Annual Report 2012


Finance Division

  • Executed final approved MSA Agreement with Dell for management of SEHA Central Business Office and all related SEHA Revenue Cycle Management Services.
  • Completed initial set-up and migration phases of the Dell MSA Agreement and RCMS assumption of operational control of all SEHA RCM functions, activities, and personnel.
  • Defined SEHA 2013 planning process/calendar (planning and budgeting) and provided all planning materials and instructions.
  • Went live on Cerner electronic eligibility and benefits management modules at all SEHA facilities.
  • Completed initial assessment/design work for the SEHA Automated Budgeting Solution (Oracle/Hyperion) for pilot locations, obtained Hyperion Workgroup and BE Power Users sign-off on the System Design Document, and began key user training at all BEs.
  • Revised SEHA Oracle Chart of Accounts (COA) in line with service lines and productivity reporting.
  • Completed 2013 budget for initial submission to DoF, HAAD, and GSEC.
  • Revenue cycle management setup and migration completed; separate BE/budget effective January, 2013.
  • 2013 budget cycle completed.
  • Host to host payment processing initiated.

Clinical Affairs and HealthSystem Service

  • Reporting incidents through the Patient Safety Network (PSN) became mandatory from January 1, 2012.
  • Initiatives to reduce mortality include:
    • IHI Mortality Tool: implemented across all BEs to assist in measuring and analyzing mortality rate and to identify opportunities for improvement.
    • Early Warning Systems (EWS): Taskforce set up. System triggers clinician response and/or rapid response teams (RRTs) to respond before patients experience an adverse or catastrophic event.
    • Morbidity and Mortality Framework Proposal: M&M Taskforce set up and proposal developed to standardize methodology and implement peer reviews across SEHA BEs.
  • First phase of the Comprehensive Unit-based Safety Program (CUSP) and Reducing Central Line Bloodstream infections (CLABSI) initiated for all ICUs.
  • Funds secured and plans developed to automate Clinical Quality indicators using Cerner, PSN, etc.
  • George Washington University programs for SEHA graduating residents were created.
  • SEHA is restructuring its clinical services delivery model to an integrated population-based service line approach which addresses the needs of a patient throughout the continuum of care.
  • Established seven Service Lines and five Clinical Shared Service Councils.
  • Service mapping with volume analysis completed to establish standard, regional, and centralized services: Pediatrics, Orthopedics, Ob Gyn/Women’s Health, Heart & Vascular, Neurosurgery.
  • Service integration opportunities identified: Pediatrics, Heart & Vascular, Orthopedics, Neurosurgery, Laboratory, and Radiology.
  • Laboratory Business Entity being established.
  • Established Nursing Competency Task Force and developed standardized core nursing competencies with specialty competencies currently in development.
  • From Q1, 2013 SEHA will have the assistance of two world leaders to help SEHA define its proposition: Richard Granger (ex-Director General of NHS) and Prof S. Yunkap Kwankam (ex-Manager of eHealth from WHO).

Supply Chain Department

  • Implementation of Pharma KPIs now included in new contracts to raise supplier awareness of minimum acceptable standards.
  • Oracle i-Supplier implemented at SEHA Corporate and Business Entities, enabling more effective communication between suppliers and BEs.
  • Online bidding system for pharmaceuticals tenders provides a detailed technical assessment tool to evaluate bids and integrate physicians’ and procurement expertise with that of end-users.
  • Online bidding has improved vendor performance, quality, and consistent supply of medications.
  • Pharmaceutical tenders include the different UAE plans available to beneficiaries (Abu Dhabi basic plan, Thiqa, enhanced, advanced, etc).
  • Improved vendors’ performance and quality and consistency of medication supplies.
  • Continuous updates on HA-AD formulary drug list are reflected on centralized contracts so as to smooth the buying process at the hospitals and assure patient access to medications.
  • Medications selection criteria based on legislation and Ministry of Health regulations standardized by SEHA procurement and pharmaceuticals professionals to meet World Health Organization and UK National Health Service specifications.
  • Suppliers’ handbook distributed to assist them with procurement process, responsibilities, and standard source selection methods.
  • Unified RFP templates have been established for all BEs general services: security, catering, transportation, and cleaning.
  • Introduction and implementation of Supply Chain Operations KPIs for SEHA BEs enable more accurate performance and efficiency.

Human Resources

  • After two years’ continuous work, completed and implemented the Human Resources Transformational Project which aimed to recreate and restructure HR policies and practices.
  • As a result, more than 2,000 administrative roles have been reduced to 400; target positions have been identified for Emiratization; each job is graded in a consistent manner and has one grade; and four pay scales have been defined – corporate, admin, clinical, and physicians.
  • Emiratization exceeded the overall target of 19%.
  • Revision of the HR Policy Manual provides clear directions for decision-making, and guides employees on procedures, supported by policy awareness sessions for each department.
  • Employee engagement surveys are being conducted annually for five years, to understand the critical factors and help improve ‘Employer of Choice’ policies and programs.
  • Completed all KPIs required by Executive Council for 2012.
  • 541 Intelaqa group employees confirmed on permanent position, representing 86% of initial 2011 start number.
  • Four students graduated from the Master’s degree program at SEHA Group 1 and two more HR professionals passed the Chartered Institute for Personnel Development program, bringing the total to 25.
  • A memorandum has been signed with Fatima College and Abu Dhabi Tawteen Council for sponsoring 133 students in clinical fields.
  • The new Muhakat program focuses on promoting healthcare careers to students at high schools and first year colleges and universities. Students spend a day shadowing doctors, nurses, and allied healthcare employees. So far, 97 students have been taken through this program.

