10 Best Performing Hospitals of 2022

Dr.ShanilaLaiju GroupCEO MedcareHospitals& MedicalCentres

The care you need. The compassion you deserve.

Symbolizing Prominence with Excellence

Thedemandfortop-notchhealthcarefacilitieshas

beenontherise.Asthegenerationofbabyboomers continuestoage,theyaremorelikelytosufferfrom chronicdiseases.Inaddition,unhealthylifestylechoices andeatinghabitsarefurtherincreasingthenumberof patientssufferingfromchronicailments.

Patientshavealsobecomeextremelycautiousoffraudulent healthcareschemes.Thus,ithasbecomecrucialtobuild greathospitalsthatofferhigh-qualityhealthcareservicesat affordableprices.Thebesthospitalsalwaysprioritizethe patient'scomfortandconvenienceateachstageoftheir journey Agoodhospitalshouldfocusonmakingthe patient'sexperienceasseamlessaspossible,rightfrom appointmentbookingtodischarge.Itiscrucialtoprovide patientswithallthenecessaryinformationthatwillhelp themmaketheirdecisionfaster

Seniorleadershipisalsolikelytodemandaccountability. Thismotivatesdoctorsandotherhospitalstafftoprovide thebestcarefortheirpatients.Thus,thepresenceofa visionaryleadermakesthehospitalmanagementandall otherdepartmentsmoreproductiveandefficient.Thishelps thehospitalachieveallitsqualityimprovementgoals.

Oneofthemostsignificantfactorsthatdistinguishatopnotchhospitalfromanaverageoneisitsabilitytointegrate thelatesttechnology.Technologyhasrevolutionizedseveral

aspectsofhealthcare,makingitmoreaffordable,risk-free, andfast.Forinstance,theuseofroboticshassimplified manycomplicatedandtime-consumingsurgeries.In addition,theuseofstate-of-the-arttestingequipment ensuresthattheresultsareaccurateanderror-free.

Besthospitalsalwaysputtheirpatientsfirst.Theirpolicies, facilities,andpricingstructurearedevelopedtoprovidea hassle-freeexperiencetoallpatients.Inaddition,theyfocus onempoweringtheirpatientsbygivingthemaccesstoall thenecessaryinformation.Theyareoftenledbyavisionary senior-levelexecutivewhoinspiresthedoctorsandstaffto delivertheirbest.

Embracingthejourneyofsuchprominenthealthcare organizationsthatareenablingperpetualbetterments, InsightsCare'slatestedition,"10BestPerformingHospitals of2022,"featuresenthrallingstoriesthathighlightthe significanceofthesehealthcareorganizations.

Flipthroughthepagesandindulgeintheiconicodysseyof theseorganizations.

HaveaDelightfulRead!

-Abhishek Joshi

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10 BEST PERFORMING HOSPITALS OF 2022

Featuring Person Company

Arovella Therapeuc sarovella.com

Michael Baker CEO

Brief

Arovella Therapeucs is a biotechnology company focused on developing therapies to treat human disease.

Aster DM Healthcare asterdmhealthcare.com

Brandon Rowberry CEO - Digital Health

Prof. Dr. Abdel Rahman Ahmed CEO Burjeel Hospital burjeel.com

Busamed Hillcrest Private Hospital busamed.co.za

Centre Medical de Botour cmbotour.com

Gruppo San Donato (GSD) gsdinternaonal.com

Medcare Hospitals & Medical Centres medcarehospital.com

Mount Miriam Cancer Hospital mountmiriam.com

Sheno Primary Hospital

Chris Mbhele Hospital Manager

Mrs. Hema Gupta Managing Director

Francesco Galli CEO and GSD Strategy & Operaons Commiee’s President

Dr. Shanila Laiju Group CEO

Aster DM Healthcare covers the full spectrum of healthcare services. Its expansive porolio includes hospitals and clinics, pharmacies, diagnosc centres, educaonal instuons, healthcare management and healthcare support systems.

Burjeel Hospital is the best technologically advanced mulspecialty Hospital in UAE. It provides premium healthcare services to all paents.

Busamed Hillcrest Private Hospital is commied to promong safe, cost effecve and quality healthcare services to all paents.

CMB is one of the leading healthcare providers renowned for its medical infrastructure and experse.

Gruppo San Donato (GSD) is among the largest European healthcare groups and leader in Italy

Medcare is commied to providing high quality, personalised medical care to every paent, Medcare lives by its simple promise: We’ll Treat You Well.

Mount

Hospital aspires to bring God’s healing presence through the best and affordable cancer treatment and care.

Sheno Primary Hospital is transforming the healthcare industry through valuable input of transformave ideas, constant networking, and solving problems effecvely.

Tel

is commied to providing medical excellence and compassionate care, delivered by the most skilled physicians and

Ms Joan Lim-Choong CEO

Miriam Cancer

Daniel Taddese General Praconer

Tel-Aviv Sourasky Medical Center tasmc.org.il

Prof. Ronni Gamzu CEO

Aviv Sourasky Medical Center

medical teams

OutpacingCurativeHealthcarewith EmpathyandInnovation

Asahumanmultiplier, Ithinkabouthowthedecisions Iammakingwillaffectthe teammembersIamworking with,andwhatcontributes totheirprofessionalgrowth andpersonalfulfillment.

Dr.ShanilaLaiju GroupCEO

MedcareHospitals& MedicalCentres

Inthecontemporarytimesofhigh-endtechnological advancementandground-breakingresearch,the healthcaresectorhasnotbeenleftback.Itisdefinedby thequalityoftreatmentthatpatientsreceive.Theentire ecosystemofeffectivehealthcareisnolongerrunbyhow healthcareorganizationschoosetotreattheirpatientsbut ratherbyputtinghealthcareusersatthecoreofitscare.

Inthisregard,MedcareHospitals&MedicalCentres,a leadinghospitalandhealthcaregroupbasedintheUAE, operatesitsinteractionswithactiveparticipationin understandingpatientneeds.Withitsentirenetworkof multi-specialtycareunits,thehospitalgroupensuresthe well-beingofitspatientsandtheirfamilies.

Ithasthepromisingpresencetodoeverythingittakesto makehealthcarefeasibleandmoreaccessible.Toattainthe objective,thehospitalbindstogetherseveralspecialistsand supportstaffworkersinacompassionatemanner,delivering thebestcareforallkindsofmedicalconditions.

TodiveintothemarvelsofMedcare'soperationsthatmeet itsobjectiveofpatient-centriccare,InsightCare MagazinecrossedpathswithDr.ShanilaLaiju,the GroupCEOofMedcareHospitals&MedicalCentres, wheresheelaboratesonthecontributionsthathave succeededthehospitalinitsmissionofeffectivecare.

TreatingtheMillions

MedcareHospitals&MedicalCentresisthepremium privatehealthcareproviderundertheparentgroup,Aster DMHealthcare.Withaneedtocatertothepatient populationinDubai,thebrandwasestablishedbyDrAzad Moopen,ChairmanandFounderofAsterDMHealthcare, in2006.

Today,ithasgrowntooperatefourleadingstate-of-the-art hospitals,includingtwomulti-specialtyhospitals(Medcare HospitalAlSafainDubaiandMedcareHospitalSharjah) andtwospecializedhospitals(MedcareWomen&Children HospitalandMedcareOrthopaedics&SpineHospital).The Medcarenetworkcomprisesof18medicalcentresinthe UAEthatservethehealthcareneedsofthecommunity

MedcareHospitals&MedicalCentrestreatmorethan1.2 millionpatientseveryyearinover35medicalspecialties, withmorethan1,000passionateandmultilingualdoctors, nurses,andtechnicianswhocometousfromdifferent medicalboardsandinstitutionsfromaroundtheglobe. ThehospitalhasestablishedastrongpresenceintheUAE

asitsstafflivesbyasimplepromise:“We’llTreatYou Well,”andisfullycommittedtoprovidingworld-class clinicalexcellenceandpersonalizedmedicalcaretoevery patient.

