Hospital, Qatar Foundation and the Healthcare its member organizations are committed to Advanced Cardiovascular Network (QAL) to Hamad Medical Corporation has worked closely Hamad Medical Corporation has distinguishing continuous development of their services to establish and operate the Qatar with the Supreme Council of Health to achieve meet the evolving needs of our society Cardiovascular Research Center will shed the healthcare goals of the 2030 Vision for characteristics that set us apart from any other through sustainable and national capacity more light on the causes and trends in Qatar, as formulated by our Emir, HH Sheikh building approaches that bring world-class cardiovascular diseases in Qatar. Hamad Bin Khalifa Al-Thani. We are committed public health providers in the region. We are still to the National Health Strategy and the healthcare to the people of Qatar. Respiratory conditions National Cancer Plan that is one of its primary – Dusty weather conditions contribute to The past year has seen Hamad Medical initiatives. In this respect, Hamad Medical the only healthcare organization outside the United the high incidence of respiratory illnesses and Corporation make excellent progress towards Corporation has established a Transformation Hamad Medical Corporation has placed special achieving our vision to be an internationally Program for cancer care that will initially seek States to receive simultaneous Joint Commission attention on respiratory services and recognized integrated healthcare system, to drive improvement in four cancer specialties. playing a central role in the sustainability of research, especially in pediatric care. International re-accreditation for all its hospitals. Our agreement with Partners HealthCare health in Qatar, and in our quest to be Chronic illnesses and long-term care System (PHS) links us to the largest integrated acclaimed for excellence in healthcare, – The new Skilled Nursing facility, residential academic healthcare services organization in education and research. care complexes and home care programs the United States. PHS is assisting and provide specialist multi-disciplinary nursing care, In Qatar, some of our most pressing health advising Hamad Medical Corporation on including rehabilitative services, social services concerns are: decentralization, so that decision-making is and personal care to adult residents who are devolved to bring responsibilities closer to long-term dependent or partially dependent. the delivery of clinical care. Managing Director’s Foreword continued

A common issue for any country with a Research Working closely with our academic partners, relatively small population is ensuring that We continue to grow our research activities and we have set a five year target of transforming clinical staff maintain and enhance their our commitment to research. Qatar National our system into an academic health system and expertise. Physicians and nurses may not Research Fund has endowed Hamad Medical therefore raise the quality of healthcare not have the opportunity to see a wide variety Corporation with more than $6.5 million for only in Qatar, but in the Middle East as a whole. of cases and Hamad Medical Corporation has specific clinical research projects that will benefit Next year we will be witnessing the opening therefore partnered with world-leading the health and wellbeing of Qatar. In addition to of a number of new services and facilities, institutions to encourage skills and seeking external research funds, Hamad Medical the largest of which is the Al Wakra Hospital, knowledge transfer. These include the Corporation promotes in-house research a general community hospital to serve the Toronto Sick Kids Hospital, Partners Health, projects. For the first time in Hamad Medical Al Wakra area and its neighboring communities. Heidelberg University Hospital and Asia Corporation’s history we have established an We are well on our way to delivering one of Australia Mental Health Group. internal research grant program whereby the biggest and most ambitious master facility We have also actively pursued leading doctors and nurses can submit applications plans ever seen in international healthcare by medical technology to benefit patients. For for these grants. In the inaugural year, 38 building and equipping three state-of-the- example, Al Amal Hospital is the first in the applications were received. We are also investing art hospitals and a research center at Hamad world to install GE Healthcare’s premium MRI in developing a strong translational research Medical City. By 2013, a Women’s Hospital, a system with radiation oncology options and foundation working with our academic Minimally Invasive Day Surgery Center, a our Robotics Surgery Center is the most partners, especially Cornell Medical College Rehabilitation Hospital and a Translational active in the Middle East. in Qatar, and are planning a translational Research building will be delivered that will research building within Medical City. introduce new services and significantly The quality of healthcare provided by Hamad increase the capacity of our health care Medical Corporation was reflected in the 2010 The future system. This will enable us to better serve Arab Health Awards. All five of our hospitals Looking ahead, Hamad Medical Corporation will the people of Qatar and meet the needs of were shortlisted for excellence, with Rumailah continue to work closely with the Supreme our growing population. Hospital receiving the Sultan Bin Abdulaziz Council of Health to ensure the planned growth Humanitarian City Award for Excellence in and development of its services are in line with Hamad Medical Corporation was honored Rehabilitation Services and Human Resources the forecast healthcare needs of the country. to play a key role in supporting Qatar’s receiving the Human Resources Development While Qatar’s government is generous in successful bid to host the FIFA World Cup in Award for its project on achieving and its funding of the healthcare sector, greater 2022. We are confident that the healthcare sustaining physician excellence. demand for accountability and results- sector will be able to meet the considerable oriented investments means that closer demands of such a significant sporting event. Education attention will be given to improved efficiency Last, but not least, I would like to thank Hamad Medical Corporation’s approach and quality Although Hamad Medical Corporation is already in patient care, including case management Hamad Medical Corporation’s dedicated staff engaged in medical and healthcare education, as and bed capacity management. for their commitment to our patients and our were recognized in the 2010 Arab Health Awards. well as clinical research projects, our hospitals vision of excellence. I am confident that Hamad are keenly focused on becoming fully-fledged We have embarked on a new initiative to Medical Corporation will continue this positive teaching hospitals. We continue to implement transform Hamad Medical Corporation into All five of our hospitals were shortlisted for progression over the years to come. processes that encourage more evidence- an academic health system. Our vision is to based medicine, so that sustainable solutions become a true academic healthcare system excellence, with Rumailah Hospital receiving the are delivered for public health challenges. that supports the pursuit of new discoveries through research that can be put to practical Sultan Bin Abdulaziz Humanitarian City Award for The number of medical students from Weill application and improve patient outcomes. Cornell Medical College-Qatar (WCMC-Q) As an Academic Health System, Hamad Excellence in Rehabilitation Services. who receive their clinical education at Hamad Medical Corporation’s goal will be to improve Medical Corporation increases yearly, with patient care by translating basic and clinical Hanan Mohamed Al-Kuwari PhD 125 students from first to fourth year research into ideas and services, so that new Managing Director participating during 2010. More than 180 medical advances are integrated into everyday Hamad Medical Corporation consultants and medical practice. specialists holding WCMC-Q Clinical Faculty appointments have participated in teaching. Hamad Medical Corporation Wins Two Prestigious 2010 Highlights Awards at Arab Health 2011 The annual Arab Health Innovation & Achievement awards in Dubai are designed to showcase excellence in healthcare in the region. Hamad Medical Corporation earned the Sultan Bin Abdulaziz Humanitarian City Award for Excellence in Rehabilitation Services. Hamad Medical Corporation also won the Human Resource Development Award for its project on achieving and sustaining physician excellence.

Transforming Cancer Services Rumailah Skilled Nursing Facility Raises Care Standards Work has begun on a five-year plan to build on the improvements in the detection, prevention The facility offers skilled nursing care, rehabilitative and treatment of cancer. The aim is to merge services, social services and personal care to residents existing cancer programs into a national strategy. who are long-term dependent or partially dependent. The facility endeavors to provide a home-like surrounding, with care structured to their needs and preferences.

New Alliance with Robotic Surgery Partners HealthCare System Training Program Harvard-based PHS will design and implement a system- Qatar Robotic Surgery Center (QRSC) and wide quality and performance improvement program to Hamad Medical Corporation are collaborating increase patient safety, reduce medical errors and to drive clinical uptake of robotic surgery in the improve efficiency. region and into the development of new clinical procedures.The state-of-the-art multi-specialty surgical center focuses on new technologies.

QR 1.9 Billion Deal Signed with Enhancing the Patient Experience Ashghal and Hyundai True to its commitment as a ‘patient-centric’ The deal with Qatar’s Public Works Authority organization Hamad Medical Corporation has taken (Ashghal) covers equipping and furnishing of significant measures to improve the patient care three state-of-the-art hospitals and a research environment. This includes refurbishing public places center at Hamad Medical City. and the improvement in catering and valet services.

Hamad Medical Corporation Annual Report 2010/11 | 8 - 9 CONTENTS Our Vision is to be an 12 Hamad Medical Corporation Profile internationally recognized Operational Review 18 Healthcare System 40 Education, Training and Medical Research 20 Decentralization of Care Delivery 42 Qatar Health 2010 integrated healthcare 20 Improving Quality and Patient Safety 42 Weill Cornell Medical College – Qatar 20 New Technologies Streamline Imaging Services 42 Selection of Residents system, acclaimed for 21 Hamad Medical Corporation Staff Embrace E-Learning 43 International Conferences 21 A New Fully-Digitalized Hospital 43 Human Resources Training Programs excellence in healthcare, 23 Improving the Processes of Care 44 Training for Pharmacists 24 Enhancing the Patient Experience 44 New Surgical Training Center 25 Hamad Medical City 44 Robotic Surgery Training Program education and research, 25 New Women’s Hospital 46 Critical Care Paramedic Training Program 27 Heart Hospital 46 Research Activity and to play a premier role 27 Al Wakra Hospital 47 Research Educational Program 27 Rumailah Hospital Skilled Nursing Facility 28 Al Maha Children’s Unit at Rumailah Hospital 48 Our People Leading the Way in the sustainability of 28 New Pediatric Emergency Care Unit 50 Recruitment and Orientation 28 Modular Theater 50 Arab Health Distinctive Woman Award health in Qatar. 28 Emergency Department 50 Stars of Excellence Awards 29 New Facilities at HGH 51 Arab Health Awards 2011 29 Improvements in Laboratory Techniques 53 International Accreditation and Recognition 29 Blood Bank and Donor Unit 54 Magnet Accreditation for Nursing 30 Ambulance Services 54 JCI Update and Practicum 30 New Programs of Care 55 Accreditation Council for Graduate 33 Transforming Cancer Services Medical Education (ACGME) 36 Mental Health Plan 55 Rebranding Program 36 Organ Transplant Plan 37 Residential Care 38 Transforming Hamad Medical Corporation into an Academic Health System

Hamad Medical Corporation Annual Report 2010/11 | 10 - 11 Hamad Medical Corporation Profile Hamad Medical Corporation is the premier non-profit healthcare provider in Qatar. It was established by Emiri decree in 1979 and reports to the Supreme Council of Health. At the current time, its portfolio includes five hospitals and a comprehensive ambulance service. Its well-known hospitals that are an integral part of the community they serve are: Rumailah Hospital, Hamad General Hospital, Women’s Hospital, Al Amal Hospital and Al Khor Hospital. Since its establishment, Hamad Medical Corporation has rapidly developed medical facilities capable of providing state-of-the-art diagnosis and treatment of diseases that previously could only be managed in overseas medical institutions. Hamad Medical Corporation aspires to realize its ambitious vision of being an internationally recognized center of excellence in the provision of healthcare. It prides itself in providing quality and cost-efficient healthcare for all patients regardless of nationality, in line with the State of Qatar’s pledge of ‘Health for All’. To that end, the Corporation has implemented an aggressive policy of continuous improvement of all management systems and patient care protocols. Hamad Medical Corporation’s ethos is based on three key pillars, Health, Education and Research, which is reflected in its new logo. Hamad Medical Corporation is committed to providing high-quality healthcare that is safe, reliable and accessible. It is committed to the training and education of its healthcare professionals and to clinical research that develops evidence-based medicine.

Hamad Medical Corporation Annual Report 2010/11 | 12 - 13 Hamad Medical

Corporation Profile CIVIL DEFENCE continued ROUNDABOUT

ACCOMMODATION Hamad CLINICS Medical City

SKILLED NURSES NURSING T FACILITY E AHMEDAC BINC ALIOMMOD STREETATION E R A T L S - I IS N T A I H Q T LA L IN S B T P R D EE A T PHYSIOTHERAPY M UNIT M Services A Specialty beds Occupancy H MULT ISTOREY CAR PARK Trauma O Adult 443 96% M Emergency Medicine Pediatrics 102 88% Critical Care EDUCATION P Critical Care 58 88% CENTER NEW HOSPITALS Specialized Surgery P DENTAL DERMATOLOGY CLINIC AL R P CLINIC Specialized Medicine Total 603 ASHEED STREET Pediatrics ORTHOTICS AND P HUMANUMUMAN RUMAILAH FAHAD BIN JASSIM RESOURCES DEPT. P PROSTHETICS P P Laboratory Medicine KIDNEY CENTER AL AMAL HOSPITAL WORKSHOP HAMAD Diagnostic Imaging HOSPITAL P MOSQUE QUALITY GENERAL MANAGEMENT WOMEN’S P Adult Rehabilitation P P DEPT.

