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The resounding success of Abu Dhabi Health Services Company PJSC’s (SEHA) “Mas’aool” community town hall initiative has led healthcare authorities around the UAE to benefit from the experience. A delegation from Dubai’s Healthcare Authority visited SEHA’s headquarters in Abu Dhabi and discussed the initiative and its importance in strengthening the bonds between SEHA’s facilities and the community. The delegation visit also aimed at exchanging expertise and best practices between both authorities.
The Mas’aool initiative was started as a way of offering patients and their families a chance to interact directly with SEHA and its facilities’ decision makers to apprise them of feedback and opinions on the healthcare received. The first session, which commenced in September 2011, led to the successful implementation of over 100 recommendations and suggestions offered by stakeholders and patients. Three months later SEHA organized the second round of its quarterly town hall meetings, which also successful and was well received by the patients and their families.
Khalifa Al Ketbi, SEHA Deputy Chief of Operations, said, “The Mas’aool initiative has helped decision makers in the healthcare industry reach out and listen to the opinions of patients and members of the community. The initiative is an excellent channel for generating new ideas to enhance the provision of healthcare services, and SEHA is committed to listening to patient feedback to ensure world-class health services.”
“We were very pleased to welcome the Dubai Health Authority on a visit that helped mutual cooperation and the exchange of experience. Both Authorities are committed to the common goal of offering healthcare services, and we look forward to further opportunities for interaction,” he added.
During the visit, SEHA’s management showed the methods applied in the implementation of the Mas’aool initiative and the action plan, including the organizational structure. Khalifa Al Ketbi explained the objectives of the initiative, and organizing committees of the company and facilities, and the mechanism for organizing the event, and views the details of the public views, which varied between thanking, suggestions and complaints. He also addressed the lessons learned from the first and second rounds of the initiative, and presented some of the recommendations that were successfully implemented.
During the visit, SEHA’s management highlighted the methods applied in the implementation of the Mas’aool initative. Khalifa Al Ketbi explained the initative’s objectives, the organizational structure and comittees involved, the action plan, and the mechanisms of event organzization. He also explained the lessons learnt and feedback obtained from the first and second rounds of the initative, and presented some of the first round recommendations that have been successfully implemented.
The first round of the Mas’aool initiative was highly successful in generating useful recommendations, over a hundred of which were implemented in different hospitals in the SEHA HealthSystem. Implemented recommendations included Saturday clinics hours, Cerner System training and the allocation of emergency beds for serious cases at Sheikh Khalifa Medical City, a reduction of outpatient waiting hours, new nurses and a 24hr pharmacy at Tawam Hospital, a new patient car parking in Al Ain Hospital, and many others.
The recommendations and feedback received during Mas’aool’s second round are currently under review by management and being selected and shortlisted for implementation based on viability and fit with SEHA’s overall strategy.
SEHA is committed to the development of a system of world class healthcare in Abu Dhabi. The company recognizes that excellence requires transparency and an ethos of regular feedback from stakeholders. SEHA’s outreach campaign is an attempt to create open yet informal channels of communication with customers who are directly impacted by healthcare provision standards. SEHA aims to establish clear channels for quality feedback to ensure that board stakeholder and customer concerns are taken into consideration.
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