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Case s tudy
By

Dr . H a te m El b it ar
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
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
The hospital vision
‫أن نصبح الوجهه الولى بين مقدمى‬
‫الخدمة الطبية فى نطاق المنطقة‬
‫التى نخدمها وأن نكون الوجهة‬
‫الولى للمستشفيات التعليمية على‬
‫.المستوى القليمي والدولي‬
The mission statement of
**** Teaching Hospital
‫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
The flow of out patients clinics
Analysis of the current situation:
Where are we now????
Analysis
of the internal environment
Strength
The strength









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
The strength (cont)











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.
weakness
The weakness










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
The weakness (cont)








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
The weakness (cont)











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
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.
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.

Analysis
of the external environment
Opportunity
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
Threats
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.
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.
 
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.
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
The Goals
Where do we want to
go?
The Goals









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)
The Goals (cont)








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
Solutions?
Thank you

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د حاتم البيطار

  • 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
  • 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????
  • 12. The strength      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)         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.
  • 15. The weakness         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)     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)       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. 
  • 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
  • 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       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)      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

Editor's Notes

  1. Mechanisms