|Dubai Health Authority discusses health strategy for the emirate of Dubai.|
The Dubai Health Authority (DHA) has chalked out a detailed health strategy for the emirate of Dubai. The 2013-2025 strategy underlines ambitious expansion plans and considers customer care to be at the heart of the strategy.
The strategy is in line with the vision of His Highness Sheikh Mohammad Bin Rashid Al Maktoum, Vice-President and Prime Minister of the UAE and Ruler of Dubai, to make Dubai a hub for medical tourism. It is also aligned to HH Sheikh Mohammed's Dubai Strategic Plan 2015 and the aim is to provide the population of Dubai and visitors with access to internationally-recognised levels of healthcare.
Al Maidoor discussed several aspects of the strategy with DHA staff members, especially with regard to its implementation. Al Maidoor addressed employees of the DHA at the Rashid Medical Library auditorium and said: “I cannot emphasise enough on the importance of the key role that all healthcare workers- doctors, nurses and technicians play in protecting the health of the public. Medicine is a noble profession and we are all lucky to be in a position where we can through our individual roles take care of the health of our community members. For us all, going forward, customer care has to be priority. Patients and their families need our outmost care and compassion, and excellence in healthcare services and customer care must go hand-in-hand.”
Talking about the strategy he said: “The strategy has been chalked out talking into consideration the expected population growth of Dubai across the various geographical areas of the emirate. After a careful analysis of the Dubai Population growth study and after looking into all the health services presently available across the Emirate of Dubai, we chalked out the additional projects required until 2025. Access to healthcare is a priority and the new projects are in line with our strategy to have hospitals within the radius of 8 to 12 kilometres from all catchments areas and health centres to be within 3 to 5 kilo meters of all catchment areas.
“Based on this, the Dubai Health Strategy master plan includes construction of three new hospitals and 40 primary healthcare centres across the geographical areas of Dubai.”
Al Maidoor said the four pillars of the strategy are: prevention and awareness; easy access to health services; quality, and investment and competitiveness. The strategy has 17 operational goals and will be delivered through 43 initiatives backed by an enhanced control plan and Key Performance Indicators (KPI).
Highlighting the authority's ambitious plans, Al Maidoor said: “The expansion plans have been designed to provide state-of-the-art services to the population of Dubai as well as visitors who come to the emirate for medical tourism. The expansion plans not only fulfill the main criteria of provision of excellent healthcare facilities and health infrastructure but also taken into consideration landscaping, leisure activities, hotel accommodation for medical tourists, staff accommodation etc. All these aspects ensure we have taken a 360 degrees view of the requirements of patients, their families, staff members and medical tourists.”
Rashid Hospital will be rebuilt along with its adjoining area. The Dh 3 billion worth master plan includes 6 new specialised health centres, one 4 star and another 5 star hotel, villas and flats for staff accommodation, a mosque, lake way and landscaping and open spaces for children and families. Al Maidoor said: “The plan has been designed to ensure the hospital, hotel, rehabilitation and recreational areas face the Dubai Creek Park - Al Khor Park and so that patients and medical tourists can enjoy panoramic views of the creek, all colour schemes and interiors will also aid in the healing process and provide a positive and relaxing atmosphere.”
Rashid Hospital three-tower design:
“The ground and first floor of each tower will have operation rooms, radiology, laboratory and other common services. Patient rooms will be located from the second to the fifth floor. The towers will have 6 VIP rooms and 7 royal suites.”
He said the construction area for the hospital is 100,000 square meters and the entire master plan will be built using green building standards.
Six new specialised centres of healthcare and an outpatient building:
“Within the Rashid Hospital master plan, six new specialised centres of healthcare will be constructed. This includes day-care surgery, oncology, ophthalmology, haematology etc.”
He added a dedicated outpatient building will be established to reduce the pressure on hospitals. The DHA had earlier announced that Dh 38 million has been sponsored by Abdulsalam Rafi and Sons to build a state-of-the-art outpatient building. Taking this plan forward, as part of the strategy, the DHA will execute this project but with an expanded vision.
In addition to the earlier plan, the outpatient building will have an additional floor completely dedicated to the field of dentistry.
