Mediclinic Al Ain issue 1

Q1, 2018 ISSUE 1 AL AIN ANGLE The latest news and updates from the Al Ain RegionIN THIS ISSUE LOOKING BACK AND LOOKING FORWARD - 2017 INLOOKING BACK AND LOOKING REVIEW FORWARDEMPLOYEE RECOGNITION - KEEP IT DAVID JELLEY - HOSPITAL DIRECTOR AL AIN REGIONSIMPLEEMPLOYEE ENGAGEMENT IN ACTION Dear Colleagues, Marhaba and welcome to the first of our quarterly issues of Al AinEMPLOYEE & SPECIALTY SPOTLIGHT Angle!OUT & ABOUT IN AL AIN Let me start with a sincere thanks to all for living the Mediclinic values and ensuring that quality medicine and patient safety are atJUST CULTURE - CREATING A the forefront. I’ve been spending time rounding our facilities and ICULTURE OF SAFETY observe these fundamentals, underpinned by patient and employeeFROM THE NURSING STATION satisfaction, fast becoming our key focus. Keep it up!MEET AND GREET Clinically, our physicians are continuing to challenge themselves byON THE LIGHTER SIDE taking on more complex cases including a liver resection, urgentWELLNESS: MIND & BODY surgical control of gastric bleeding in a geriatric patient and the ongoing management of a 28 week high-risk NICU baby. With the addition of various technologies and recruitment of skilled support staff, we encourage this trend to continue in a safe manner. 1

Q1, 2018 ISSUE 1Physician recruitment is ongoing amongst several special projects of note NEW PROJECTSincluding the broadening our paediatric sub-specialties to includecardiology, endocrinology, orthopaedics and more. Over the coming Al Jowharamonths you will find an increase in the complexity of cases that our Kitchenhospitals tackle as we strengthen and grow our medical team. It isimportant that we develop all sub-specialty areas and are recognized as a Staff Cafeteriaprovider of complex, high quality care by our patients and the broader VIP Roomscommunity. Labour & Delivery RoomsIn addition to our growth in other areas, employee engagement will Hospital Expansioncontinue to be a key focus area in the upcoming year. You will soon see a Zakherlot of initiatives being rolled out from all our respective teams. I would Radiology Unitencourage you all to be a part of the process as we continue to strengthenour bonds as a team across the entire region. We all need to work together Complete Renovationto ensure that hard work and dedication are recognized in a safe and Al Yaharcaring environment.  OPG InstallationFinally, over the coming months you will notice a series of exciting Clinic Expansionconstruction projects around our facilities aimed to improve our look, feel Hospital Projectand functionality as we continue to grow. Whilst the expansion ofMediclinic Al Jowhara Hospital and building of Mediclinic Al Yahar Hospital Madarare long term projects with a 3 year horizon, I am pleased to announce Full Renovationthat the Mediclinic Al Madar and Mediclinic Zakher expansion andrefurbishments have commenced with mid-year completion dates. Those at RadiologyMedclinic Al Ain will already notice the new Siemens 3T MRI installed with New Facadex-ray installation and inpatient room refurbishments commencing overRamadan and summer when patient volumes dip. Al Ain Full Renovation of 25 RoomsAll the best!  VIP Room Renovations New MRI Suite DR. HOSSAM BAKIR - MEDICAL ER Redesign DIRECTOR MEDICLINIC AL AIN Madar It gives me a pleasure to see our first Clinic Facade Render issue of Newsletter going out. Mediclinic Al Ain Region is witnessing now a huge Al Jowhara leap forwards in many aspects. Delivery Room Renders  With our trusting patients in mind, we are eager to provide a wider andmore comprehensive services spread over the widest Healthcare networkin the region. The best Doctors in the region are now proud to joinMediclinic. The trust and loyalty of our patients is continuously driving us togrow and improve.Quality care and personalized patient approach will always be our way ofmanaging our Patients. Make sure you always check the newly addedservices in the whole country so you can keep the Patients as comfortableas they can be.I would like to thank each and every Doctor for the hard work anddedication that brought us to where we are now.  2

