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HAAD: Survey Shows Abu Dhabi Patients More Satisfied with Hospital Discharge Procedures and Waiting Time at Pharmacies
22 February 2017

Abu Dhabi, UAE – February 22, 2017: The Health Authority – Abu Dhabi (HAAD), the regulator of the healthcare sector in the Emirate of Abu Dhabi, has published the findings of its 2015 Patient Satisfaction Survey. Overall patient satisfaction with therapeutic services for inpatient and outpatient departments in Abu Dhabi Emirate continue to hit high marks, with an average of 84% - a rate higher than patient satisfaction levels in the United States, the United Kingdom, Germany and Singapore.

Quality improvement has been a core focus of HAAD’s efforts to implement its healthcare strategy for the Emirate of Abu Dhabi, and it has made a point of encouraging patients to participate in this initiative to better understand their needs when it comes to the delivery of world class health care.. This has contributed to many of the resulting positive changes, including a reduction in ‘waiting time at pharmacies’, and an improvement in the provision of ‘arrangements for medications whilst discharging’.

Over 24,000 Emirati nationals participated in the latest survey, which was carried out by HAAD in collaboration with GRMC, a leading consultancy and research firms. Overall, the survey conducted interviews with over 40,000 patients, and patients’ parents, who had availed of healthcare services across all public hospitals and a select number of specialized clinics operating in Abu Dhabi Emirate, during the year 2015.

Results revealed an equal score of 84% for overall satisfaction with ‘outpatient services’, ‘inpatient services’ and for ‘accident and emergency services’. Survey findings also revealed that private hospitals achieved a slightly higher patient satisfaction score of 8.46 out of 10, in comparison to the score of 8.31 for government hospitals.

Commenting on the 2015 survey findings, H.E. Dr. Mugheer Khamis Al Khaili, Chairman of HAAD stated: “HAAD continues to double its efforts to improve the quality of healthcare services provided throughout the Emirate of Abu Dhabi, to be in line with the best international standards.

Given the integral role of the health sector in the life of every member of the community, we will consistently push the envelope in pursuit of the highest standards of performance; patient satisfaction and trust are our greatest motivator and main driver for the provision of health care services that meet and exceed the community’s needs and demands.”

In comparison to the 2014 survey findings, patient satisfaction has significantly increased in areas that require improvement. Results demonstrate reduced waiting time at pharmacies, improved provision of arrangements for medications whilst discharging, faster discharging procedures and easier access to parking at hospitals.

The second half of 2015 witnessed an improvement from the first half of that year - and overall for 2014, which is a direct result of the distribution of the 2014 patient satisfaction report among the relevant health institutions back in June 2015. 70% of the participating hospitals significantly improved their performance, while the rest of them maintained the same overall level.

H.E. Prof. Dr. Maha Taysir Barakat, Director General at HAAD, stated: “We treat patient needs as the starting point for the various [Abu Dhabi Healthcare Quality Index] Jawda initiatives implemented by HAAD, and the foundation upon which healthcare services are being provided throughout the Emirate. The patient satisfaction survey has been - and continues to be - an effective tool that drives healthcare standards forwards and upwards, as it improves on services delivered to the public every year. The survey identifies the most important factors that determine patient satisfaction with hospital services, including areas that achieve the highest scores as well as the areas in need of further development. The findings also enable healthcare facilities to obtain an overall assessment of their quality standards and the corresponding methods of improvement.”

Based on the results of the patient satisfaction survey: the Gulf Diagnostic Center, National Hospital and Emirates French Hospital (Hôpital Franco-Emirien) were all awarded with the ‘People’s Choice Award’ for the Small Size Hospitals category. NMC Specialty Hospital Abu Dhabi, Ain Al Khaleej Hospital and Burjeel Hospital were the top performers for the Medium Size Hospitals category; and finally Cleveland Clinic Abu Dhabi (CCAD), Sheikh Khalifa Medical City (SKMC) and Corniche Hospital won the award for the Large Size Hospitals category.
HAAD also announced that it is currently in the process of conducting the patient satisfaction survey for 2016, as well as the Health Professionals Staff Engagement Survey, for the very first time.

The ’Abu Dhabi Healthcare Quality Index – JAWDA‘was launched in 2014 with the aim to improve the quality of healthcare services provided to nationals and residents in the Emirate of Abu Dhabi. Considered the first-of-its-kind in the region in terms of comprehensiveness and effectiveness, the quality index metrics cover four main areas: safety, effectiveness of care, timeliness of service delivery, and patient-centric delivery of care. As part of the programme, HAAD requires all hospitals to appoint specialist and quality managers, along with the submission of reports on waiting time and other indicators. This ensures the consistency and validity of data reports and documents signed by CEOs and marketing managers, and that are which submitted via HAAD’s e-portal.

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