July 2017

Universal Hospitals Where Quality Matters

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Accredited by Joint Commission International, the gold standard in global quality healthcare, and the winner of prestigious Sheikh Khalifa Excellence Award 2016 (SKEA), Universal Hospitals follows the principles of total quality management and continuous quality improvement, says Dr Shabeer Nellikode, Managing Director, Universal Hospitals, Abu Dhabi, in an interview with Elets News Network (ENN).

Q. What are the key healthcare services offered by your hospital? How do you ensure quality?

Universal Hospitals offers multispecialty tertiary care with medical expertise and technological capabilities at its core. The key healthcare services being offered include minimal access surgery, aeronautical and aerospace medicine, specialty clinics, treatment for high risk and critical cases, complex surgeries, recurrent, reconstructive and revision surgeries, non-invasive treatment for RF Ablation of thyroid tumours, liver tumours, kidney tumours, beningn thyroid nodules, lung tumours, etc.

The hospital also offers 24-hour emergency services, robotic pharmacy and advanced radiology services. We have a state-of-the-art laboratory and over 18 multispecialty departments with state-of-the-art facilities.

Universal Hospital is accredited by Joint Commission International, the gold standard in global quality healthcare and has also won the prestigious Sheikh Khalifa Excellence Award 2016 (SKEA 2016) for continuous improvement aimed at enhancing the competitiveness of the business sector in Abu Dhabi and the UAE.

We work on the principles of total quality management and continuous quality improvement.

We also empower patients and make them aware of their rights giving them a voice through complaints systems or patient satisfaction surveys, as well as publicising what patients can expect.

Q. How is Information Technology bringing efficiency to your operations?

Much like in any modern industry Information Technology is the critical back bone of the service delivery process. More so in the Healthcare space because no clinical decision can be made in real time if the right information is not available to the right care provider for the right patient in real time. Considering the importance of this we have taken the dual challenge of not only developing healthcare infrastructure but also developing Healthcare IT platform in house.

Our EMR has been created from scratch by an internal team and continues to get updated to current HIMSS standards on a daily basis. This has given us tremendous flexibility in modifying, shaping up business processes to meet changing regulatory needs. The recent announcement of shrinking the claim submission window to 24 hrs is such a regulatory shift. Because of our in house IT system we were able to meet this target without any major shift in business.

Further this gives us the flexibility to evolve to accommodate newer diagnostic modalities, newer care processes with seamless flexibility.

We have also gone ahead and developed our own ERP back bone with helps in business process restructuring to bring in lean principles in procurement and continuous quality improvement.

Q. Which innovations you seek to introduce in your hospital to improve healthcare delivery to patients?

Dedicating beds for end-of-life patients within a hospice inpatient unit, smart rehabilitation at home before and after surgery, post-operative pathways to meet individual need, patient centric approach to health and social care integration and adoption of robotic technology to improve patient car are some of the areas we are working on to improve healthcare delivery to patients.

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