Abu Dhabi Health Services Company (Seha) has won the 2013 European Award for Best Practices in the Platinum Category in recognition of its accomplishments in customer satisfaction and results in quality management.

This award is organised by the European Society for Quality Research (ESQR), and the accolade for Seha attests to its commitment in improving its quality management system by implementing ESQR’s Quality Performance Model (QPM) in all its healthcare facilities.

On behalf of Seha’s chairman Saif Bader Al-Qubaisi, the award was received by Dr Ali Abdul Karim Al-Obaidli, chief clinical officer, Seha, during a ceremony in London.

ESQR, headquartered in Lausanne, Switzerland, focuses on research, mechanisms and techniques to improve quality, and aims to promote this quality culture by awarding such accolades in multiple fields. This is intended to contribute to the identification of new initiatives and the latest innovations, to disseminate knowledge efficiently, and to contribute to the assessment of outstanding practices.

Winners in the European Award for Best Practices are selected after a group of specialists conduct surveys, polls and market research using a variety of channels, including the ESQR website.

During the convention, Seha showcased its achievements with regard to its quality of service and reviewed its expertise and mechanisms in customer service. Seha has initiated and delivered transparent systems of reporting and benchmarking across its electronic network of healthcare providers.

The company has also implemented outreach campaigns to communicate with the public and receive their feedback and suggestions.

Saif Bader Al-Qubaisi stated: “The QPM at Seha provides nine guiding principles for achieving excellence in performance and meeting the expectations of customers.”

“These principles are continual improvement, leadership, human resources, training, process management, environment, data analysis, strategic planning, and quality control,” he explained.

“The QPM implementation contributes to enabling Seha to better research its customers' needs, and also helps increase efficiency in the use of available resources, thus enhancing customer satisfaction and loyalty.

“This contributes to the motivation and engagement of staff in the continual improvement process, in the measurement of Seha’s capabilities in key activities, risk assessment, and cost reduction, while simultaneously maintaining excellence in quality across the organisation,” he added.

Dr Al-Obaidli said: “This is an international recognition of Seha’s achievements and an acknowledgement of our mission to achieve uncompromising excellence in the provision of healthcare services.”

“The true award lies in the continuous development of the services provided by Seha and the partnership with the public through community outreach programmes and open channels of communication. We have taken these recommendations and suggestions into account and have implemented changes accordingly, allowing us to further improve service provision quality,” he added. – TradeArabia News Service