muhammad naeem & jawaid islam - shifa international hospital (pvt) ltd
TRANSCRIPT
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To provide good quality medicalcare in all disciplines of medicineand surgery to all patients in a caringand compassionate manner by anoutstanding team of healthcareprofessionals in an atmosphereconducive to our values and practiceof good medicine.
VISION
Shifa Hospital has been established to provide the highestquality medical care to the people of Pakistan.
Achieving a high level of quality is possible due to:-
Medical Expertise Clinical Excellence State of the ArtTechnology
Caring People Preventive Medicine Health Care Management
Pursuit of excellence in all areas of healthcare reinforced by arich cultural heritage and willingness to practice the mostcredible ethics of medicine.
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“is to provide cost effective qualitymedical care to all patients, ensuringethical practice of medicine.”
Quality Policy
“Our Quality Objective is tocontinuously improve patientsatisfaction.”
Quality Objective
QUALITY MANAGEMENT SYSTEM AT SHIFA
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SHIFA AT GLANCE
HISTORY
1. The Hospital was incorporated on September 20, 1987 as a Private Limited Company and converted into Public Limited Company on October 12, 1989. The first Shifa office was established at the residence of Dr. Zaheer Ahmad in sector F-8/3 of Islamabad. Later it was moved to a rental place in Blue Area (commercial buildings area in Islamabad), and finally the site office building was established in January 1988
2. The construction activity to prepare the site for laying the foundation of the Hospital was started in the beginning of 1988. The foundation ceremony took place on October 06, 1989 by the parents and well-wishers of the sponsors and their dedicated team of colleagues and well- wishers. Within three years and six months, the hospital’s Block-A structure of 65 ft. high with 70,000 square feet covered area.
3. The idea of developing a high class medical facility in Pakistan was conceived in New York, USA in the mid of 1985. The initiator Dr. Zaheer Ahmad, who had just finished his Internal Medicine Residency, called a meeting at his apartment in Brooklyn, New York on the weekend of July 20 & 21. Five professionals gathered there and discussed the idea in detail and approved it. The participants included Dr. Manzoor H. Qazi from Leesville, Louisiana, Mr. Muhammad Zahid from Kew Gardens, New York, Mr. Samiulla Sharief from Brooklyn, New York, Dr. Sabir Ali from Palm Bay, Florida besides the host. Dr. Zaheer Ahmad was asked to prepare the feasibility report and the action plan. Subsequently Dr. Zaheer Ahmad moved to Islamabad on December 17, 1985 to start the work on this project.
4. After extensive discussions and many meetings, the present site in the capital city of Islamabad was selected for this project. The name "SHIFA" was approved because of its comprehensiveness, originating from our culture, belief and values in totality.
5. After acquiring over 11 acres of land in Islamabad in 1987, CRI, a hospital development company in Princeton, New Jersey was hired to develop the plan and design of the project. Mr. William Parker, Chief Architect of CRI headed the team, visited the site in Islamabad besides visiting the other hospitals across Pakistan. CRI finished its job in 1989.
6. The hospital’s team (founders and sponsors) kept expanding from all across the globe. By the time of its opening on June 26, 1993, it had crossed 400 plus sponsors, with Rupee 500 million equity. Till this time the Hospital has not borrowed a single rupee from any other source.
7. Within three and half years, the Hospital's Block-A with a five storey structure, plus deck slab area and a mosque with a total 100,000 square feet covered area was ready to take its first patient on June 26, 1993. Medical equipment were installed in the areas of Radiology, Radiation Oncology, Laboratories, Operating
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Rooms, Dialysis and ICU/CCU. The building was fully equipped with all modern means i.e. central air conditioning, central gas supply systems, fire-alarm system, 750 KVA standby generator etc.
8. The humble start of June 26, 1993, with eight consultants in seven specialties, has progressed to more than 70 highly qualified consultants in almost all specialties under one roof. Shifa International Hospital offers 150 IPD beds with quality care and OPD facility in 35 different specializations. Nevertheless it is an unending journey. People at Shifa are continuously striving hard to bring improvement and novelty with every passing moment
9. Now after more than one and a half decade Shifa International Hospital proudly stands as a symbol of quality healthcare with its own brand name "SHIFA". The short history of Shifa witnessed rare dedication and devotion of its consultants, management and staff who worked round the clock to make Shifa a reality of its own.
10. It was the vision of the founding Sponsors which took its shape into reality. The task was made possible only with the help of their dedicated team of experts and managers under the quality-oriented and inspiring leadership.
11. Today, the hospital’s Block-A along with Block-B and partially constructed Block-C and Block-G sprawled on its site is efficiently functioning with already finished covered area of 315000 square feet. Last but not the least, as well as first and the foremost, is the grace of Allah which has made it feasible and viable for us to carry out such a gigantic and enormous venture. Unique in its concept and efforts by the expatriate Pakistanis to repay back their homeland with a beautiful gift and a functional institution in the healthcare industry of Pakistan
PRESIDENT'S MESSAGE
Dr. Zaheer Ahmad M.Pharm., M.D. President & CEO, Shifa International Hospitals Ltd.
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1. Health in Pakistan, like everywhere else in the world, has become a complex issue. We are working in an environment where a majority is deprived of basic human necessities, let alone healthcare. Complexity of the healthcare provision has multiplied since healthcare has merged with many areas of civilized living like awareness, education, environment and microeconomics etc. No one can think of providing healthcare without addressing the aforesaid aspects of social life.
2. I am profoundly thankful to Almighty for blessing us with vision and courage to understand and take up the demands of changing scenario in Pakistan's health sector.
3. Quality is the value that founders of Shifa set as a policy principle, one and a half decade ago, when idea of a quality healthcare center like Shifa International was conceived. With this very concept in mind we started our journey. It took us extensive brainstorming, consistent implementation and swift execution. It kept us alert and awake. But it's what we take pride in. Shifa International is one and only hospital in northern part of the country where quality medical care and patient satisfaction is our top priority.
4. As a responsible corporate body we have a three fold objective. We have set for ourselves a goal to excel in healthcare economics, social and environmental performance. We have brought possible best in healthcare to the country and will continuously be on our toes to improve it. Our patients enjoy the world class healthcare and need not fly abroad for quality anymore. We have the biggest number of US qualified and highly experienced consultants in different specialties. From mere OPD consultation to complicated surgical procedures to state of the art diagnostic facilities, we are delivering each and every qualitative service under one roof. We are bringing latest healthcare mechanism in country helped check outflow of precious foreign exchange.
5. Simultaneously, we are also keen about fulfilling our corporate social responsibilities (CSRs) through putting our share to improve community health services and uproot illiteracy. And this we are doing with efficient and effective network of our 'Social Arms'.
Amidst all this multifaceted exercise, we always accord the priority to our patient's satisfaction with quality care In the hope that will serve as a supporting tool towards efficient and qualitative healthcare delivery to all our patients.
SHIFA INTERNATIONAL HOSPITAL LTD
ISO-9001 Certified
MISSION
To provide good quality medical care in all disciplines of medicine and surgery to all patients in a caring and compassionate manner by an
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outstanding team of healthcare professionals in an atmosphere conducive to our values and practice of good medicine.
VISION
Shifa International Hospitals Ltd has been established to provide the highest quality of medical care to the people of Pakistan. Achieving a high level of quality is the result of many factors:-
GOALS
Goals are specific outcomes that we expected of our organization as a whole. We believe that success of an organization can effectively be achieved by building a
culture of continual improvement.
Continuously improve customer satisfaction.
Continuously improve the quality of services and systems.
Continuously improve the Hospital’s financial performance and sustain long-term viability.
Continuously improve the Hospital’s competitive position.
Continuously improve the Hospital’s organization and work environment.
1.QUALITY POLICY “The quality policy of Shifa International Hospital is to provide cost effective quality medical care to all patients, ensuring ethical practice of medicine.”
1. QUALITY OBJECTIVE “Our quality objective is to continuously improve patient satisfaction”
Medical Expertise Clinical Excellence State of the Art Technology Caring People Preventive Medicine Health Care Management
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QUALITY HEALTHCARE AT SHIFA
“The term Quality Healthcare represents, in fact, a characteristic of healthcare process that originates from coordinated functioning of varied professionals working in different areas and on different tiers in Quality Healthcare Center”
“When the basic Healthcare becomes an issue and when quacks and phony elements appear to be dominating ‘healthcare’ supply network in or streets and markets, who on earth will ever consider wading through this deadly marsh and dream to provide Quality Healthcare.
“As a quality-conscious healthcare provider globally, Shifa believes in horizontal and vertical growth simultaneously. It looks into making its quality better by every passing day and also cares about its preparedness to cater to the increasing demand for quality healthcare”.