Q1, 2018 ISSUE 1EMPLOYEE RECOGNITION - KEEP IT SIMPLESABEEH GHUGHARIALet's make Mediclinic Al Ain a recognition richenvironment with praise coming from every directionand everyone knowing how others like to be recognized Have you educated Have you ensured that for every recognition that is your team about the given, there is an importance of positive emphasis on why the recognized act was recognition and thesignificance of a praise- important? oriented culture? Are your recognitioninitiatives individualized,specific, and deserved? Are you an advocate for ocootrDuhpeteoainaretsienostdnyoosopasuapsernkoeadrfktdouctrvhnooheimtciisapemocseeryrfnsohotersn?r team members bypromoting their areas of competence and expertise? 3

Q1, 2018 ISSUE 1 EMPLOYEE ENGAGEMENT IN ACTION NOURIA BOTHA - FRONT OFFICE MANAGER AT MEDICLINIC AL AINTeambuilding!Some say teambuilding is a waste of time, money and effort and some might say it is needed in an organization. We said:“Let’s just do it!”In the busyness of the day, one often forgets to laugh and enjoy the company of the team at work. There is truth in the oldadage that: “All work and no play makes Jack a dull boy.” We become so engrossed in challenges and entrenched inroutine, that we fail to see our colleagues as just ordinary people! We really do come to view one another as part of thefurniture. This can lead to a tense, stressful work environment, hence the need for a break from the norm.A team building exercise is the perfect remedy as it interjects a freshness whereby new perspective can be gained.Similar to a holiday, one relaxes and becomes less guarded, which allows you to be more receptive to other people andnew ideas -at least for that time and hopefully is a trigger for ongoing relational improvements and greater efficiency inthe work space.Our Patient Administration Department recently took time out to regroup in this way. We did the normal team buildingactivities: namely obstacle course games, spoon races, sack races etc, but what stood out, was one I had notencountered before, called a ‘mummy race’! This involved wrapping someone in toilet paper, which proved to be no easytask, requiring a lot more skill and talent than meets the eye.I learned that you actually need a lot of patience and tenacity to successfully wrap a body in toilet paper or it might endup looking like Dr Hany did, who they couldn’t wrap at all! It became a huge struggle, but some of the team persevered.There were definitely lessons to be learned from the toilet paper game, whilst some just left me wondering “What’s that allabout; who the heck came up with this?”At the end of the day we had loads of fun, we got to know one another a little better and all learned something new. Thebiggest lesson learned was that success is dependent on teamwork, whether in the work environment or in friendship orwithin the family structure.No man is an island -we need one another. As individuals, be it in your capacity as clinical staff, admin staff,management, or even associates from say patient insurance representatives, it is imperative that we recognize the valueof our colleagues in our own success at the workplace and in the achievement of a common goal, which in this case is tocomplete the cycle of a satisfactory patient experience. 4

