SEHA HealthSystem Corporate

Clinical Affairs

  • The division led an integrated and comprehensive system review program to set the baseline for the clinical services and standards of care guiding SEHA’s quality improvement program.
  • A set of clinical quality and patient safety measures was developed and implemented to standardize quality and patient safety measurement in SEHA hospitals.
  • Development of clinical standards included completion of new UAE organ transplant guidelines and completion of medical by-laws (now awaiting approval).
  • Expansion of clinical services includes:
    • The region’s first single port gastric bypass surgery for morbid obesity (Tawam Minimally Invasive Surgery Services)
    • The Middle East’s first middle ear implant (Mafraq Hospital Surgery Department – ENT Division) receiving an Arab Health Award for 2010
    • The first SEHA facility to introduce intra-vitreous injection of anti-vascular endothelial growth factor (for treating retinopathy of prematurity) in addition to laser surgery offered to neonates with RoP (Mafraq Hospital Ophthalmology Department)
    • First hospital in UAE to offer a 24-hour thrombolysis service with guidelines (Mafraq Hospital Medicine Department – Neurology Division)
  • SEHA and the SEHA HealthSystem were awarded ‘Best Healing Environment’ at the 2010 Hospital Build Exhibition in Dubai, which also rated the Mafraq Project as ‘Best Sustainable Project Hospital’. The Al Ain project received a Highly Commended award for ‘Best Hospital Design (Future and Built)’.
  • In conjunction with the Accreditation Council for Graduate Medical Education (ACGME), initiated a system to review, develop, and upgrade SEHA residency programs to seek international accreditation.
  • A robust framework for management of sentinel events has been established, supported by an official SEHA Sentinel Event Policy.
  • Restructuring of the Clinical Complaints Management process was supported by close collaboration with the Customer Care Departments at Corporate and BE level.
  • A memorandum of understanding was signed with Dubai Pharmacy College to train pharmacy students in SEHA facilities, with the first batch allocated to Mafraq, Tawam, and SKMC.
  • In delivering superior operational execution, Clinical Affairs led compliance with ISO 9001:2008 Quality Management Systems (QMS) standards and qualified the surveillance audit.
  • Development of clinical standards and guidelines included completion of the new UAE organ transplant guidelines.
  • Adoption of CAP (College of American Pathologists) Laboratory Accreditation brings an internationally recognized program to SEHA that is designed to go well beyond regulatory compliance and helps laboratories achieve the highest standards of excellence.
  • Corniche Hospital achieved JCI re-accreditation, a significant achievement in improving quality of care in line with international standards.
  • Tawam Hospital won ‘Excellence in Laboratory Services’ and SEHA received ‘Excellence in Hospital Emergency Department’ at the Arab Health Awards.

Operations Division

  • Plans for the Customer Care Business Entity (BE) rollout were reviewed and approved, and implementation verified at each BE.
  • All BEs’ annual 2011 business plans were reviewed. Business plans for 2011 are currently at final draft stage.
  • Developed system to track all BE licensing and JCI progress and to follow up action plans.
  • Reviewed BE disaster plans and strategies.
  • A new structured Quarterly Operations Review cycle measures each facility’s operational performance, while the new Productivity Management Program includes standards development, data analysis, committee preparation and facilitation, and Anthem integration.
  • A pilot ‘Physician Pay For Performance’ (PPFP) program was developed in 2010 and implementation is planned in 2011 to improve physician productivity and revenue generation.
  • Special Events Medical Support Management has included oversight of important Abu Dhabi events including the Abu Dhabi Grand Prix, FIFA Cup, GCC Meeting, and the visit of Her Majesty Queen Elizabeth.
  • A new program reduces medical waste across the system by 5.0 percent compared to 2009 and will be followed up with all BEs.

SEHA Corporate

  • The third Annual Retreat of SEHA corporate leadership was followed by two strategic alignment conferences that included leaders from Corporate and all BEs. The purpose was to review and finalize the five-year strategic plan that will provide the foundation for achieving world-class healthcare in Abu Dhabi.
  • In accordance with Management Service Agreements, quarterly Joint Service Review meetings reviewed performance criteria and assessed performance of BEs to provide ongoing communication and guidance. Quarterly meetings of the Steering Committees were also held to review overall BE activities, assess performance, and provide communication and guidance.

Information Technology and Services Division

  • Improvements to revenue cycle management included a GP 10 Upgrade, moving to Injazat Data Center, setting up KEH-Link for HA-AD e-claims and resubmission, and Cerner integration with billing and electronic remittance advices.
  • Budget planning reduced expenses by centralizing selected initiatives.
  • Completion of Phase I of the Business Intelligence project included ERP feeds, general statistics definition, data validation, financial analytics, productivity workgroups, daily indicators, and e-claims.
  • Extensive progress was made in the integration of Oracle GL to financial analytics included.
  • The first phase of Oracle ERP implementation saw deployment in the Al Gharbia medical region and Mafraq.
  • Revenue cycle enhancement to improve collection and accounts receivable included implementation of Insurance and Payment Master (Multi-payor, Plan Codes, and Self-pay), eClaims at invoice level, upgraded accounts receivable functionality, and IRDRG-enabled billing.