QUALITY SYSTEM PROCEDURE AT SHIFA REQUESTING AND PROCESSING OF CPARS
CPAR can be initiated by any person for any observed or potential non-conformity anywhere in the hospital and submitted to concerned section in charge or departmental head. The request contains a description of the unsatisfactory condition that needs to be corrected and is addressed to the respective authority of the concerned area where condition occurred. Section in charge or departmental head reviews in and forward it to QMR/AQMR, who enters the corrective action in to “Corrective and Preventive Action Request Log” QMR/AQMR in consultation with concerned departmental head assigns the project to either departmental or cross functional team or an individual to identify the root cause(s) and suggest the corrective action (s).
The responsible person / department or cross-functional team investigates the causes of the problem that initiated the request. The investigation process includes:
Interviewing the concerned persons and gathering their views about the possible causes of non-conformities.
Observing and examining the concerned processes and related records. Examining the supplier and his supplies, where required. If appropriate, make use of statistical techniques and/or problem solving
tool to determine root cause(s). Responsible person/department or cross-functional team than proposes a
corrective action to be taken and indicates the date by which the corrective action
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will be fully implemented. After conclusion CPAR is forwarded to QMR/AQMR for record keeping.
IMPLEMENTATION OF CORRECTIVE ACTION When Corrective & Preventive action is decided upon, it is implemented on
trial basis and the result are closely monitored. Further measures of changes in the measures may have to be made during the trial period until satisfactory results are attained. The magnitude of corrective action depends on the nature of non-conformity and its effect on the quality of service.
VERIFICATION OF CORRECTIVE ACTION On, or immediately after, the due date of implementation of a corrective
action, originator and any member of internal Quality Audit team designated by QMR follows up to determine if the corrective action has been implemented and if it is effective, the “Corrective / Preventive Action Log” can be closed out, if more work is needed to fully implement the action, a new follow up date is agreed upon. When the corrective and preventive measures are found to be effective, they are incorporated in the quality system by making suitable changes in the relevant documents such as drawings, specification, procedures, protocol, work instructions, quality system procedures, etc.
PREVENTIVE ACTIONS Preventive actions are taken to eliminate any potential causes of non-
conformity. The objective is to provide a mean for detecting any deterioration in processes, work standards and systems and thus to prevent the occurrence of the non-conformity. The need for preventive action is brought out by analysis of the following information:
Data on product and process trends Customer Feedback Inspection and test record Performance reviews of suppliers Observation, etc
The procedure for processing, implementation and follow-up of preventive actions is the same as described in subsection above.
INCIDENT / OCCURRENCE FORMS
Incident forms are filled in case any incident occurs in the hospital. Incident form is not filled for any type of complaint, misunderstanding and misbehaviour among staff. Any type of serious incidents, which can affect quality of care and customer satisfaction, is mentioned on incident form. Status of corrective and preventive actions is presented in management review meetings as input.
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QMR/AQMR logs the incidents of his department before forwarding to concern department.
KAIZEN ACTIVITIES AT SHIFA Kaizen (Suggestion System, Quality Circle & 5S) is implemented in Shifa
International Hospital.
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My Voice
CPAR
Customer Feedback Systems
Internal Quality Audit
KAIZEN ACTIVITIES AT SHIFA
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The Kaizen is a Japanese word “Kai” meansChange and “Zen” means Better. In other words itmeans change for betterment or improvement.
Dictionary Meanings
WHAT IS KAIZEN?
True Definition
Peter Drucker
Comprehensive True
Definition
“Gradual & continuous improvement in personal and work
life as well as in the quality of products and services.”
“A person who has never failed is a person who has
never tried”
Continuous Search for a better way…
Some Definitions of Kaizen
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QUALITY CIRCLE & 5S Hospital Kaizen Coordination Team ensure the quality circle and 5S activities.
Team member, who want to initiate quality circle, inform Secretary (HKCT) by email or memo. Secretary enters the team members in computerized sheet, generate a registration number and inform to the quality circle leader. Registration for quality circle is necessary for every quality circle. 5S round are performed on every week to ensure the implementation of 5S by team as per 5S activities evaluation form.
Related Records Sr . # Records Name Record Number Retention Period
Corrective / Preventive
Action
FM – 8.5 – 01 When Required
Corrective Action Log FM – 8.5 – 02 When Required
Suggestion Form FM – 8.5 – 03 When Required
Suggestion Log FM – 8.5 – 04 When Required
Customer Satisfaction
Survey Form (In Patient)
FM – 8.5 – 05 A 6 Months
Customer Satisfaction
Survey Form (Outpatient)
FM – 8.5 – 05 B 6 Months
Feedback Form FM – 8.5 – 06 6 Months
Feedback Log FM – 8.5 – 07 When Required
Incident Report FM – 8.5 – 08 1 Years
Incident Log FM – 8.5 – 09 2 Years
Verbal Complaints
Register
FM – 8.5 – 10 1 Years
5S Activities Evaluation
Form
FM – 8.5 – 11 1 Years
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QUALITY SYSTEM PROCEDURE AT SHIFA
REQUESTING AND PROCESSING OF CPARS CPAR can be initiated by any person for any observed or potential non-
conformity anywhere in the hospital and submitted to concerned section in charge or departmental head. The request contains a description of the unsatisfactory condition that needs to be corrected and is addressed to the respective authority of the concerned area where condition occurred. Section in charge or departmental head reviews in and forward it to QMR/AQMR, who enters the corrective action in to “Corrective and Preventive Action Request Log” QMR/AQMR in consultation with concerned departmental head assigns the project to either departmental or cross functional team or an individual to identify the root cause(s) and suggest the corrective action (s). The responsible person / department or cross-functional team investigates the causes of the problem that initiated the request. The investigation process includes:
Interviewing the concerned persons and gathering their views about the possible causes of non-conformities.
Observing and examining the concerned processes and related records.
Examining the supplier and his supplies, where required.
If appropriate, make use of statistical techniques and/or problem solving
tool to determine root cause(s).
Responsible person/department or cross-functional team than proposes a corrective action to be taken and indicates the date by which the corrective action will be fully implemented. After conclusion CPAR is forwarded to QMR/AQMR for record keeping
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QUALITY CIRCLE & 5S
Hospital Kaizen Coordination Team ensure the quality circle and 5S activities. Team member, who want to initiate quality circle, inform Secretary (HKCT) by email or memo. Secretary enters the team members in computerized sheet, generate a registration number and inform to the quality circle leader. Registration for quality circle is necessary for every quality circle. 5S round are performed on every week to ensure the implementation of 5S by team as per 5S activities evaluation form.
5S ActivitiesBefore 5S Practice After 5S Practice
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Name: ____________________________________ EmployeeID:______________ Department: _______________________________ Date: PRESENT SITUATION MY VOICE FOR IMPROVEMENT EXPECTED OUT COME Quality: Cost
Effectiveness: Efficiency: Safety:
Work Environment:
Communication: Others (specify):
To be filled by Departmental / Divisional / Sectional Head Name: Signature: Recommended: YES / NO
If no, reason:
For Official Use only: (Status with date and Signature) Received: Understudy: In process: Implemented: Rejected (reason):
Thank you for suggestion, we appreciate your contribution. Look forward for more in future.
Shifa International Hospitals Ltd. FM-8.5-003 Rev.: 00
Log. No.: _____
Log. No.: _____
Signature & date: ____________________
My Voice!
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Shifa International Hospitals Ltd.
CUSTOMER/PATIENT FEEDBACK FORM
MINOR MAJOR
Name of Customer/Patient: M. R. #
Contact #: Date: Hospital's Location:
Postal Address:
Nature of complaint: Verbal Written Suggestion
Signature of Customer: Date & Time:
FOR OFFICE USE ONLY
Review the Complaint & Forward to the Concern by Dept. Head (PCD).
Signature of Dept. Head (PCD): Date & Time:
Root Cause:
FM-8.5-006 Rev:02
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Corrective Action :
Preventive Action:
Name: Date & Time: (Head of Department)
Closed: YES NO
Closing Remarks:
Evidence Checked:
Name: Date & Time: (Head of Department, PCD) Mode & Date of response to the customer:
Log Ref. :
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QUALITY MANAGEMENT SYSTEM AT SHIFA
UNDERSTANDING ISO 9001:2000 What is ISO?
International Organization for Standardizations
ISO 9001:2000(Standard) • In 1987, The International Organization for Standardization (ISO),
drawing upon many national inputs, produced an international
quality system standard mainly for manufacture (ISO 9000 series).
• In 1994 the ISO 9000 series were revised and re-issued, to focus
more on the prevention aspects of quality assurance and to include service also as a product and placed the responsibility
for quality where it rightly belongs - with executive management.
• In 2000 standard was again revised and re-issued, to emphasis the
areas of Customer satisfaction & continual improvement.
1. Focused on
2. Customer Satisfaction
3. PDCA Cycle
History of Quality? During the last four decades, the Japanese have successfully utilized quality tools
and methodologies as part of a successful effort to become a leading nation in the
manufacture of a vast array of electronic, automotive, and other goods.