EvolvingintheJourney

Dr.ShanilaLaijuisthepersonoverseeingMedcare’s networkof2,000+cliniciansandsupportstaff.Shebegan herprofessionaljourneybackin1994whenshestartedher careerasadentist,furtherprogressingintohospital administration.Shegraduallyevolvedintoaclinic supervisorandoperationsmanagerandthenservedasChief ExecutiveOfficerfortwoflagshiphospitals—Medcare MultispecialtyHospitalAlSafaandMedcareOrthopedic& SpineHospital.

Aspartofhercontinuousendeavortopromotesafeand efficientmedicalcare,shespearheadedtheaccreditationof twoofthehospitalsbytheJointCommissionInternational andlaunchedmanycentresofexcellence,namelyin gastroenterologyandobesity,weightmanagement,and orthopediccareintheUAEanditsassociatedregion.

LittleThingsMatter

Dr.Shanilarealizedthatbeingthechiefexecutiveofficerof ahospitalmeansbeingpartbusinessleaderandparthuman multiplier.Itrequiresablendofdiplomacy,advocacy, businessmanagement,andfinancialsense.

OurvisionistotakeMedcare togreaterheightsbykeeping abreastofthetopstandardsin preventive,curative,and rehabilitativehealthcare, regionallyandinternationally.

Inherpositionasabusinessleader,shelearnedmuchabout theoperationsofahospital,therolesofdifferentpersonnel, howtobehumble,haveempathyforpatients,the dedicationofhealthcareprofessionals,andhowmuch"little things"meantoemployees.Suchaconceptservesto developastructuredleadershipapproachtowardhospital staffforgreatercollaborationandefficiency

Dr.ShanilaandherteamincreasinglycalluponMedcare's ecosystemtotransitionandmodernize.Forinstance,today, dataanalyticsandtheintegrationofAIareprovidingnew, complexwaystodelivertop-qualitycaretoourpatients. Andtheindustry-widetransitionfromafee-for-service modeltoavalue-basedservicemodel—onefocusingonthe qualityofservicesinsteadofthenumberofservices provided—meantthattheywererequiredtorethinkour operationsfromthegroundup.

“As a human multiplier, I think about how the decisions I am making will affect the team members I am working with and what contributes to their professional growth and personal fulfillment,” adds Dr.Shanila.

CateringtotheNeeds

Medcareisalwaysstrivingtoimprovethequalityoflifeof itspatientsintheUAEbyincreasingaccesstoprofessional caresupportandcutting-edgetreatment.Forthisreason,it hasmanagedtodevelopspecialtycentersofexcellence acrossallthefacilitiestocatertotheconstantlyevolving needsofthepopulationthatitserves.

Someofthesecentersinclude:

Ÿ TheMedcareFoot&AnkleCenterdealswithallsorts ofrelateddiseasesandpainmanagement.

Ÿ TheWeightManagementCentersupportspatientsto regaincontroloftheirweightbyfollowingtailored weightmanagementplans.

Ÿ TheGastroandObesityCenterisdedicatedtotreating patientswithcomplexconditionsusingstate-of-the-art techniques.

Ÿ ChronicCareManagementwasanothermajorhighlight foritspatients.Thisisacomprehensive12-month coursethatofferscustomizedcareplansforchronic diseasessuchasdiabetestohelppatientsliveahealthier life,andweprovideguidanceandmonitoringtoolsfor themtomakepositivelifestylechanges

Ontopofthat,Medcarehasaddedanumberofmedical centerstoitsportfolioinmultiplepremiumcommunities, thelatestoneswereinDubaiInternationalFinancialCentre, TownSquare,andMirdifCityCentres.Theplanistohave morethan40medicalcentersby2025.

AttainingHeights

OpiningaboutMedcare’svision,Dr.Shanilaquotes,“Our vision is to take Medcare to greater heights by keeping abreast of the top standards in preventive, curative, and rehabilitative healthcare, regionally and internationally.” Medcarebelievesthatcorevaluesshapeanorganization's cultureandsignificantlyimpactitsbusinessstrategy.It createsacorporatepurpose,improvesteamcohesion,and instillsasenseofcommitmentintheworkplace.Tomeet theobjective,theorganizationensurestooperateonthe followingvalues:

Thestaffarecommittedto deliveringoutstandingpatient careandexceptionalclinical servicesinourcommunities.We stronglybelievethatadopting innovationsandworld-class technologieswillrenovateour patientexperienceandunits' operations.

Ÿ Excellence:Surpassingcurrentbenchmarksby continuallychallengingourabilityandskillstotake Medcaretogreaterheights.

Ÿ Integrity:Todotherightthingwithoutany compromisesandembracingahigherstandardof conduct.

Ÿ Passion:Goingtheextramilewillingly,withacomplete senseofbelongingnessandpurposewhileaddingvalue toourstakeholders.

Ÿ Respect:Treatingpeoplewiththeutmostdignity, valuingtheircontributions,andfosteringaculturethat allowseachindividualtorisetotheirfullestpotential.

Ÿ Unity:Goingbeyondboundarieswithempathyandcare whileharnessingthepowerofsynergyandengaging peopleforexponentialperformance.

Toliveuptotheambitionsand expectationsofpatients,investors inhealthcareorganizationswill needtocontinuethejourneythat makespatient-centricityareality. Itisveryimportanttolearnfrom otherindustriesandimport practisesthatenableaccess, convenience,andpersonalization ofmedicalservices.

MappingOpportunities

Thehealthcaresectorisfacedwithmanychallenges,such astheneedtoharnessadvancedtechnologies,information andintegratedhealthservices,cybersecurityandprotection ofpatientdatarecords;risinghealthcarecosts;shortageof talent;andmostimportantly,theimmediateneedtokeep investinginthedigitalandconsumerismtransformationof thehealthcareindustry.

Pointingtothematter,Dr.Shanilastates, “To address these challenges, it was essential for us to map patient requirements and preferences that will help us understand what they want, who they are, and what their lifestyle habits are, so they remain engaged in their treatment, stay informed in order to be an integral part of their care journey. One way we’re applying this is through interactive, easy-to-use digital tools that help us work with our patients to be proactive about accessing care, ease of booking and managing appointments, and treatment planning.”

Shecontinues,“Moreover, the staff are committed to delivering outstanding patient care and exceptional clinical services in our communities. We strongly believe that adopting innovations and world-class technologies will renovate our patient experience and units’ operations.”

ThehospitalhasimplementedInterSystems,TrakCareasa Serviceelectronicmedicalrecordsystemacrossallitsfour hospitalsand18medicalcentres.Itwillbeusefulto improveclinicaloutcomesandpatientcaredeliveryby supportingourmedicalstaffintheirdecision-making.Dr Shanilabelievesthatthiswillhelpthehospitalstrengthen itspatientsafetyandprivacy,patientrecordavailability,and createmoreopportunitiestoofferthepatientsanenhanced experienceandseamlesscarejourneyastheyspendless timewaitingandavoidunnecessarytests.

Thesestepshavehelpedtheorganizationwithrecognizing itselfasatechnologyleaderintheglobalhealthcarespace.

TechnologicalSupport

MedcarelauncheditsteleMEDCAREplatformfor teleconsultationsattheonsetofthepandemictoprovide immediatemedicalaccesstopeoplewhoneededitfrom anywhereatanytime.Itallowedthemtoofferlivevideo consultationswherepatientscouldconsultadoctorwithout makinganadvancedappointment.Alltheyhadtodowas clickonthe‘CallDoctorLiveNow’buttonontheMedcare websitetoconnectwithadoctor

Furthermore,homecareserviceswereidentifiedasan obviousneedforitspatientsinareassuchaslabtests, vaccinations,nursesanddoctorsondemand,and medicationhomedelivery

EnsuringQualityTreatment

“We believe that healthcare is not just a service but an experience that enriches people’s lives at different levels and brings a positive change in the way healthcare is delivered,”statesDr.Shanila.