Human Resources

  • The HR Pay and Policy project is unifying administrative and clinical job titles and descriptions across SEHA facilities as well as creating a new grading structure.
  • The iPerform performance management system was initiated and uploaded to the SEHA intranet and Oracle systems.
  • The Emirates ID card process was completed for employees at SEHA Corporate and Corniche Hospital, and is under way at SKMC.
  • The Scholarship Program approved 25 physicians and technicians for post-graduate studies overseas.
  • In-house training in behavior competencies for SEHA senior staff took place in the second half of the year when 12 senior staff from HR and BEs joined the program for the Diploma and Certificate in Human Resources Practice (CIPD), and two groups of 30 from BEs and HR joined the ‘Certificate in HR Practice’ program.
  • All HR services were automated through the Oracle system and SEHA HQ and HR now have a clear and effective on-boarding process for new employees.
  • HR has successfully implemented the new Emiratization plan at HQ with three new programs – Edad, Tamayoz, and Naqla. KPIs have been set for the next five years for enhancing Emiratization at administrative, clinical, and senior positions.


  • The department evaluated current SEHA procurement and services policies and procedures, benchmarked against organizations in the same field. Drafted requirements in RFP format, communicated to appropriate suppliers, and adjudicated received offers.
  • Key performance indicators have been defined for contracted pharmaceuticals vendors against which critical success factors will be assessed.
  • A new electronic tendering system covers the end-to-end process from the publishing of requirements through to the placing of the contract, and includes the exchange of all relevant documents in electronic format. SEHA E-bidding system is packaged with evaluation tools that assist in comparing quotations from suppliers so as to select the best value bid.
  • Cost savings and increased efficiency flow from replacing the manual paper-based tender procedures by electronic-facilitated system, leading to reduced tender cycle-time and faster and more accurate evaluation and qualification.

Corporate Finance

  • A revenue cycle contract management system was tendered and Concuity selected for insurance in a multi-payer environment.
  • Plan codes and financial classes were defined and implemented as part of the move to a multi-payer environment.
  • SEHA’s overall 2011 planning and budgeting process has been defined and executed through a planning calendar, with all related planning materials.
  • New DRG (Diagnosis Related Group) billing and reimbursement requirements were implemented for the Daman Basic product effective August, 2010 and for the Thiqa product from November.
  • SEHA Heads of Agreement (HoA) Implementation Plan was developed to drive and facilitate SEHA’s execution of its key commitments related to the agreed overall Abu Dhabi healthcare financing strategy.
  • Initial SEHA Future Revenue Cycle Management (RCM) Solution Roadmap was defined and presented to the SEHA Future RCM Steering Committee. Project Plan for implementation of a consumption-based Charge Description Master (CDM) was finalized and kicked off as a key component of the SEHA Future RCM Solution.
  • An application package was developed for additional non-activity based funded mandates and submitted to HA-AD for approval.

Facilities and Construction Division

  • Completed planning and concept design of the new Sheikh Khalifa Medical City, merging the services of Corniche Hospital.
  • Completed and issued the tender document for Al Ain Hospital. Completed tender and allied documentation with contractors for the nine clinics.
  • Completed concept design for prevention and screening centers in Abu Dhabi and Mussafah.
  • Completed clinic renovation and upgrade at Corniche Women’s Health Center.
  • Completed a state-of-the-art Ambulatory Healthcare Clinic at Madinat Zayed to meet the increasing demand and to provide better healthcare in the Western Region.
  • Completed expansion and modification of Mafraq ER to improve the services and increase capacity.
  • Completed Al Rahba master plan and beginning work on ICU, NICU, and ER expansion to meet the increasing demand and improve the facilities.
  • Completed design and enabling works for the new Mafraq Hospital.
  • Completed enabling works for the new Al Ain Hospital as well as construction of the temporary administration building. Executive Council approval is awaited to begin the main works and award the construction contract.
  • Madinat Zayed Clinic has been handed over to Gharbia Region operators and the contract awarded for Ambulatory Clinics Phase I, with completion scheduled for the first quarter 2013. Ambulatory Clinics Phase II is now in design phase.
  • The move to new SEHA Headquarters is planned for the first quarter of 2011.
  • Corniche Women’s Health Center at Al Rawda has been handed over to the operators, and Madinat Zayed Hospital expansion is 80 percent complete.
  • Construction of the new Mafraq Dialysis Center is on schedule for completion in the third quarter of 2011.
  • Special Security Hospital has completed preliminary design. The 125-bed hospital is intended to serve the needs of prisoners and police detainees who need medical care in a secure environment. Completion is scheduled for the first quarter of 2012.
  • Concept design has been completed for the new Rehabilitation Center as well as the medical program and 80 percent of fence work.
  • Preliminary design is complete for Disease Prevention Screening Centers in Abu Dhabi and Mussafah.
  • The contractor has been appointed for renovation of VIP Royal Suites at SKMC, and renovation and modification completed at the old Baniyas Clinic.