HOSPITAL . P

P HOSPITAL D

P. CHILDREN’S EMERGENCY O. HEART REHABILITATION SECTION P O.P. D. HOSPITAL P

MULT ISTOREY T.B. OUT PATIENTS AMAMA STREET AMAMA Services P CAR PARK & IN PATIENTS Specialty beds Occupancy P CLINICS P P E.M.S. MANNAI Adult Rehabilitation Y AL P Adult Acute 92 67% BLOOD ROUNDABOUT DONOR H.I.T.C. Children’s Adult Long term 222 95% UNIT Rehabilitation Pediatrics 28 81% SPORTS Burns & Plastics ROUNDABOUT AL RAYYAN ROAD AL RAYYAN ROAD High Dependency 3 89% Dentistry Skilled Nursing 80 97% General Surgery General Medicine Interim Care 12 60% Mental Health Qatar Foundation 16 100% 2010 Developments Overall, activity in 2010 showed changes Ambulance Services continues to provide Residential Care Mental Health (residential) 16 87% Mental Health 75 87% Rumailah Hospital changed its bed as a result of service re-design and new emergency cover for special events across Total 544 configuration with the move to more models of care. Day case surgeries increased Qatar, and the number of LifeFlight helicopter community-based care. The total number marginally (oncology day cases excluded) and calls responded to increased from 660 in of beds reduced from 603 to 544, with they are predicted to rise further in 2011 as 2009 to 1,197 in 2010. additional theater capacity becomes available Services the significant changes being: Home Health Care Services also had a busy Specialty beds Occupancy at both Hamad General Hospital and Rumailah Obstetrics year, after being formally launched in 2009, Adult (inc HDU) 248 72% • The Skilled Nursing Facility opened in May Hospital. Conversely, inpatient surgery has Gynecology with an increase in their number of visits NICU 71 99% with a phased opening, culminating in a full decreased and this trend is expected to Neonatal Care from 9,000 to 14,055. Emergency Care Total 319 complement of 80 beds by November 2010. continue as Hamad Medical Corporation The majority of elderly patients previously Newborn Screening moves forward to meet the international Summary of Activity at Qatar Foundation were transferred to the benchmark for day surgery procedures. new Skilled Nursing Facility. Activity 2010 Adult Emergency attendances increased Beds 1,627 • A new anesthetic on-call room was created Services Specialty beds Occupancy in 2010. This will need to be monitored General Medicine following the transfer of ventilated children Physicians 1,802 Adult 85 77% carefully during 2011 due to the proposed General Surgery from Hamad General Hospital. Two pediatric Nurses 5,083 Pediatrics 10 59% impact of the new Primary Healthcare Emergency Medicine beds were lost in the process. Inpatient admissions 104,834 Critical Care Critical Care 10 71% initiatives with Laborers Clinics. The number Outpatient visits 776,383 • An acute ward re-opened in Mental Health, Pediatrics NICU 10 24% of deliveries increased by 6%, from 15,975 in Deliveries 16,950 which increased the beds from 60 to 75 Obstetrics Total 115 2009 to 16,950 in 2010. This will also need Inpatient surgeries 24,218 in December 2010. Neonatal care to be monitored closely. Day case surgeries 10,045 • Ward areas were temporarily closed for Ambulance Services vehicles responded Cancer day cases 6,1 41 new service redevelopments and upgrading. to over 54,865 Priority 1 and 2 callouts, Emergency attendances 698,073 Services Specialty beds Occupancy in addition to the patient transport Medical Oncology Adult 46 93% Clinical Oncology services provided to and from Hamad Total 46 Chemotherapy Medical Corporation. Pain Management Specialist Laboratory Hamad Medical Corporation Annual Report 2010/11 | 14 - 15 Hamad Medical Corporation Profile continued

Hamad Medical Corporation Hospital Activities

Inpatient Surgeries Outpatient Visits* Day Case Surgeries Emergency Attendances Deliveries 2010 Hamad General Hospital 13,273 378,184 4,690 519,411 – Rumailah Hospital 2,857 208,960 4,008 – – Women’s Hospital 5,249 117,516 241 51,937 16,213 Al Khor Hospital 2,869 57,101 1,106 126,725 737 Al Amal Hospital – 14,622 6,141 ** – – Total 24,248 776,383 10,045 *** 698,073 16,950 2009 25,319 792,759 9,952 672,121 15,975

Percentage change -4.4% -2.1% 0.9% 3.7% 5.8%

* Booked and walk-in patients seeing a physician, ** Oncology and cancer day cases, *** Excluding oncology and cancer day cases

Emergency Visits – 2010/09 Deliveries – 2010/09 Day Case Surgeries – 2010/09 Monthly Comparisons Monthly Comparisons Monthly Comparisons 2009 2010 2009 2010 2009 2010 70000 1800 1100 60000 1600 900 50000 1400 700 40000 30000 1200 500 20000 1000 300 Jan Mar May Jul Sep Nov Jan Mar May Jul Sep Nov Jan Mar May Jul Sep Nov

Ambulance Services and Home Health Care Activity

Ambulance Services Priority 1 Priority 2 LifeFlight 18,017 36,848 1,197

Home Health Care Services Number of visits Home Nursing Services 15,848 Therapists Support Respiratory Care Wound Care

Hamad Medical Corporation Annual Report 2010/11 | 16 - 17 Operational Review

Healthcare System Creating an integrated healthcare system to serve the nation

OPERATIONAL REVIEW “New technologies are at the forefront of Hamad Medical Corporation’s vision of improving performance and providing high-quality care. Picture Archiving and Communication System (PACS) and Radiology Information System (RIS) will be a Corporation-wide medical imaging system providing authorized clinicians with rapid access to patients’ electronic x-ray images.”

World-class Healthcare Services These outcomes will be achieved over time As part of its reporting systems, Hamad It will also enable Hamad Medical Corporation Hamad Medical Corporation is currently Assisting Clinical Staff with Information Decentralization of Care Delivery by a program of change to ensure that: Medical Corporation encourages sentinel Radiology to coordinate patient appointments leading other government organizations, The Computerized/Physician Order Entry event reporting. A sentinel event is generally across all facilities. For outpatients in with 984 registered users active on the (CPOE) system has been developed in-house One of the major themes of last year’s • Hospitals and care delivery will be viewed defined as a serious unanticipated event in a particular, this will provide a greater choice of Qatar National E-Learning Portal (QNEP) and to enhance the quality of care, and benefits all Annual Report was improving effectiveness as the center of the organization and efficiency through advancing healthcare setting. When a sentinel event locations and faster access to medical 1,321 courses completed in 2010. The high health staff, who are now able to electronically • Hospitals will assume all operational decentralization at Hamad Medical occurs, Risk Management (RM) and the imaging services. The project has been a ratio of activities usages to the number of view the patient health record over the accountability and responsibility to better intranet. The system, currently in the early Corporation. Throughout 2010, Hamad Adverse Medical Outcomes Committee collaborative effort between the vendor and learners reflects a strong commitment by meet patient care needs phases of introduction, enables health staff Medical Corporation has accelerated the (AMOC) are required to conduct a thorough many departments and hospitals across Hamad Medical Corporation staff to learn to review, record and update patient allergies, devolution of decision-making and • Corporate functions focus on strategic investigation and root cause analysis. The Hamad Medical Corporation, and progressed the course content and acquire the real diagnoses, procedures and vital signs. responsibilities closer to the delivery of clinical objectives, care integration and system process, originally established in 2005, was well during 2010. The project is scheduled to benefit that these courses provide. performance enhanced in 2010 by the establishment of a be live in all radiology departments by early care. To assist with this, Hamad Medical Business targets set by ictQATAR for 2010 Improving Management of Patient Records multi-disciplinary committee which examines April and to be rolled out to all clinical Corporation entered into an agreement • System support functions focus on delivery exceeded expectations. A special course Digitalized scanning of the physical patient the factors that led to the event, identifying departments from May, with the system with Partners HealthCare System (PHS). of services that benefit from concentrated bundle promotion was launched in early files for cardiology will enable the physician the patterns of event or system breakdowns available across Hamad Medical Corporation expertise and economies of scale November that generated high interest to have instant access via an electronic PHS is the largest integrated academic and determining common factors. From by the end of September 2011. and demand from more than 700 Hamad viewer to their patients’ most updated healthcare services organization in the United In April 2010, more than 60 members of the January to September, 20 sentinel events medical records. This system will be available Hamad Medical Corporation Staff Medical Corporation staff. States. Established in 1994 by an affiliation senior leadership team participated in discussion were reported and carefully reviewed and across Hamad Medical Corporation hospitals Embrace E-Learning between Brigham and Women’s Hospital groups facilitated by Partners HealthCare, investigated, leading to a full set of ‘E-Learning’ is quickly becoming the new and Primary Health Centers and will also Health Information Systems (HIS) training (BWH) and Massachusetts General Hospital and in September members of the senior recommendations that would assist in buzzword. Interest is being fueled by word-of- reduce file movement and patient waits. has been at the cutting edge of e-learning (MGH) – the two largest teaching affiliate leadership of Hamad Medical Corporation improving care and patient safety. mouth between staff members out of personal initiatives and projects that the Supreme More Efficient Electronic Ordering hospitals of the Harvard Medical School Human Resources (HR) and Hamad Medical conviction that they received good instruction. New Technologies Streamline Council of Information and Communication Laboratory order management is expected to – PHS provides comprehensive medical Corporation Finance leadership visited The success of e-learning is not only measured Imaging Services Technology (ictQATAR) offers to working staff significantly improve the physician experience services across a full continuum of healthcare Boston; following which the departments by numbers and course completions, it also New technologies are at the forefront of in government. Hamad Medical Corporation’s in electronic management of patient records that ranges from primary attention to major began a joint project to coordinate fiscal and reflects the culture change occurring at Hamad Medical Corporation’s vision of collaboration with ictQATAR spans a number and the checking of duplicate orders at the tertiary and quaternary regional referral centers. manpower management in the hospitals. Hamad Medical Corporation in the attitude improving performance and providing of years and encompasses facilitating, point of care when seeing the patient. Plans and receptiveness of staff to technology, The decentralization will be planned to achieve: Improving Quality and Patient Safety high-quality care. Picture Archiving and promoting and building the confidence of are being developed to further enhance the Hamad Medical Corporation and Partners education and skills development. system by sending abnormal result alerts to • Improved patient care and outcomes – the Communication System (PACS) and staff in using e-learning as a vehicle that HealthCare System (PHS) in September physicians via SMS. right care, in the right place, at the right time Radiology Information System (RIS) will be a enables everyone to meet their aspirations In continuing to play a key role in supporting began a unique three-year international Corporation-wide medical imaging system for education and skills development. and promoting the vision of ‘Qatar’s National • Decentralized and efficient management Simplifying Clinical Notes partnership to improve the care of patients providing authorized clinicians with rapid access Digital Literacy’, Hamad Medical Corporation and empowerment of clinical leadership Hamad Medical Corporation now has a Clinical notes functionality along with at Hamad Medical Corporation. Drawing on to patients’ electronic x-ray images on wards and HIS Training are in line for two awards as progressive e-learning culture. It is ready auto-text tags can be used by all health staff • Closer alignment with international its long quality-improvement journey, PHS and image-viewing stations across all Hamad ‘best adoption organization’ and ‘best learning to support any future corporate learning using clinical notes templates. The templates best practice will assist Hamad Medical Corporation in Medical Corporation hospitals, regardless of partner’. The awards are in appreciation of plans that could be integrated and adopted are user-definable, commonly or individually • Greater opportunities for innovation designing and implementing a system-wide the doctor’s hospital location or where the ongoing activities and efforts in managing the within an organizational framework, focusing at various levels, namely hospital, department, quality and performance improvement imaging took place. success of e-learning adoption, which is set or service. The functionality is already in use on developing key skills in various areas program to increase patient safety, reduce to flourish further in 2011 and become a key at limited locations with availability of discharge The system will provide almost instantaneous of expertise. medical errors, improve efficiency and ensure player in shaping future training plans. summary, medical report and operative notes. access to digital x-ray images from that patients experience uniform high-quality Widespread adoption of e-learning by Emergency Department patients, facilitating A New Fully-Digitalized Hospital care across the system. record-breaking numbers across the rapid assessment and treatment. The new Heart Hospital will become fully organization made 2010 an incredibly digitalized – the first of its kind in Qatar – and successful year in this respect. will become the model for all future Hamad Medical Corporation healthcare developments.

Hamad Medical Corporation Annual Report 2010/11 | 20 - 21 OPERATIONAL REVIEW “Successful outcomes of the Women’s Hospital OPD project include a 90 percent reduction in congestion levels and the number of patients in waiting areas, a 70 percent reduction in patient waiting times, and a 12 percent reduction in the no-show rate.”