Prior to the 1950s, Japan was not known for production of quality, but their quality
has continuously improved until today many American firms are using Japanese
products as a standard against which to measure.
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Quality Management System
A Quality Management System (QMS) is a system that outlines the policies
and procedures necessary to improve and control the various processes that will
ultimately lead to improved quality performance.
What is Quality ?
What is Quality? The term quality means different things to different people.
"Quality is fitness for use." However, there are other definitions widely discussed.
Quality as "conformance to specifications" is a position that people in the
manufacturing industry often promote. Why? Presumably because manufacturing
can do nothing to change the design; hence this definition.
The Concise Oxford Dictionary defines it as “Degree of excellence, relative nature or
kind of character”.
Quality [means] conformance to requirements." (P.B. Crosby, Quality Is Free, p.15).
(Gitlow et al., 1989 or Ozeki and Asaka, 1990), quality include the expectations that
the product or service being delivered;
1) Meets customer standards,
2) Meets and fulfills customer needs,
3) Meets customer expectations, and
4) Will meet unanticipated future needs and aspirations.
The 8 principles of TQM …
• Customer focus
• Leadership
EXPECTED QUALITY
by the Customer
PLANNED QUALITY
by the Company
PERCEIVED
QUALITY by the Customer
PRODUCED QUALITY
by the Company
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The 8 principles of TQM …
• Customer focus
• Leadership
• Empowerment
• Process approach
• Systemic approach
• Continuous improvement
• Decisions based on facts
• Relationship with suppliers mutually beneficiary
VOICE OF THE CUSTOMER
VOICE OF THE MANAGEMENT
VOICE OF THE PERSONNEL
VOICE OF THE SOCIETY
Empowerment?
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Transition towards TQM Quality Control Quality Management Past Future Detect faults Prevent errors Look for guilty persons Look for defaults in the processes Accuse Help, Moderate, Facilitate Punish Motivate Micro-management Systematic and systemic management
4- QUALITY MANAGEMENT SYSTEMS (QMS, documentation requirements)
ISO 9000
PLAN DO
ACT CHECK
Continuous Improvement
Continuous improvement ?
Deming’s wheel
(P.D.C.A.)
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5- MANAGEMENT RESPONSIBILITY (Management commitment, Customer focus, Quality Policy, Planning, Responsibility,
Authority and Communication, Management Review)
6- RESOURCE MANAGEMENT (Provision of Resources, Human Resources, Infrastructure, Work Environment)
7- PRODUCT REALIZATION (Planning, Customer Related Processes, Design and Development), Purchasing,
Service Provision, Control of Measuring Devices)
8- MEASUREMENT, ANALYSIS AND IMPROVEMENT (Monitoring and Measurement, Control of Non-conforming Product, Analysis of Data,
Improvement)
Continuous improvement of the Quality Management System CLIEN
T
Product / Service
Realization
Management Responsibility
Measurement, Analysis and
Resource Management
Input Data
Product S i
Output Data
Requirements
Satisfaction
CLIENT
Systemic approach ?
The 8 principles of TQM …
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PRODUCT REALIZATION Quality Policy
Process flow to deliver product (services) from top to end.
• The Quality Policy should reflect the commitment of the top management &
should be focused on implementation and improving the Quality Management
System.
• The Quality Policy should be sufficiently clear to be able to be understood by
interested parties.
“To Provide Cost Effective Quality Medical Care to all Patients, ensuring ethical Practice of Medicine’
• The Quality Policy should reflect the commitment of the top management &
should be focused on implementation and improving the Quality Management
System.
• The Quality Policy should be sufficiently clear to be able to be understood by
interested parties.
• Departmental Objectives
• Continual improvement
• by SMART Objectives
• How to achieve
• Implementation of an effective
“Quality Management System”
Require
• Team Work
• Strong Coordination
• Effective communication
• Evidence based practices
• Compliances of set standards
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• Measuring customer satisfaction
Why Objectives? To ensure the continuous improvement
ISO 9001:2000 Documents
• Quality System Manuals XX-QM-YY
• Quality System Procedures SIH-QSP-YY
• Quality Policy XX-POL-YY
• Departmental Procedures XX-PRO-YY
• Protocols XX-PRT-YY
• Organogram XX-OC-YY
• Master List of Documents XX-DOC-YY
• List of Quality Records XX-REC-YY
• Forms
Issue Number V/s Issue Date Revision Number V/s Revision Date Controlled copy V/s Uncontrolled Copy Examples:
Issue: 01 on September 10, 2005
Revision: 03 on November 10, 2005
ISO 9001:2000 Documents
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What is My Voice? Suggestion System for the all employees
ISO 9001:2000 Documents
Change Identified
Document Change Request Filled
Reason for Change
Requested Change
Analysis of Required Change (s)
Change(s) not required as per QMS
Inform to Originator Change Document
Change(s) required as per QMS
Change Request Flow
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My Voice Process Flow!
CUSTOMER FEEDBACK
Suggestion Received by QMR
Discuss in Quality Council Meeting
Rejected
Inform to employee
Understudy Implemented
Suggestion from employee
Feedback received from Box
Review by QMR/ Admin. & Forward to concern personnel for action
Communicate to customer regarding action & get feedback from him/ her
Open
Inform to customer if required
Loop Closed
Discuss in Quality Council Meeting
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What is CPAR & NC? Corrective & Preventive Action Request.
Non-conformity.
Why Internal Quality Audit?
To check the effectiveness of Quality Management System (QMS) and identify the
area for improvement.
Corrective & Preventive Actions (CPAR) / Observations
Right person for the right job
• Hire Qualified & Skilled.
• Training of staff on continuous basis.
• Define job responsibilities.
Continual Improvement
My Voice, CPAR, Customer Feedback Systems & Internal Quality Audit.
If you want one year of prosperity
Grow Seeds If you want ten years of prosperity
Grow Trees If you want one hundred years prosperity
Grow People A. WHAT IS KAIZEN B. BENEFITS OF KAIZEN C. APPLICATION OF KAIZEN IN SERVICE INDUSTRIES D. Dictionary Meanings. E. True Definition of Kaizen.
Dictionary Meanings: The Kaizen is a Japanese word “Kai” means Change
and “Zen” means Better. In other words it means change for betterment or
improvement.
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ii. True Definition: Continuous Search for a better way…
“A person who has never failed is a person who has never tried”
Comprehensive True Definition: “Gradual & continuous improvement in personal and work life as well as in the
quality of products and services.” B. BENEFITS OF KAIZEN
i. Promotes Changes ii. Industry Survival iii. Promote Creativity iv. A Real Motivator v. Personal Development vi. Encourage Team Work
i) CHANGE OR CHANGE WILL CHANGE YOU;
“There is nothing wrong with change, if it is in the right direction. To improve
is to change, so to be perfect is to have change often”
Sir. Winston Churchill Of these 800 life time fully 650 were spent in caves
Only 70 life times we have been able to communicate effectively
Only in the last 6th life time did masses of people ever see the printed words.
Only in the last 4th life time has it been possible to measure a time with any
precision.
Practically all the material goods we use today have been developed in the present
800th life time. This life time is different from all other because of the astonishing
scale of expansion and scope of change.
ii) INDUSTRIAL SURVIVAL
By becoming the “best in the business”.
Φ We must be able to compete in both quality and cost with the competitor.
Φ“Building in Quality” in everyone's process and reducing the cost of actual
assembly. (We can have no effect on the value of Rs./$/¥ or Govt. duty, etc.
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but we can reduce the cost of Assembly / Manufacturing.
Φ By making continuous improvements to all our work process, making them so
good that we automatically build in quality, and reduce assembly /
manufacturing costs.
Φ Providing the vehicle through which all staff can freely contribute their ideas.
iii. PROMOTE CREATIVITY; “The Suggestion System Encourages Creativity and Foster Employee Involvement”
“Kaizen is a vehicle through which all staff can freely participate and contribute their ideas”
Because it promotes creativity and participation. Kaizen promotes employee involvement and participation. Participation can be promoted with the help on Kaizen. Promotes Creativity. Improve Personal Development. Promotes Team Work. Promotes the concept of Team Work. Improve the Work Environment.
IV. A REAL MOTIVATOR;
• Developing the skills and leadership capabilities.
• Increasing employee morale and commitment.
• Fostering creativity and innovation.
• Eliminating barriers between individual department, line and staff function.
IV. PERSONAL DEVELOPMENT;
• Employees are constantly educated and trained about new technologies,
skills and methods.
• The Kaizen System will provide much grater opportunity for all staff for self
development.
V. CHANGE IN ATTITUDE;
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• Change of thoughts make your behavior change.
• Change of behavior makes your habit change.
• Change of habits makes your personality change.
• Change of personality makes your destiny change. Matsushita
VI. ENCOURAGE TEAMWORK;
• Participation and team work is the key of success for institution.