Q1, 2018 ISSUE 1 EMPLOYEE SPOTLIGHTRONJAYSON TALPLACIDO - UNIT MANAGER MEDICLINIC AL AINWhen did you join Mediclinic? I have been an employee of Mediclinic Al Ain Hospital since February of 2011. I work as a UnitManager for Critical Care including ED and Short Stay, Day Case and Endoscopy UnitWhat does your typical day look like? This I find hard to describe. There are days when its calm and there are days when it'snot. Sometimes it feels like a roller coaster ride of emotions and reactions that if you let it get to you won't enjoy the ride.What is your favorite aspect of your job? All of it. Especially when you see things are falling into place. it is frustrating attimes but I enjoy leading the team that I have.What has been the most interesting or challenging thing you have worked on duringyour career, here or before? Budgeting has always been a challenge.What are your hobbies outside of work?I'm not sure if you consider it a hobby but I do enjoy playing video games in my free time.What is one thing that most people don’t know about you?I think there is none. For me, what you see is what you get.Any favorite quote?\"Yesterday is not ours to recover, but tomorrow is ours to win or lose\" Lyndon B. JohnsonWEAM MAHER ATTIA AWWAD - FRONT OFFICE MANAGER MEDICLINIC AL JOWHARAWhen did you join Mediclinic? 25th of March 2018 What does your typical day look like?I’m an early bird, by Fajr prayer my day starts then I get my “must have” morning coffee ina quite spot outdoors, meditate for around 30 minutes followed by 30 minutes’ Walk/Jog.  It’s quite important for me to plan my day ahead, embrace a positive “purpose” of eachplanned activity to be carried out through the day then enjoy how I end up improvising 60%of the “planned” day! What is your favorite aspect of your job?Making a difference. A positive one to be specific!What has been the most interesting or challenging thing you have worked on during your career, here or before? I loveto go to areas where nobody likes to go to! Restructuring and redesigning processes ignites a spark within my head that has apleasurable effect. When conflict management is additionally involved, it doubles the fun!What are your hobbies outside of work?Anything that’s adventurous and unplanned trips are the best adventures! I love spending quality time with my loved ones fromfamily and friends. I’m very fond of traveling, hiking in the nature, socialize with people from different cultures and traditions,reading and understanding more about human psychology.  What is one thing that most people don’t know about you? I can do cartoon voice over.Any favorite quote? “Sky is the limit. Nothing is impossible, the word impossible itself says I’m possible” 5

Q1, 2018 ISSUE 1 SPECIALTY SPOTLIGHTIn every issue we will highlight a specific specialty to help raise awareness of unique and new services across the region.LEIGH BAYO - OCCUPATIONAL THERAPIST AT MEDICLINIC ASPETARWhat is Occupational Therapy?Occupational Therapy is a client centred health profession which focuses on how adiagnoses or condition is impacting on a person’s functioning at school, at home or atwork and what can be done to improve their difficulties. The primary aim of OccupationalTherapy is to enable people of all ages to participate in their lives as independently aspossible.What types of clients do Occupational Therapists work with?Occupational Therapist’s are able to work with clients of all ages from infants togeriatrics and everything in between.What type of diagnoses can Occupational Therapists work with?Occupational Therapists work with both adults and paediatric cases. The types ofdiagnoses that they can get involved in include:Paediatrics Adults•Sensory processing difficulties (difficulty processing and • Cerebral Vascular Accidents (Stroke)modulating information received from the environment e.g. • Acquired Traumatic Brain Injuries (e.g. Tumours).tactile defensiveness, movement seeking behaviour etc.) • Neurological Conditions (e.g. Multiple Sclerosis,• Autism Spectrum Disorder Parkinson’s Disease, Motor Neurone Disease)• Down Syndrome • Spinal Cord Injuries• Cerebral Palsy • Dementia and Cognitive Difficulties (e.g. memory,• Attention Deficit and Hyperactivity Disorder attention/concentration, problem solving, planning).• Learning and Concentration Difficulties • Hand Injuries• Developmental Delays (e.g. developmental milestones • Tendon and Nerve Injuries of the Handand gross and fine motor skills) • Rheumatoid Arthritis and Osteoarthritis • Repetitive Strain Injuries of the hand (e.g. carpel tunnel syndrome, De Quervains tenosynovitis)What specific areas are addressed in Occupational How do you contact the Occupational Therapist?Therapy treatment sessions? Relevant contact details for Leigh are as follows:Because Occupational Therapy is a client centredprofession, focus of treatment will be what is the most [email protected] to the client. The Occupational Therapist will 03-713-8777look at motor skills, cognitive skills and sensory skills andhow these skills can be improved to assist the client. Mediclinic Aspetar Al Ain, Falaj HazzaDoes Medical Insurance pay for Occupational Opposite the Falaj Hazza Police StationTherapy? PO Box 68339It is dependant on the medical insurance as to whether ornot Occupational Therapy is covered. 6

