The Abu Dhabi Health Services Company (SEHA), after the successes achieved in previous sessions, is set to launch the fifth session of its Mas’ool initiative. During the next session, direct meetings will be organised between patients, their families and officials from SEHA and its health facilities.
SEHA Dialysis Centre will participate for the first time in this year’s Mas’ool initiative and there will be five meetings. The first sitting will take place on Wednesday, March 20th at all SEHA health facilities including SEHA Dialysis Centre. The next meeting is scheduled for Wednesday, March 27th with special needs patients, while the third meet will be with home care patients on April 3rd.
Besides SEHA Dialysis Centre, Sheikh Khalifa Medical City (SKMC), Mafraq Hospital, Al Rahba Hospital, Corniche Hospital, Al Ain Hospital, Tawam Hospital, and some of Al Gharbia hospitals, and Ambulatory Healthcare Services (AHS) will also participate in Mas’ool initiative.
In his comments, Khalifa Al-Ketbi, SEHA Group Deputy Chief of Operations, SEHA, said, “The Mas’ool initiative aims at enhancing communication between SEHA hospitals and its health facilities on one hand and between patients and Abu Dhabi residents on the other. SEHA officials are keen to understand the needs of patients and listen to their views and ideas that help decision-makers at SEHA to build a high-level model of health services that cater to the needs of the patients and live up to their expectations.”
He said, “These meetings provide opportunities to patients and their families, access to the person in charge in an immediate and effective manner. They would deliver their ideas, suggestions and complaints (if any) in all frankness and transparency. This strengthens the role of community members as true partners to enable SEHA achieve excellence from the perspective of the public.”
Moreover, Al Kaetbi added, “While these meets help the public learn more about SEHA health facilities system, its services and future plans, they also ultimately help us upgrade our services being extended to the patients to their fullest satisfaction.”
SEHA launched the Mas’ool initiative in 2011, which achieved positive results that benefited members of the public.
After the completion of direct meetings between hospital officials and their audience, each hospital sends report to SEHA’s Customer Service and Care Management that includes the number of complaints received and action taken or to be taken by the management.
A discussion is also held on all topics raised and actions taken regarding problems faced by the patients at the hospital, suggesting SEHA’s Management to follow up on the basis of report and get updates from hospitals about each plan or procedure.
It is worth mentioning that the first session of the Mas’ool initiative, launched on September 13, 2011, was attended by 455 people from all hospitals, followed by 675 people in the second initiative, which was launched on December 20, 2011, then 730 people participated in the third initiative, and the fourth one attracted nearly 880 attendees.
SEHA is committed to the development of a world-class health care system in Abu Dhabi. The company recognises that excellence requires transparency and an ethos of regular feedback from stakeholders and patients. This new outreach initiative branded as ‘Mas’ool’ is an attempt to create open yet informal channels of communication with customers who are directly impacted by health care provision standards. Through this initiative, SEHA and its facilities aim at establishing clear channels that contribute to the recognition of people's feedback objectively in order to ensure that stakeholder and customer opinions are given great attention.
These meetings take place in an informal atmosphere, during which patients and their families are given the opportunity to interact directly with decision-makers and officials at SEHA hospitals to assess their performance and identify their views on the health care they receive.