Introduction
Mafraq hospital was open in 1983 and is located in united Arab. Mafraq hospital provides services like medicine, obstetrics, paediatrics, as well as surgical and critical services. In addition, Mafraq hospital also provides training of physicians and nurses.
Mafraq hospital has been awarded for its quality services provided to its customers thus is the best company to use in these research paper to determine the quality process used by the companies in order to be awarded (Oosten 2008).
History of the Organisation
Mafraq hospital is located 35km southeast of the UAEs capital. It is located in a unique area in the intersection of the road. Mafraq is Arabic name which mean where the road crosses.
According to Oosten (2008) the meeting of the road ‎symbolises the conjunction of many nationalities working together to treat patients of all sex, ages ‎and walks of life from across the world. ‎
Mafraq hospital was established with the aim of providing the customer with services like medicine, critical services as well as surgical ‎. In addition, Mafraq hospital operate Abu health centre that operate burn unit which is also perform best in thoracic surgery.
Mafraq hospital is known for proving world class services. It also provides training to the physicians and nurses.
Literature Review
This research is based upon the review of a literature and information search that was carried out in the past. It mainly explores the company assessment that includes the achievements of the company, some certifications received and memberships.
Detailed analysis of the strengths of the company, detailed analysis of the areas for improvement of the company, detailed analysis of the site visit matters. In this research paper the case study will be Mafraq Hospital.
Achievements of the Mafraq hospital
Mafraq hospital management and staffs are always committed to provide quality healthcare and as resulted it is one of the credited UEA hospital. Mafraq hospital has been honoured with several awards.
In 2011 Mafraq hospital was awarded with Diamond Sheikh Khalifa Excellent Award (SKEA) due to quality services it provided it was also being recognised by SEHA for its dedication in implementing the EFQH model which aims to provide institution culture.
Mafraq hospital has been able to open and corporate many clinic in the area. This has enabled it to compete with its competitors successful and thus increasing its market share.
Mafraq hospital has been able to introduce customer care unit which has enable it to provide quality services to its customer. Through the customer care unit Mafraq is able to know what the customer want and what they need to improve.
In the year 2011, Dr.Mondy Hammad of Mafraq hospital won prestigious Arab Health Award. He and his team we appointed from over 190 submissions from 16 countries. All this is justification of the achievement of the Mafraq hospital.
Establishment
Mafraq hospital operates an Abu health services which is concerned with curative activities of the clinics and public hospital of the Emirate. It is identified that Mafraq will open another advanced hospital in 2014 which aimed to provide services to its customers.
These is meant to reach all the people as the new hospital will have more facilities and of new technology. The new hospital will serve as community hospital to provide quality services to the Abu Dhabi which is one of the fastest growing areas.
Services of the Mafraq Hospital
Mafraq hospital has trained staffs that provide consultant’s services to its customers. From the research done shows that many patients have been coming to access consultant services in Mafraq hospital
Mafraq hospital also provides services like medicine, obstetrics, paediatrics, as well as surgical ‎and critical services. In addition, Mafraq hospital also provides training of physicians and nurses. This has helped the Mafraq hospital to improve the health of the community.
Mafraq hospital also operates the Neonatal Intensive Care Unit (NICU).
Identification of Stakeholders Need
The Mafraq hospital has established the channel through which the policies of the organisation are communicated to the stakeholder. These channels help the management to provide the quality services to the customers.
It also established the means of collecting the information to the customers. These help the management of the Mafraq hospital to focus on the overall goal of the organisation.
Mafraq hospital has established customer care unit and Mafraq ambassador. This has helped the management to determine the customer needs which help them to improve their services.
Customer care unit has also helped to predict the future demand of the services of the Mafraq hospital. These help them to determine when to open a new branch to bring services closer to the customers. The customer care unit has also helped the Mafraq hospital to increase the market share of the company.
Mafraq hospital has also complied with all the state policy. This has enabled the customers and the employees to enjoy full protection by the state policy.
Capability of Mafraq dependent upon balancing and satisfying the needs of all relevant stakeholders, like employees, customers, suppliers, investors and society in general. Business excellence models have provided framework that enabled the Mafraq hospital to alter its process and operations in the most effective way.
Strength of Identification Stakeholders
Strengths
Site Visit Subjects
Based on the Understanding of Stakeholder
Capabilities
In order to establish the stakeholders need, its performance the Mafraq hospital management used the following tools to collect the data.
SWOT
The employees of the Mafraq hospital provide the best expertise than their competitor. This has created more confidence to the customers which on the other hand lead to the increase meant of the market share of the company.
In addition, Mafraq hospital is located in a cross road where every person is capable to access. Its unique location has enabled the Mafraq hospital to increase the market share.
Mafraq hospital has the opportunity of using the modern technology to improve its services. Management of the Mafraq hospital must use digital technology in order to take the advantage of the other competitors in the region.
Some of the competitors of the Mafraq hospital have closed down their business due to the introduction of the new policy by the government. Therefore, the management of the Mafraq hospital must take that opportunity and increase its market share.
One of the treat of the Mafraq hospital is the change of the insurance policy. Due to change in the insurance policy patient may be paid less by the insurance company, while other may not be paid all by them.
Another threat is the increase of the new hospital in the region which decreases the demand of medical service. There is also loss of the popularity in the region due to increase in the number of the new hospitals
Insurance changes also may threaten your hospital, because you may have to drop some providers, while others may simply pay less so patients are less likely to seek medical care.
Additionally, a new hospital in the area, decreased demand for medical services in your city, and a loss of population in the community all may serve as threats for your business.