Information Technology

  • Malaffi project went live with single page document scanning during registration at AHS clinics.
  • Succeeded in centralizing Corniche Hospital despite original limitations in telecoms services. Corniche now joins other SEHA BEs in having a centralized wide area network.
  • Cerner Patient Accounting is now live at Mafraq Hospital, and integration testing is under way across the entire SEHA organization. This project is also scheduled to go live enterprise-wide during Q1, 2013. IT end-user training for patient access and business office staff is taking place.
  • The project will deliver fully integrated and automated revenue cycle management (RCM) solution, enabling streamlined and standardized work flows with the RCMS business office at Mafraq.
  • The AXA and SAICO patient accounting and e-claims projects are now live in Cerner systems as the newest insurers partnered with SEHA. This will contribute to generating additional revenue streams.
  • Critical Care Application with Bedside Medical Device Integration (BMDI) now live at all facilities except AGH.
  • Anesthesia Application with BMDIs – all facilities except AGH.
  • Positive Patient ID (PPID)/Closed Loop Meds Administration – Corniche (pilot mode), Madinat Zayed (all nursing units), Tawam (pilot mode), Al Ain (pilot mode).
  • Established agreement with HA-AD to incorporate HA-AD website data collection requirements into Malaffi clinicians’ workflow.
  • eHealth is the delivery of services to the patient over internet technologies: work in progress to document the return on investment and benefits to SEHA for various eHealth initiatives.

Acute Care Services

  • Developed a costing function/business unit within Corporate Operations; analyzed five specialty services areas defined by HA-AD for four major hospitals.
  • Implemented new departmental structure in SEHA financial system software (Oracle).
  • Received approval to begin the Executive Dashboard program. Launched a pilot project to automate departmental productivity reports.
  • Planning phase of automated patient transfer request completed.
  • Exceeded the 1,000 targeted trainees for the Basic Disaster course, with more than 3,500 enrolments achieved.
  • Almost all quarterly targets for 2012 preparedness index were met through a structured field audit and drills assessment.
  • Mobilized 12 specialties across the Western, Eastern, and Middle Regions under the Absher Doctors initiative. The physicians treated 2,387 patients in their communities who would otherwise have had to travel to receive care.
  • The enterprise-wide patient survey collected more than 30,870 responses and provides management with robust reporting and a ‘pulse’ on customer experience.
  • The Mas’ool Town Halls continue to receive participation from the community. Meetings sponsored by Al Ain, Tawam, Al Rahba, AHS, held at SKMC, Corniche, Mafraq, Gharbia Hospitals: Sila, Mirfa, Madinat Zayed, Ghiathy & Dalma received more than 2,740 participants.
  • The Absher Call Center received more than 5,861 calls including requests, complaints, inquiries, and suggestions.
  • Customer Care Committee charter prepared and approved.
  • Da’waay initiative successfully implemented during Ramadan in all BEs. Total number of patients benefiting was 2,044.
  • Musharaka program received more than 3,340 suggestions, awarded 31 ideas with cash compensation, and implemented 16 of those ideas.

Facilities & Construction

  • Mafraq Hospital: concrete structure completed and topping out ceremony held.
  • Al Ain Hospital: awaiting Executive Council approval for the main works package.
  • New Sheikh Khalifa Medical City: tender document and prequalification of main works contractors completed.
  • Al Sila & Ghiathy Hospital: main works contract awarded and construction under way.
  • Mafraq Dialysis Center: completed and handed over to the operator.
  • Tawam Dialysis Center: main works contract awarded and excavation works under way.
  • SKMC Dialysis: tenders should be received by mid-January, 2013.
  • Long Term Custodian Care Center for Zayed Higher Organization: completed and handed over to the operator.
  • New England Center for Children: completed and being handed over to the operator.
  • SKMC Emergency Department: Phase 1 completed and Phase 2 in hand-over process.
  • Al Wagan Hospital: tender evaluation under way.
  • New Rehabilitation Center: tender evaluation completed.
  • SKMC Royal VIP: Phase 1 completed. Phases 2 and 3 due for hand-over by end-January, 2013.
  • Disease Prevention Screening Center, Abu Dhabi: tender document completed and issued to bidders.
  • Al Rahba Emergency Department: technical and financial evaluation completed.
  • Sir Bani Yas Temporary Clinic: project approved by HA-AD and Executive Council.
  • Ambulatory Clinics Phase I (nine clinics): construction nearly 85% completed; tender evaluation 90% completed for Phase 2 (four clinics)
  • OR and Pediatric SKMC renovation: project completed and handed over.

Environment, Health, & Safety

  • Established ESHMS Forum.
  • Completed all KPIs required by executive council for 2012.
  • Gap analysis conducted for BE compliance with EHSMS codes of practice.
  • EHSMS passed the ISO 9000 Audit.
  • Medical waste reduced in some BEs despite the increase in patient volume.
  • Zero lost time injury at all SEHA facilities.

Terminology explained

ISO 9000
The International Organization of Standardization (ISO) is a worldwide organization that develops many different kinds of standards, giving suppliers credible and authoritative endorsement of their quality.

The ISO 9000 family of standards is related to quality management systems, and is designed to help organizations ensure that they meet the needs of customers and other stakeholders while satisfying statutory and regulatory requirements.

Third party certification bodies provide independent confirmation that organizations meet the requirements of ISO 9001. Over a million organizations worldwide are independently certified, making ISO 9001 one of the most widely used management tools.