Q1, 2018 ISSUE 1OUT & ABOUT IN AL AIN Meet the Jowhara Joggers! Although the weather has become too hot, the Jowhara Joggers were out in full force in February and March. Participants came from all across the Al Ain clusters. Keep your eyes out for when the group gets together again.Meet our GallupChampionsdiscussing ourengagementagenda! Congratulations to the champions of our first annual Al Ain Basketball tournament! 7

Q1, 2018 ISSUE 1 A hearty congratulations and thanks to the entire team at Mediclinic Bawadi for clearing the DOH Ranking survey with a 97%! Great Work!Zakher Clinic demonstratingteamwork during their free time!If you didn't come to the ZakherBBQ you missed out on the bestlamb chops you'll ever eat! Creativity at it's best; Mediclinic Al Ain Cookbook. Thank you for everyone who contributed! Use the QR code below to see for yourself! 8

Q1, 2018 ISSUE 1 IVF and Dialysis Units are finally open in Mediclinic Al Ain! After much hard work, the units are open and seeing patients. Community outreach events. Free medical check up for the children of determination!Mediclinic AntenatalClasses - Preparingmothers for babies andbeyond! 9

Q1, 2018 ISSUE 1JUST CULTURE - CREATING ACULTURE OF SAFETYDR. ALI SYED ASIF - QUALITY MANAGER AL AINIn the healthcare industry, an organization to become highly reliable, Just culture requires arequires leadership commitment in building an organizational culture that change in focus fromsupports high reliability, and adapting the tools of robust process errors and outcomes toimprovement. At Mediclinic Middle East (MCME), we are committed to system design andthese goals in order to achieve high quality care, and we believe at the management of thecenter of them is promoting a safe and just culture. What comes to mind behavioral choices ofwhen we think about the term “just culture”? Just culture ensures balanced all employees.accountability for both individual and the organization responsible fordesigning and improving systems in the healthcare.A just culture balances the need for an open and honest reportingenvironment with the objective of a quality learning. The organization has aduty and responsibility to employees (and ultimately to patients) to ensurethe high quality of care and patient safety as its strategic goals.  Allemployees are responsible for their acts and decisions whilst performingtheir clinical or administrative duties. Just culture requires a change in focusfrom errors and outcomes to system design and management of thebehavioral choices of all employees.Humans make errors. Errors can cause accidents. In healthcare, errors and accidents result in morbidity and adverseoutcomes and sometimes in mortality. Our approach has been to seek out errors and identify the responsible individual.People function within systems designed by an organization. An individual may be at fault, but frequently the system is also atfault. A patient care system is obligated to collect productive investigative data that can be analyzed and acted upon toimprove patient, employees and our facility safety. This process is not possible unless members of the organization remainvigilant and mindful and maintain continuous surveillance. Similarly, people within the organization must believe that they areobligated to report errors. However, medical institutions cannot afford a blame-free culture: Some errors do warrantdisciplinary action. Finding a balance between the extremes of punishment and blamelessness is the goal of developing ajust culture.MCME leadership continued to embrace a just culture knowing its huge implications on improving patient safety anddelivering high quality of care. We urge all employees to familiarize themselves with this Just Culture and to recognize theirRoles and Responsibilities in promoting a Just Culture by reporting errors.Effective teamwork A Just Culture recognizes that individual practitioners should not be heldfacilitates collective accountable for system failings over which they have no control (latentlearning, which is integral errors); for example, improper supervision of juniors, inadequate staff toto safety culture. Team cover the service, and poor quality of equipment or devices. A Just Culturetraining can result in also recognizes that individual errors (active errors) represent predictablechange when the work interactions between human operators and the system in which they work.environment supports it. However, in contrast, a just culture does not tolerate conscious disregard of clear risks to patients, misconduct or reckless behavior, such as falsifying a record, deliberate violation of professional duties despite repeated reminders to follow safe practices. According to Culture of Safety Program (MCME.PROG.38.1), any reported safety event will be assessed objectively and analyzed using a systematic approach based on three classifications of behaviors or actions e.g. human error, at-risk behavior and reckless behavior.  10