Medcareisattheforefrontofbestpracticesinthe healthcarebusiness,whichallowsittostayaheadofthe timesanddeliverpromisingsolutionstoitspatients.

“We move forward as a team by continuously attracting the best talent and therefore evolving as a successful, sustainable business. For us, it is all about enriching the experience of all those who come in touch with us and our

Toaddressthesehealthcare challenges,itwasessential forustomappatient requirementsandpreferences thatwillhelpusunderstand whattheywant,whotheyare, andwhattheirlifestylehabits are,sotheyremainengagedin theirtreatment,stayinformed inordertobeanintegralpart oftheircarejourney.

services—starting with our patients, to our internal stakeholders and business partners.”

Dr.ShanilademonstratesprideinMedcarebystating,“The availability of all major medical specialties in one organization means that our patients get comprehensive care for their health as well as convenience.”

MovingTowardsPatient-Centricity

Fromabusinessperspective,Dr.Shanilabelievesthatthere isan“always-on”demandforhealthcare.Itisoneofthe mostrecession-resistantsectors.Evenwhenmarketsare

unpredictable,thehealthcaresectorisresilientagainst possibleeconomicdownfallsbecauseofmedicaladvances, diversificationofpopulationneeds,virtualcarepotential, andnewinfrastructuretechnologies—allofwhichsupport long-terminvestmentgrowth.

“However, to live up to the ambitions and expectations of patients, investors in healthcare organizations will need to continue the journey that makes patient-centricity a reality. It is very important to learn from other industries and import practices that enable access, convenience, and personalization of medical services,”concludes Dr.Shanila.

Rowberry

Accessibilityofaffordablequalityhealthcareisa

hugeconcernaroundtheworld. Quality Healthcareisoutofreachofsomanyduetocost andmanyothersduetogeographyorcircumstance.To restructureandbridgethedistancebetweensupplyand demand,worldleadersareinnovatingoptionstoenhance accessibilityinallfieldsandparticularlyinthemedical sector

OnesuchleaderisCEO-DigitalHealth–Brandon RowberryofAsterDMHealthcare,who,withhis missiontobringhealthcaretothepalmofthepatient's hands,isrevolutionizingthegiftsofmedicalsciences accompaniedbytechnologicalplatformstoenable beneficiariestoaccessqualityhealthcarecost-effectively

Hisleadershipapproachissimple,yetpowerful.Brandon says, "I learn as much from our great employees as I hope they do from me. What I try to do is to teach and model good principles and enable my people to largely manage/lead themselves." Thecompanyisnowoneofthe largestHealthcareprovidersintheMiddleEastandIndia, serving~25Mpatients/customersandencompassingnearly allaspectsofModernHealthcare,includingHospitals, Clinics,Pharmacies,andDigitalHealth.

To know more, let us slide into the interview details below!

Brandon,kindlybriefusaboutyourselfandyour journeysofar.

Thejourneyhasbeenawideandvariedone,spanning variousindustries,geographies,andfocusareas.Theone thingthathastieditalltogetherhasbeenathemeofdriving growththroughambiguity.Ihavebeenrichlyblessedwitha wonderfulfamily,generouscolleagues,andopportunitiesto learnbeyondwhatIcouldhaveimagineddecadesago.

Ihavehadtheopportunitytostartbusinessesfromscratch, leadlargefunctionalareassuchasGlobalInnovationfor majorFortune500corporations,andinvestinandadvise bothstart-upsandmulti-billion-dollargrowthcompanies. Allofthisiswithafocusonincreasingtheaccessibilityand scalabilityofproducts/services.

IamverygratefultobeleadingDigitalHealthand tremendousgrowthatAster.

TheMissionofthecompanyfocusesontheAccessibility andAffordabilityofthequalityhealthcareservicesand productsweofferacrossmanycountries.

Thisfocusalignswithmypersonalmission.

PleasetellusaboutAsterDMHealthcareandthe inspirationbehindit.

AsterDMHealthcarewasfoundedbyDr AzadMoopenin thelate80sasasinglehealthcarecliniclocationinDubai servingtheunderservedpopulation.

Theinspirationwassimple,peopledonothaveaccessto affordablequalityhealthcare,andDr.Moopensteppedinto fillthehugegap.Fromthesehumblebeginnings,ithas growntooneofthelargestHealthcareprovidersinthe MiddleEastandIndia,serving~25Mpatients/customers encompassingnearlyallaspectsofModernHealthcare, includingHospitals,Clinics,Pharmacies,andDigital Health.

Whatarethekeyproductsandservicesofyour organization,andhowhasitopenedbothphysicaland digitaldoorstopatients?

Asterservestheentirespectrumofhealthcareneeds,from complexsurgeriesandTransplantstocancercaretobasic primarycareandeverythinginbetween.Asteralsohasa hugenetworkofPharmaciesprovidingPrescriptionand non-prescriptionmedicinesandproductstohelppeoplelive healthierlives.

DigitalHealthisleadingthewaybyconnectingPatientsto thefullspectrumofhealthservices/productsinandoutof thetraditionalhealthcaresetting.Ithasexpandedtheaccess andaffordabilityofhealthcareformillionsofpatientsand customers.

Beingabletogetcarefromnearlyanywhereandanytime viadigitaltoolsallowsfamiliestobettercarefortheir needs.

HowisAsterDMhealthcareincorporatingnovel technologicalsolutionsinitsoperationstodeliver improvedpatient-centricservices?

WehavebeenhardatworkincorporatingDigitalHealth solutionsbyconnectingtheonlyfull-rangehealthcare services/productscompanyintheregionwiththeabilityfor patientstohavetheirhealthrecords "In the palm of their hand."

Patients/customersnowhavethepowertohavereal-time controlandaccesstoa360-degreeviewoftheirfamily's health.

Howisyourorganizationenablingmorecomprehensive accesstohealthcareforpatientsintheoperative region(s)?

AsterhasthehighestdensityofHospitals,clinics,and Pharmaciesofanyhealthcareproviderintheregion.We haveaparticularfocusanddensityinareasthatare typicallyunderservedandlesswell-offthanotherareas.

OurmissionisfocusedontheAccessibilityand AffordabilityofQualityHealthcare,andthusouroperations matchthataim.DigitalHealthwidensthataccessmulti-fold bynothavingtobetiedtophysicallocations.

Nowyourhealthisinthepalmofyourhandregardlessof yourgeographyorfinancialsituation.

Howhaveyouinfusedyourbusinessandinvestment acumenintoAsterDMhealthcaretocontinueitsgrowth chartupwards?AsaCEO–ofDigitalHealth,howdo youensurethisgrowthisnotjustinvolumebutin valuesaswell?

IlearnasmuchfromourgreatemployeesasIhopetheydo fromme.WhatItrytodoistoteachandmodelgood principlesandenablemypeopletolargelymanage/lead themselves.Forthemostpart,afterprovidingguidance, goals,andresources,Itrytogetoutofthewayand,when needed,removeroadblocks.Ibelievethisleadershipstyle willcreatesustainablecapabilityinourorganizationand peopleand,thus,leadtogreatperformanceinthemedium andlongterm.

Myleadershipteamincludespeoplefrom5different continents.Thatwascertainlynottheintendedaim, however,itshowsthattalentcomestrulyfromeverywhere andisattractedtoopportunitiesthathelpthemfulfilltheir personalmissionsandresponsibilities.