• Various tools such as Suggestion System and Quality Circle are formed to
increase the participation and involvement of employee in their job and in
order to increase the value provided to customer.
• Today we do not need a HERO.
• A single step forward taken by one hundred people is more important and
Valuable than one hundred steps forward, taken by a single person.
• Lets do some exercise.
APPLICATION OF KAIZEN IN SERVICE INDUSTRIES
• Suggestion System.
Quality Circle WHAT IS SUGGESTION SYSTEM? “Suggestion System is a mechanism to encourage the workers to contribute
useful ideas and to reward to those whose suggestions are adopted by the Company” SUGGESTION SYSTEM AND KAIZEN
Promote small improvements.
Focusing on improving on ones own work area.
Small rewards should be given for each implemented
suggestion.
Suggestion System Creative
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PROBLEM SOLVING AT WORK SITE. IMPROVE WORKING ENVIRONMENT. IMPROVE QUALITY TO INCREASE PRODUCTIVITY. MAXIMUM UTILIZATION OF PLANT & EQPT.
BENEFITS OF SUGGESTION SYSTEMS:
To obtain workers co-operation To solicit useful ideas from the employees
To prompt close communication between Management and workers
To increase the employees involvement in company activities
To strengthen their relations amongst the employees & the employers
Suggestion System at Shifa:
Quality Circle: Quality Circle is a small group of team members working at the same work area, the
purpose of this group is to study collectively to resolve problems or redesigning of
their own work, which leads towards improvement.
History of Quality Circle:
• Quality Circle concept originated at USA and circle activities begin at Japan in
1962 under the leadership of Dr. Kaoru Ishikawa.
• The QC head quarter was established and the first QC was registered in May
1962.
Suggestion by employee Review by HOD
Implement & send to QA (if financial needs are not involved).
If yes, Send to QA/ HKCT for review
Status will be forwarded to employee by QA
Cash award to employee on every implemented suggestion by Management
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The Planning and Management of Quality Circle Activities: A quality circle program is an integrated system made up of several components;
• The members themselves
• The circle leader
• The facilitator
• The coordinator
• The Hospital Kaizen Coordination Team.
5S Activities 5S Activities What is 5S?
“A set of concepts which form the basis for all activities being undertaken during
daily operations in the work place for continuous improvement is known as the 5S”
Quality Circle Basic Steps
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Following are the closest equivalents of 5S in English:
• SEIRI Sifting Clearing up
• SEITON Sorting Organizing
• SEISO Sweeping Cleaning
• SEIKETSU Spick & Span Standardization
• SHUKAN/ SHITSUKE Supreme Attitude Training & Discipline
5S Activities “SEITON” SEITON means Organizing/ Sorting/ Arrangement of things according to
requirement.
1. Put Items which are seldom used at the back.
2. Put items which are used occasionally in the center.
3. Put items which are frequently used at the front.
SEISO means Sweeping/ Cleaning/ Cleaning the work place.
• As a general rule, all cleaning should be done by those who have been doing
the work, the best policy for cleaning is to be, cleaning is everybody job.
5S Activities “SEIKETSU” SEIKETSU Standardization/ Cleanliness.
1. By the constant repetition of Seiri, Seiton and Seiso the work place will always
be maintained in the best possible condition.
2. We should have to maintain right thing at right place.
3. Make cleanliness a habit.
SHITSUKE means well disciplined manner/ training. Standardization/ Cleanliness.
1. Greetings among associates should be exchanged every morning on arrival at
work.
2. Work reports and instructions should be submitted in an appropriate manner.
3. Training of staff for their working habits.
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Quality System Procedure at Shifa
• Requesting and processing of CPARs.
• CPAR can be initiated by any person for any observed or potential non-
conformity anywhere in the hospital and submitted to concerned section in
charge or departmental head. The request contains a description of the
unsatisfactory condition that needs to be corrected and is addressed to the
respective authority of the concerned area where condition occurred. Section
in charge or departmental head reviews in and forward it to QMR/AQMR, who
enters the corrective action in to “Corrective and Preventive Action Request
Log” QMR/AQMR in consultation with concerned departmental head assigns
the project to either departmental or cross functional team or an individual to
identify the root cause(s) and suggest the corrective action (s).
• The responsible person / department or cross-functional team investigates the
causes of the problem that initiated the request. The investigation process
includes:
• Interviewing the concerned persons and gathering their views about the
possible causes of non-conformities.
• Observing and examining the concerned processes and related records.
• Examining the supplier and his supplies, where required.
• If appropriate, make use of statistical techniques and/or problem solving tool
to determine root cause(s).
• Responsible person/department or cross-functional team than proposes a
corrective action to be taken and indicates the date by which the corrective
action will be fully implemented. After conclusion CPAR is forwarded to
QMR/AQMR for record keeping.
•
• Implementation of Corrective Action
• When Corrective & Preventive action is decided upon, it is implemented on
trial basis and the result are closely monitored. Further measures of changes
in the measures may have to be made during the trial period until satisfactory
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results are attained. The magnitude of corrective action depends on the
nature of non-conformity and its effect on the quality of service.
• Verification of corrective Action.
• On, or immediately after, the due date of implementation of a corrective
action, originator and any member of internal Quality Audit team designated
by QMR follows up to determine if the corrective action has been
implemented and if it is effective, the “Corrective / Preventive Action Log” can
be closed out, if more work is needed to fully implement the action, a new
follow up date is agreed upon.
• When the corrective and preventive measures are found to be effective, they
are incorporated in the quality system by making suitable changes in the
relevant documents such as drawings, specification, procedures, protocol,
work instructions, quality system procedures, etc.
• Preventive Actions
• Preventive actions are taken to eliminate any potential causes of non-
conformity. The objective is to provide a mean for detecting any deterioration
in processes, work standards and systems and thus to prevent the occurrence
of the non-conformity.
• The need for preventive action is brought out by analysis of the following
information:
• Data on product and process trends
• Customer Feedback
• Inspection and test record
• Performance reviews of suppliers
• Observation, etc
• The procedure for processing, implementation and follow-up of preventive
actions is the same as described in subsection above.
• Incident / Occurrence forms
• Incident forms are filled in case any incident occurs in the hospital. Incident
form is not filled for any type of complaint, misunderstanding and
misbehaviour among staff. Any type of serious incidents, which can affect
quality of care and customer satisfaction, is mentioned on incident form.
Status of corrective and preventive actions is presented in management
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review meetings as input. QMR/AQMR logs the incidents of his department
before forwarding to concern department.
• Kaizen Activities
• Kaizen (Suggestion System, Quality Circle & 5S) is implemented in Shifa
International Hospital.
• Quality Circle & 5S
• Hospital Kaizen Coordination Team ensure the quality circle and 5S activities.
Team member, who want to initiate quality circle, inform Secretary (HKCT) by
email or memo. Secretary enters the team members in computerized sheet,
generate a registration number and inform to the quality circle leader.
Registration for quality circle is necessary for every quality circle. 5S round
are performed on every week to ensure the implementation of 5S by team as
per 5S activities evaluation form.
BENEFITS
INDIVIDUAL: 1. More pleasant working environment. 2. More job satisfaction.
3. Process that makes sense.
COMPANY: 1. Higher quality. 2. Lower cost. 3. Improved customer satisfaction. 4. Improved utilization of resources
GENERAL FACILITIES - SHIFA
Telephone & Fax
1. Rooms are equipped with telephones and you can easily make local calls by first dialing "9" and the number. For long distance, mobile phone calls or Fax service dial "0" and the hospital operator will assist you. 2. The use of mobile telephones is not permitted in ward areas as they can adversely affect the function of life support medical devices.
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Internet Service
Limited access is available to the patients in coordination with nurse in charge, PSD or admission office.
Television
Color T.V. is provided to keep our patients at floors, cope with the time in their
diseased stated for recreational activity but with a message to respect the right of their in-room fellow patients, if present
HIRING PROCEDURES
Medical Staff Application Form
1. Equal Opportunity Employer
Shifa International Hospital is an equal opportunity employer. Post Graduate trainees will be hired without consideration for sex, caste, creed, religion or personal bias. 2. Fair Selection All positions in the post graduate program at the hospital will be available to the qualified candidates through a process of fair selection. 3. Minimum Criteria Minimum criteria for being considered for the post graduate program will include: a. MBBS or its equivalent as recognized by PMDC b. PMDC registration c. Completion of 1 year of house job 4. Preferred Candidates Preference is given to candidates who have completed their FCPS Part 1. Under exceptional circumstances if a candidate is accepted into the program without FCPS part 1, he / she will have to give a written undertaking stating that he/she will pass the test in 6 months or be liable for dismissal from the program. 5. Selection Process The hiring process is done by personal interviews and purely on merit. At least three interviews will be conducted, including one with the Program Director, and another with the Director of Medical Education. A trainee may be hired if:
a. All three interviewers approve OR: b. The Program Director and Director of Medical Education approve.