Improving the Processes of Care Hamad General Hospital Peri-Surgical System Pharmacy waiting time involves a lot The Center for Healthcare Improvement (CHI) This project is designed to reduce wait times of double-checking of complicated has worked throughout 2010 to improve and congestion, improve theater scheduling prescriptions for safety and accuracy. current services by re-engineering systems and utilization, and enhance the patient To minimize waiting time for patients and redesigning procedures and processes. and staff experience in HGH. More than with less complicated prescriptions, a 100 staff members from all disciplines ‘fast-track’ service has been introduced Women’s Hospital Outpatient Department participated in a series of workshops held for those needing only one or two items. This project was designed to optimize capacity over the weekends aimed at defining existing and to redesign care delivery to reduce Fahad Bin Jassim Kidney Center problems and working together to find waiting times and congestion, thus improving The opening of the Fahad Bin Jassim Kidney solutions. The workshops identified a series the patient and staff experience in Women’s Center (FBJKC) was an opportunity to open of 219 inter-related process and system Hospital Outpatient Department (WH OPD). a new pharmacy, moving an important improvements. This work was integrated into Its goals are to undertake end-to-end analysis patient group to a specialized center where the case management program led by Hamad and from there develop an efficient operational they enjoy direct service from a pharmacist General Hospital, which is also targeting service that delivers a high-quality patient in a professional environment. Opened in improving capacity within the hospital. experience and excellent clinical care, safely March, FBJ Pharmacy services about 350 and efficiently. Pharmacy Improvements patients (male and female) from 7:00am to Hamad General Hospital 9:00 pm (Sunday to Thursday). Patients Two Booking Clinics were opened to HGH Pharmacy services have implemented suffering from acute and chronic kidney accommodate all new obstetrics patients and several initiatives to reduce the congestion disease, who need medication up to three improve availability of WH OPD appointments. problems experienced by HGH outpatients and times a week, no longer have to go to the The Booking Clinics have capacity to see 44 enhance the quality of the services provided. general outpatient pharmacy at HGH. new obstetrics patients every day and see a monthly average of 820 patients. Pharmacy working hours have been extended Diabetic Clinic from 7:00am until 5:30pm instead of the A new satellite pharmacy for the Diabetic To date, the project has seen the introduction of usual 7:00am-3:00pm. This enables patients Clinics was opened in the HGH outpatient Hamad Medical Corporation’s first fixed-time to collect their medications on the same day building as part of streamlining and appointment system and Telephone as prescription and when the pharmacy is rationalizing diabetic services. It opened in Appointment Booking Center to manage and less busy. July and is dedicated to diabetic patients, coordinate projected appointments for patients. serving about 150 patients every day Primary Health Centers Successful outcomes include a 90 percent between 7:00am and 3:00pm. This service Pharmacies in the Primary Health Centers reduction in congestion levels and the number has improved patient service as diabetic (PHCs) have been electronically connected of patients in waiting areas, a 70 percent patients can now get their medications to the HGH Pharmacy computer system. reduction in patient waiting times, and a 12 without delay and before leaving their clinic This allows patients to get refill medication percent reduction in the no-show rate. area. It is also benefiting other patient groups from the health center nearest home. by reducing the workload, congestion and WH OPD’s waiting area renovation has also This program is already operational at three waiting times in the OPD Pharmacy. been completed, creating a more attractive, PHC pharmacies: Al Rayyan, Airport and convenient and comfortable environment. Um Guaileena. Several new drugs for chronic diseases have been added to the formulary of PHCs, significantly reducing the number of chronic patients who visit OPD clinics and consequently reducing the pharmacy workload.

Hamad Medical Corporation Annual Report 2010/11 | 22 - 23 OPERATIONAL REVIEW “Hamad Medical City is embarking on one of the biggest and most ambitious master facility plans ever seen in international healthcare.”

Improving access to beds Discussions between the Quality team and Public Spaces Valet Parking The Ambulatory & Minimally Invasive Surgery A significant amount of teaching and research Staff members from all disciplines contributed ED laboratory staff led to designing and The patient care environment project entails Valet parking was introduced at Hamad (AMIS) Hospital will have 14 surgical operating space will also be provided, allowing for the to the process of developing improvements, implementing a process improvement plan full interior redesign and significant upgrade General Hospital Outpatient Department rooms equipped with all resuscitation training of future clinicians and therapists, on the principle of capturing their collective in which it was agreed that a designated of the major public spaces of Hamad General, in August 2010 and at Women’s Hospital requirements, 12 pre-operative care beds, and creating an environment where research creativity on critical business issues and staff member would daily review the Women’s and Rumailah Hospitals such as in December. Valet parking helps control 22 post-anesthesia care beds, 30 Stage II can expand and improve on patient care translating ideas into action. The objectives status of verified critical laboratory results. entrances, lobbies, corridors and patient traffic in the OPD area as well as providing recovery beds, pre-admission testing, and outcomes. were to increase the availability of beds, Education sessions were provided, with waiting areas, while also improving patient shorter walks for those with health problems. phlebotomy, gastrointestinal/endoscopy The planning of the hospitals took into eliminate the need for newly delivered non-compliance to the 30-minute target flow and system processes. It is a greatly appreciated service that creates suite, clinics for podiatry, ENT/Audiology, consideration the highest medical standards mothers to wait in the labor suite for a bed, highlighted in meetings and regular a lasting positive impression for patients, as Ophthalmology, and Urology, in addition to Plans have been prepared and approved and the latest international technologies to and for discharged patients to leave the competency assessments for staff. The well as their families and visitors. 64 short-stay beds. for all specified external and internal public make them the best pioneering healthcare hospital on time – thus freeing beds and results to date have been very promising access areas in Hamad General, Women’s and On the ground floor, between Women’s facilities in the region. increasing patient safety. and regular audit and compliance monitoring State-of-the-art Facilities and Resources Rumailah Hospitals to ensure that patient Hospital (WH) and the Ambulatory & is now part of the department’s work. Hamad Medical City New Women’s Hospital The major solution was the creation of a care is not affected during the renovations. Minimally Invasive Surgery (AMIS) Hospital Hamad Medical Corporation Medical City is Plans for a replacement for the existing Day Care Unit (DCU), covering gynecological CytopathoIogy Work on this project began in early 2011. will be a state-of-the-art medical imaging embarking on one of the biggest and most Women’s Hospital are well advanced. surgery and obstetrics antenatal care – A key focus for the Cytopathology team was suite which will include 2 MRIs, 2 CT Scans, Catering ambitious master facility plans ever seen in Conceptual space planning for an 11-storey completed in early 2011. The Women’s improving the quality and adequacy of Pap 1 Interventional Radiology, 2 Fluoroscopy, The introduction of heated and cooled international healthcare. building has been completed and detailed Hospital has identified improving bed smear testing and achieving the international 4 General X-ray and 10 Ultrasound rooms. trolleys in Al Amal, Rumailah, and Women’s planning began in February, 2011. The new capacity as a key priority for 2011 and benchmark set by the American Society of Qatar’s Public Works Authority (Ashghal) Medical Imaging is a centralized service that Hospitals means that food remains at its hospital will have 190 private rooms, designed will continue to work to achieve this. Clinical Colposcopy & Pathology. Educational and South Korea’s Hyundai Engineering & will provide services to all of the Medical City serving temperature and provides a more to maximize light and provide a warm and and training sessions on sampling were held Construction Company have signed a QR1.9 hospitals and programs. Emergency Department Laboratory (HGH) hygienic method of delivering food to the healing ambience. There will be 21 labor and a policy for inadequate Pap smears was billion deal for furnishing and equipping three The aim of this initiative was to achieve wards. Chinaware has also been introduced The Rehabilitation Hospital has a total rooms, each providing for labor, delivery and approved. An additional quality control measure state-of-the-art hospitals and a research center better patient safety through the timely for food service trolleys at these hospitals. capacity of 200 inpatient beds including recovery so that a patient will not have to was introduced ensuring all inadequate being built at Hamad Medical Corporation. delivery of laboratory results to the orthopedic/trauma, stroke, spinal cord injury, move at any stage of the birthing process. smears, which had been screened by a junior A new eight-day menu cycle avoids meals Emergency Department (ED). During 2010, The whole complex will have a built up area traumatic brain injury and pediatrics. It will After recovery, mother and baby will be technologist, were re-screened as a quality being repeated on the same day every week, the Laboratory monitored the percentage of 216,000m2 and more than 500 beds. also include multi-disciplinary inpatient moved to their private room on the postnatal control by the senior technologist. and new disposable trays present food items of non-communicated potassium laboratory Work began in early 2011, with handover treatment services such as day rehab, floor. The labor suite will have 3 c-section in a more appealing manner with disposable results which did not meet the 30-minute These improvements in policy and procedure scheduled for December, 2013. physiotherapy, speech therapy, adaptive rooms with appropriate recovery areas, and plastic cutlery being of a superior quality, target time for result verification. have saved many patients from having living apartment, hydrotherapy and the ‘Easy the operating suite will have four theaters. look and feel. The complex includes the Women’s Hospital to provide a repeat sample. The section Street’ program, which will provide real-life When monitoring first began, the ED team was with 190 single inpatient beds, 53 neonatal The Emergency Department will have four surpassed the international benchmark, Vending machines have been installed at 91 environments that can help patients learn performing poorly in communicating critical intensive care (NICU) beds, 60 examination areas for urgent delivery and operative reaching a score of zero percent, providing locations across Hamad Medical Corporation to adapt more easily to environments in the potassium values. The Quality team met staff rooms, more than 48 bassinets for newborn procedures if there is no time to take the reassurance that there will be no missed properties, and the opening of café/snack real world. Outpatient programs will also be in the laboratory to understand the causes babies, 4 cesarean section and 3 obstetrics patient to the labor or operating suites. diagnoses in pre-cancer and cancer in this counters in the Fahad bin Jassim Kidney provided in a multi-disciplinary fashion and and to set a benchmark for improvement. and gynecology operating theaters, A dedicated lift will run between the type of specimen. This also reduced the Center, Al Amal Hospital and the Psychiatric will include many programs such as fall 21 labor and delivery rooms, integrated Emergency Department and the labor suites. number of calls from hospital doctors and Department has helped manage the major prevention, balance center, industrial rehab, management services for cesarean and PHC staff questioning inadequate results. renovation of the HGH Cafeteria. cardiopulmonary, interventional pain clinic The new hospital will provide cutting-edge accident emergency operations, triage and others. Various support services will also technology in all support and clinical services. Enhancing the Patient Experience rooms, ultrasound rooms, treatment rooms include doppler, ultrasound, clinical laboratory, Completion is scheduled for November, 2013. Initiatives to improve the patient experience and emergency delivery rooms. pharmacy and dialysis. have also been planned and implemented, including major interior redesign and upgrade of three of Hamad Medical Corporation’s older hospitals.

Hamad Medical Corporation Annual Report 2010/11 | 24 - 25 OPERATIONAL REVIEW “The new Hospital at Al Wakra is expected to provide excellent care for Hamad Medical Corporation patients in southern Qatar, who will have even greater choice in their healthcare provision.”

Heart Hospital The six-storey hospital is designed as a If they meet eligibility criteria, residents The first phase of opening for the new Heart distinctive circular ‘hub’ with buildings attached are accepted from all Hamad Medical Hospital was successfully completed in May, like spokes on a wheel – an impressive Corporation inpatient units, Outpatient 2011. This state-of-the-art medical cardiac structure that elegantly dominates the Clinics and Home Health Care Services. and cardiothoracic facility is intended to immediate surroundings. The landscaped site This has allowed inpatient hospital beds integrate all cardiothoracic medical and has a spacious feel, reflected in the generous to be freed for acute care patients. surgical services in one building. proportions of the building. State-of-the-art There is also a respite service for Home technology will include MRI equipment with The hospital’s objectives are to enhance Health Care Services patients. 3-Tesla capability. A pneumatic tube system healthcare to heart patients, improve the links major departments and nursing units, The facility endeavors to provide a home-like quality of cardiac services, give heart patients enabling fast and accurate movement of surrounding for residents, with care structured easy access to healthcare services and laboratory specimens and patient medications. to their needs and preferences. Facilities expand services to match population growth. include resident lounges, activity/dining areas, Much thought, both practical and aesthetic, The two-stage plan covers: therapy rooms and a garden with playground has been given to the finer details of this for visiting children. Bedrooms are two-or • Opening the outpatient department and outstanding building, such as maintaining three-bedded and each has a bathroom. cardiography and echocardiography lab; the most up-to-date infection control Residents have their own bedside TV. opening paramedic services such as radiology, standards by using construction materials pharmacy, laboratory and nuclear medicine. that are anti-bacterial and easy to disinfect. Family participation in the activities of the facility is encouraged. Visiting is open from • Opening the admission section, cardiac Services at the new Al Wakra Hospital will 7:00am to 8:00pm and families and friends catheterization lab, surgery and intensive care provide excellent care for Hamad Medical are encouraged to take residents for outings. units, rehabilitation and physical medicine Corporation patients in southern Qatar, Residents and family members are also and the cardiac emergency department. who will have even greater choice in their encouraged to individualize the bedrooms healthcare provision. The hospital is located on the Rumailah campus, by having personal items such as furniture, adjacent to Al Amal Hospital and connected by a Rumailah Hospital Skilled Nursing Facility pictures and bed linen. covered suspension bridge. The initial capacity The 80-bed Skilled Nursing Facility is part The facility is the first of its kind in the Middle of 116 beds is planned to expand to 200. of Rumailah Hospital Residential Services, East and is working towards JCI Accreditation situated in Building 30 of Hamad Medical City. Al Wakra Hospital in 2012 using Continuum of Care Standards. Hamad Medical Corporation successfully The facility offers skilled nursing care, completed the first opening phase of the rehabilitative services, social services and new Al Wakra Hospital in early summer, personal care to residents who are long-term 2011. The population in this southern part of dependent or partially dependent. Qatar has expanded rapidly over the past few years and the demand for healthcare has The care team is multidisciplinary with risen substantially. The new hospital will round-the-clock physician coverage. serve the towns of Al Wakra and Mesaieed, The official opening was in June, with 18 with an excellent new road network male patients on the fourth floor. From July providing swift and easy access. to October, the remaining floors were opened and the facility is now fully occupied.

