Continual Improvement

Through Our Customers Eyes: Satisfaction surveys enable the Hospital to seek its customers’ views on services and privileges they receive at SQUH, the collected data is used as a tool for self-analysis and improvement. Patient and Staff surveys are conducted on an on-going basis. Currently Inpatients satisfaction are on Nurses and Doctors. On departmental level data analysis is practiced i.e. Out Patient Department (OPD); Accident & Emergency and Pharmacy services. Data collection continues through out the year. Patients are selected randomly in the wards. Satisfaction data is analyzed; rated are circulated to Hospital Management and all service providers at the end of each quarter for further improvements in the services in response to the constructive feedback.

knowledge Forum: Knowledge Forum is a space designed to support the process of knowledge building community. With Knowledge Forum, all departments can share information, and build networks of new ideas, where; ...... every individual contributes to a growing body of information ...... the creation of new knowledge is everyone's responsibility ...... shared knowledge leads to innovation and growth The forum takes place every second week on a Wednesday, for 40 minutes. For the success of the forum, topics of the presentations and presenting department/team are announced in advance, Hospital Top Management attendance is always represented. Department representative/s attending the forum shall shares information with own department in a brief presentation.

Patient Focus Group :  SQUH Patient Services department are the process owner for the Patient Focus group, represented by a social worker and one duty administrator. The Patient Focus group aims to share patients’ increased participation and responsibility toward improving SQUH functional and operational aspects, through our objectives to: · Follow the principles of good communications · Determine how SQUH services are perceived. · Introduce patients’ and families’ role in health care. · Provide information on patients’ concerning issues i.e.: Patient Rights & Responsibilities, Hospitalization, and Appointments etc.

Quality Forum : A bi-monthly meeting held for all SQUH Internal Auditors, was inspired by the successful workshop participants, in hopes of creating an open and transparent atmosphere where hospital wide issues could be addressed and solutions be shared. The first meeting was initiated in April. During the sessions issues are discussed pertaining to audit preparation, activities during/after audits, as well as methods of improvement throughout the hospital on a regular basis.

Patient Education Working Group ; fective patient education and support programs coordinated and run by a multidisciplinary team to enhance positive community image, increase utilization of appropriate services and result in greater patient satisfaction, through following objectives: · Coordinating patient/family education activities through training, standardization, monitoring and evaluation. · To highlight patients’ teaching needs as a critical and central role to be performed and recorded. · To promote the provision and utilization of resources that are culturally acceptable and meaningful.