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6. Criteria For Hiring The criteria for hiring a candidate in the Post Graduate program will be inclusive of but not limited to a. Academic Performance b. Interpersonal Skills c. Previous Experience d. Commitment to the institution e. Commitment to completion of training at Shifa f. Other Achievements 7. Period Of Contract The initial period of contract will be one year. 8. Criteria For Continuation In Program Continuation in the program will be subject to approval by the Program Director in consultation with the Director, Medical Education and will be based upon the performance evaluation during the preceding year.
SHIFA CARD
Shifa International Hospitals Ltd. has introduced Shifa Card Holder Scheme. It is a membership which provides relief and saving to regular patients and their dependents on healthcare expenses at Shifa International Hospitals Ltd. The discounts allowed under the scheme are applicable on prevailing charges against cash payment at Shifa as under:
Private Room Charges 07 % Discount
Semi-private Room & Ward Charges 07 % Discount
ICU / CCU / NICU / ER Charges 07 % Discount
Telemetry / Day Care / Nursery Room Charges 07 % Discount
Recovery Room on Initial 07 % Discount
Operation Room / Litho Room Charges / Admission Fee 15 % Discount
Consultation Fee Out-Patient / In-Patient / ICU & ER 07 % Discount
Medical Officer Fee ICU / NICU / NICU / Rooms / Ward 10 % Discount
Surgery Assistance Fee 07 % Discount
Nursing Care Charges ICU / NICU / Rooms / Ward 07 % Discount
Laboratory Tests 07 % Discount
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Radiology Tests 07 % Discount
Clinical Procedures / On all Packages / Pharmacy 05 % Discount
Shifa Card Holder (16 – 60 years old) is also automatically entitled to Rs.200,000/- accidental death insurance coverage by a renowned Insurance Company. After the issuance of Shifa Card.
Price Of Shifa Card is Rs. 1,200/- Renewal Price is Rs. 1,000/- per annum
REGISTRATION PROCESS
Registration 1. Usually our outpatient clinics operate through an appointment system. However, walk-in patients are also taken. To avoid inconvenience and delays it is advisable to guide the patients on the system and options.
2. Any patient visiting the hospital for the first time, with an appointment, through the Emergency or as walk-in patient needs to register.
3. The information to be provided at the registration counter must be accurate in the sense that with the name of the patient, the address and telephone contact numbers must be correct. Please ensure that any changes in information must be communicated, so that no inconvenience is faced.
ADMISSION PROCESS
Admission & Discharge
1. All admissions are subject to availability of beds.
2. For admissions of stable patients you may refer to outpatient Consulting Clinic. For critically ill patients come to the Emergency. Children under 12 years of age are not allowed as visitors, except with the permission of concerned Consultant. Smoking, spitting, littering and photography are not allowed in the hospital
3. At the time of admission, the referring authority issues a ‘In Patient Reservation Form’ which details provisional diagnosis etc. The patient comes to the Admission & Discharge, submits the form, makes a choice of room category. by consulting the Inpatient Charges & Consent for Payment. The patient is given the room of choice (subject to availability).
4. There are Companies that are registered on the Panel. You may consult the Panel List to know if you can avail the facility.
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VISITOR POLICY
Attendant
Only one attendant is allowed with the patient, at any time. Patient / Attendant are responsible for their personal belongings and valuables (mobile phone, wrist watches, jewellery, cash etc.) Hospital will not be responsible for any damage or theft.
Visitors
Only two visitors are allowed in the patient room, during the visiting hours.
Admission office Payments are taken in advance. The patient's attendant is requested to check patient's bill on daily basis and deposit necessary advances accordingly. The Admission Office will also call for the patient's attendant, if a deposit needs to be made. Admission Office Extensions are 3158-3159-3155
Patient Services Department
Patient Services Coordinators visit all patients on daily basis. Your Suggestions are welcomed for which suggestion forms are available at Patient Services Counter and at the Nursing Counters.
SHIFA MEDICAL CENTER, F-11, MARKAZ, ISLAMABAD
About 1. Shifa Medical Center, a project of Shifa International Hospitals Ltd, was conceived to enhance accessibility of quality health services to the area residents at a convenient location. SMC pursues same service tradition as adopted at Shifa’s main campus. 2. F-11 markaz was strategically chosen as a location for the medical center to facilitate residents of F-10, F-11, E-9, G-10, G-11, Rawalpindi and surrounding areas by delivering quality services at reduced time/traveling cost.
.
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GASTROENTROLOGY - MEDICINE - CLINICAL SERVICES
The spectrum of gastroenterology is quite wide and includes diseases of theesophagus, stomach, small intestine and large intestine (colon), pancreas, bile ducts, gallbladder and liver.
Objectives
The objectives of the Gastroenterology Section at the Shifa International Hospitalare several:
• Provide state-of-the-art medical care in diseases related to the gastrointestinal tract
• Educate patients with regard to their disease process • Perform research to advance knowledge in gastrointestinal diseases • Provide education to community physicians + lay people
PULMONOLOGY - MEDICINE - CLINICAL SERVICES
1. Providing diagnostic and treatment facilities for critically ill patients and those with respiratory diseases, this Clinic operates in close liaison with variety of other specialties such as Cardio thoracic and General Surgery, Nephrology, Urology, and Renal Transplant Services, Oncology Cardiology, Neurology and Infectious Diseases. 2. Presently, the ICU is 10 bedded closed unit, mechanical ventilator/bed in addition to other invasive/non-invasive monitoring state of the art, touch system devices and also catering facility of 1 to1 nurses. Non-invasive mechanical ventilator breas PV 402 is also available for use. Our Bronchoscopy suite is equipped with two Olympus Fibreoptic Bronchoscopes. A pulmonary function lab is provided with vitaograph spirotic IV with software and a PC.
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NEUROLOGY - MEDICINE - CLINICAL SERVICES
1. The Neurology clinic is providing comprehensive treatment and management of variety of neurological illnesses. We have a busy outpatient clinic open six days a week. There is an inpatient service providing acute neurological care and critical care neurology in ICU in addition to 24 hours emergency room coverage. Our Neuro physiology lab offers different procedures including EMG / NCS., EEG., Evoked Potentials performed by well trained technicians and interpreted by qualified neurologists. ATCD (Transcranial Doppler) lab has been established and is being operated by US trained technical staff. We envision opening a sleep lab, Neuro intensive Care Unit in the near future and extending our services to Neuro-rehabilitation.
2. The section is staffed by 2 Neuro consultants, no Residents, a team of physical therapists, a speech therapist and a psychologist.
NEPHROLOGY - MEDICINE - CLINICAL SERVICES
Ehrology is one of the most active Clinic of the Department of Medicine. It offers all kinds of services ranging from diagnostic procedures like renal biopsy to Therapeutic modalities including dialysis both acute and chronic as well as Renal Transplantation. This section is staffed by three full times Nephrologist and a Renal Transplant surgeon.
ENDOCRINOLOGY - MEDICINE - CLINICAL SERVICES
The Clinic offers general endocrinology services and care in metabolic and hormonal disorders which include Disorders of the hypothalamic-pituitary axis, Thyroid and Parathyroid disorders, disorders of calcium and bone metabolism, Lipid and cholesterol disorders, male and female reproductive endocrinology.
RADIATION ONCOLOGY - MEDICINE - CLINICAL SERVICES
Cancer is a complex disease that needs the right combination of treatments to put it into remission. At Shifa International Hospitals, we work as a team to offer patients the therapies that will work best for them and we are proud to say that Shifa International Hospital is a pioneer in Radiation Therapy in Pakistan. Objectives To deliver accurate and error free radiotherapy with state of the art equipment
using optimum treatment techniques while treating the patient with dignity, care and compassion.
To provide best medical care to patient’s satisfaction by using latest machines and techniques under the supervision of best professionals.
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INFECTIOUS DISEASES - MEDICINE - CLINICAL SERVICES
Infectious diseases Department is a very busy department. The department deals with all kinds of infections such as Tuberculosis (TB), Meningitis, Shock, Hepatitis and HIV / AIDS. These infections are caused by infectious agents such as bacteria, viruses, fungi, parasites etc.
Services Infection control Advice on vaccination for adults and elderly population Management of severe infections especially in ICU Patients Management of infections in patients with low body resistance i.e. transplant
patients, diabetics and people taking steroids or immuno-suppresive or chemotherapy
PSYCHIATRY - MEDICINE - CLINICAL SERVICES
A perpetual low in mood that significantly interferes and interrupts daily activities and normal life. Depression is not an illness, but failing to manage it and recovering from it is. Cardinal signs may be lack of motivation, suicidal thoughts or recurrent thoughts of death, feeling of inadequacy, confusion, irrational fear etc.