Hamad Medical Corporation Annual Report 2010/11 | 26 - 27 OPERATIONAL REVIEW “As well as developing new properties, Hamad Medical Corporation has invested in new medical technologies to ensure it maintains its position at the forefront of modern healthcare.”

Al Maha Children’s Unit at The facility will provide great opportunity With this approval, Rumailah Hospital The first stage was completed in February, Day-Case Theaters This has resulted in expeditious and near- Rumailah Hospital for children’s social development, where they procured the country’s first Modular Theater 2010 with the opening of a walk-in clinic The two day-case theaters located in perfect reporting of notifiable diseases, The Al Maha Children’s Unit has been developed can be helped to learn and play. They will Suite, manufactured in the United Kingdom service for male patients with minor injuries the Emergency Department were re- and has had a profound influence on final to provide comprehensive rehabilitation have access to a newly established garden to the highest specification and installed in and the creation of a dedicated area for the commissioned and opened for use in July, epidemiological analysis and management care for children who are chronically ill and and an educational facility that will provide October. The entire state-of-the art facility treatment of patients from local families. having being closed for a number of years. of diseases of public health importance. specifically need to be ventilated. It is individualized educational programs. became operational in January, 2011 and The upgrade also included expansion of male, These theaters, adjacent to the Day Care The Tuberculosis Laboratory has introduced managed by an interdisciplinary team of provides tertiary-level ophthalmic surgery female and family waiting areas. New vinyl Unit beds, have improved the experience Future plans are to ensure that the delivery two new techniques that will improve specialists from several fields, who combine to Qatar residents. flooring, painting, antibacterial seating and of patients undergoing day-case surgery, of care incorporates the many computer- test accuracy and specificity, and allow for their skills and resources to care for the artwork all contributed to an overall improved helping to improve overall productivity assisted technologies available to children This facility increases the surgical capacity identification of multi-strain resistance. children’s varied needs. patient environment. by increasing the number of day care with specialized needs. by a third, further improving patient access procedures, and allowing more effective Blood Bank and Donor Unit The unit’s vision is to enhance the quality of life and satisfaction as waiting lists reduce in New Facilities at HGH New Pediatric Emergency Care Unit use of the main operating rooms. The major improvement program in the Hamad for children with special needs. Its mission is to: all specialties. Uro-Oncology Suite A new Pediatric Emergency Care & Dialysis Medical Corporation Blood Banks and Donor A dedicated Uro-Oncology suite in the As well as developing new properties, Hamad • Enable interdisciplinary teamwork and Unit building at Al Khor Hospital has been Emergency Department Unit ensures that the growing requirement main HGH Outpatients section was opened Medical Corporation has invested in new medical plans of care opened. The spacious building houses The Emergency Department experienced for blood and blood components across the in September to provide a high-quality technologies to ensure it maintains its position well-equipped and technologically-advanced its busiest-ever year, seeing a total of more whole of the State of Qatar continues to be • Develop a learning environment for patients, environment for specialized treatment of at the forefront of modern healthcare. systems, with two examination rooms, triage than half a million patients – 1,500 a day met. These demands will continue to grow, families, and interdisciplinary teamwork patients with urological cancers. This unit room and waiting area, observation room on average. To respond to this demand, Improvements in Laboratory Techniques and the team will expand in 2011 to meet • Promote active family involvement enables clinical expertise to be concentrated with 10 beds, procedure room, isolation and improve the standard of care and the Genetic Testing this challenge. in one area and has significantly improved • Engage a continuum of care that begins room and private room.The availability of physical environment, a major clinical and This new technology has revolutionized the environment in which patients receive Hamad Medical Corporation is very thankful and ends in the community support services such as radiology, structural redesign is taking place. genetic diagnostics and was previously only their care. for the 12,834 volunteers who gave blood in pharmacy, registration and cashier eases available in a limited number of laboratories The Al Maha Children’s Unit has a total of Key developments and service 2010. The Donor Unit successfully achieved patient and parent convenience. Lithotripsy in North America and Europe. The Hamad 30 inpatient beds, 18 devoted to children improvements in 2010 included: a 100 percent rate of donations being A state-of-the art lithotripter was opened Medical Corporation laboratory is the only who need long-term ventilation and highly Comparative analysis of statistics shows that voluntary (not replacement from patients’ • Development of a rapid medical in July: a purpose-built dedicated facility one in the GCC offering this service as a specialized care for their medical and the number of patients visiting the PEC has relatives or friends). assessment room for non-critical male on the ground floor of HGH that doubles routine diagnostic test, and analyzed about personal development. It provides a team increased. The average number of pediatric ambulance patients capacity to treat patients with kidney stones 140 samples in 2010. Plans are in hand to New blood-processing equipment has of professionals from various departments patients per month from January to October and dramatically reduces the time patients upgrade the 44,000 probe microarray chips been introduced as part of the plan for full and organizations (such as social workers was 2,565 – rising to 3,820 in November and • Provision of a dedicated filing and data wait for this procedure. Installing this second currently being used to 105,000 probes, automation of all the processes involved in and other social groups), working together December. Patients who visited the center entry room machine has dramatically enhanced the providing even higher resolution and increased blood component preparation and testing. to deliver comprehensive patient care. expressed their satisfaction with the facility and • Provision of dedicated X-ray reporting productivity of HGH’s lithotripsy service and diagnostic yield. having all support services under one roof. room for ED patients The Blood Bank team has played a vital role As a child’s condition changes over time, provides a far more comfortable experience Diagnosis of TB in implementing the new pre-marital screening the composition of the team will be adjusted Modular Theater • Initiating the development of a dedicated for the patient. This development has been A range of internal enhancements includes program by analyzing nearly 8,000 samples to reflect changing clinical and psychosocial Rumailah Hospital offers day care and team and room for immediate complaint generously sponsored by Commercial Bank. improved Standard Operative Procedures in the last year for HIV, hepatitis B and C, needs. The hospital has carefully selected inpatient surgery for Ear, Nose and Throat resolution and patient-related issues During 2011, work will continue on upgrading to accommodate recent changes in clinical syphilis and rubella. staff who are devoted to the wellbeing of (ENT), ophthalmology, plastic surgery and lithotripsy services by refurbishing the rest practices and to be in line with updates such children with special needs and have received oral surgery. It performed more than 6,000 Arrangements have been made for opening of the department and replacing the older as the latest CLSI (Clinical Laboratory Standard additional training to help care for and nurture procedures during 2010. a fully equipped and staffed Blood Bank at lithotripter with another new one. Institute) guidelines, and streamlined inventory children from infants to young adults. The unit the Heart Hospital. Services are due to begin Due to the increased demand for surgery control by incorporating a computer-based will also enhance communication between during the first quarter of 2010. The new and an increase in the number of surgeons program and color coding of in-house teams and result in a comprehensive Blood Bank will also cater for Al Amal and appointed to reduce waiting lists and provide storage processes. assessment and plan of care for each child. Rumailah hospitals. a greater spectrum of expertise, Rumailah The reporting of notifiable diseases to Hospital was granted approval for two Qatar’s Center for Disease Control has additional theaters together with a 12-bed day been strengthened, following a series of care facility and 6 additional recovery beds. meetings and personal communications.

Hamad Medical Corporation Annual Report 2010/11 | 28 - 29 OPERATIONAL REVIEW “Alongside new buildings and technologies, new services and programs of care were being designed, developed and implemented during 2010, including the Cystic Fibrosis Program, the Oxygen Safety at Home Program and the Infectious Diseases Programs.”

Ambulance Services In Qatar there are a total of 60 patients, mainly Infectious Diseases Programs Advanced Medical Priority Dispatch System Qatari nationals, with cystic fibrosis, of whom Tuberculosis (AMPDS) is the most important project for 22 are now treated by the specialist adult The Infectious Diseases Division runs a the Hamad Medical Corporation Ambulance team. Over the next year the team will work very active tuberculosis (TB) control Service. During 2010, the ambulance service closely with the pediatric service, patients program in collaboration with the Medical completed the training of dispatchers on and their families to take over the care of Commission, Primary Health Centers, and the the AMPDS in Arabic and English. another six patients. Preventive Health Department of the Ministry of Public Health. The objectives of Emergency Medical Dispatch gathers This service will be further developed over the the program are to provide state-of-the-art information from people calling for medical next few years to ensure the growing number management of TB and delivery of observed assistance, using a 35-card file system of of patients surviving into adulthood receive the treatment. Other objectives include medical protocols. The protocols include best possible care, in line with internationally identifying contacts of active TB cases, specific questions, response configurations, accepted standards of best practice. treating those with latent TB and limiting the and instruction for each medical, traumatic, Oxygen at Home number of TB cases entering the country. or life-threatening complaint so as to provide Home Healthcare Services was awarded Joint not only the very best in pre-hospital patient During 2010, about 750 patients with active Commission International (JCI) accreditation care, but also allow for quicker and more TB were treated and a further 910 given TB in 2009, the first faculty in the Middle East to accurate diagnosis until the dispatch unit chemoprophylaxis. The total number of achieve this under the requirements of Care arrives at the scene. Communicable Diseases Unit (CDU) visits Continuum standards. One of the intentions during 2010 was 77,603. New Programs of Care was to ensure that patients could be cared for Alongside new buildings and technologies, within their home environment for as long The Directly Observed Treatment strategy new services and programs of care were as possible, leading to a focus on improving is implemented for all patients, whether being designed, developed and implemented the safety of oxygen therapy within patients’ they are treated for active disease or as during 2010. These include: homes. Patients, families and caregivers were chemoprophylaxis. The treatment is either educated on safety aspects of ventilation given in the CDU or in the health center nearest Cystic Fibrosis or oxygen machines and therapy relating to to the patient’s home. For some patients The role of the specialist multi-disciplinary reliance on their use. who are frail or very old, home treatment team responsible for managing patients with is provided by CDU staff. The CDU also cystic fibrosis has been restructured from a A multi-disciplinary team of respiratory provides consultations to patients referred purely pediatric service to incorporate adult therapists, technicians and nurses devised an from the General Medical Commission and needs as well. ‘oxygen safety in the home’ checklist to be Primary Health Centers. completed during home visits. One example The team, comprising doctors, specialist of the highlighted safety aspects was the nurses, physiotherapists and other key staff, correct storage of oxygen cylinders, which has developed particular expertise in managing must be kept away from direct heat to protect the transition of adolescents with cystic fibrosis against the risk of explosion. from pediatric care to adulthood. Various patient education leaflets were With improvements in medical care, many developed to support teaching safety at more children are surviving the disease and home and highlight the potential dangers. growing into adulthood, where they require a dedicated specialist service. The project was a great success and has significantly improved oxygen safety in Cystic fibrosis is an inherited disease that leads patient homes. During 2011 Home to complex problems with the respiratory Healthcare plans to expand the home oxygen system. The disease is progressive and can service to accept more referrals from the affect other organ systems as well as the lungs. consultant pulmonologists, and to support more patients living at home.

Hamad Medical Corporation Annual Report 2010/11 | 30 - 31 OPERATIONAL REVIEW “At Al Amal Hospital, Hamad Medical Corporation has invested in a PET and Cyclotron scanner, the first of its kind in Qatar. This new technology will improve diagnosis of cancer cells and the staging of cancer for patients.”

