Abu Dhabi Health Services Company PJSC (SEHA) Continues To Achieve High Patient Satisfaction Ratings

Latest assessment during 2010 sees overall improvements in inpatient, outpatient and emergency services from public healthcare facilities

Abu Dhabi Health Services Company PJSC (SEHA) has announced the latest results from its 2010 Patient Satisfaction Survey in which 11,500 patients gave detailed testimonials of their most recent experiences in the emirate’s public healthcare system. The third-party organization GRMC Advisory Services was commissioned to administer the survey earlier this year at participating SEHA hospitals and primary healthcare centers.

It is the third annual survey done by SEHA as part of a campaign to ensure that the organization’s work is quickly and effectively meeting the needs of an ever growing Abu Dhabi public. The survey involved quantitative questionnaires based on inpatient, outpatient, and emergency services offered by Abu Dhabi’s largest healthcare company.

A total of nine SEHA facilities were involved in this year’s survey, collectively earning a satisfaction rating of nearly 86% across the board—a positive advancement from the 2009 numbers. In addition, all three of the areas measured—inpatient, outpatient and accident & emergency services—saw higher ratings in 2010 compared to the previous year. The specifics of the survey revealed inpatient departments earning the highest ratings, followed by outpatient departments and accident & emergency services.

“Excellent organizations are consistently good because they never stop trying to do better,” comments H.E. Saif Bader Al Qubaisi, Chairman and Managing Director of SEHA. “While we are pleased with these scores in many areas, we must continue to strive for improvement if we are to achieve our vision of providing communities with world-class healthcare services.”

SEHA reports seeing some 5 million patients annually, retaining a market share of nearly 80% of Abu Dhabi’s inpatient admissions and about 60% of its outpatient visits. The facilities highlighted in this most recent survey include: Madinat Zayed Hospital, SKMC, Al Rahba Hospital, Corniche Hospital, Tawam Hospital, Al Mafraq Hospital, Al Ain Hospital, Mirfa Hospital and Ghayathi Hospital.

According to Carl Stanifer, CEO of SEHA, organizations in the healthcare industry have to earn their recognition from a very sophisticated and demanding public. “Our mission calls on us to continually improve patient care in Abu Dhabi, aligning our work to the highest international standards,” says Stanifer. “The public’s expectations are extremely important to us, and to see incremental gains through this survey program is very gratifying to all our staff and partners.”

Inpatient services will be a key area of focus for SEHA in the future as the organization seeks to expand the SEHA HealthSystem. Two major development projects are currently underway involving the redevelopment of SEHA’s Al Mafraq Hospital and Al Ain Hospital with new, state-of-the-art facilities by 2013.

Clyde Eder, Chief Operating Officer at SEHA, oversees the operations of such facilities. “There are certain issues—such as parking and waiting times—which often require long-term restructuring, and at some of our facilities these issues still need more attention,” comments Eder. “We do however, see increased satisfaction in customer service and greater acceptance of our new appointment systems to mitigate waiting times.”

“We now compete with the private sector as insurance companies give people a choice between various healthcare providers,” adds Stanifer. “A more discerning public makes you work harder, and that in the end is good for our customers.”

During the Arab Health Innovation and Achievement Awards earlier this year, SEHA facilities were honored with an astonishing four out of the eight regional awards presented at the forum, including the “Excellence in Patient Centered Care Award” which went to Corniche Hospital.

SEHA operates a total of 12 hospitals, 62 ambulatory and primary healthcare clinics, and two blood banks in Abu Dhabi.
 

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