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The 1st GCC Patient Experience Summit Kicks Off in Abu Dhabi |
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Focusing on transforming patient experience through empathy and engagement, the 1st GCC Patient Experience Summit commenced today at the Dusit Thani Hotel in Abu Dhabi, UAE. Endorsed by the Health Authority – Abu Dhabi (HAAD), the event is chaired by Dr. Samer Ellahham, Chief Quality Officer and Senior Cardiovascular Consultant at Sheikh Khalifa Medical City. Setting the tone for the summit, Dr Ali Al-Azzawi opened the event on how a healthy dose of happiness is important for a healthy lifestyle. Al-Azzawi elaborated about Dubai’s Happiness Agenda and the scientific basis and framework behind its implementation. The morning session also witnessed a panel discussion by leading healthcare experts discussing on topics covering patient experience across the continuum of care and synchronizing leadership efforts for operational and clinical excellence. Leading the panel was Dr. Asma Ibrahim Al Mannael, Director Healthcare Quality Division at HAAD along with Dr. Mohaymen Abdelghany (Al Zahra Hospital), Seema Shetty (NMC Healthcare), Gary Petersen (American Hospital Dubai) and Khalid AlAli (King Abdullah bin Abdulaziz University Hospital). Elaborating further on the Health Authority Abu Dhabi(HAAD) role in patient experience, Salama Al Hameli, Senior Analyst, Oncology & Monitoring presented HAAD’s strategy for the next 5 years, Abu Dhabi’s Quality Index and framework approach and the model of quality assurance and monitoring that could be implemented across the UAE in achieving high value care. The audience also heard case studies from Dr. Abdelghany and Dr. Ali Asery on best practices adopted for a multicultural patient portfolio at at Al Zahra Hospital Dubai and the patient experiences initiatives at King Fahad Medical City respectively. Amana Healthcare, who specialize in the treatment of long-term care of the medically complex patient, delivered a join presentation wherein Maryam Khamis Zayed AlAli, a long term care patient with the centre gave a first hand account of her healthcare journey. During the summit, focus was also shed on the role of technology in improving clinical care and the increased efficiency of the hospital towards the patient; where Jan Friis spoke about how technology can support distributed awareness in the hospital environment, Jonathan Lofthouse elaborated on delivering financial efficiency through self-service technology. The first day of the event drew to a close with a Digital Revolution Panel on the impact of digital applications in patient experience and healthcare delivery with Dr. Malek Almoosa, Dr. Gregory John Raglow and Mukta Arora as panelists. The summit tomorrow will open with a Visionary Panel on future patient experience road-map which will debate upon the big picture of patient-centric trends. Panelists will include Dr. Layla Al-Marzouqi, Director of Medical Tourism Council at Dubai Health Authority, Dr. Ali T. Asery, Executive Director – Patient Experience at King Fahad Medical City, Lamees Al Haj, Service Excellence Officer at the American Hospital in Dubai, Dana Kassissieh, Senior Director, Administrative Affairs & Patient Experience at the Cleveland Clinic in Abu Dhabi along with Yousri Nasouh Abdel Hadi, Founder & President of the National Society for Therapeutic Safety. Sessions tomorrow will cover topics on patient experience as a catalyst for making Dubai a medical tourism hub; the value and impact of accreditation; social media and its role in patient loyalty and a cross industry dialogue on customer experience and the lessons from other industry verticals that can be imbibed in the healthcare infrastructure. Service providers Healthpoint and Oneview will also present on tools available to engage and improve patient satisfaction and the need for a platform solution that spans across all touch-points between patient and clinic. Hosting over 30 speakers and panelists, the event is sponsored by Cleveland Clinic Abu Dhabi, Amana Healthcare, Healthpoint, Oneview, Getinge, OCSHI, Ernst & Young, Health Links, NMG Solutions and Lincor. |
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