Ourlonger-termgrowthneedstobeinfusedintoalltalent, andtherefore,Ispendaconsiderableamountofmytime workingdirectlywithpeopleoneononeandinsmall groups,ensuringtheyknowthatIunderstand,care,and supporttheirgreatwork.This,alongwithensuringthey havewholeareasof "ownership",helpsuscreateavirtuous cycleofhigh-achievingtalentdedicatedtoourgoals.

Asasuccessfulleaderandaguidinglight,whatisyour advicetobuddingentrepreneursincreatingtrustable digitalsolutionstoenablewideraccessandaffordability whileavailinghealthcareservices?

Solveaneedyouknowandexperiment,experiment, experiment!Ihaveneverseenabusinessplanthatfully stoodthetestoftimesotheflexibilitytoread,reactand makechangesismuchmorevaluablethanaperfectly polishedplan.Getyoursolutionintothehandsofanyone whowilluseitandbuildfromtheirexperiences.

Inhealthcare,toomuchinnovationisfocusedonsolutions thatdrivepriceshigherandhigherinsteadofmore accessibilityandaffordability.Pleasefocusyoureffortson thosesolutionsthatwillscaleandhelpustoenablethenext 10millionpeople,thenthenext.

Important Measures in in Healthcare

Ist nthe21 century,healthcareisoneofthemost

importantsectors,especiallyinadevelopingcountry likeIndia.Thissectorinterfacesdirectcontactwith millionsofpeople.Bothcommonmanandthemedical industryareinterdependentoneachother Thismeansthat anydisturbanceorlackofservicecanleadtodevastating consequencesinthehealthcaresector Thequality improvementawarenessinthehealthcareindustryis increasingdaybyday.Althoughourmedicalsystemhas becomepotentialandsafetosomeextentascomparedto thepastfewdecades,however,wehavemilestogo. Researchers,policymakers,andhealthcareexpertsare continuouslyseekingtodevelopmoresystematicwaysof measuringandbenchmarkingthequalityofcareofdifferent providers.

Thebasicmeasurestoassessthequalityofhealthcare organizationsareclassifiedasstructuremeasures,process measures,oroutcomemeasures.Thecareprovidersand hospitalscanfollowcertaintipssuchasestablishinga safetymanagementsystem,buildingofrapidresponse team,developingasafetycomplianceplanwithpatientsas wellasemployees,andstockequipmentmaintenanceisa Yes!Qualitycontrolcanbeachievedthroughdedicatedand trustworthyhealthcareproviders.

EstablishmentofSafetyManagementSystem

Thehealthmanagementindustryissusceptibletoeven minorchangesinit,mayitbedevelopmentalmeasuresor excessivereforms.Itdealswiththelivesofmanypeople andanysmallchangecanleadtoregrettableconsequences. Thehospitalstaffandotherhealthprovidersneedtobewell trainedwhiletreatingpatients.Itisessentialthathealth servicesadministrationincludeallthemanagersand employeesincludinginternsindecisionmakingstrategies. Thehospitalsmustalsoperformregularorganizational performancereviews.Theycansetupaspecialteamof licensednurses,physiciansandtechnicianstokeepatrack ontheregularreviewsofpatients.

Thiswillhelptokeeparecordofregularsafetymeasures beingcarriedoutandpatients'responsetotheinitiative.

Qualityassuranceismeanttoassessbothpatientsand healthcareproviders.Forinstance,hospitalstaffmustnot considerregulationsandinstructionsaspunitive,butrather seethempositively.Forexample,nursesandwardboys mustensurethatallthewardsinthehospitalarecleaned thoroughly.Sometimes,testrecordsofpatientsneedstobe cross-examinedbydoctors.Atsuchtimes,oneshouldnot justrelyonprinciplesandregulations,butcangobeyond setstandardstoprovidethebestservice.

BuildingaRapidResponseTeam(RRT)

RapidResponseTeamisagroupofdesignatedstaffthat mainlyconsistofdoctor,nurseandrespiratorytherapist. Theyimmediatelycometothepatientifthereisany indicationthattheirconditionisdeteriorating.Theteam promptlyrushestothepatientiftheyshowabnormalvital signs,troublebreathing,chestpain,signsofstrokeorin caseofseriousillness,ifECGmachineshowsabnormal heartrate.Afterstartingimmediatetreatmenttothepatient, theteamcontactstheattendingphysicianandmovesthe patienttoaspecificareaofthehospitalforspecialized monitoringandtreatment.Thoughalmostallthehealthcare providerscompriseofRRT,thesystemneedstoenhance theresponsegivenbyRRTtothepatients.

DevelopingaSafetyCompliancePlanwithPatientsas wellasEmployees

Theemployersandemployeesinthehealthcareindustry needtounderstandtheirrolesinorganizationstheyworkin. Apartfromtrainingeachnewemployee,theadministration mustalsofocusonupdatingthestaffregularlyonsafetyand healthpolicies.Trainingcampsmustbeorganizedina periodoffifteendaystoonemonth.Whenindoubt, employeesmustfeelsafetoconfronttheirconcernsand cometoahealthysolutionbydiscussingitwiththe management.Thisenablesthestafftogainconfidencein themwhicheventuallybuildstrustamongpatients.Every medicalorganizationmustclearlyoutlinesafetypolicies andprocedures.Themembersofeverymedicaldepartment musthavereassurancethatthemanagementwillreceive informationandconcernswithimpartiality.

StockEquipmentmaintenanceisaYes!

Greatnumbersofhealthcareserviceprovidersrelyon differenttypesofmedicalequipmentstofunction productively Agoodqualityofhealthcareprogrammust havealistofalltherequiredequipmentsthatarekeptready fromtimetotime.Thereshouldnotbeanytypeofshortage inanyemergencysituation.Allauthorisedpersonsinthe organizationshouldknowwherethesparepartsarekept andshouldhaveanaccesswheneverrequired.

Ifequipmentrequiredspecializedmaintenanceand handling,otherpeopleshouldhavecontactoftheassociated personsincaseofemergency Thefacilityshouldalso developalternativeprotocolsthatguaranteepatientsafetyif theequipmentgetsdamagedorbreaksdownwhile maintaining.Itisawelcomeadditionifafacilityhasits ownteamoftechnicianswhocanrespondimmediatelyif theequipmentdevelopstechnicalproblemsunexpectedly

Anish Miller

Theevolutionofhumanshasseenalotofchanges withinitself.Changes,thatwereessentialfortheir transformationtoattaintheadvancementofsociety Theprocessoftransformationhasinheritedhumanswith differentabilities,physicallyandbehavior-wise.

Thegreatesttraitthatmankindhasinheritedsinceits existenceisHumbleness.But,inthemodernera,withhighaltitudeskyscrapersandspacetechsolutionsgrabbingthe spotlight,thedeep-rootedandthemostessentialelementof humancapital—humbleness,isbeingovershadowedand thesignificanceofthishumanattributeisgettingblurred.

BreakingthenormofthisviciouscycleisCentreMedical deBotour.Itisonamissiontoestablishpeaceandcarein theworld.ItisthefirstISO9001:2015certifiedhospitalin theDemocraticRepublicoftheCongowithcorevaluesof Passion,Empathy,Excellence,andEthics.

Thesevaluesrequireagoodleadertobefollowed. Justifyingthesaying, stay true in the dark, and humble in the spotlight,Mrs.HemaGuptahasbeentheideal ManagingDirectoroftheorganization.

Below are the highlights of the interview:

Mrs.Hema,pleasebriefouraudienceabouttheCentre MedicaldeBotour,Kinshasa,DRC.Whathasbeenyour sourceofinspirationforventuringintothehealthcare industry?

ThesocioeconomicstatusofDRCongohasbeenmore marginalizedinCentralAfrica.Theyaredeprivedofbasic healthcarefacilities.Especiallypublicfacilitiesarenot accessibletomostpeople,maybebecauseofaffordability oraccessibilityintheirrespectivecommunities. Duetothis themajorgroupofthepopulationalwaysremaindeprived.

