Corniche Hospital, a 235-bed maternity health care center in Abu Dhabi, managed by Johns Hopkins Medicine International, is the first hospital in the SEHA HealthSystem to announce the launch a service excellence training program to improve both patient and employee satisfaction. The six-month, hospital-wide training, which was launched yesterday, April 19 is a result of knowledge transfer in which the Director of Patient Relations at Corniche Hospital, Dolly El Ghadban spent time at the Johns Hopkins Hospital in Baltimore USA learning about their service excellence model.
"The Service Excellence Training is an extremely important achievement for Corniche Hospital," says Lynda Mikalauskas, chief clinical officer, Corniche Hospital. "Excellent service, as a key component of high-quality health care, is widely regarded as a best practice at the world's top hospitals. Our patients judge us not only on clinical quality but on the quality of our customer service. Building on the Johns Hopkins Hospital experience, we will move forward and enhance our status as one of the premier health care facilities in the Gulf region."
One of the program's goals is to make staff members more aware of the importance of effective communication, high standards of conduct, rewards and recognition, and teamwork. The training will be mandatory for all hospital staff and will include courses such as How Do Patients Measure Our Services? and The Art of Apology.
"The Service Excellence Program is a great new way of working, interacting and thinking about our jobs and making sure that our patients are happy," says Dolly El Ghadban, the leader of the Service Excellence Training Program, Corniche Hospital. "It is imperative that we do everything we can to create a caring and safe environment for all our patients and for each other."
After completion of the service excellence training program, data will be collected from patients and employees to determine the program's success. The employees will be rewarded for excellence, or, in cases of customer dissatisfaction, will be eligible for additional training and counseling.
Corniche Hospital is part of the SEHA HealthSystem and is owned and operated by the Abu Dhabi Health Services Company (SEHA), which is responsible for the curative activities of all the public hospitals and clinics of the Emirate of Abu Dhabi, and is managed by Johns Hopkins Medicine International. A Joint Commission International-accredited health care facility, Al Corniche Hospital is the largest maternity hospital in the UAE. It provides facilities for more than 10,000 births and 216,000 outpatient visits a year.
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About Corniche Hospital
Corniche Hospital is a Joint Commission International-accredited health care facility. The largest maternity hospital in the UAE, it provides facilities for more than 10,000 births and 216,000 outpatient visits a year. Under a management agreement with Johns Hopkins Medicine International and SEHA in September 2008, a Johns Hopkins management team has day-to-day oversight of the 235-bed hospital.
Corniche is one of the three hospitals in the UAE under the management of the Baltimore, Md.-based JHI. Tawam Hospital, a 477-bed tertiary care facility in Al Ain, and Al Rahba Hospital, a 135-bed community facility just outside Abu Dhabi City, also are managed by Johns Hopkins Medicine International and are accredited by the Joint Commission International.
For further information, contact Amira Wali, Director of Public Health and Communications, at amiraw@cornichehospital.ae.
About SEHA
SEHA is health in Arabic. The Abu Dhabi Health Services Company -- whose corporate identity is SEHA -- is an independent, public joint stock company created to manage and develop the curative activities of the public hospitals and clinics of the Emirate of Abu Dhabi. SEHA is committed to providing quality, cost-effective health care on par with international standards measured through accessibility, affordability, choice and satisfaction. SEHA owns and operates 12 hospital facilities, 2,544 licensed beds, 62 primary health and ambulatory care clinics, 2 blood banks and an autism education center. SEHA is one of the largest employers in the region, with more than 16,500 employees. For further information, contact James S. Ferrier, corporate marketing manager, at jferrier@seha.ae or Salama Al Mazrouei, corporate marketing specialist, at smazrouei@seha.ae.
About Johns Hopkins Medicine International
Johns Hopkins Medicine International (JHI) facilitates the global development of the Johns Hopkins Medicine mission: to improve the health of the community and the world by setting the standard of excellence in medical education, research and clinical care.
As the international access point to thousands of Johns Hopkins experts in medicine, nursing, public health and health care administration, JHI coordinates treatment for out-of-town patients who travel to Baltimore and for local patients with limited English proficiency. It also provides services in hospital management, health care consulting and clinical education through strategic alliances and affiliations in the Middle East, Latin America, North America, Europe and Asia.
About Johns Hopkins Medicine
A more than $5 billion enterprise, Johns Hopkins Medicine unites physicians and scientists of the Johns Hopkins University School of Medicine with the organizations, health professionals and facilities of JHHS.
The mission of Johns Hopkins Medicine is to improve the health of the community and the world by setting the standard of excellence in medical education, research and clinical care. Diverse and inclusive, Johns Hopkins Medicine educates medical students, scientists, health care professionals and the public; conducts biomedical research; and provides patient-centered medicine to prevent, diagnose and treat human illness.
© Press Release 2010
