Unified medical record (Salama system)

Introduced in 2017

In 2016, Dubai Health Authority (DHA) received more than 250 complaints regarding the waste of time to get service in all DHA service centres. Customers suggested that there should be a system to cut down procedures and reduce time required for provision of the service. Accordingly, the unified medical record ‘Salama’ was developed. It keeps databases and medical reports for patients, which help in the decision-making process. The purpose of the new system is to unify work procedures and provide quick access to patient data in all healthcare centres. Such system will contribute in driving studies and researches in the medical field. Consultations were arranged via different channels to collect suggestions on the new system. The customers, who expected that it would save their time and effort, appreciated the new system.

Unified call centre

Introduced in 2017

In 2015 and 2016, Dubai Health Authority received more than 100 complaints about customer calls not being answered by the DHA staff in most of the primary healthcare centres. Most of the customer suggestions called for one centre or platform to receive calls and redirect them to service centres concerned. DHA studied such suggestions carefully. After confirming its applicability, DHA consulted the customers again about the idea. Accordingly, an agreement was concluded between the call centre and the primary healthcare sector administration to start answering calls concerning booking, cancelling and re-scheduling appointments.

Leaders at your service

Introduced in 2015

The initiative, ‘Leaders at your service’, aims at opening an additional channel of contact with customers and visitors in all hospitals and health centres supervised by DHA. Many enquiries and suggestions were received to reduce procedures of service provision and to provide excellent services. Now, there are 15 contact channels. Under this initiative, customers can contact DHA leaders directly, to know more about services and procedures of the DHA and get clear and transparent answers to their inquiries.

 51 sessions were held in 3 years and 51 reports were prepared. 44 suggestions, 21 complaints, 40 remarks, 52 inquiries and 57 thanking messages were received. Accordingly, satisfaction and happiness index recorded increase from 88 per cent in 2015 to 89 per cent in 2016.

Volunteering… Do good be happy

Introduced in 2017

The purpose of the volunteering initiative is to make patients satisfied and happy. The doctors and other employees at DHA can take part in this initiative by providing treatment to patients during their leaves. This initiative was launched in line with the 2017 Year of Giving initiative. The main results of this initiative are:

• Relieving pressure on specialised clinics

• Bringing forward overdue appointments

• Providing fast and high-quality treatment service to patients and consequently, increasing their satisfaction and happiness.

Smart auction

Introduced in 2017

The smart auction is an application devised to manage auctions effectively. It was introduced after suggestions of customers, who requested a platform to receive information about upcoming auctions and to participate in such auctions. This application will increase returns of DHA and give chance to investors to participate in different auctions declared by DHA. Services covered by the auction include renting shops and other spaces and sale of surplus equipment and furniture.

The main results of this application are:

• Enhancing the institutional reputation of DHA and trust of investors

• Keeping pace with the directives of H. H. Sheikh Mohammed bin Rashid Al Maktoum, Ruler of Dubai, to transform Dubai Government to a smart government

• The new application will enable customers to view the auction and download the documents required from any place and at any time. Customers can participate in these auctions without the need to visit the DHA office. It will save time and increase participation. Customers need to register in the application to have a user name and password to be used for future participations

• A larger number of individuals, companies and investors will use the application. Hence, competitiveness will increase under a transparent and neutral system for all auctions held by DHA

• Increase of customer satisfaction to 90 per cent

• Reducing transaction time by 50 per cent.

Smart pharmacy

Introduced in 2017

Smart pharmacy is an electronic system to control prices of medicines and keep them in safe amounts. It uses the barcode of each type of medicine. This led to zero-error in prescribing medicines and the application of world’s highest standards of medicine safety.

The main results of applying the smart pharmacy system are:

• Increasing satisfaction and happiness of patients

• Reducing waiting time (from 20-25 minutes to 5-10 minutes) – 80 per cent of prescriptions are provided under zero minute waiting

• Pharmacists have sufficient time to provide pharmaceutical consultancy to patients

• Enhancing safety and security of patients and reducing errors in dispensing medicine by 97 per cent

• Enhancing safety and security of medicine management and reducing medicine prescription errors by 100 per cent

• Increasing pharmacy capacity

• Enhancing medicine stock management

• Pharmaceutical services of DHA became a model example for all government authorities within the country and abroad

•  Improving the general appearance of DHA’s pharmacies

• Enhancing world competitiveness of DHA’s pharmaceutical services.