Althoughtheyalsoplayanimportantroleinour development.Thedirectcontributionofhealthtohuman

capitalformationandsocio-economicdevelopmentis unquestionableandwellrecognized.So,amodernhospital inthelocaltownisessentialforlocalpeople.Duetoahuge population,DRCongofacesadoubleburdenofdiseases: Malaria,Diabetes,Hypertension,Stroke,Chronic respiratorydiseases,HIV,Tetanus,Measles,Rubella, leprosy,andsoon.So,thishasbeenrealizedtoimprovethe healthconditionofthosediseasesaffectingpeople.

Pleasetellusaboutyourselfandshedsomelightonyour journeyastheManagingDirectorofCentreMedicalde Botour,Kinshasa,DRC.

IneverhadagoaltobecomeMD,insteadwantedtosolve problemsrelatedtothehealthofthepeople.Thereisanold sayinginthebusinessthatis,tofindaproblemandfixit. That'showIwasthinkingtohelppeopleofDRCwiththeir health-relatedissues.Therolecamewithamissiontolook afterthehealthofpeoplelivinginDRCandtheirrelatives. ThemajorityofthepeopleofDRCongoarestilldeprived ofmodernhealthcarefacilitiesandalsodependenton governmenthealthstructuresfortreatmentandinprivate hospitals,theyfallintopayingheftybills.DRCongosince independenceachievedmuchprogressinthepublichealth domain,buttherichandthepoliticallyblessedcanextract majorservicesfromthepublichealthsystem.Publichealth hasplayedavitalroleinprotectingandpromotingthe healthofruralcommunitiesacrossthenation.Inmanyof thesecommunities,publichealthofficesandpersonnelare theonlyprovidersofhealthservices.

Whatcorevaluesdoesthehospitalrunon?Whatareits missionandvision?

TheCMBhasbeenestablishedwithcorevaluesofPassion, Empathy,Excellence,andEthics.TheMissionofour MultispecialtycareinDRChasbeenenhancedby educationandresearchincollaborationwithmedical collegesthatareaccessibletoallupcomingmedical professionals.Andourvisionistobecometheleaderin

upholdingthehigheststandardsofmultispecialtycarein Kinshasa,DRC,aself-reliantinstitutionresponsivetothe healthneedsofallethnicitylivinginDRC.

Whatmakesyourhospitaldifferentfromtraditional modesoftreatingpatientswhoaredealingwithseveral illnesses?

IncontrastwithavailableservicesinKinshasa,ourhospital brings4self-definingtraitsforpatientssufferingfrom illnesses.

Ÿ Thecultureofexcellenceisdeeplyembeddedinour clinicalteam,theydoarootcauseanalysisofpatients' conditionsandtakeappropriateactionforthem.

Fosteringthiscultureofexcellenceinourhospital helpedustoinspireandkeepthemmotivatedtoput theirbestfootforwardatalltimes.

Ÿ Westronglybelievethatthenursingstaffisthemost importantcaregiverinthehospital.MedicalConsultants andDutydoctorsinteractwithpatientsoccasionally, whereasnursingstaffsaretheoneswhoareintouch morefrequently Anefficientnursewouldprovidethe correctcareandempatheticbehaviorthatmakesall differenceinthepatient'sexperienceinthehospital.

Ÿ Thekeytothesuccessoftherelationshipbetween patientsandthehospitalistimelycommunication.What thepatientandmostimportantlytheiranxious attendantswantiscommunication.Communication aboutthehealthstatusofthepatient,communication aboutthetests,thetreatment,andthecostiswhatmake thembelieveinyourdecisions.

Ÿ Transparentpricingisthemainsourceofconfidencein ourpatients.Thereisasocialbeliefthathospitals overchargefortheservicesasnooneistoseewhatthey arechargingfor. Hence,webelievetransparencyin pricingwithtimelycommunicationresultsinsatisfied patients.

Whatspecificservicesalignwiththeideaofdelivering patient-centriccaretothepatientsatyourhospital?

Wehaveapatientmanagementsysteminplacewhich recordsallpatients'medicalhistoryandprescriptions.

Ÿ Allspecialistsofdoctorsareavailableinthehospital whichcaterstoallspecialtiesandsuperspecialties.

Ÿ Wehavepartneredwithallavailableinsurance companiesinKinshasathatareservingpatients.

Ÿ WehaveoneofthebiggestdialysiscentersinKinshasa wherewecando5sessionsatthesametime.

Ÿ Wehaveonemoderndentalclinicwithanattached dentallabwhichservesthelaboratoryrequirementofall independentdentalclinicsandgovernmenthospitals.

Ÿ Wehaveadedicatedbloodbankinthehospitalthat takescareofpatientsinemergencycare.

Tellusabouthowpatientsbenefitfromthedirectbill insurancefacilityatthehospital.

Thepoorpeopleofthecountryareneithercapableof bearingtheirhealthexpenditurenorconsciousofhealth, nutrition,andsanitation.Pervadingpovertyis,therefore,a

majorchallengeforensuringhealthcareforthegrowing population.Almostallofourruralpopulationdonotget healthymedicalservices.Theyaredeprivedofmoneyor politicalproblemswhichiswhytheyremainsickoverthe years.Hence,wehavepartneredwithallinsurance companiesi.e.,GGA,Activa,RawsurInsurance,andare offeringcashlessfacilitiestothepeopleofDRC.

Towhatextentdoestechnologyplayaroleatyour companyincateringtotheneedsofpatients?

InourhospitalallOPD,IPD,Diagnostic,andPharmacyare digital.Weareveryactiveinsocialawarenessthroughthe digitalplatform.Weareactivelyinvolvedinorganizing variousCMEsandconferenceswithmedicalfraternitiesin partnershipwithinternationalmedicalexperts.Wehaveall moderntypesofmachineryandmedicalequipmentfor diagnosisi.e.,ElectrophoresismachineforSicklecell anemia,RTPCR,ECG,EEG,Radiology,MRI,etc.

Whatadvicewouldyouliketooffertobudding entrepreneurswhowishtoventureintotheHealthcare Industry?

Ÿ AreaofExpertise:Asaninspiringentrepreneuritis veryimportanttorealizeyourstrengthandbuildthe businessbasedonyourareaofexpertise.

Ÿ Networking:Beopentonetworkingwithallsectorsof business,whichwillhelptobeupdatedinhealthcare. Networkingmakespublicityeasyandopensavenuefor thegrowthanddevelopmentofyourbusiness.

Ÿ Bepositive:Whenopeningahealthcarebusinessbe awarethatupsanddownsareinevitable.Trytokeepa

positiveattitudetowardsallsituationswhichwillkeep yougoingandfightforsuccess.

HowdoyouenvisionCentreMedicaldeBotour, Kinshasa,DRC'soperationsandservicesin2022and beyond?

Atthemoment,theCentreMedicalDeBotourisheavily involvedinimprovingitsfacilitiesandknowledgeof doctorstokeepupwithworld-classstandards,expanding itscapacitybybuilding2morehospitalsofCMBand upgradingitshumanandtechnologicalresourcestomeet theincreasingdemandforitsservices.Amidstthisthe visionofCMBistoremaininfocusintermsofitsprimary mission:tocareforthosewhoneedthebestofwhat medicalsciencewithasocialconsciencehastoofferinDR congo.

Pleaseprovideuswithafewclienttestimonialsand awardsorrecognition(ifany)thatbesthighlightthe positionofyourhospitalintheindustry.