Q1, 2018 ISSUE 1FROM THE NURSING STATIONELIZABETH SOJKA - NURSING DIRECTOR MEDICLINIC AL AINI am very excited at the launch of our Mediclinic Al Ain Newsletterand look forward to reading about all the events and changesthat will be occurring in our combined Cluster.  Exciting times areahead.In MAIN, we had our 4th Nursing Team Building and Planningsession on 08 March which involved the input of all our UnitManagers, Nursing Supervisors, Team Leaders and additionalinput from our Quality Manager and Coordinator and ClinicalEducation Manager.  It was a hectic but productive day.We recently received the feedback from “Your Voice” which has given us a base line about how we stand in relation to staffengagement.  The Unit Mangers will be meeting with all their staff to develop action plans on how to address the identifiedopportunities in moving forward.  I encourage each one of you to be involved in the action planning development andimplementation in order for us to make a difference for YOU.Please encourage all our patients to complete the Press Ganey survey as this will provide us valuable information which willenable us to improve the patient experience.International Midwives Day (5th May) and International Nurses Day (12th May) will soon be upon us and we have startedpreparing for the events in the combined cluster.  This year’s theme from the International Council of Nurses is “A Voice toLead: Health is a Human Right” and we encourage everyone to be involved to make this a fun filled eventNurses and midwives bring Nurses and midwives bring enormous energy, professionalismenormous energy, and creativity to the facility.  Sustaining motivation andprofessionalism and creativity ensuring smooth workflow for the largest workforce is a hugeto the facility. challenge in itself.  This would not have been possible if I did not have an excellent support team and I would not be able to spell SUCCESS without \"U\".  I sincerely appreciate the efforts of one and all and look forward to a wonderful, busy and challenging year ahead. 11

Q1, 2018 ISSUE 1MEET AND GREET OUR EXPANDING TEAMJoin us in welcoming the newest joiners to our team. These are your latest colleagues across the two clusters. Please extenda warm welcome and strike up a conversation!AL JOWHARAAleyamma Mathew Fairy Taroy Hamida Soussi Jenny Aquino Khuloud Al Ahbabi Assistant Nurse Radiographer Senior RN Registered Nurse Patient Administrator Mark Perales Nada Mohamed Noor Rashid Mirza Rose Del Rosario Registered Nurse Senior RN OT Booking Consultant Paediatric Coordinator Gastro Sahar Mohammed Samer Lababidi Sheena Liwanag Sibia Jerry Weam AwwadGeneral Practitioner Consultant Ob/Gyn Registered Nurse Assistant Nurse Front Office Manager AL YAHAR MADAR Hessa Al Kaabi Joy Cerezo Daw Mohammed A Szymon Lech KolaczSpecialist Ob/Gyn Registered Nurse Swessi Specialist Plastic Orthodontist Surgeon 12

Q1, 2018 ISSUE 1AL AINAllaine Rose Malala Anfal Abdulqader Iqbal Hussain Johanna Myburg Mohammad Thaer Registered Nurse Consultant Ob/Gyn General Practitioner Registered Midwife RCM Manager Nael Bargash Nathaniel Fontanos Noura Salaheddine Percival Beukes Registered Nurse Patient Administrator Supervisor ConsultantOrthopaedic Surgery Physiotherapy ZAKHER Ahmed Al Issa Fairouz Radi Samir Maksoud Zahra Alabandi Specialist Specialist Ob/Gyn Orthodontist General Dentist Paediatrician 13