H1N1 After verbal consent, appropriate responses Antenatal and Postnatal Exercise Program Serving the Nation A program to develop the five-year cancer At Al Amal Hospital, Hamad Medical Work on control management of the H1N1 in the questionnaire related to clinical details The new Antenatal and Postnatal exercise Transforming Cancer Services plan was launched in December 2010 by Corporation has invested in a PET and pandemic influenza that began early in 2009 are also documented. program developed at Al Khor Hospital is the The National Strategy Qatar’s Minister of Health, His Excellency Cyclotron scanner, the first in Qatar.T his new continued during 2010. The Infectious first of its kind for Hamad MedicalC orporation. Abdullah bin Khalid Al-Qahtani. technology will improve diagnosis of cancer Accurate data collection is maintained and At the request of Her Highness Sheikha Diseases Division contributed by participating The program began in May and is focused on cells and the staging of cancer for patients. information is forwarded to the Supreme Moza bint Nasser, Qatar’s Supreme Health To support delivery of the national strategy, in meetings of the pandemic preparedness providing education about the benefits of Using PET/CT imaging in oncology provides Council of Health. The program identified Council began work in 2010 on a five-year a Transformation Program for Cancer Care at committee, sharing in the various educational physical activity for antenatal and postnatal a 3D image of the whole body, which can and monitored 25 cases from October to plan to build on the improvements that Hamad Medical Corporation was established activities given to the hospital staff in topics groups, on the principle that fit mothers lead pinpoint not only the precise location of the December, 2010; Hamad Medical Corporation have already taken place in the detection, in October 2010, when a project team related to disease prevention and general to healthy children. tumor, but assist the clinical staff in determining and the Supreme Council of Health will prevention and treatment of cancer. was recruited to support existing Hamad control management. its extent and development. Research shows continue to work closely with international The program improves the wellbeing and Medical Corporation staff in the continuous The aim is to merge existing cancer programs PET/CT has been particularly successful in the Severe Acute Respiratory Infections (SARI) organizations that study, monitor and detect fitness of women during pregnancy and in development of cancer services. into a national strategy that will deliver stages of tumors associated with: Hamad Medical Corporation has implemented diseases of public health importance. preparation for giving birth. Postnatal exercise world-class services. This will take into account The project began with a review of existing a health surveillance program for monitoring aims to improve the wellbeing and fitness of • Lung cancer Massive-Transfusion Protocol the future challenges for cancer treatment services, leading to development of a Severe Acute Respiratory Infections (SARI), postnatal women, particularly those with This life-saving protocol was developed and establish a world-class research program program plan that will drive improvement in • Colorectal cancer in collaboration with the Supreme Council multigravida. The exercise program follows in response to issues arising from blood in collaboration with international partners. pathways in four cancer specialties: breast, • Head and neck cancer of Health, the Center for Disease Control international policy and guidelines. Classes last delivery problems in various Hamad Medical urology, gastro-intestinal and hematology. and the World Health Organization. This for one hour in a relaxed and friendly setting Development of this plan is being led by • Hodgkin’s lymphoma Corporation facilities for patients needing large Professor the Lord Darzi of Denham, KBE. The review identified a number of international project facilitates continuous and attendance must be twice a week for a In parallel with the purchase of the PET/CT volumes of blood because of trauma, surgical, Professor Darzi holds the Paul Hamlyn Chair complementary projects that will be assessment of severe respiratory infections, course of six sessions. scanner will be the provision of a Cyclotron, medical, or obstetric complications. The of Surgery at Imperial College London, where progressed, including the development of and detects outbreaks early or in the course required to provide the radio-isotopes for multi-disciplinary development of a cross- Antenatal exercise helps in strengthening he is head of surgery. He is an honorary breast screening services, a national cancer of epidemics or pandemics. the scan. Both will be housed within a new Hamad Medical Corporation Massive Blood all muscles of the body, especially abdominal consultant surgeon at Imperial College registry and palliative care. The aim of this new project in Qatar is to Transfusion Protocol has been led by Medical muscles. It also decreases the incidence facility at Al Amal Hospital. Hospital NHS Trust and the Royal Marsden Central to the success of the project will be analyze the epidemiology of influenza and Administration, streamlining the way large of abdominal hernia, antenatal depression, Hospital, one of the world’s leading cancer regular interactive sessions with staff, the Hamad Medical Corporation Managing other viral respiratory diseases, an essential quantities of blood are managed. and backache, while improving posture and hospitals. He was knighted for his services public and patients and their families. Having Director Dr Hanan Al Kuwari laid the requirement to describe and understand reducing minor ailments such as stiffness, Staff from Blood Bank, Anesthesia, Medical to medicine and surgery in 2002 and was begun in November, 2010 these sessions cornerstone for the 2,000m² two-storey their causes and plan their prevention. It also tension, constipation and insomnia. Exercise Director’s Office,N ursing, Pharmacy, Surgery, elevated to the UK’s House of Lords in 2007. will continue to discuss the content of the building in December. It will house the helps identify risk groups for complications, enhances normal delivery, shortens duration Trauma, Emergency Services, Obstetrics and As Parliamentary Under-Secretary of State program, ensuring that the entire direction of Imaging Department complete with determining the appropriate vaccine strain, and of labor and reduces the need for pain relievers Chiefs of Staff from all hospitals have been at the UK Department of Health, he led a the project is underpinned by the experiences radio-isotope quality test unit, Cyclotron, estimating health and economic impact. The or sedation. involved in developing this protocol – the major review of the National Health Service. and advice of those who have used Hamad administrative offices, patient and visitor program was initiated in Al Khor Hospital in first of its kind in Qatar.T he protocol applies to Medical Corporation services and who best reception, and conference and service rooms. October, and AKH doctors have been trained Professor Darzi chairs Qatar Foundation’s all acute clinical facilities and represents understand the system. in its use by two international consultants Robotic Surgery Board, and in 2010 was invited The use of PET/CT will allow the patient and a major step forward in standardizing the recognized by the World Health Organization. to become a board member of Qatar’s Supreme The local cancer development program the clinician the opportunity to make better communication issues involved with massive Council of Health. was officially launched by Hamad Medical informed choices, enabling the selection of Patients visiting the Emergency Department transfusion, clarifying the roles of staff in this Corporation Managing Director Dr Hanan different management options and courses with respiratory tract infection are identified and critical emergency situation and the way large Al Kuwari in November. of treatment to provide the best possible appropriate responses for signs and symptoms quantities of blood are managed, ensuring clinical outcome. are documented on the screening form. effective and efficient use of a valuable and Positive Emission Tomography and Cyclotron often rare resource. State-of-the-art equipment providing easier and more accurate diagnostics is key to the Cancer Plan. Positive Emission Tomography (PET) is a highly specialized diagnostic test allowing clinicians to examine images of tumors using state-of-the-art high- technology equipment.

Hamad Medical Corporation Annual Report 2010/11 | 32 - 33 OPERATIONAL REVIEW “During 2010 Hamad Medical Corporation continued to invest in the latest state-of- the-art equipment, providing access to the most recent technology to improve cancer care and outcomes.”

Stem Cell Transplantation The temporary mini-laboratory was fully New Technologies in Cancer Care A new program of care is to be introduced commissioned by November – an interim During 2010 Hamad Medical Corporation within the National Cancer Plan, whereby solution until the dedicated laboratory is continued to invest in the latest state-of- Hamad Medical Corporation will establish a opened in December, 2011. The Intensive the-art equipment, providing access to the world-class Stem Cell Transplantation Program Care monitoring facility has been fully built most recent technology to improve cancer (SCT) at Al Amal Hospital to enable autologous and equipped, with staff recruited. The BMT care and outcomes. stem cell transplants to be carried out – Qatar’s Unit is also completed. Radiotherapy first project of this nature. The BMT Unit expects to perform 8-10 The specialty of Clinical Oncology and the Stem cell transplants are used to treat transplants per year in the first year, rising to provision of radiotherapy treatment are diseases that damage or destroy the bone 20-25 within five years.T his unit will ensure fundamental to all comprehensive cancer marrow, such as non-Hodgkin’s lymphoma that the people of Qatar have access to the services. Radiotherapy treatment is provided and Hodgkin’s lymphoma, leukemia, multiple most advanced cancer treatments in this by linear accelerators, and Al Amal Hospital myeloma and aplastic anemia. SCT can also specialty, and will no longer have to travel has invested in two new state-of-the-art restore bone marrow damaged by total body abroad for transplants. machines. These will enable new treatment radiation and high doses of chemotherapy to be given with greater accuracy through National Breast Screening Program used in cancer treatment. the most advanced techniques, including: Building on the high-profile launch of the Previously this type of treatment was mainly National Cancer Plan, the benefits offered • Intensity Modulated Radiotherapy (IMRT): restricted to Qatari patients who could be by Hamad Medical Corporation’s own Breast an advanced technique where the intensity treated abroad, as few non-Qatari patients Screening Program will now be extended of the beam used in radiotherapy is could afford the treatment. nationwide. The program was initially launched modulated to conform to the tumor. in 2008, setting up screening clinics at Hamad Work was undertaken at Al Amal Hospital in • Image Guided Radiotherapy (IGRT): provides Medical Corporation hospitals for all women 2010 to create a comprehensive Transplant the ability to image patients while being in Qatar aged 40 or more. This initiative offered Unit with capacity for: treated, using the most advanced techniques services including consultation, examination such as Cone Beam CT (CBCT). • Five-bedded Bone Marrow Transplant (BMT) and mammography and was based at both • RapidArc: a very quick method of delivering of single rooms with HEPA (high efficiency Women’s and Hamad General Hospitals. IMRT to patients, eliminating patient motion particulate air) filters and positive air pressure New enhanced services will include genetic while being treated. • An Intensive Care monitoring facility screening and a ‘one-stop shop’ for breast These new treatments importantly will not • A dedicated day care unit ultrasound and breast biopsy if required. Should only minimize the time spent by patients results show any abnormalities these will • A dedicated Aspherisis Unit offering having radiotherapy, but reduce exposure to be discussed at a multi-disciplinary meeting, therapeutic plasma exchange and surrounding normal tissue thereby causing allowing access to MRI and referral to the peripheral blood stem cell collection less damage. appropriate sub-specialty. • Family conference and consultation rooms • Outpatient post-transplantation clinics During 2011, breast screening will be rolled out to other areas of the country through • A stem cell processing and dedicated and current health centers and cryopreservation laboratory state-of-the-art mobile clinics. This will • Complementary medicine support enable patients to attend for breast screening in an area and at a time that is convenient to them.

Hamad Medical Corporation Annual Report 2010/11 | 34 - 35 OPERATIONAL REVIEW “The objective is to establish a center of excellence in organ transplantation and thereby provide a viable alternative to patients seeking transplants abroad.”

Radiosurgery In line with international best practice, it is A well-functioning support network is known Every resident in Qatar will have an organ Liver Transplants The objective is to establish a center of Stereotactic Radiosurgery (SRS) is a radiation recognized that to receive good care it is not to be very important in assisting patients donation statement on the back of their Hamad Medical Corporation carries out excellence in organ transplantation and thereby therapy technique that delivers highly focused necessary for many people with mental illness on their recovery journey. Many families healthcare identification card, which will renal and corneal transplants and is working provide a viable alternative to patients seeking doses to a small target in a single treatment to be treated in hospital, or isolated from are currently involved in a person’s overall indicate whether the person consents to towards conducting the first liver transplant transplants abroad. The center is closely aligned session. Undertaken as an outpatient, not their community. The enhanced model for treatment, but the aim would be to enhance become an organ or tissue donor after death. in Qatar very soon. Currently, 70 patients with the Supreme Council of Health’s initiative requiring admission, the procedure has treating mental illness will focus on providing this involvement and increase family education Once fully operational, this program will provide are on the waiting list for liver transplants. to establish a national organ donor center. minimal effects on surrounding tissues and more services within a community-based in relation to their loved one’s mental illness and Qatar with a donor registry that will be the The process of recruiting personnel from Residential Care organs, minimizing complications and a longer setting, including an increased ability to goals for recovery. The key worker model also first of its kind in the Middle East. abroad, importing equipment and framing the Rumailah Hospital accommodates many recovery time that is normally associated provide home visits and day care activities. provides continuity and certainty for families The initiative also means that locals and relevant policies and guidelines is in progress. patients (children and adults) for whom the with invasive brain surgery. if they require information or support for It has been shown that when people receive expatriates on the donor waiting list will The plan is to begin with transplantation of hospital is their home. The majority of these their family member. Since this single-session treatment has such treatment and support within a familiar setting, have equal access to the available organs livers taken from brain-dead donors, and then people live with a disability resulting from a dramatic effect on the target tissue, changes the level of disability is less profound: they The enhanced service will assist all people in for transplantation regardless of their race, to progress to living donor transplants, a more conditions such as: are considered ‘surgical’ without any incision. recover more quickly: and important links Qatar with mental illness by providing a flexible nationality, religion, or sex. This is a unique complex and therefore risk-intense process. • Cerebral palsy This is a major advancement for Hamad with family, friends and community are less response to care and support to reduce the model that subscribes to the ethical principles About 50 Hamad Medical Corporation staff Medical Corporation, and a testament to the likely to be disrupted. disability associated with the illness. Care will of organ donation and transplantation. • Spinal cord injury have been trained through participation power of collaboration from different but be provided in the most appropriate setting, • Traumatic brain injury The model of care will focus on all aspects Kidney Transplants in different specialized and internationally complementary clinical disciplines working and ensures that the client (and family) are of a person’s life and will be supported by the Hamad Medical Corporation’s kidney transplant recognized courses held in Doha and surgical • Congenital abnormalities together to optimize and ensure the highest involved in any treatment plans. introduction of a ‘key worker’ model. As the program has gathered momentum, backed by training in centers of excellence abroad, quality of care for patients. While needing skilled care and support, these name suggests, the key worker is a primary The service model will be introduced and a campaign by the Supreme Council of Health including Barcelona University, Austria, people would have a significantly improved Magnetic Resource Imaging (MRI) support (in conjunction with the psychiatrist) followed by all psychiatry staff members, to to raise awareness of organ donations. Germany, Geneva and Lebanon. quality of life in a domestic environment. The scanner is the only dedicated MRI- and a link to assist clients identify their goals support a holistic approach to each person’s A total of nine successful kidney transplants Transplants for Patients from Abroad Simulator unit in the Gulf region and and what assistance they will need to fulfill mental, physical and psychological wellbeing. To accommodate this, Rumailah Hospital has were conducted during 2010, with three Hamad Medical Corporation has introduced a is operated jointly with the Radiology these goals. Family, friends and significant recently been allocated a 41-villa residential The model of care is compatible with the taking place in one week during December. program to sponsor a dozen kidney transplant Department. The intention over the next year others can also be involved in supporting the compound for conversion to a residential State of Qatar Mental Health Plan, which was This number of transplants for the year equals procedures from outside Qatar each year, is to partner with the supplier, GE Medical, client to set and achieve goals. care facility with capacity to accommodate approved by the Supreme Council of Health. the total performed over 2007-2009. Two where recipients happen to have a matching as a showcase clinical reference site so that 90 people. However, it is envisaged that Clients will be assigned a key worker on a of the people receiving donor kidneys were sibling donor. The matching donor recipient health professionals across the region can Organ Transplant Plan capacity would be set aside to offer the needs basis, and support may be minimal a teenage Qatari and a Pakistani man in his couple will be given all the support needed, benefit from the technology and expertise Hamad Medical Corporation’s new initiative to community respite care. or intensive depending on client needs. Key 20s. Both were suffering from end-stage including travel and post-operative care available at Hamad Medical Corporation. set up an organ donor registry in Qatar is in workers will be mobile and able to visit clients renal failure and had been surviving on regular free of charge. In December, two Sudanese The objective is to reintegrate this patient line with the recently launched Doha Donation Mental Health Plan at home. Key workers will also be able to dialysis. New organs have restored them to siblings benefited from the program. Both population into the community, thereby Accord that encourages people to donate A two-year partnership began in April continue involvement with the client across all normal lifestyles. brothers, in their 30s, were brought to Doha increasing the potential of improving their organs and honors them for doing so. Doha between the Department of Psychiatry service areas, including re-hospitalization. This for their treatment. life skills and independence while giving Donation Accord is a pioneering program During the 2010 Qatar Health exhibition and Asia Australia Mental Health, with provides extra support to promote a smooth the opportunity to strengthen and widen that has been assessed by the international and conference, a campaign to encourage Center for Organ Transplantation the goal of enhancing the current mental transition between services and reduces the community support. transplant community as the best embodiment greater awareness and acceptance of organ Hamad Medical Corporation is in the final health model of care and introducing a possibility that people ‘fall through the gaps’. of the WHO guidelines and Istanbul donation resulted in 172 people signing up to stages of implementing a well-structured focus on rehabilitation and recovery within The model can reduce the length of inpatient Declaration recommendations. It was also become donors. two-year strategic plan that will see the a community-based framework. admissions, prevent relapse, support recovery recently endorsed by GCC Health Ministers. establishment of the first Qatari organ and reduce ongoing disability. transplant center – expected to open in the first half of 2011. Significant planning has included providing resources, training staff, assignment of buildings, and recruitment of experts for the new dedicated center.