CentreMedicaldeBotourisoneoftheleadinghealthcare providersinKinshasa/DRC.Ourhospitalisrenownedfor itsmedicalinfrastructureandexpertise,aswearethefirst ISO9001:2015certifiedhospitalinDRCongo.Our state-of-the-artlaboratoryresultsforRTPCRaregovt. approvedforinternationaltravel. Weareveryproudofour MedicineDirectorwhohasbeenawardedmanytimesas thebestOncologistinCentralWestAfricafromZenith Globalhealth.Wearethehouseofthebestdoctorsinthe country,supportedbyhighpatientethics,modern technologies,andresearch-basedcareinawarmand comfortingenvironment.

Healthlawsareusedtoformalizecommitmentto

goals,suchasthegoalofuniversalhealth coverage,creatingadriveforaction.Toenable cooperationandachievehealthgoals,peopleuselawto createdifferentorganizations(suchashospitals)and relationships(suchascontractsforprovidinghealth services).Inturn,organizations(whetherhealthministries, theprivatesectororcivilsociety)havemandates,policies andstrategiesbasedonlegalrulesthatguidetheirwork.

Therearealsomanyrulesthatstructurewhathealth organizationsandindividualsshoulddo,andwhattheymay notdo.Thisinteractionbetweendifferenthealthlaws resultsinhealthsystemfunctionsbeingcarriedoutand healthproductsandservicesbeingdelivered.Organizations suchasWorldHealthOrganization(WHO),FoodandDrug Administration(FDA),NationalAgencyforFoodandDrug AdministrationandControl(NAFDAC)andTheNational DrugLawEnforcementAgency(NDLEA)helpto implementhealthlawsonnationallevelandgloballevel,to ensurethatthehealthcareindustryisperformingeffectively

BelowaresomebasicRightsandLawsthateverycitizenin anycountryshouldbeawareofandmakeuseoftheir provisionsforbetterhealthcareservices-

No.1:RIGHTTONATIONALINSURANCE

LivingAbroad?FindInternationalHealthInsuranceor ExpatInsuranceforinternationalcitizens.

AsaCitizenofanycountry,youhavetherighttonational insurance,whichshouldbecoveredbythetaxpaidbythe citizens.Although,thathasnotbeenthecaseinmost developedcountries.

TheBismarckModel

LikeintheNationalHealthInsurancemodel,mosthealth carefacilitiesareprivate.Butcitizensarerequiredtobuy healthinsurance,whichisheavilyregulatedbythe governmentandmustprovidecertainbenefits.Usually, healthinsuranceisnon-profitandpaidforthroughpayroll deductionsorpayrolltaxes.Low-incomepeoplemay receivesubsidiesforhealthinsurancefromthegovernment. ThisisthesystemGermany,France,theNetherlands,Japan andothercountriesusetodeliveruniversalhealthcare.

TheBeveridgeModel

Thisistheothersystemthatprovideswhatpeoplethinkof asfreehealthcare.LikeintheNationalHealthInsurance model,thegovernmentusestaxationtopayforhealthcare. UnliketheNationalHealthInsuranceorBismarckmodels, mostmedicalfacilitiesareownedandrunbythe government.ThemostfamousBeveridgehealthcare systemistheNHSintheUK,whichwasdesignedby WilliamBeveridgehimself.NewZealand,Cuba,Hong KongandSpainarealsoamongthemanycountriesthatuse thissystem.

No.2:RIGHTTOPRIVATEINSURANCE

TheUSAdoesnothaveauniversal,freehealthcare program,unlikemostotherdevelopedcountries.Instead,in linewiththefree-market-virtuemindset,mostAmericans areservedbyamixofpubliclyandprivatelyfunded programsandhealthcaresystems.

Mosthospitalsandclinicsareprivatelyowned,withabout 60%beingnon-profits,andanotherfifthbeingfor-profit facilities.Coveragebyfederalandstateprogramsispartial, andmostinsuredAmericanshaveemployment-based privateinsurance.

Groupplansfundedbytheemployercoverabout150 millionAmericans.

Theseincludehealthmaintenanceorganizations(HMOs), whicharenetworksofproviders.Insuredpatientsseea primarycarephysician(PCP),whoserefersthemtoa specialistifnecessary

Amorepopularoptionistousepreferredprovider organizations(PPOs),whichallowpatientstoseeexternal providers,choosetheirPCPs,andseeaspecialistwithouta PCPreferralprovidedtheformeriswilling.

Thesearenowusedbyover55%ofinsuredemployees, comparedto25%inHMOsorpoint-of-service(POS) plans.

WithPOSplans,patientsmusthaveaPCPintheprovider network,butcangooutofthenetworkforafee.

No.3:ARTICLE35–RIGHTTOPREVENTIVE CARE

Everyonehastherightofaccesstopreventivehealthcare andtherighttobenefitfrommedicaltreatmentunderthe conditionsestablishedbynationallawsandpractices.A highlevelofhumanhealthprotectionshallbeensuredin thedefinitionandimplementationofallUnionpoliciesand activities.

No.4:ARTICLE25-THERIGHTTOADEQUATE HEALTH

TheDeclarationofHumanRights(UDHR)articulatesthis righttoadequatehealthinArticle25:“Everyonehasthe righttoastandardoflivingadequateforthehealthand well-beingofhimselfandofhisfamily,includingfood, clothing,housingandmedicalcare…”

About The Author

Juan Viedma Martinez (Dr.) Doctor at Law and MBA in Economy

My name is Juan Viedma Martínez, Doctor at law and MBA in economy I am Spanish citizen, birthplace Madrid. I'm 67 years old. Divorced with three independents children. I was working in many areas of law, especially in international issues and in macroeconomics affairs. Also, I love to support the Macedonia question and its legitimate claim for the rights of the country and its people.

I wrote some books in my professional career and I have a very special feeling about Africa. I have traveled to many countries in the ve continents and on defence of human rights. My clients are condent to fully recommend Juan Viedma Martinez – it is rare to see someone who brings such enthusiasm and initiative to any project. I have contributed to boost team performances and benet greatly from my dedicated work ethic, creative skills, and exibility of thinking.

Skills: Professional Liability · Business Law · Mergers and Acquisitions · Contractual Agreements · International Law · Economic Criminal Law · Criminal Law · Litigation.

No.5: THEANTI-KICKBACKLAW

Thislawprohibitsanyhealthcareworkerfromacceptinga bribeinexchangeforareferralforanitemorservicepaid forbyMedicareorMedicaid.Asimilarlaw,knownasthe StarkLaw,prohibitsphysiciansfromacceptingbribesfor referralstomedicalservicessuchaslabtesting,hospital services,orevenprescriptiondrugs.

No.6:THEFALSECLAIMSACT

Thisactprohibitsanyonefrommakingafalsemedical claimorafalserecordofservicesbilledtoafederally fundedmedicalprogram.Thisincludesbillingforservices notprovided,orbillingmultipletimesforasingleservice. Theactalsoprotectswhistle-blowerswhoreportthesefalse claims.Asimilaracthasbeenpassedthatspecifically coversfalseclaimstotheMedicaidprogram.

administrativelaws,contracts,caselaw,andcustomary laws.Whoisinvolvedinmakingtheserules,andtheform theytake,differsfromcountrytocountry.

No.7:LAWFORUNIVERSALHEALTHCOVERAGE (UHC)

Forallaspectsofhealth,therearebindingrulesthatgovern therightsandresponsibilitiesofgovernments,health workers,companies,civilsocietyandacountry’s population.Togethertheserulesmakeupthelegal framework,orlegalarchitectureforhealth.Theytakemany formsincluding:statutorylaws,regulatoryand

No.8:TheHealthInformationTechnologyfor EconomicandClinicalHealthAct

(HITECH):

Thislawwascreatedalittleoveradecadeagoaselectronic healthrecords(EHRs)werebecomingthenewstandardfor recordingpatients'medicalhistory.Itrequireshealthcare providerstoshowthatelectronichealthrecordsareusedto measuretheimprovementofthedeliveryofhealthcare, includingincreasedengagementbetweenthepatientand doctor,andareductioninhealthcaredisparities.Thisact alsosupportstheHIPAAprivacypolicybyrequiring healthcareprofessionalstokeepelectronichealthrecords privateandsecurelystored.