NUTRITION - MEDICINE - CLINICAL SERVICES
1. Nutrition is a discipline that is based on solid scientific foundations, and is an integral part of the medical care for all patients. The nutritional care offered at Shifa, goes beyond simply providing the needed nutrients for healthy living, the program also aims to provide support that can counteract underlying stress responses and improve the final health outcomes for patients.
2. Nutritional therapy provides the nutrient prescription, which includes an oral diet, dietary supplements, enteral nutrition or parenteral nutrition for caring of hospitalized and home patients. New and improved diets and delivery techniques are used to administer nutrients both safely and effectively in Shifa, based on the latest research available in the field of nutrition globally.
DERMATOLOGY - MEDICINE - CLINICAL SERVICES
The department deals with primary diseases of the skin and skin related problems. All diseases of hair and nails skin cancers and other systemic illnesses showing skin manifestations.
Also sexually transmitted diseases.
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GENERAL SURGERY - SURGICAL SERVICES
The Department provides a comprehensive range of services that deal with the management of surgical problems of the Digestive Tract, Breast, Thyroid gland etc. There are 6 surgeons in this section and each one has extensive experience. The department can boast of a good rate of success.
CARDIOTHORACIC SURGERY - SURGICAL SERVICES
1. The Department worm with an aim to provide quality treatment of International standards in the field of cardiothoracic surgery. This department was established in 1996 and the first open heart surgery was performed in September 1996. 2. Since then the department has made steady progress and is currently performing all forms of cardiac surgeries on patients with a variety of heart diseases. Our aim is to provide professional care of international standard in surgical treatment and post surgical stay of our patients. We have a dedicated team of trained cardiac surgeons, cardiac anesthesiologists, perfusionists and cardiac nurses who endeavour to provide coordinated care to all patients undergoing cardiac and thoracic surgery.
NEURO SURGERY - SURGICAL SERVICES
The neurosurgery department believes in providing services, which are of world standard. We believe in providing complete information and a close patient physician contact. Here in Shifa International Hospital, we treat all the following problems:
Trauma Services A 24-hour emergency service is available with complete coverage of all sorts of head injuries and spinal injuries. The outcome of trauma service resides in the earliest possible diagnosis and treatment. Because of the availability of 24-hour Brain scan service, patients are treated with utmost urgency and the outcome of such endeavors is comparable to any other trauma service around the world. Commitment to the outcome in spinal injury service will be further improved by the availability of in-house M.R.I. scanning facility, which will be available very soon. Head injury patients are benefited not only by the rapidity of clinical intervention but also by the magnificent postoperative care provided with the help of state-of-the-art intensive care unit with intracranial pressure monitoring and ventilatory support which can make a difference between life and death.
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BRAIN & SPINAL CORD TUMOR SERVICE Shifa is geared with the capacity to provide excision of all sorts of brain and spinal cord tumours with preservation of normal functions to the best of abilities. In the immediate postoperative period, the presence of a world standard I.C.U. with invasive monitoring of intracranial pressure, continuous systolic blood pressure and arterial blood gases serves as additional tools for the patient care.
EAR, NOSE, THROAT - SURGICAL SERVICES
1. There is large spectrum of diseases involving the ear, nose and throat. The eardiseases that are common include that of ear infections, ear wax, hearing problems,ringing sounds, giddiness and facial nerve problems. The nose diseases that arecommonly seen include running nose with allergic backgrounds, sinus diseases aswell as blockage from polyp disease as well as cancers. With regard to throat, thisincludes tonsils, snoring, abscesses and of neck include patients with thyroid lumps,salivary gland lumps etc.
2. The first priority of all patient care is to make an accurate diagnosis and to thisend we have full facilities at the clinic itself. In essence, the clinic is a self sustainingfacility which will be able to facilitate diagnosis at an early stage. Some of theprocedures carried out in OPD include Video-otoscopy, Nasopharyngoscopy,Audiological assessment, FB/ear/nose/throat removal, ear lavage, Antral lavage etc.The department is being managed by 3 consultants and a full fledged staff to cater topatients.
UROLOGY CLINIC / KIDNEY TRANSPLANT - SURGICAL SERVICES
1. The Transplant team recognizes that the thought of Kidney transplantation is an alarming prospect for most patients. We have found that the more information patients have, the better prepared they are, and thus the easier it is for them to cope with the reality of the impending surgery. The purpose of a kidney transplant is to implant a healthy kidney into your pelvic area that will assume the function of your damaged kidneys. Ideally, after the transplant you will no longer require dialysis and will lead a normal life, for as long as the transplant functions.
Services Kidney transplant surgery Pre-transplant evaluation Post transplant evaluation Post transplant care Management of complications of transplant patients
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PLASTIC SURGERY - SURGICAL SERVICES
This field of Surgery has two components.
Reconstructive Plastic Surgery This deals with reconstruction of birth defects like cleft lip, hand deformities etc, and also includes repair of skin defects & soft tissue deficiencies, management of facial fractures, burns & all aspects of hand surgery.
Cosmetic Surgery This includes cosmetic surgery of nose, eyelids, face, abdomen, ears, breasts & liposuction. Services
Repair of congenital abnormalities like cleft lip / pelete Management of Burn, early & late Repair of facial fractures and soft tissue injuries Repair of Skin and soft tissue defects Treatment of skin and soft tissue cancers Reconstruction surgery of genitals e.g. Hypospadias Cosmetic Surgery including Liposuction
PEDIATRIC SURGERY - SURGICAL SERVICES
It deals with the surgical treatment of children and newborn babies. It includes the surgery for all types of congenital and acquired diseases of the newborns and children upto 12 years of age.
Services Circumcision. Release of tongue-tie. Hernia repair. Correction of undescended testes. Hypospadias repair.
OBSTETRIC AND GYNECOLOGY - CLINICAL SERVICES
The Department of Obstetrics and Gynecology offers a range of inpatient and outpatient services for women comprising fatal assessment, routine obstetric, high risk obstetrical care, infertility, reproductive endocrinology and comprehensive diagnosis and treatment of gynecological disorders. The department is run by 3 full-
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time and 3 Part-time experienced consultants, along with 8 Residents and 2 House Officers, who cover the inpatient round the clock. The department offers outpatient services in Consulting Clinics, inpatient services in Ward B3. Maternity service with well equipped Labor Room and Operating Room.
Services Normal labor / assisted deliveries Cesarean sections All major gynecological surgical procedures
DENTISTRY - CLINICAL SERVICES
Shifa dentistry
From April 1, 2006, Shifa dentistry is changing to provide better access to local services and a new, simpler charging system. These pages have information about what the changes will mean for you and answer some common questions about Shifa dentistry.
Simpler charging 1. There will be three standard charges for all National Health Service (Shifa) dental treatment. This will make it easier to know how much you may need to pay.
2. You will still receive free Shifa dental treatment if you meet the exemption criteria.
3. Find out more about the new patient charges.
OPHTHAMOLOGY – CLINICAL SERVICES
The Department of Ophthamology deals with the diseases of the eye in adults as well as children.
Visual Field Exam Anterior Segment & Fundus photograph Fundus Fluorscein Angiography Ultrasound of the Eye Laser Treatment
REHABILITATION CENTER – CLINICAL SERVICES
1. The rehabilitation center at Shifa provides most modern equipment and facilities to best serve the requirements of the patients and provide them with individual, goal-oriented rehabilitation programs spanning the full range of diagnoses that can affect function, independence and quality of life. The goal of rehabilitation is long-term self-management and independence.
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2. Treatment plans address mobility, self-care, cognitive abilities (memory, understanding and communication deficits) and endurance for maximum participation in healthy daily living. Individual programs may also be developed for patients whose recovery from injury or illness is complicated by existing medical conditions, frailty or advanced age. Rehabilitation Goals The goals of rehabilitation are to help individuals return to the highest level of function and independence. This return of independence will improve the overall quality of life for that individual - physically, emotionally, and socially. Individuals who have survived a serious illness or injury may have difficulty resuming complex daily activities. The Rehabilitation Center at Shifa offers an intensive therapeutic environment with individualized schedule options for the patients to enable them to resume normal life activities and to enhance social and communication abilities. Treatment plans are based on comprehensive assessments by therapists and physicians with input from both the patients and their families. Facilities available The rehabilitation program is available for the patients who are affected with any physical and emotional disability caused by some diseases or if they are in process of revival from recent treatment of the disease. Physicians of the relevant disease areas will refer the patients to rehabilitation program.
Department of Rehabilitation offers the facilities of:- Consultation for Neurology & Rehabilitation Physical Therapy Occupational Therapy Speech Therapy
PHYSICAL THERAPY Physical Therapy or Physio Therapy is a common term that basically means rehabilitation. Some of the goals of Physical Therapy are:
To manage pain To maintain and improve muscle strength. To maintain joint mobility. To minimize the disability by improving walking, balance and neuromuscular
co-ordination.