Strategy Development
Mafraq hospital has Strategy that offers helpful information and provide the management with clear answers for the most common questions regarding Mafraq hospital current level of excellence in terms of its strengths and areas of improvement on the basis of which top management make their decisions and assist the organisation in choosing the right strategy to move forward.
Mafraq hospital is taking help of different quality awards for strategy development purposes, as well as for enhancing their competitive position in the global market.
The management of the Mafraq has established the training program for its employees. This has helped to ensure that all the employees are competent and can provide quality services to its customers.
In addition, the management has established the customer care unit to ensure the need of the customer is meet.
Strength of Strategy Development
Implementation of the Policy
Strategy Communication
Mafraq hospital normally communicates its strategy through providing quality services to the customers. They also communicate its strategy through involving the stakeholder in the meeting in which those strategies are structured. They also communicate they strategy through briefings on specific policy areas.
Mafraq hospital normally conducts customer interviews in order to identify the need of the customers. They have also established customer care unit and Mafraq Ambassadors unit which are responsible for Customer Care which encompasses areas of a more clinical nature processes and the services we offer.
Analysis of the Strengths of the Mafraq Hospital
Mafraq hospital has established a program where they train their entire employee on consultant services so they are all the ambassadors of the Mafraq hospital. They are trained on how to give respect to the patient privacy; they are also trained on how to understand the patient needs. They are also trained the communication skills to be able to communicate with patient well.
Mafraq hospital normally conducts customer interviews in order to identify the need of the customers. They have also established customer care unit and Mafraq Ambassadors unit which are responsible for Customer Care which encompasses areas of a more clinical nature processes and the services we offer.
During the research respondents were asked if their top management were committed and supportive throughout the exercise. Almost all of the respondents were satisfied with the commitment, support and ownership levels of their top management.
It was found that these organisations aimed either to improve their existing processes or to benchmark with best practices. They have selected the self assessment methodology which has already been tried and proven to be successful by them (Basu 2004)
Mafraq hospital is involving employee at all levels, which will not only result in a smooth conduction of the process but also in achievement of desired results. In this survey an attempt was made to ask the respondents if the self assessment carried out at their organisations enabled employees at all the levels to participate and get involved in the process.
Training is an activity which helps in enhancing the knowledge and skill levels of the individuals. Training is an essential part of every business excellence initiative and without which no improvement is possible. Mafraq hospital has provided its employee with training that has contributed in the achievement of it’s a ward.
Analysis of the Areas for Improvement of the Mafraq Hospital
There is need for the management of the Mafraq hospital to increase the number of the support staff. From the research done shows that there is shortage of the support staff that leads to insufficient use of professional services. Mafraq hospital must improve its data correction method. These is aim at improving the decision making.
The management of the Mafraq hospital must develop strategies and rules of its stakeholder to track the changes and their needs as well. The management of the Mafraq must develop a mean of marketing their service so that they can create awareness to people
Mafraq hospital must implement the action plan. Implementing the action plan will enable the Mafraq hospital to achieve the organisation goal. In addition, implementing the action plan will enable the Mafraq hospital to meet the international standards that are used as base for determining who will be awarded.
Mafraq hospital must incorporate the concept of total quality in the determination, communication, implementation, review and improvement of its policy & strategy. These will help the staffs to work in accordance with international standard thus increasing the chance of continue being rewarded.
There is also Lack of Commitment and Enthusiasm by the top management and objectives and expectations not properly communicated to the staff. And finally, Results not reflected in the future planning
Methodology Used
In this research two methodologies are use. First the internal affairs of the company are involved and the external affairs also evaluated.
The internal affair look here is how the management used the training of employees to improve it services to the customer. External affairs looked the way the Mafraq hospital is affected by the government policy.
Recommendations
Increase employee’s involvement. All the employees should be communicated the actual rational and objectives of the Mafraq hospital activity which will also help them in determining what is actually expected out of them.
Mafraq hospital management must establish Proper training for the methodology to be adopted and performance based rewards will result in increased levels of employee’s certification.
The top management of the Mafraq hospital should be positive and must keep a faith in the activity and its desired results. It is also expected from the top management to make their clear expectations from the process and communicate them to the lower levels.
These will help in creating team work within Mafraq hospital and hence meeting the international standard set.
Training helps in enhancing the current skills, knowledge and capacity levels of the individuals. Like any other process, self assessment requires a great deal of training and capacity development on the part of staff. This training should be focused to business excellence in general and to the selected methodology in specific.
Training for self assessment should help the trainees to understand the scoring mechanism, comparison methods, process documentation, team work etc. All this will ensure the success of a self assessment activity and will help the Mafraq hospital members to get prepared for the future challenges in their journey of winning awards.
Cross departmental integration should be encourages in Mafraq hospital in order to ensure future reward. It will not only result in organisational synergy but also will allow constant and valuable inputs for the self-assessment.
Furthermore, it will help in enchasing the level of employee involvement, team building and eventually an effective utilisation of the self-assessment results.
Process documentation is very helpful in understanding the process, identifying the actual loop holes, tracking record of the exercise and for future referencing as well.
Use of different computer packages and process mapping will ensure a successful process documentation which will ultimately result in a getting the most out of a self-assessment process.
Conclusion
Strategy is an approach that is basically used in Mafraq hospital with the criteria of an excellence model or award in order to deliver improvements in quality and performance of an organization. These improvements are grounded on actions plans that take place after the implementing strategy which concludes in a points score.
Organizations have to take under consideration some aspects or factors in order to implement successfully strategy, since there are several critical success factors and, on the other hand, some difficulties with self-assessment process that must be avoided.
Last but not least, strategy seems to be a tool that can create the opportunity for benchmarking and knowledge transfer.
Referencing List
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