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In recognition of its extraordinary achievements in customer satisfaction and outstanding results in quality management, Abu Dhabi Health Services Company PJSC (SEHA) won the European Award for Best Practices 2011 in the Gold Category. The recognition attests to SEHA’s commitment to improve its quality management system by implementing the ESQR Quality Performance Model.
The award selection process was based not on self-nomination but rather a recommendation process lead a group of specialists and managers appointed by the European Awards Committee, who consulted with embassies and public sector bodies to nominate suitable candidates
The ceremony was held in Brussels, Belgium, and was attended by Sulaiman Hamid Almazroui, Ambassador of the UAE to the Kingdom of Belgium and the Grand-Duchy of Luxembourg, Head of Mission to the European Union. Renowned business leaders from different countries, academic experts and quality professionals participated in the convention. During its presentation at the ceremony, SEHA highlighted key achievements in the field of healthcare quality and customer service, including the implementation of transparent reporting systems, uniform standards throughout SEHA’s network of healthcare providers, and open channels for feedback and customer suggestions.
The ESQR Quality Performance Model offers guidelines to organizations to achieve excellence in performance, and offers nine principles to meet customer expectations. These include Continuous Improvement, Leadership, Human Resources, Training, Process Management, Environment, Data Analysis, Strategic Planning, and Quality Control.
The ESQR Quality Performance Model implementation will allow SEHA to better research customer needs and increase effectiveness in the use of available resources to enhance customer satisfaction and loyalty, motivate and involve employees in the process of continual improvement, to measure the capabilities of key activities and evaluate risks, and reduce costs while achieving predictability in excellence.
“We are delighted to have been awarded the Best Practice Award in the Gold Category. It makes us proud that international forums are recognizing our mission of uncompromising excellence in the provision of healthcare services, and honoring our achievements. SEHA’s success and international recognition is testament to the influential position the UAE is acquiring globally as a leader in many fields of excellence,” said Dr Ali Al Obaidli, Clinical Officer, Clinical Affairs, SEHA.
“This achievement comes from our ethos of continuous improvement, and the careful consideration of patient feedback received through the community outreach “Mas‘aool” program as well as from employees through ‘Musharaka’ program. We have, wherever feasible, taken these recommendations into account and have implemented changes accordingly to further improve service provision quality,” he added.
SEHA is committed to the development of a system of world-class healthcare in Abu Dhabi, and has implemented a number of initiatives to achieve that goal. The organization has already received ISO 9001 certification for its quality management system, and has been recognized for consistency in excellence in several international forums. SEHA is also initiating transparent systems of reporting and benchmarking across its network of healthcare providers, and has implemented outreach campaigns to create open channels of customer feedback.
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