In recognition of its exceptional accomplishments in customer satisfaction and outstanding results in quality management, the Abu Dhabi Health Services Company (SEHA) has won the 2013 European Award for Best Practices in the Platinum Category. This award is organised by the European Society for Quality Research (ESQR), and the accolade for SEHA attests to its commitment in improving its quality management system by implementing ESQR’s Quality Performance Model (QPM) in all its healthcare facilities.
On behalf of SEHA’s Chairman, H.E. Saif Bader Al-Qubaisi, the award was received by Dr. Ali Abdul Karim Al-Obaidli, Chief Clinical Officer, SEHA, during a ceremony that was held in the English capital, London. The ceremony featured the presence of a large number of prominent business leaders, academic experts and specialists from many different countries.
The European Society for Quality Research, headquartered in Lausanne, Switzerland, focuses on research, mechanisms and techniques to improve quality, and aims to promote this quality culture by awarding such accolades in multiple fields. This is intended to contribute to the identification of new initiatives and the latest innovations, to disseminate knowledge efficiently, and to contribute to the assessment of outstanding practices. Winners in the European Award for Best Practices are selected after a group of specialists conduct surveys, polls and market research using a variety of channels, including the ESQR website.
During the convention, SEHA showcased its achievements with regard to the quality of service that it delivers, and additionally reviewed its expertise and mechanisms in customer service. SEHA has initiated and delivered transparent systems of reporting and benchmarking across its electronic network of healthcare providers.
The company has also implemented outreach campaigns to communicate with the public and receive their feedback and suggestions. One of the most prominent communication channels adopted by SEHA is the Mas’ool programme, which is organised regularly in all its healthcare facilities. This programme enables officials from SEHA to communicate with members of the public, identifying their problems and solving them quickly and effectively. This initiative has made significant achievements during the past years and has found solutions for many of the issues which are of concern to the public.
Commenting on this prestigious European recognition, H.E. Saif Bader Al-Qubaisi, stated: “We are committed to applying the highest healthcare standards across the country. The QPM at SEHA provides nine guiding principles for achieving excellence in performance and meeting the expectations of customers.”
He continued: “These principles are continual improvement, leadership, human resources, training, process management, environment, data analysis, strategic planning, and quality control. The QPM implementation contributes to enabling SEHA to better research its customers' needs, and also helps increase efficiency in the use of available resources, thus enhancing customer satisfaction and loyalty. This contributes to the motivation and engagement of staff in the continual improvement process, in the measurement of SEHA’s capabilities in key activities, risk assessment, and cost reduction, while simultaneously maintaining excellence in quality across the organisation.”
Expressing the company’s great pride at winning the award, Dr. Ali Abdul Karim Al-Obaidli said, “This is an international recognition of SEHA’s achievements and an acknowledgement of our mission to achieve uncompromising excellence in the provision of healthcare services. SEHA’s success and the international recognition of its achievements is a testament to the influential position that the UAE is acquiring globally as a leader in many fields. This is a huge incentive for those at SEHA to continue their serious and diligent efforts to sustain the current levels of excellence.”
“The true award lies in the continuous development of the services provided by SEHA and the partnership with the public through community outreach programmes and open channels of communication. We have taken these recommendations and suggestions into account and have implemented changes accordingly, allowing us to further improve service provision quality,” he added.
SEHA is committed to the development of a world-class healthcare system in Abu Dhabi, and has implemented a number of initiatives to achieve this goal. The company has already received several local and international awards in quality management, and has been recognised for consistency and excellence in several international forums.