QUALITY HEALTHCARE “The term Quality Healthcare represents, in fact, a characteristic of healthcare
process that originates from coordinated functioning of varied professionals working
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in different areas and on different tiers in Quality Healthcare Center”
“When the basic Healthcare becomes an issue and when quacks and phony
elements appear to be dominating ‘healthcare’ supply network in or streets and
markets, who on earth will ever consider wading through this deadly marsh and
dream to provide Quality Healthcare.
“As a quality-conscious healthcare provider globally, Shifa believes in horizontal and
vertical growth simultaneously. It looks into making its quality better by every
passing day and also cares about its preparedness to cater to the increasing
demand for quality healthcare”.
Office of the Medical Director The Medical Director at Shifa heads the medical staff and is the leader of the
medical administration team. Medical Director is involved in overseeing Hospital’s
medical activities and working with interdisciplinary team to ensure quality
healthcare.
The responsibilities of the medical director can be divided into following four areas:
Medical staff leadership
Patient care
Ensuring quality healthcare
Education
Department of Medicine Section of Internal Medicine General Internal Medicine has a main role in providing primary, secondary and
tertiary patient care.
In 2008 efforts to improve quality of care in Internal Medicine both in outpatient and
inpatient level have been made. These efforts include but are not limited to:
Proper patient assessment in both inpatient and outpatient
Minimal patient waiting in outpatient setting
Prompt initial patient assessment by the outpatient nurse
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Adequate time to be spent by physician so all aspects of patient
disease are assessed and treated
Provision of separate examination rooms to provide patient with
privacy and to decrease patient waiting time
Patient education to improve disease management which includes
written materials and public seminars
Practice guidelines and clinical pathways developed for common
diseases in Internal Medicine
Produce chart reviews to monitor compliance with new practice
guidelines and clinical pathways
“We believe in Teamwork for total delivery of quality care, which is achievable
through our professional senior faculty, hardworking junior doctors, dedicated and
committed nursing and the paramedical staff:.
Finance and Accounts Department Ensuring quality and timeliness in financial reporting
Compliance with statutory requirements
Cost / Benefit analysis for decision making
Coordination with external & internal auditors for smooth auditing
Improving credibility and control over data integrity of financial
transactions
Recording of all transactions, on a uniform basis and within certain
time frame
Providing relevant information to management, consultants and
other staff
Dealings with banks and financial institutions for securing the
interest of Shifa
Arranging funds for the company
Proper management of cash & bank balances
To maximize profits by investing surplus funds.
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Management Information System (MIS)
Management information system is a network of computer based information,
supported by manual procedures as needed, developed to provide accurate, timely,
complete and concise information required in decision making.
MIS Department aims are to meet today’ support and facilitate the needs of all users
of information at SHIFA Network in their goal to provide high quality cost-effective
healthcare to patients.
The objectives of MIS are:
Timely, efficient and reliable access to information through out the
Hospital network
Improved data accuracy
Balance of appropriate security levels versus ease of access
Continual re-evaluation of critical information systems and
procedures to improve efficiency.
Enhance information sharing among Departments and all
information users in the network to improve patient care
Provision of knowledge based information for patient and staff
Patient Coordination Department (PCD)
The patient coordination Department is responsible for bridging the communication
between patients and Shifa, providing on spot assistance to IPD and OPD patients,
conducting surveys on daily basis to sort out the hiccups faced by both IPD and
OPD patients and endeavor to resolve them and maintaining a friendly environment
by having a smooth connection between Shifa family.
The PCD handles both verbal & written complaints and suggestions, and is
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responsible to send them to the concerned authorities. All complaints and
suggestions logged and written response are sent to the patients in the form of
acknowledgement letters and or communicated through telephonic calls.
To ensure maximum satisfaction of patients the PCD is responsible for carrying out
IPD and OPD surveys/rounds on daily basis, and providing on spot assistance and
aid to both staff and patients.
The PCD coordinates with the patients and provide total assistance to the patients
who opt for the following health packages:
Executive Physical/Executive Physical Plus Package
General Health Package
Cancer Screening Package
Cardiac Care Checkup Package
Besides, the PCD staff is all set round the clock to facilitate the patients especially
the special care patients and their attendants in collection of various reports,
guidance to the destinations, assisting them in their procedures and providing
information about Hospital and its policies.
HOUSE KEEPING DEPARTMENT
An excellent housekeeping Department can be the best customer relations tools for
any Hospitals. As it is said that the first impression is the last impression, if a patient
stepping inside any Hospital encounters unkempt lobby r smell odors, it would
definitely create doubts about the ability of the Hospital to provide quality healthcare.
Keeping in view the foregoing, the Housekeeping Department at Shifa strives round
the clock to provide hygienic environment within the Hospital by mopping floors,
washing walls, washing windows and finishing floors to keep the rooms, hallways in
clean, orderly and sterile condition. Many of these duties include the use of highly
specialized equipment that is operated by the highly skilled staff of the Department
to accomplish this massive task.
The staff is also trained to make them acquaint with the infection control techniques,
personal protective equipment, fire and disaster responsibilities, in addition to their
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normal cleaning processes and chemicals they use.
LINEN & LAUNDRY DEPARTMENT
Linen & Laundry Department at Shifa assures the provision of quality linen items to
the valued patients in all the forms either new or washed.
The Department has system of segregation of linen according to its nature after use
by patients. Linen or dress used by any type of isolation patient is being collected
from patient’s area in a sealed bag and separately transported to Laundry for further
process; either it is burnt through incinerator or treated with chlorine at 80 to 100
degree steam produced by the boilers.
All over the Hospital the Department provides the employees with uniform on work to
avoid the spread of any type of infection out of the Hospital besides provision of
uniform washing facility within the Hospital through the Laundry. The Monitoring of
chemicals used in the laundry to ensure quality is the permanent feature of the
Laundry Department.
Purchase Department
Purchase Department plays a vital role in any organizational setup, its importance
increases in case of healthcare institutes. The Purchase Department maintains the
smooth continuity of operational needs and provides timely and cost effective
support; it also enables the Hospital in providing quality medical care.
An effective support of purchase Department also results in enhancing productivity
and revenues of the Hospital. An effectively managed Purchase Department is the
backbone of the healthcare system.
At Shifa, Purchase Department was slowly and gradually established since its
inception and gone through various phases.
Presently, this Department is playing an important role by providing full support to
the operations of Hospital in all areas of diagnostic, surgery, medicine, projects and
maintenance.
MATERIAL MANAGEMENT DEPARTMENT (MM)
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The Department of Material Management is playing an important part in meeting all
the materials requirements of the Hospital. The Department is involved in the quality
storage, timely issuance/ distribution of material to Departments, floor and patients.
The Department also deals in a range of items from surgical consumables and
cardiac stints to general stationary items and from laboratory kits to the cafeteria
supplies.
The Department is systematically divided into different sections a follows:
MM Warehouse - Deals in the quality storage of the stock as well as users
requested materials.
Distributions Center (DC) – Deals in the delivery of surgical supplies to inpatients
besides providing cash counter for the sale of surgical consumables. DC is
operational on round the clock basis with the shift workers rendering services to the
concerned customers.
Distribution Center OT – Serves all the operating patients by providing surgical
consumables to all operation rooms.
Cardiac Cath Store – Deals in all the surgical supplies related to cardiac
procedures like angiographies, angioplasties etc.
FNSD Store – Deals in the quality receiving and the subsequent distribution of food
and nutritional material required for the functioning of the cafeterias and the
nutritional requirements of the inpatients.
Manned by a team of skilled, experienced and competent Materials Management
professionals MM is putting its share towards efficient and quality service delivery
through handling a diversified activity plan and ensuring smooth, convenient and
reliable service to different Department.
FOOD & NUTRITION SERVICES DEPARTMENT
Who will disagree that Nutritious and balanced food plays a vital role for the well
being of healthy and sick alike as a part of quality healthcare instituio9n like shifa.
FNSD endeavors to carefully analyze each patient’s individual food needs based on
factors like ability to chew and swallow food allergies, weight, mobility and current
medical conditions. FNSD at Shifa with its dynamic and professionally trained staff
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and qualified and experienced dietitians provides over 4,000 serving daily to patients
and customers through ten major outlets that include two cafeterias, five tuck shops,
salad bar, consultant lounge and IPD services.
FNSD provides savory yet healthy cuisine, variety of menus at reasonable prices. It
also caters for VIP functions, seminars and other activities within the Hospital and
offers special cuisines, well suited for the occasion.
MARKETING DEPARTMENT
The Marketing Department for the year 2008 – 09 had planned to keep on gong
forward in changing the business module that is from franchised to indigenized LPPs
for Shifa, with ambitiousness and amity towards patients and physicians with a clear
objective to search, initiate, target, install develop strategic marketing plans to meet
the targets set forth.