Hamad Medical Corporation Annual Report 2010/11 | 36 - 37 OPERATIONAL REVIEW “Hamad Medical Corporation is seeking, as an organization, to evolve into a thriving Academic Health System that links together health, education and research.”

The intended facility would provide the Transforming Hamad Medical Corporation Translational Research Institute (TRI) ideal setting to: into an Academic Health System Scheduled for completion in 2013, the In 2010, Hamad Medical Corporation Translational Research Institute (TRI) will • Ensure privacy and dignity of patients as continued its challenging journey of provide state-of-the-art core research they will be housed in much smaller units transformation, with the goal of turning its facilities to facilitate internationally competitive with patients of similar needs, as opposed hospitals into true Academic Health Centers. outcomes in translational (bench to bedside) to being clustered in large groups with Hamad Medical Corporation is seeking, and clinical research. With a focus upon the mixed diagnosis and behavioral needs as an organization, to evolve into a thriving fields of cancer, trauma, infectious diseases, • Personalize care needs to the residents’ Academic Health System that links together neuroscience, diabetes, obesity, cardiovascular preference (such as grooming, clothing, health, education and research, powered disease, and women’s and children’s health, dietary etc) by the synergies between itself and its the TRI will provide researchers with ready • Target activities and rehabilitation programs academic partners. access to facilities that would otherwise be to individual needs by establishing individual unavailable, leading to the translation of basic To be formally launched in mid-2011, the case management, care planning, and biomedical discoveries into new diagnostic Academic Health System Initiative will generate regular reviews biomarkers and therapies. significant positive impact on patient care, • Increase family engagement in the daily medical education and medical research. The facility will consolidate all research groups lives of patients by removing the stigma The strength of the proposal results from across Hamad Medical Corporation, and of institutionalization and diagnosis the intertwining of these central activities to encourage collaboration and innovation • Increase the frequency of recreational improve health and wellbeing whilst expanding through a number of cross-cutting themes activities and social outings supported by the boundaries of knowledge and ensuring such as bioinformatics, ethics, molecular the volunteer program as well as trained a modern, flexible and sustainable workforce. imaging, functional genomics, proteomics and recreational therapists The initiative represents a major milestone metabolomics, clinical imaging, clinical trials • Provide respite care for families requiring in Hamad Medical Corporation’s development and biostatistics. As a key component of the short-term relief from caring duties as Qatar’s leading healthcare provider through Academic Health System Initiative, the TRI the delivery of world-class healthcare, medical will facilitate Hamad Medical Corporation’s education and research excellence. A key development as an internationally recognized element of the initiative will be wider community health research organization and the leading engagement through developing a deeper health research organization in the Gulf region. social conscience and bestowing tangible economic and health benefits on the community. This highly ambitious initiative will be carried out in close partnership and collaboration with Weill Cornell Medical School in Qatar (WCMC-Q) and other academic partners in Qatar and internationally. This journey of transformation will also include forging meaningful relationships with partners across a wide range of health and allied health- related domains.

Hamad Medical Corporation Annual Report 2010/11 | 38 - 39 OPERATIONAL REVIEW

Education, Training and Medical Research Educate and train our team in the pursuit of excellence and invest in clinical research programs OPERATIONAL REVIEW “The number of medical students from WCMC-Q who receive their clinical education at Hamad Medical Corporation continues to increase yearly. In 2010, 125 students from the first to the fourth year attended clinical education activities in Hamad Medical Corporation’s clinical departments.”

Education and Training Public lectures – a first for Qatar Health – The clinical core curriculum begins during the The total number of applicants was 465 – In total, 140 non-Qatari and eight Qatari HR Training also held two workshops to Qatar Health 2010 were well attended, as were other daily third year of medical school. The students including 14 Qataris, 59 Hamad Medical residents were selected and matched to the help develop customer service skills, and 28 In contrast to 2009, Qatar Health 2010 activities for the public such as flu shots, join the Hamad Medical Corporation Clinical Corporation non-Qatari interns, and 390 various residency programs at Hamad Medical employees took part in the ‘Skills of Dealing did not employ the services of an external BMI measurements, and various blood and teams and participate in patient care expatriates, from 25 different nationalities. Corporation through a thorough and rigorous with the Public’ workshop, designed to help physical wellbeing assessments. and attend educational activities under selection process aimed at identifying the develop customer service and conflict event management team but managed the Candidates were shortlisted and ranked the supervision of the Hamad Medical brightest and best to train in Qatar. management skills. whole process through a cooperative effort Although a vast improvement on 2009, there on their USMLE Step 2 CK scores. Most Corporation/WCMC-Q clinical faculty. by several Hamad Medical Corporation were many lessons learned for the future. applicants were recent graduates ranging International Conferences Management training and development The Clinical Clerkship Directors are full-time departments – including Hamad International In the future, Qatar Health will be held at the between 2007 and 2010. A total of 183 Hamad Medical Corporation continued with opportunities for Qataris enabled 18 nationals WCMC-Q Faculty. During 2010, multiple Training Center, Marketing, Hospitality, HIS newly opened Qatar National Convention were shortlisted out of 465 to attend the its dedication to the principle of continuing holding middle management positions to mini interviews (MMIs) took place for and Human Resources. Center. This state-of-the-art facility will multiple mini interviews. medical education for its doctors and complete the Level 7 Executive Diploma in selection of residents at McMaster University. allow Qatar Health to realize its true potential dentists. The Department of Medical Strategic Management & Leadership. A further The result was a significant improvement on Hamad Medical Corporation is the first The Department of Medical Education applied with dedicated conference and education areas Education, through its Office of Continuing three Qatari nationals completed the Level 3 the previous year, being noticeably better international center to apply MMI for for Hamad Medical Corporation-sponsored along with an impressive exhibition area. Medical Education (OCME), provided Diploma in First Line Management. organized and highly professional. Although postgraduate medical students. visit visas, if required, to facilitate candidates’ education and training activities that still held at Doha Exhibition Center, the Weill Cornell Medical College – Qatar attendance at the December interviews. 103 The Human Resources English Language Hamad Medical Corporation Medical facilitated doctors and dentists to maintain event itself was bigger with 16 conferences The number of medical students from candidates attended the interviews and Training section provided courses in the Education also introduced the web-based and improve their professional competence. held over a five-day period, including an WCMC-Q who receive their clinical education arrangements were made by the Hospitality community for more than 250 employees. resident electronic management system internationally organized plastic surgery at Hamad Medical Corporation increases and Finance Departments for them to stay at Throughout 2010, the Medical Education Participating employees are evaluated during (med hub) during the year. multi-track event. yearly. In 2010, 125 students from the first Medical City Hotel for nominal charges. Department at Hamad Medical Corporation the application process so that they are placed to the fourth year attended clinical educational In partnership with the office of Graduate fulfilled an extensive list of activities including in the appropriate program. HR benchmarks With the emphasis on scientific quality, the The total number of candidates undertaking activities in Hamad Medical Corporation’s Medical Education at WCMC-Q, the many workshops, conferences and symposia. the applicant’s assessment score against accompanying exhibition was smaller than the MMIs was 161, with interviews spread clinical departments. International Foundation of Medicine exam The year saw a total of seven conferences, the Cambridge TESOL (Tests of English for the previous year due to space constraints; over a weekend and conducted in three sessions (iFOM) – developed by NBME and which seven courses, thirteen symposia, two Speakers of other Languages) to preserve however, it was a great success with the The WCMC-Q medical program combines a daily at Medical City by 86 interviewers: 80 can be used as an equivalent for USMLE-2in seminars and nineteen workshops. These quality of teaching and learning and to provision of: strong foundation in medical sciences with from Hamad Medical Corporation and 6 from international residency programs – was included conferences covering heart health, ensure best resource utilization. In 2011, extensive clinical training in patient care at WCMC-Q. • 16 conference tracks including: radiology, administered in November and used as diabetes and ophthalmology. The activities the HR English Language Training section Hamad Medical Corporation hospitals and dermatology, anesthesia, pharmacy, one measure to select residency applicants Another round of traditional interviews was throughout the year enabled Hamad Medical looks forward to offering additional language clinics. More than 182 Hamad Medical pediatric emergency, nursing, plastic to Hamad Medical Corporation. Through this conducted by the Program Directors, and Corporation medical staff to acquire new training programs, including in-house courses. Corporation consultants and specialists who surgery, orthopedics, primary healthcare, partnership, and in collaboration with UIC, both were organized by the Department of knowledge and upgrade their skills to enhance hold WCMC-Q Clinical Faculty appointments hematology, oncology, emergency several faculty development workshops Medical Education. The traditional interview the quality of healthcare they provide. participate in teaching students. medicine and disaster management, specifically related to GME were administered. dates were set soon after the multiple mini Human Resources Training Programs dentistry, management, basic science, The WCMC-Q curriculum exposes students interviews ended, and on the last day of the Selection of Residents The Human Resources (HR) Training Section obstetrics and gynecology to clinical care at Hamad Medical Corporation traditional interviews, the second match was Hamad Medical Corporation aspires to be focused on building behavioral competency • 127 international speakers and from the first year of the program. Students conducted to fill in the residual posts, of which a center of academic excellence, and the among Hamad Medical Corporation 108 local speakers attend outpatient clinics at Hamad General 15 residency programs selected residents for selection of high-quality candidates for employees during 2010, providing six Hospital (HGH), Women’s Hospital (WH), and the academic year. • 3,665 delegates registered with total its medical residency programs is key to workshops to help them develop their Primary Care Centers, where they learn to attendance just under 2,000 achieving this. The Applications for Residency communication skills. Close to 200 staff appreciate the nature of the doctor-patient • 48 exhibitors including participants from Programs were issued during March, with members participated in the ‘Communicating relationship, understand the patient interview, Thailand, Italy, Bahrain, UAE and Kuwait an August deadline for submission. During Effectively with Teams and Customers’ and apply communication skills to elicit and 2010, the Department of Medical Education workshop, designed to help formulate record the medical history and take the vital standardized the selection criteria, so all strategies for thoughtful and effective signs of pediatric and adult patients in a applicants were expected to pass USMLE communication. one-to-one relationship with Hamad Medical Step 2 CK or equivalent, along with English Corporation/WCMC-Q clinical faculty. proficiency exams.

Hamad Medical Corporation Annual Report 2010/11 | 42 - 43 OPERATIONAL REVIEW “Qatar Robotic Surgery center and Hamad Medical Corporation are collaborating to drive uptake of robotic surgery in the region.”