Q1, 2018 ISSUE 1MEET AND GREET OUR EXPANDING TEAM DR. RASHID MIRZA - CONSULTANT PAEDIATRIC GASTROENTEROLOGYI am a graduate of the prestigious Dow Medical college Karachi, Pakistan.After my house job, I moved to the USA to do my residency in Pediatrics atthe renowned Lincoln hospital, New York, USA. I have forwarded my careerin Pediatric Gastroenterology at West Chester Medical Center, Valhallah,New York, USA. I developed an interest in Pediatric Hepatology during myfellowship and pursued it at Mount Sinai hospital New York, USA by doinga clinical fellowship in Pediatric Hepatology. I gained training andexperience to deal with not only Pediatric Hepatology cases but also preand post liver transplant management of pediatric patients.After my training, I have been part of many institutions as a consultantantin USA, Pakistan, UAE and Oman and dealt with many challenging cases. Ihave performed many difficult endoscopic procedure involving upper andlower endoscopies. I feel my biggest achievement was to spear head thefirst pediatric liver transplant of Pakistan at SIUT, Karachi in the role ofpediatric hepatologist. This was done in collaboration with Kings College,London surgical transplant team.I have always been interested in research activities and published articles as a first author as well as having contributed too asa supporting author especially in the field of Pediatric Hepatology. I have also been invited as a speaker on some prestigiousforums of Pakistan and UAE. Presently I am very honoured to work for Mediclinic Al Jowhara Hospital, Al Ain. My goal andmission is to develop a comprehensive pediatric gastroenterology and hepatology service which is scarce especially in theprivate sector here in UAE.I am very interested in watching new Hollywood movies and like to go for a morning walk which provides me a refreshingfeeling and energy to accomplish and strive for goals I am selected for. I am very inspired by the father of the Pakistani nationMr. Mohammad Ali Jinnah and his quote of Unity, Faith and Discipline has always been showing me enlightenment  and Ibelieve this is a path to success for nations.ON THE LIGHTER SIDELet's not make this mistake! Let's work together to ensure that all patient's are guided through the difficulty of navigatingreferrals. 14

Q1, 2018 ISSUE 1Submit your WELLNESS TIPScreative side andget featured in Try Yoga. Its many benefits are so profound that we should all at least givethe next issue! it a shot. Yoga lowers stress and is a great way to keep your body supple. Even just 10 minutes is a great place to start! Eat healthy fats. Healthy fats are like fuel for a good mood. They also promote good heart health and reduce cholesterol. Go for raw coconut, avocados, almonds, walnuts, flax seeds, cashews, pumpkin seeds, sesame seeds, and olives. Many of these are also packed with protein, B vitamins, and magnesium to enhance brain health even further. Look outside yourself. If you're prone to feeling anxious or depressed, thinking on it for too long can make things worse. Focusing on an enjoyable activity instead that engages your mind can help keep you from dwelling on it. THE PUZZLE BOX Do you enjoy solving puzzles? Rack your brains on this one! The circumference of the Earth is approximately 40,000 kilometers, and someone has just made a metal band that circles the Earth, touching the ground at all locations. You come along at night, as a practical joke, and add just 10 meters to its length (one hundredth of one kilometer!) It is now one four- millionth longer, and sits magically just above the ground at all locations. How far has it risen... could a fly, a rabbit or even a man squeeze underneath it? The person who responds quickest with the correct answer will get a small surprise! Submit your answers by the 30th of April 2018 to [email protected] with the subject line “The Puzzle Box”! AL AIN CORNER ANGLE Do you like writing poems or stories? Are you a budding photographer? Do you write blogs? Are you a good singer and have a video of one of your songs? Maybe you are a scuba diver and have had some interesting experiences to share? Maybe you are a stand-up comedian and have a recording lying somewhere? Please write to [email protected] with your contribution, with the subject line “Al Ain Corner Angle”. Curated items will be published in the newsletter, with due credits! 15

Q1, 2018 ISSUE 1FEEDBACK We would love to know your thoughts on the employee newsletter. What section do you enjoy the most? What more wouldyou like to see in the newsletter? What is your general feedback? Write to [email protected]  Scan the QR code to get your own copy! 16