No.9:Themostcommonlyknownhealthcarelawisthe HealthInsurancePortabilityandAccountabilityAct,or HIPAA:

Thislawpreventshealthcareprofessionalsfromdiscussing patients'medicalrecordswithanyonebutthepatientor authorizedpersonnel.Thatmightbeotherteammembers treatingthepatient,insuranceproviders,ormaybea healthcareproxy Theimportanttakeawayisthatifyou’rea patient,yougettodecidewhosees—anddoesn'tsee—your privatemedicalrecords.

To determine the status, and ranking of global healthcare system such as in Europe, Africa, and North America, we need to look at some parameters including: implementation of healthcare laws for the benefit of the masses, affordability, efficiency, availability, Country Attainment of goals, Level (DALE) Performance and Overall health system performance

WhatCountryHastheBestHealthcareSystemin Europe?

Europehas5ofthetop10countriesrankedbytheir healthcaresystems.ThebesthealthcaresystemsinEurope areofferedbyFrance,Italy,Malta,Spain,andAustria.Most othercountriesinEuropehaveexcellenthealthcarefor theircitizens.Thebiggestfactorsindrivingtheirtop rankingsareaffordabilityandaccess.Thesystemsare typicallyheavilysubsidizedbythegovernmentand,asa result,areveryaffordable.Atthesametime,thereareoften longwaittimesandrestrictionslimitingchoiceinthese countries–sononeofthesesystemsareperfect.

The healthcare system in Spain isrankedthefirstbestin theworld,justaheadofItaly(2nd),Iceland(3rd)andJapan (4th).

FurtherRankinginclude:Estonia6977,Ethiopia182180, FederatedStatesofMicronesia104123andFiji10696and RepublicofMacedonia6872.

MacedoniaHealthcare:TheScore&RankbyCategory forRepublicofMacedoniawasbasedon,PreventHealth whichhadanIndexScore35.738.3,Changefrom20194.2+9.5andtheOverallRankis6872.

Theresearchonhealthprotectionpossibilitiesshowsmajor differencesamongcitizensinall30townsinMacedonia.As regardsavailabilityofhealthcarefacilitiesforcitizens acrossMacedonia,itisnotthesamewhetheronelivesin thecapitalSkopje,markedbythehighestlevelofhealth protection,orinDemirHisar,Berovo,SvetiNikole,Resen andVinica,wherecitizensenjoythepooresthealth protectionpossibilities.Differencesaresogreatthat,for example,Skopjehas1MDspecialistper339citizens,but Krusevohas1MDspecialistper3,182citizens.

EthiopiaHealthcare:Ethiopia'shealthserviceisstructured intoathree-tiersystem:primary,secondary,andtertiary levelsofcare.Theprimarylevelofcareincludesprimary hospitals,healthcentres,andhealthposts.Youcanreadin detailinarticleonHealthcareinEthiopia-Healthand welfare,Progressinhealthamongregions,Ministryof HealthcontributionsandInternationalTrade AdministrationsandUN,USAIDpartnershipswiththe GovernmentforStrengtheningtheHealthcaresystemin EthiopiabyChidiebereMosesOgbodo–Titled:Current PerformanceofHospitals&HealthcareSysteminEthiopia andWhatToDoBetterInwhich...

WhichCountry'sHealthcareSystemNeed'sUrgent AttentionandInvestments?

AccordingtotheWorldHealthOrganization,thefollowing country'shealthcaresystemsneedtoberevitalized, upgradedandinvestmentsareneededtoachievethebest healthcareservicestotheircitizens:

Ÿ Angola

Ÿ Zambia

Ÿ Lesotho

Ÿ Mozambique

Ÿ Malawi

Ÿ Liberia

Ÿ Nigeria

Ÿ TheDemocraticRepublicoftheCongo

Ÿ CentralAfricanRepublic

Ÿ Myanmar

Accordingtoa2017publicationfromthe CommonwealthFund,TheUSAisrankedlastoutof11 Countrieswithadequatehealthcaresystem.

“Amongthe11nationsstudiedinthisreport–Australia, Canada,theNetherlands,Germany,Switzerland,France, NewZealand,Norway,Sweden,theUnitedKingdom,and theUnitedStates—theU.S.rankslast,asitdidin2010, 2007,2006,and2014.”

“Mosttroubling,theU.S.HealthcareSystemfailsto achievebetterhealthoutcomesthantheothercountries,and asshownintheearliereditions,theU.S.islastornearlast ondimensionsofaccess,efficiency,andequity.”

Issue:Notwocountriesarealikewhenitcomesto organizinganddeliveringhealthcarefortheirpeople, creatinganopportunitytolearnaboutalternative approaches.

Goal:Tocomparetheperformanceofhealthcaresystems of11high-incomecountries.

Methods:Analysisof71performancemeasuresacrossfive domains—accesstocare,careprocess,administrative efficiency,equity,andhealthcareoutcomes—drawnfrom CommonwealthFundinternationalsurveysconductedin eachcountryandadministrativedatafromtheOrganisation forEconomicCo-operationandDevelopmentandthe WorldHealthOrganization.

KeyFindings:Thetop-performingcountriesoverallare Norway,theNetherlands,andAustralia.TheUnitedStates rankslastoverall,despitespendingfarmoreofitsgross domesticproductonhealthcare.TheU.S.rankslaston accesstocare,administrativeefficiency,equity,andhealth careoutcomes,butsecondonmeasuresofcareprocess.

Conclusion:Fourfeaturesdistinguishtopperforming countriesfromtheUnitedStates:1)theyprovidefor universalcoverageandremovecostbarriers;2)theyinvest inprimarycaresystemstoensurethathigh-valueservices areequitablyavailableinallcommunitiestoallpeople;3) theyreduceadministrativeburdensthatdiverttime,efforts, andspendingfromhealthimprovementefforts;and4)they investinsocialservices,especiallyforchildrenand working-ageadults.

How Hospitals Can Rebuild CommunityTrust with Diverse Approaches

Weallknowthatthehospitalbusinessisquite

susceptible.Therearemanysmallandlarge incidentsthatcanerodecommunitytrustinthe healthcaresectorifthechallengesarenotfacedeffectively ontime.Fromaviciousoutbreaktoaslowcorrosionofthe hospital-patientrelationship,anysituationcandestroy people'strustintheindustry.Forexample,theworldis witnessingsevererepercussionsoftheCOVID-19outbreak since2019,anditisstillcontinuouslygrowing.

Peopleineverycorneroftheworldstartedlosingfaithin themedicalindustrywhenhealthcareserviceproviders wereunabletotreatamaximumnumberofpatientson time.Millionsofpeoplewerelosingtheirlivestothis deadlyvirus,anddoctorshadnoclueofwhatexactlywas happening.Despitethemassivetrialstomanufacturethe effectivevaccine,peoplewereapprehensiveaboutthe agenciesthatweredistributingthepreparedinoculations. Manycommunityhospitalslostthetrustoftheirpatients overnightduetothehighinfectionrateastheCoronaVirus wasevolvingintoitsvariousmutationseachpassingday

Thereishopehoweverifhealthsystemleadersandstaffcan makeanefforttoimprovetheirreputation.Facilitiesor hospitalsinsuchsituationscanfollowcertainstepstotry andwinbackpatienttrust.