Training for Pharmacists The practice experiences must be of The library consists of medical books and Hamad Medical Corporation hospital adequate intensity, breadth, structure and computers with a large number of soft pharmacies have been approved as training duration to achieve the defined educational copies of medical books, updated surgical sites for the Qatar University (QU) College outcomes. They must include introductory courses and a large collection of video clips of Pharmacy degree program. and formative experiences and a sustained of surgical procedures. A teleconference period of experiences to conclude the facility links with Hamad General Hospital. The program, which is accredited by the program. Students must be able to contribute Audio-visual training is available, during which Canadian Council for the Accreditation of to patient care provided by inter-professional the doctor can see live transmission of Pharmacy Programs (CCAPP), is the first to teams that include pharmacists. laparoscopic surgeries. A room for computer be accredited outside Canada; and internships laparoscopic simulation is fitted with advanced of Structured Practical Experiences in Qatar University College of Pharmacy laparoscopic equipment. The third room is an Pharmacy (SPEP) are a key requirement. (QU CPH) certifies the SPEP program clinical animal laboratory for tissue manipulation. internship sites annually, in accordance with The memorandum of understanding, between minimum requirements deemed necessary The surgical training center collects seven QU and Hamad Medical Corporation in 2009, to ensure a successful rotation. The first training modalities under one roof. The led to Hamad Medical Corporation participation group of QU CPH graduates is scheduled combined exposure to practical and theoretical in the internship program, and the scale and to commence in June, 2011 and the first background helps build skills for dealing with expansion of Hamad Medical Corporation Doctor of Pharmacy students will be enrolled instruments and tissues before assisting involvement is a good reflection of the the following September. expert surgeons in theater. This has made professional standards of its hospital the training more efficient and has increased pharmacy practice. New Surgical Training Center patient safety and surgeon skills. With the introduction of new surgical The internship program offers four weeks technologies, training of surgeons has Robotic Surgery Training Program of clinical experience at any one time, with developed tremendously over the last Qatar Robotic Surgery Center (QRSC) and each student undertaking six programs 50 years. Surgeons should acquire a broad Hamad Medical Corporation are collaborating before graduation. Between 2009 and 2010 range of clinical, technical, administrative, to drive clinical uptake of robotic surgery in student rotations increased from nine to interpersonal and research skills, with the region and into the development of new forty, with the number of hospital pharmacies efficient technical monitoring being critical clinical procedures. Involvement with QRSC involved growing from three to five, and the for their training. To provide dedicated has created the right atmosphere and number of hospital preceptors increasing development and presentation of innovative connections to train the staff in laparoscopic from 25 to 48. service for medical staff, the Surgical Training and robotic surgery, and activate the The SPEP hospital rotation sites are carefully Center was opened at Al Khor Hospital in April. combined research endeavor. chosen to ensure that they provide a wide The center consists of an advanced digital range of pharmaceutical services. They must library room, animal laboratory and surgical have accreditation status with a clinical training laparoscopy simulator. The new facility affiliation agreement and provide significant radically improves the quality of educational numbers of qualified pharmacy preceptors, service by providing best-practice standards with access to other healthcare professionals, and an evidence-based model of training patients and associated health information. that boosts surgical skills.

Hamad Medical Corporation Annual Report 2010/11 | 44 - 45 OPERATIONAL REVIEW “Over the next few years Hamad Medical Corporation research will be endowed with the highest quality of academic and research organizations – locally, regionally and internationally.”

Throughout 2010 the Surgery Department Critical Care Paramedic Training Program Project No. Title Status Approved Budget continued the transformation process that Critical Care Paramedics (CCPs) receive NPRP 09 - 045 - 3 - 011 The Assessment of Novel Functional Risk Factors for the Predictor of Cardiovascular Award Active $984,944 began in 2008. The department has now training to align their clinical practice with Event in Vulnerable Patients Following Acute Coronary Syndrome become a state-of-the-art multi-specialty the needs of the people in Qatar. This is NPRP 09 - 284 - 3 - 065 Resuscitation from trauma and hemorrhagic shock by direct intracellular energy delivery Award Active $666,150 surgical center. The prominent achievements coupled with investment in improved NPRP 09 - 286 - 3 - 066 The peritoneal response to the sterile clinical dialysis solution Award Active $813,930 of the past 12 months have been to continue technology and equipment, making it a NPRP 09 - 370 - 3 - 089 The CORRELATE Trial: CT Angiographic Characterization and Evaluation of Plaque by Age, Award Active $855,967 to modernize the technology, train staff, service that is operated and maintained Gender, Ethnicity, Race and Cardiovascular Risk Factors introduce sub-specialties, activate research to international best-practice standards. NPRP 09 - 390 - 3 - 097 Perinatal Neonatal Outcomes Research Study in Arabian Gulf (PEARL STUDY) Award Active $1,046,500 and foster academic surgical education. The CCP team is responsible for delivering NPRP 09 - 628 - 3 - 160 Controlling use of narghile smoking: Testing the impact of a Randomized Controlled Trial Award Active $622,007 (RCT) of a School-based prevention program The introduction of new technologies was pre-hospital critical care at the scene of an NPRP 09 - 726 - 3 - 187 Targeting Leukemia Initiating Cells by Arsenic and Interferon alpha in CML and ATL Award Active $903,763 carried out in a staged manner in which staff illness or injury, the most common being at NPRP 09 - 758 - 3 - 203 Continuous Electroencephalography Monitoring in the Intensive Care Unit Award Active $741,718 were trained to lead the evolutionary change, road traffic accidents and on the way to the rather than importing teams to do the job. hospital. They generally respond to patients in rapid response vehicles, the LifeFlight Policy and guideline development supported A clinical trial registration process was Participative strategic planning was the During the year, the department was able to helicopter, or specialist transfer ambulances. the activities of the MRC and Hamad established in collaboration with the SickKids focus of the second half of 2010. An introduce new and innovative methodologies They provide immediate care at the scene Medical Corporation researchers, with the International team, and has been incorporated inclusive strategic planning process resulted in minimally invasive surgeries, laser surgery, as well as on the way to a healthcare facility. creation of eight internal and corporate into the revised research support processes in a strategic plan (2010-2015), which micro-vascular surgery, laparoscopic surgery policies and consent form templates used in the MRC. Currently, 26 clinical trials are incorporates a revised organizational and robotic surgery. This was made possible The Ambulance Service has a specialized throughout Hamad Medical Corporation to ongoing in Hamad Medical Corporation. structure to enable the MRC to achieve its through a vast network of collaboration with service team of 39 highly trained Critical adhere to international standards. Most ongoing trials were registered in an mandates, mission and vision – and that centers of excellence all over the world. Care Paramedics (CCPs). The team is a mix international registry (clinicaltrials.gov in the of Hamad Medical Corporation. The new of nationalities and gender including Qatari, Research Educational Program Several international projects have begun, US) by the end of December, and policies structure identifies clinical research, basic British, Australian, Canadian, South African Education to improve research skills focused typically a collaborative effort between and procedures were put in place to ensure science research and information and and American. on developing programs for all healthcare local institutions inside Qatar such as Hamad that all future clinical trials will be registered. knowledge management as the main areas professionals, including a residents’ training Medical Corporation, Weill Cornell Medical for expansion. Marketing of the ‘new’ MRC Investment in Clinical Research course in research methodology in consultation Seven Hamad Medical Corporation College and QRSC, and a network of saw the launch of a newsletter and website Research Activity with the Medical Education Center. Also researchers were funded to attend international centers of excellence. providing essential information about Research proposal activity in Hamad Medical introduced was the comprehensive and international conferences, including the research and the research activities in The robotic surgery platform that is currently Corporation continued to flourish in 2010 internationally acclaimed Collaborative Initiative to Improve Cancer Care in the Arab Hamad Medical Corporation. used has provided an advanced way of with more than 70 submissions, eight QNRF Institutional Training Initiative (CITI), to assist World Conference; the steering committee performing minimally invasive surgery awards totaling around $7 million, and the Hamad Medical Corporation researchers in for the Pan-Arab Oncology Research Looking ahead, research in Hamad Medical (keyhole surgery or laparoscopy). This means award of more than QR 250,000 to Hamad improving their research knowledge and Network; and the Asian PacificR esearch Corporation will include basic or preclinical that surgery is performed through small 1-2 Medical Corporation researchers from the practice to achieve international standards. Ethics Conference. The MRC showcased research, clinical research, and knowledge cm incisions, resulting in faster recovery, less Medical Research Center. The launch of its capabilities through organizing the translation to improve clinical decision- To ensure that the needs of educational post-operative pain, less bleeding and many a Hamad Medical Corporation Internal Basic Science Track for Qatar Health 2010 making and healthcare delivery. Partnerships, program clients are satisfied, a survey more specific advantages for the patient. Research Grant Competition in 2010 received International Medical Congress and Exhibition. collaborations and networks were the main was launched in December to identify 37 applications, increasing the internal This track for Qatar Health 2010 focused on methods of expansion and improvement Current clinical use is mainly focused on the requirements of consultants, specialists, research awards by several million Qatari preclinical research and was supported by of MRC activities. Over the next few years urology, gynecology, cardiac and general physicians and allied healthcare staff across riyals. The benefit of the establishment of international and local distinguished experts. Hamad Medical Corporation research surgical procedures. Hamad Medical Corporation. basic science, or preclinical research, was will be endowed with the highest quality The MRC continued to develop to better demonstrated in the QNRF third cycle MRC staff fully participated in the research of academic and research organizations – meet its mandates from Hamad Medical research competition, in which three of the aspects of the SickKids International New locally, regionally and internationally. Corporation by recruitment in business eight grants awarded to Hamad Medical Children’s Hospital (NCH) project by development and research administration, Corporation were basic science research participating in a variety of workgroups and signaling the development of a more grants totaling more than $2.5 million. establishing an MRC-NCH project team to structured and business-centered approach contribute to and monitor its progress. to supporting medical research in Hamad Medical Corporation.

Hamad Medical Corporation Annual Report 2010/11 | 46 - 47 OPERATIONAL REVIEW

Our people leading the way Retain and nurture a committed, talented and skilled team that sets the standard regionally and internationally

Hamad Medical Corporation Annual Report 2010/11 | 48 - 49 OPERATIONAL REVIEW “The Stars of Excellence Employee Awards and Recognition Program, launched in March 2010, recognizes and rewards teams who have implemented quality improvement projects.”

