This document summarizes a case study about a hospital built in 1954. It provides services to a large patient volume through outpatient, inpatient, day case services and private sectors. The hospital vision is to be the top provider of medical services in the region and a top teaching hospital. The mission is for all staff to work hard and achieve excellence in quality healthcare education according to international standards. An analysis finds strengths like qualified staff and services, but also weaknesses such as understaffing, outdated technology and overcrowding. Opportunities include government support for improvements, while threats include low funding, outdated laws and a dirty surrounding area. The goals are to improve clinics, hire qualified staff, update technology and improve infrastructure to provide high

1. Case s tudy
By
Dr . H a te m El b it ar

2. About the hospital
It was built in 1954
It is related to the General Organization Of
Hospitals and institutes
The hospital consists of four buildings
1. The main building
2. Outpatient clinics building
3. The private building
4. Administrative building

3. About the hospital (cont)
The hospital provides many services to large
markets volume , it is a full coverage
organization
It has
Outpatients clinic services
Inpatients services
Day case services
Special sectors for private services
Laboratories services
Imaging services

4. The hospital vision

5. ‫أن نصبح الوجهه الولى بين مقدمى‬
‫الخدمة الطبية فى نطاق المنطقة‬
‫التى نخدمها وأن نكون الوجهة‬
‫الولى للمستشفيات التعليمية على‬
‫.المستوى القليمي والدولي‬

6. The mission statement of
**** Teaching Hospital

7. ‫نحن العاملون بالمستشفى على جميع‬
‫طوائفنا نسعى للعمل بجد وجهد لكي‬
‫نحقق التميز الذي نستحقه وننشده‬
‫من تقديم خدمة صحية وتعليمية‬
‫متميزة ذات جودة عالية طبقا للمعايير‬
‫العالمية وبتكلفة أقتصادية مع تطوير‬
‫هياكلنا الطبية و الدارية والمالية لكي‬
‫نواكب أحدث ما وصل اليه العلم‬

8. The flow of out patients clinics

9. Analysis of the current situation:
Where are we now????

10. Analysis
of the internal environment

11. Strength

12. The strength
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Presence of enough numbers of qualified medical staff.
Presence of outpatients clinics which covers most of specialty
beside other special clinics regarding morbid obesity, viral
hepatitis, ESWEL, urination dynamics, post renal
transplantation follow up clinics.
Out patients clinics present in a special building with all aiding
services at the same building.
Presence of aiding services as outpatient lab, X-ray, ultrasound
and CT scan
Presence of inpatients beds serving all specialties present as
outpatient’s clinics. (613beds

13. The strength (cont)
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Presence of 19 operation wings
Presence of private sector .
Presence of I.C.U
Emergency department covering the 24 hours
Presence of 77 dialysis machine.
Special care to patients complaint through social office
service dealing with any complaint.
Survey done daily for patients’ satisfaction containing
questionnaire to estimate patients’ satisfaction.
Demographic situation of the hospital at down town.

14. weakness

15. The weakness
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Sever decrease of the number of workers.
Decrease in number of security.
Decreased computer skills among employees.
Lack of training programs.
Decrease in nurses numbers.
Nurses present in the out patients are old, incapable for the
work effort, they can't help the patients and they need the
help of workers to help patients.
Lack of commitment of doctors to clinics time
Lack of supervision from head of departments over their
clinics

16. The weakness (cont)
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Decrease in numbers of medical staff in some specialties
comparing with the number of patients attending that clinics
as orthopedic and internal medicine clinics making the time
for examination to be very short affecting the quality of
service offered
Variability’s in services offered among doctors cause there is
no medical guidelines
Decrease the income of all employees at the outpatient’s
clinic.
Lack of policies and procedures concerning with
organization of the work at the clinics, the relationships and
the supervision

17. The weakness (cont)
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There is no computer system for registration but only the old
way.
Inefficient of the present organization chart .
Deficiency in some specialty as cardiac clinic, pediatric
surgery, neurology clinics
There is no flow chart for patients receiving the services and
how the process for reaching aiding services.
Increase the flow at the low price services at the morning 2
LE ticket.
Patients use the same ticket to receive more than one service
by referring

18. The weakness (cont)

Sever overcrowdings due to:
1.
lack of flow chart of patients and processes to get the aiding
services
decrease the number of ports of collection of fees
no pre booking system
no illustrated billboards
no information office
decrease the capacity of the waiting area comparing with
outpatients flow
lack of organization of patients roll in to doctors
2.
3.
4.
5.
6.
7.

19. The weakness (cont)
inappropriate distribution of the clinics for example
the orthopedic clinic present at the 2nd floor
 Patients suffer at the waiting area because lack of
aeration, decrease number of seats, decrease number of
bathrooms.
 Old and bad infrastructures of the building.


20. Analysis
of the external environment

21. Opportunity

22. The opportunities
Regarding the external environment:
Political factors.
Support from general organization and ministry of health to
improve the outpatients
Social factors.
The nature of customers make them easily to be satisfied
Economic factors.
Increase the third payer model (treatment on
expense of the country) which increase the paid
services over the free one

23. Threats

24. The threats:
Political factors :
There is no strategic plane with clear vision of the general
organization for teaching hospitals and institutes.
Ecological factors:
The area surrounded the hospital are very dirty, with increase
garbage around.
Social factors:
The low social level of customers attending the clinics
Technological factors:
Increase number of equipments needing maintenance and
replacements.

25. The threats (cont)
Economic factors :
Decrease the financial resources due to insufficient annual
budget of the hospital comparing with demands which
decrease the income.
The qualified human resources from the medical staff, nurses
and other employees even the workers are attracted to the
private sector due to increase salaries
No resources for training.

26. The threats (cont)
Legislations:
Increase numbers of supervisor’s teams from the general
organization and ministry of health with many standards
and requirements which make the hospital concentrates on
other things than the health services.
Un updated laws and regulations.
Demography:
The site of the clinics in an area with high prevalence of
violence.

27. The threats (cont)
The customers:
Low socioeconomic, with ignorance and illiteracy
Their specific cultures, habits, beliefs and behaviors.
High attendance and disuse of the service
Suppliers:
Some refuse to supply because of increase the debit of the
hospital

28. The Goals
Where do we want to
go?

29. The Goals
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The main goal is to improve the outpatients clinics in order to
offer high quality services meeting the international
standards and satisfy patients needs and compatible with
their expectations and demands
Hiring will qualified employees with computer and
communications skills
Provide suitable number of workers ,nurses and nurse aids
Putting the policies and procedures of patients flow
Improving the organization chart
Computer system for patients filling (hospital information
system)

30. The Goals (cont)
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Decrease patients suffering inside the clinics and during the
flow
Decrease the overcrowdings
Providing new services quit smoking, pediatric surgery,
fertility and youth and reproductive health
Improving infrastructure
Improving the surrounding environment

31. Solutions?

32. Thank you