Expansion of trauma centre: Pre engineering concept to be used:
Al Maidoor said within the next two years, the Dubai Health Authority will complete the expansion of Rashid Hospital's trauma and emergency centre. “The trauma and emergency centre provides excellent levels of care for trauma and poly trauma patients. The two-year expansion plan is being built on the concept of pre engineered buildings- which means the Trauma centre will continue to function as usual and at the same time the expansion work will be ongoing. The walls will be manufactured in advance and will be installed directly onsite.”
He said the expansion will add 160 beds and 116 treatment rooms to the trauma centre.
Rehabilitation centre, hotels and lake way:
The master plan includes construction of state-of-the-art rehabilitation centre that can accommodate 500 beds. The rehabilitation area will have a covered parking facility that can accommodate 2500 cars. On each side of the rehab centre, a hotel will be constructed- one five-star and another four-star that will have a total capacity of 1000 rooms. The five-star hotel will also have 20 chalets.
The rehabilitation area will have a health and fitness centre, a smoking cessation clinic, a relaxation area etc to promote health and wellness.
“Patients who come for rehabilitation and do not need hospitalization can stay in the hotels itself. The area will be beautifully landscaped with a lake way,” said Al Maidoor.
A souk and commercial office space:
Al Maidoor said: “An area will be dedicated for shops and offices. The souk or market place will be conveniently located from the main hospital, the rehabilitation centre and staff housing.” The souk will have 150 shops and 200 flats for commercial and residential purposes.
Staff accommodation: Villas and flats:
Al Maidoor said: “Staff housing will accommodate 5400 families- doctors, nurses and technicians. In addition we will construct an additional 120 villas for specialists. There will be ample greenery and play areas that we are specifically designing for children and families.”
The trauma and emergency centre provides excellent levels of care for trauma and poly trauma patients. The two-year expansion plan is being built on the concept of pre engineered buildings- which means the Trauma centre will continue to function as usual and at the same time the expansion work will be ongoing. The walls will be manufactured in advance and will be installed directly onsite.
To facilitate regular interaction with the members of the elderly centre and the community, the expansion project will include a heritage market with coffee shops and traditional fanfare activities and a mosque. The mosque will have a capacity for 150 worshippers.
Al Maidoor said: “The heritage market will bring back memories of life in the old days in the UAE and the elderly population will also get an opportunity to interact with the community.
Youngsters who come to visit the elderly members in their family will be ample landscaped areas and green lawns.”
The Dubai Diagnostic Centre will be built with the latest technology and international standards.
Customer Care: Live customer feedback through ‘DHA customer service index'
Customer care is an area of core focus within the DHA strategy 2013-2025. An important way of ensuring customer satisfaction is to provide customers with the mechanism to evaluate the services they were provided with.
The index was recently inaugurated by HH Sheikh Mohammed bin Rashid in presence of HH Sheikh Hamdan bin Mohammed and HH Sheikh Maktoum bin Mohammed during their recent visit to the DHA headquarters.
Al Maidoor said: “Build on the lines of the concept of the index - the customer service mechanism has two bars- red and green. Green signified satisfaction and red signifies dissatisfaction. The system is simple and can be used by customers who have availed of the services at the DHA. Before exiting the premises, customers can press the ‘happy' or ‘unhappy' button and the rating will appear on the screen in the form of red and green bars.
“The screen is for all to see and changes every 30 seconds. It will be implemented across all the DHA hospitals and primary healthcare centres and the DHA headquarters will have an area where all these screens are displayed and customer satisfaction can be viewed in real time.
The thought process behind this service is to further empower customers to express their opinion and let them be the judge of the services provided by the DHA.
Customer feedback will be received at the end of the service channel, which means registration, service provision, procurement of medicines from the pharmacy are all steps which will be evaluated.”
Customer Relations personnel- Fezza committee formed.
To enhance the services and to provide easy resolution to any queries that patients or their family members have- each hospital and health centre will have customer relations personnel who will take rounds of the service area and assist those in need. The DHA has formed a committee consisting of customer-service personnel and the committee is known as ‘Fezza'
They will wear a beige jacket which helps people easily identify them. Questions such as – Please direct me to the nearest pharmacy, how can I register etc will be promptly addressed.
Honouring Staff members:
At the end of the ceremony, Al Maidoor presented a certificate to all members of the Fezza team for their dedication and hard work to raise the levels of customer service across DHA entities. Al Maidoor also presented certificates to several key DHA officials including members of the engineering team who were instrumental in chalking of the DHA strategy.
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