Our People 2010 marked the third year of the Long- The AHF highlighted Dr Al Kuwari’s The Stars of Excellence program reflects Hamad Medical Corporation’s commitment to quality and its vision to become an internationally Recruitment and Orientation Serving Employees Award program, recognizing commitment to guiding Hamad Medical recognized world-class center for healthcare. Aligned with the Hamad Medical Corporation Star of Excellence Model, and its streams of During 2010, more than 1,400 employees staff with 25 years of service to Hamad Medical Corporation towards becoming a leading excellence, the program originally featured five categories of award: joined Hamad Medical Corporation, and Corporation. The program strives to recognize healthcare provider focused on delivering Peak Performance Award Demonstration that performance has achieved the highest standards and has significantly Human Resources began developing a employees whose loyalty and commitment quality patient-centered care. This honor contributed to the overall development and success of the organization and welcome campaign to assist employees in to excellence is an important part of Hamad is testimony to the esteem in which improved patient care. the on-boarding process. A pre-arrival guide Medical Corporation’s development. In 2010 Dr Al Kuwari is held and the respect she has Spirit of Service Award Delivery of responsive service that achieves optimal outcomes for the patient, their families, for overseas recruits was developed and is Hamad Medical Corporation recognized 46 earned from her team and her peers within the staff, the organization, and their environments. being distributed to all new overseas joiners. employees at a gala dinner, where their the healthcare industry in the region. family members and guests celebrated their Distinction in Practice Award Delivery of the highest standards of safety and quality in clinical care or efficiency and A housing guidebook for employees was Dr Al Kuwari received praise from many recognition from the Managing Director and (Clinical or Operational) effectiveness in operational practice. developed to clarify processes for applying senior figures in the healthcare industry, senior Hamad Medical Corporation leadership. Technological Innovation Award Use or development of innovative technology that supports and improves quality clinical for housing. notably His Excellency Dr Mohamed bin practice, business, and operational efficiency. In 2011, Human Resources will continue its Service improvements at Al Khor Hamad Al Thani, Director of Public Health at Human Resources (HR) activated the HR Help the Supreme Council of Health. Dr Al Thani Leadership Team Impact Award Creating, developing, and nurturing cohesive and high-functioning teams that collectively orientation development efforts to rebrand achieve the organization’s aims, goals, and objectives. all orientation materials with the new identity. Desk at Al Khor Hospital (AKH) in support of the stated: “Dr Hanan Al Kuwari is a shining It will also issue the Day 1 Welcome Package, Hamad Medical Corporation’s decentralization example of the new generation of Qatari currently in the final stage of development. vision. HR’s commitment to the Help Desk women who have realized remarkable A sixth category, the Guiding Star of An individualized program is developed The Hand Therapy Unit offers an exclusive originated from a fundamental desire to provide achievements for their country, through Excellence Award, was added in order to and implemented to facilitate and improve service of specialized treatment techniques Numerous recruitment trips were undertaken convenient, employee-focused services for her outstanding performance in her field recognize teams that demonstrated the each child’s behavioral, social, emotional, including advanced splinting, designing and in 2010 to source and recruit qualified staff for HR transactions so that AKH staff do not of expertise. We wish her every success.” highest level of achievement in more than cognitive, perceptual, motor, sensory, implementing exercise programs, scar Hamad Medical Corporation services and its have to travel to Doha for routine requests. one category, or stream, of excellence and pre-academic and self-care skills, as well management and fabrication of pressure Stars of Excellence Awards new facilities. In particular, Human Resources therefore received the highest level of as to enhance the capacity of families to garments for burn patients, sensory Immigration Service Development The Stars of Excellence Employee Awards supported recruitment trips specifically distinction. The Pre-Integration Program meet their children’s needs. re-education after nerve injuries, functional Continuing the progress made in 2009, the and Recognition Program, launched in March focused on the growing demands for staff project won ‘The Guiding Stars of Excellence’ retraining of the injured upper extremity, HR immigration section made further use 2010, recognizes and rewards teams who The Hand Therapy unit from Occupational at Al Wakra Hospital, Heart Hospital, Skilled after having reached the highest level of ergonomics, and conditioning before of technology to improve communication have implemented quality improvement Therapy was awarded ‘The Glowing Stars of Nursing, Medical Records, Emergency Medical achievement in more than one category. returning to work. Services, Information Technology, Pharmacy with employees. The immigration section projects. The program encourages teams, Excellence’ for Distinction in Practice. The and Marketing/Media/Public Relations, in implemented SMS notifications to all and individuals within teams, to take on The program is a day care service offered project was entitled: ‘The implementation Arab Health Awards 2011 addition to regular recruitment activities. employees when exit permits were issued improvement initiatives that benefit patients, by the Children’s Rehabilitation Department, and development of the Hand Therapy Unit, The annual Arab Health Innovation & in the airport system. These convenient staff and the organization. Rumailah Hospital, under Rehabilitation a much-needed service in Qatar’. Achievement awards in Dubai are designed Compensation initiatives notifications canceled the need for employees Services. It aims to enhance the skills of to showcase excellence in healthcare in The program was created to encourage change The Hand Therapy service was introduced in To ensure the continued recruitment and to personally visit the immigration section to children with physical disabilities and/or the region. As part of a continuous journey and development across Hamad Medical Qatar in response to the growing volume of retention of high-caliber staff, Hamad Medical collect a paper exit visa. SMS technologies cognitive delays, so they can integrate into towards excellence, Hamad Medical Corporation, allowing staff to be appreciated patients with upper extremity injury incurred Corporation partnered with a leading HR were also used to notify employees about schools or community centers. Children with Corporation submitted numerous projects to for their initiative and commitment to excellent in the construction boom. The aim of the consulting firm to conduct a survey of residency permit processing and cancellation special needs are given comprehensive, gauge feedback from an independent and work in providing the best in healthcare and program was to develop and implement a healthcare salaries within the GCC region. procedures. The SMS notifications are an effective and family-centered interdisciplinary international judging panel on the perceived patient services. Nearly 250 submissions world-class Hand Therapy Unit to provide The survey is the first of its kind in the important technology enabler for decentralized rehabilitation services (physiotherapy, merit of these projects. were received from across all areas of Hamad a specialized and comprehensive service region, focusing specifically on healthcare HR operations. occupational therapy, speech therapy and Medical Corporation, representing all five of to the population of Qatar, comparable to professions. The results of the survey special education) in a structured and safe Hamad Medical Corporation’s hospitals as well that available in other international centers have been important for Hamad Medical Accreditation and Recognition environment. as many corporate departments, centers and of excellence. Corporation in its strategic planning and Arab Health Distinctive Woman Award remote sites. The awards program, the first of development process, as well as highlighting In March 2011, Dr Hanan Al Kuwari, its kind for Hamad Medical Corporation, carries areas where Hamad Medical Corporation Managing Director of Hamad Medical a distinct and purposeful focus on teamwork provides competitive compensation for Corporation, was presented with the and was a resounding success that will help recruitment initiatives. prestigious Arab Health Distinctive Woman deliver quality improvements in the future. Award, by the Arab Hospitals Federation (AHF). The award recognizes Dr Al Kuwari’s valuable contributions to the healthcare industry.

Hamad Medical Corporation Annual Report 2010/11 | 50 - 51 OPERATIONAL REVIEW “Hamad Medical Corporation earned the Sultan Bin Abdulaziz Humanitarian City Award for Excellence in Rehabilitation Services for its project at Rumailah Hospital.”

Hamad Medical Corporation was rewarded Criteria for the Human Resource Development In this respect, Hamad Medical Corporation by having six of its projects (at least one from Award include retention policies, rate of stakeholders including patients, relatives, each of its current five hospitals) shortlisted turnover, occupational health and safety government and employees can be for an award: policies, institutionalized education and reassured that the organization is striving training, availability of educational facilities, for, and achieving, continuous improvement • Sultan Bin Abdulaziz Humanitarian City achievement of continuing medical education in all its services. Award for Excellence in Rehabilitation (CME) hours, competency, staff review Services (Rumailah Hospital) Representatives from the Institute of and appraisal process, evaluation and Hospitality conducted the Hospitality • Excellence in Hospital Emergency verification of skills, orientation program, Assured assessment in October, with eight Department Award (Hamad General Hospital) and broad-based personal and professional departments participating and receiving the • Excellence in Laboratory Services Award career/development opportunities. accreditation: (Al Khor and Al Amal Hospital) The Arab Health Awards recognize the • Catering • Excellence in Patient Safety Award outstanding achievements of individuals, (Hamad General Hospital) departments, teams, or organizations • Housekeeping • Human Resource Development Award that have contributed to the growth and • Laundry (an Hamad Medical Corporation development of Middle East healthcare. • Mail Service corporate initiative) They are an important industry accolade • Copy Center and a testimony to Hamad Medical Hamad Medical Corporation earned the Corporation’s outstanding achievements. • Security Sultan Bin Abdulaziz Humanitarian City • Transport Award for Excellence in Rehabilitation International Accreditation Services for its project at Rumailah Hospital: and Recognition • Corporate Customer Service ‘Community-based rehabilitation in Qatar: The Accreditation Process Hospitality Assured is the quality standard How it positively influences the lives of Hamad Medical Corporation was accredited created by the Institute of Hospitality people with disabilities’. The Rehabilitation during 2010 as meeting the Hospitality specifically for customer-facing businesses. Services Award is granted to healthcare Assured standard. Hospitality Services, It encourages organizations to look at their and rehabilitation facilities, individuals and employing some 1,800 people, covers own operation from the user’s perspective organizations (private or public) that have functions such as transport and catering, and to see where improvements should contributed to rehabilitation services for security and housekeeping, and other key be made. the people of the region. It is intended to support activities including patient and visitor encourage further participation in this field. services. Feedback from patients and visitors is Accredited Hamad Medical Corporation guiding the planning and delivery practices, and departments now have internal benchmarks Hamad Medical Corporation also won the creating a culture of continuous development. (as well as those of international comparators) Human Resource Development Award for its against which to measure their improvement. project on achieving and sustaining physician The Hamad Medical Corporation team excellence. The award means that Hamad set themselves an ambitious target and Medical Corporation has been identified as achieved Hospitality Assured accreditation the employer of choice to support the region’s in a demandingly short timescale. Not only top talent. is the quality of medical attention monitored by the Joint Commission International: the standard of patient support is seen as vital to the recovery process and is also qualitatively checked.

Hamad Medical Corporation Annual Report 2010/11 | 52 - 53 OPERATIONAL REVIEW “January 2010 marked the launch of the redesigned Hamad Medical Corporation brand identity. The new brand represents the three key pillars of Hamad Medical Corporation: Health, Education and Research.”

Hospitality Leadership and Training E-learning began in the Hospitality The department is working on the findings Rebranding Program In addition to implementing the visual aspect Developing managers and supervisors in the Department with 11 people signing up for and recommendations outlined in the January 2010 marked the launch of the of the new logo, the rebranding has been the Hospitality Department through training various programs available through HIS. Senior consultant’s report, among them that redesigned Hamad Medical Corporation catalyst to address and revise the corporate enables them to pass their knowledge and staff within the Hospitality Department all resource allocation such as staffing and brand identity. The new brand represents vision, mission and values that form the skills to their teams and achieve a consistent come from a hotel hospitality background, and transport should be given first priority to the three key pillars of Hamad Medical platform for quality and change management. standard at Hamad General Hospital. are playing a key role in ensuring Hamad meet the demands of patient care at home. Corporation: Health, Education and Research. The new brand agenda is far more complex Medical Corporation’s commitment to The first step in the implementation has been A Director of Hospitality Training role was Accreditation Council for Graduate than simply the introduction of the new logo. improving the hospital environment and to introduce the new brand logo into a wide introduced to focus on implementing Medical Education (ACGME) A brand is only as powerful as the impression patient services. range of aspects within Hamad Medical hospitality through staff training, Further progress has been made in aligning it makes in the minds of its perceivers. Corporation. The logo features three leaves development and coaching. Close on 50 Magnet Accreditation for Nursing Hamad Medical Corporation Residency Subsequently, every member of staff at that represent the relationship between supervisors from the Catering, Kitchen, The Nursing Department at Hamad Medical Programs with the requirements of the Hamad Medical Corporation is responsible nature and medicine. The positioning of the Patient & Visitor Service Center and Corporation is currently seeking the Accreditation Council for Graduate Medical for ensuring that everything that is done, leaves is also of particular significance as the Housekeeping departments were exposed to prestigious Nursing Magnet status from the Education (ACGME). said, manifested and delivered is aligned with flowing leaves highlight the visual language practices at a local five-star hotel so they American Nurses Credential Center (ANCC). the new brand values. Hamad Medical Corporation Medical used by everyone at Hamad Medical could learn new ideas and techniques to The ANCC, an affiliate of the American Education Department followed the Corporation to express themselves. The Across the organization there are opportunities improve patient satisfaction based on hotel Nurses Association, awards Magnet Status to institutional and common ACGME program circular flow also emphasizes the momentum for the brand to add value to everything guest experience. those organizations that deliver healthcare requirements and implemented a new of change that is a key feature of Hamad Hamad Medical Corporation does, from excellence through their nursing services. Performance management training was outcomes-based alignment strategy for Medical Corporation’s pursuit of continual supporting Hamad Medical Corporation’s drive The Nursing Department at Hamad Medical undertaken by 69 staff in preparation for the ACGME accreditation of the 20 Hamad progress and development. for quality and excellence, through positioning Corporation is focused on meeting the strict annual performance reviews, and to enable Medical Corporation residency training Hamad Medical Corporation as an open and requirements set out by the ANCC that During 2010, the branding team initiated assessors to accurately review and assess programs, which have 500 residents from 36 visionary organization, to articulating and ensure nursing services offer reliable and the extensive process of rolling out the new their subordinates. Staff also learned to countries. advocating both trust and respect to all of quality care to patients. brand into all aspects of Hamad Medical understand the rating given and to determine Hamad Medical Corporation’s stakeholders. The strategy focuses on continuous Corporation. There are currently many any training needed to carry out their duties Magnet Status criteria include nurses having Hamad Medical Corporation is beginning to assessment and improvement of trainees, visible examples of the new brand in action, efficiently and effectively. a high level of job satisfaction, a low nurse see the initial signs of this process and will with progressive supervision and graded including its use on corporate stationery, turnover rate, and nurse involvement continue to see greater evidence as the new A ‘Train the Trainer’ program was piloted with responsibility to guarantee the highest staff ID cards, corporate vehicles, business in data collection and decision making. By brand develops into a holistic ideology that eight delegates from the Engineering quality of patient care and safety, promotion cards and on printed material. working towards Magnet Status the Hamad aligns the whole organization – becoming Department. The program aims to develop of excellence, and ongoing education. Medical Corporation Nursing Department is The brand implementation is an ongoing patient-centric through being brand-focused, departmental trainers who can train on job/ committed to ensuring that staff nurses are process that will continue throughout while ensuring Hamad Medical Corporation craft skills according to standard, so that valued and involved in the development of 2011 and beyond. Projects currently being staff are fully committed to putting the patient necessary services are consistently delivered. the care services. worked on include introducing the new at the center of their work. These trainers will keep clear documentation brand logo to Hamad Medical Corporation of all training activities within the JCI Update and Practicum ambulances, medical forms, signage, uniforms department and prepare plans to meet The JCI consultant visited Home Healthcare and noticeboards. future training requirements. Services in December and conducted an operational assessment based on the Care Continuum standards. The consultant complimented the organization on embedding the standards into everyday practice, and on staff’s engagement in the consultation process, commending their efforts to improve delivery of quality patient care.

Hamad Medical Corporation Annual Report 2010/11 | 54 - 55

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