The Marketing Department’s core objective is to continuously intimate patients and
physicians to be informed about the technological improvements in medical and
healthcare services of Shifa through our marketing tactics and strategic marketing
plans.
Marketing Department is looking after all primary and tertiary healthcare services of
Shifa, through our LPPs and also by utilizing newer version of marketing that is by
converting the direct marketing approach to relationship marketing approach.
SAFETY, SECURITY AND TRANSPORT DEPARTMENT
Safety, Security and Transport Department is providing support services to
employees, patients and their attendants round the clock. We have installed 32
CCTV Cameras to cover all sensitive areas. We have installed two scanners at main
entrance to scan visitors.
Besides above we have 70 Security Guards who make sure security and safety of
the Hospital round the clock. We have placed the fire equipment at all the floors,
clinics and offices.
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Our Transport Department is providing transport facility to 400 staff in three shifts.
Plans to purchase more vehicles are underway to meet the demand of the growing
staff.
MAINTENANCE DIVISION In today’s fast changing technological world, Hospitals are expected to demonstrate
their ability / capacity to provide quality healthcare to the patients and continuously
improve upon the same.
Maintenance Department being an integral part of operation in any Hospital supports
Medial / Nursing / Paramedical staff I reaching its goal of delivery of quality
healthcare to patients by maintaining the physical environment and ensuring that the
efficient maintenance of all equipment and services are carried out in a competent,
courteous, timely manner that will promote positive patient healthcare.
Maintenance Department is dedicated to the preventive and corrective maintenance
of all utility services and associated equipment. The Maintenance Department is
divided into the following sections:
Heating, Ventilation & Air conditioning – Perform preventive maintenance
on heating, ventilation, and air conditioning systems and related
equipment.
Electric – generation of 2.8 MW electric powers, maintains electrical
distribution system, fire alarm, lightings and other electrical installations.
Medical gases – maintaining liquid oxygen and cylinders of different gases
and life-supporting gas support systems.
Plumbing – maintaining hot and cold water system, boilers, fountains and
sewage.
Civil – deals with general building maintenance comprising of renovation,
painting, flooring, maintenance of furniture and aluminum doors and
windows.
INTERNAL AUDIT DEPARTMENT
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Established under to code of corporate governance, the Department is vested with
the responsibility of constantly monitoring the operational activities in the area of
revenue generation, cash collection and utilization of resources. Internal audit
objectives are :
The reliability and integrity of financial and operation information
Compliance with policies plans, standards and regulations that
could have significant impact upon operations\
The measures taken to safeguard assets including verification of
existence of assets
The economical and efficient use of resources
Adequacy of financial policies and practices to ensure that an
efficient and strong system of internal controls is in place.
ISO 26000 FULFILLING CORPORATE SOCIAL RESPONSIBILITY
SHIFA FOUNDATION (SF) “Healthcare for the underprivileged”
MISSION Healing is to give a feeling of well-being. It needs blend of humanistic values of
sympathy and philanthropic passion for care and cure. Filled with the desire of
selfless service, Shifa Foundation endeavors to provide quality healthcare to the
underprivileged patients either free of charge or at a nominal cost by making optimal
use of the donated funds.
GOAL The goal of Shifa Foundation is to make Pakistan a Sehatmand Pakistan by
promoting health of all Pakistanis without discrimination. The foundation is working
on two strategies to achieve this goal. First is to educate & train healthcare
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professionals in Pakistan & Second to provide the best quality care at affordable
prices to the community and without any charges to needy & less endowed.
The Shifa Foundation has two councils.
SHIFA WELFARE COUNCIL It consists of members who are consistently raising and establishing funds through
contributions, grants, donations and by arranging fund raising activities for patients
treated at following facilities.
1. Shifa Foundation community Health Center, Islamabad
2. Shifa Foundation Clinic, Rawalpindi
3. Rotary Shifa Community Health Care Centre, Bari Imam, Islamabad
SHIFA EDUCATION COUNCIL Through its Education Council SF administers:-
1. Shifa College of Medicine since 1998
2. Shifa college of Nursing since 2003
We are also on our way to launching Shifa Tameer-e-Millat University, whose chartr
has been approved by the Federal Cabinet.
THE UPCOMING PROJECTS OF SHIFA FOUNDATION 1. Shifa College of Pharmacy
2. Shifa College of Paramedics
3. Shifa College of Dentistry
Shifa Foundation Community Health Centre generally known as Falahee Clinic made
a humble start in 2001, in the premises of Shifa to promote affordable healthcare
services to the deserving poor patients. It truly reflects the visionary mind of those
who wanted to provide cheaper healthcare to the poor and depressed population
without looking for the profits.
SHIFA COLLEGE OF MEDICINE MISSION STATEMENT Shifa College of Medicine has set as its mission to graduate physicians for the 21st
century who abide by the rigor of scientific discipline and are altruistic, humane,
knowledgeable, skilful and dutiful to ther profession and the society at large.
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THE VISION The founding father of Shifa Foundation had already envisioned the establishment of
higher institute of learning before putting the first stone of the Shifa college of
Medicine. The Shifa College of Medicine opened its door in December, 1998. it was
the beginning of the realization of that vision.
SHIFA COLLEGE OF NURSING (SCN)
Shifa College of Nursing offers a 4-year BSc Nursing Program, with the commitment
to provide students with sound knowledge, and competency to provide quality
nursing care to the individuals, families and communities.
TAMEER-E-MILLAT FOUNDATION (TMF) TMF is a non governmental, no-for-profit organization working for the cause of
education promotion in underprivileged areas of Pakistan. TMF was duly registered
on November 23, 1992 under the Societies Registration Act, XXI of 1860.
COMMUNITY PRIMARY SCHOOLS From Skardu to Karachi we are successfully operating a network of 402 Community
Primary schools benefiting over 14,000 students. The Community Primary Schools
are being run with the strength of 64 percent girls and 36 percent boys. Based on
one teacher one school and multi-grade teaching concepts, these schools are
effective tool of education promotion at the grass root level.
MODEL SCHOOLS We are running 61 Model Schools in 24-districts of the country educating more than
12,000 students. Our Model Schools are equipped with all the basic requisites of
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education that include; class rooms, computer and science laboratories, library,
sports ground etc.
TAMEER-E-MILLAT CITY OF EDUCATION (TMCE) Other than the web of schools across Pakistan, our mega project. TMCE is situated
in Ratwal (Fateh Jang), District Attock, 55 Km away from Islamabad. Spanning over
the land area of 300 acre. City of Education has complete educational and
residential facilities for both boys and girls in different campuses.
VOCATIONAL TRAINING CENTERS We aim to strengthen capability of every woman and girl child in Pakistan to enable
their active participation in the socio-economic process. For the purpose along with
giving equal enrollment opportunities to girls in our schools, vocational training and
adult liter4acy centers are operational in many areas of the country.
TAMEER-E-MILLAT INSTITUTE OF TEACHERS DEVELOPMENT (TMITD) Preparing quality teacher is the biggest challenge for organizations working in
education sector. TMF is also aware of this pressing need of the hour because
quality learning, our ultimate objective depends greatly upon quality teaching. TMITD
has been established to trains not only the born teacher5 but also develop the ability
of teaching in others in a profound manner.
UPCOMING PROJECTS SHIFA TAMEER-E-MILLAT UNIVERSITY (STMU) Tameer-e-Millat Foundation, in collaboration with its sister concerns Shifa
Foundation and Shifa International Hospital, is establishing an independent degree
awarding University by the name of Shifa Tameer-e-Millat University, its charter has
been granted by the Federal Cabinet.
TAMEER-E-MILLAT URBAN MODEL TMF has planned a modern urban model institution in a custom built 12-floor building
over 125,000 sq ft area in sector H-1/4, Islamabad. The building will be equipped
with state-of-the-art labs, IT center, audio-video library, Gym, Pray area, foreign
qualified staff and academic courses at par with international standards. This model
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will be replicated in all major cities of the country and would contribute towards
sustainability of our suburban projects
CONCLUSIONS:
Time audit is conducted about the time taken in registering a
patient, in collection of cash and escorting a patient up to the
required OPD clinic.
Time audits are conducted in business office to evaluate the time
taken in resolving the issues related with allocation of bed or room
in IPD. Then after discharge from IPD, how much time is consumed
by business office in preparing the final bill after getting complete
information for all service departments like cafeteria, radiology,
laboratory etc.
Patient feedback is collected through a questionnaire about patient
care in OPD clinic, test collection in laboratory, radiology services,
nursing care during admission in IPD, pharmacy services. Patient
diet and medication after consultant diagnoses.
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“Systems are not what documents say
what they are;
They are the habits of people which they
practice.
Most failures are not because of documents
or systems;
But because of people who do not change
their prevalent habits.
Therefore, Systems usually do not fail,
people do”.
“Quality is not a destination, it’s a
journey”
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SHIFA GALLERY
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SHIFA GALLERY
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