Understandingthedecreaseinpatients'trustin healthcarefacilities

Doctorsarethemosttrustedprofessionalsintheworld, withmanysocietiesregardingthemthestatusof'God.'But therapidpaceofprivatisation,finance-centriccaremodels andmechanicalattitudetowardspatientshaslowered patients'trustinthesystem.Acontinuousraceamong medicalstudentstoscorehighinexamsandnotbeingable toprioritizepracticalknowledgeisoneofthereasonsthat wearewitnessingnegligentdoctors.Asitissaid,half knowledgeisdangerous.

Accordingtoamedicalinstitution's2019report,61%of peoplewereoftheviewthathospitalsdidnottakethebest decisionsinfavourofpatientscomparedto37%in2016. Lackofresponsivenessofhospitals,increasedwaitingtime forpatientsandlowadherencetotheirfeedbackaresome reasonsforwideninggapincommunitytrust.Hospitals shouldencouragecommunityrunseventssuchassafetyfair orhealthcareruntocreateabondbetweenhospitalstaffand patients.

RebuildingcommunitytrustwithLogic

Itisseenthathospitalsrefrainfromshowingtheircaring sidetothepatientsandhavebecomemorecosmetic.Ethics inhospitalsarecompromisedwhilefixingrates,allocating bedsandexorbitantcostofmedicine.Healthcareleaders perceivethemselvesasjustprofit-drivenmanagers.This needstobecontrolledandregulatedbytheadministration andthehealthcaresectorasawhole.Nowadays,physicians recklesslyorderforcomplexdiagnostictests,evenfor minorailments.

Thisleadstothestartofdrillinginthepatient'spockets. Often,doctors,thesedaysdevelopafalsesenseofegoto accepttheirinabilitytonotknowsomething.Thishascost themtrustissuesamongtheirpatients.Leadersshould encouragegeneralphysiciansandotherdoctorstofocuson theirhardandsoftskillstogainthetrustofpatients.

ManagingtheCosts

Apropergoalneedstobesetbyhospitalstomaintaintheir risingcosts.Accesstopoorcareisnottheobjective,noris thereducingcostattheexpenseofquality.Quality maintenance,alongwithcostreduction,shouldbethegoal. Today,increasingprofitisdisarrayedwiththeinterestsof patients,becauseprofit-makinghasbecometheultimate goal.

Onlyincreasingthevolumeofserviceswillleadthe healthcaresectortonowhere,buteffectiveresultswill enabletoensureahealthyenvironmentamongpatients. Improvingvaluesrequiresimprovingoneormoreoutcomes withoutraisingcosts.Loweringcostswithout compromisingoutcomesisquiteessential.Everyhospital mustensuretosellmedicinesatgenericcostsoratleastthe sameasthecostofproduction.

EnrolmentinHealthPolicies

Healthcarepoliciesareaboondiscoveredbymankindto mankind.Althoughhealthcarehasincreasedinseveral developingnations,changinghealthcareneeds,growing expectationsandanambitioushealthcaresystemareraising thebar.Eachhospitalmustpromotegovernmenthealthcare policieswhileprovidingprivatehealthpoliciesatlowered rates.Long-termbenefitsshouldbeincludedinthepolicies.

Hospitalsshouldkeeparecordofthenumberofpatients everymonthwhohavebenefitedfromeithergovernmentor healthcarepolicies.Theindustryadministrationcanjudge hospitalsprimarilyonthebasisoftheirimpactsand equitabledistributionoftheseservices.Agoodeconomic benefit,alongwithgoodhealthcare,definitelybridgesthe gapoffaithbetweenthehealthcaresystemandpatients.

Thefoundationofhigh-qualityhealthcaresystemsinclude theamountofhealthneedofthepopulation,meetingtheir expectations,governanceofthehealthsector,workforce skills,tools,andresources,fromlow-costmedicinesto data.

-AbhilashaAgrawal

Daniel Taddese

Thecontoursoflifetakeoneonajourneyof discoveringthetrueselfandempoweringthat individualwithapurpose.Thisgoalcouldrange fromanythingandeverythingthatmakesoneinvestamajor partoftheirlivesinachievingit.Withrightamountsof hardworkplusotheressentialelements,anaspirantis morphedintoavisionaryleader

OnesuchleaderinthehealthcarenicheisDanielTaddese, whoisaGeneralPractitioneratShenoPrimaryHospital andistransformingthehealthcareindustrythroughhis valuableinputoftransformativeideas,constantnetworking, andsolvingproblemseffectively.Heaimstohelpevery patientinneedandpresentthemwithgoodhealth,whichhe thinksistheirwell-deservedright.Inthisprocess,heis extractingthebenefitsofmedicaltechnologywhilebeing flexiblewiththecurrenttrendsinthehealthcaresector.

Through the interview highlights below, let us dive in to read more about his inspiring and ambitious journey so far!

Pleaseshedsomelightonyourleadershipjourneyasa GeneralPractitionerinthehealthcarespace.

WellleadershipisajourneyandIamonthestartingendof it.

Iamhelpingandsupportingmyteammatesandcolleagues, recognizingtheircontribution,andworkingtocreatea strongteamfromwithin,bysimplytalkingtothemand figuringouthowIcouldhelp,howIcouldcontributeto solvingtheproblemsathandandtoenablepeoplein achievingtheirfullpotentialandalsodevelopingmyselfas well.

Tome,themostimportantthingisengaging,enabling,and supportingpeople.Asweallknowonecannotgrowand thrivealone.

Whatwastheinspirationthatpromptedyoutoventure intothehealthcareniche?

Well,Iaminspiredbymyfatherwhoisalsoahealthcare professional(healthofficer).Heisahardworker,andis belovedbyallthepatientshetreats.

Ilikethefactthathehelpsouthispatientsfromthebottom ofhisheartandIaspiretobelikehimtohelpoutthosein painandinneedofhealthwhichistheirright.

Ifeellikethisismycallinginlife.

BeingaGeneralPractitioneratShenoPrimary Hospital,howdoyouenvisiongrowingyournetwork operationsintothehealthcareniche?

Bysimplycarryingoutmoredutiestobeabletohelpothers learningthroughmycareer,meetingmoreinspirational persons,andsharingtheirexperiences.

Alsobycoppingwiththeadvancedcurrentmedical technologythroughcontinuousprofessionalandpersonal development,andbeingflexibleinacceptingandworking withcurrenttrends.

Frominitiatingyourcareerasamedicalintern,what werethechallengesyoufaced,andcouldyouenlistus theprofessionalhacksthathelpedyoubecomethe grandsuccessthatyouaretoday?

Well,mostofmyclientsarefromruralareasandthe knowledgegapbetweenthehealthprofessionalsandthe communitiesisnoticeableandIthinkthisisthemajor challenge.

ThebestwayIfoundistohearthemseetheirproblems throughtheirowneyes;indoingsowecanfigureoutwhat

THE BEST THING I HAVE LEARNT IN MY INTERNSHIP YEAR IS PATIENCE WHICH HELPED ME A LOT IN MY LIFE AFTER GRADUATING. AND THEN AFTER I HAVE BEEN GROWING EACH DAY EVER SINCE.

Daniel Taddese (M.D) General Praconer Sheno Primary Hospital

Interview

thegapsareandhowtofixthembyeducatingthemand learningfromthemandsustainingitbyinvolvingthemin thedecisionstheyclearlyprofitfrom.

Canyoupleasesharewithusyourinitialprofessional experiencesandwhatwerethelearningsthatmadeyou rampupyourgrowthcurve?

Well,Istartedmymedicalcareerfrommymedical internshipatuniversityofGondarafterfinishingmy medicalschoolthere.AndasIrememberit,itwasatough yearduringwhichIlearnedsomuchfrommyinstructors, colleagues,patients,orbyengagingindifferentactivities whichwerechallengingeachtime.

ThebestthingIhavelearntinmyinternshipyearis patiencewhichhelpedmealotinmylifeaftergraduating. AndthenafterIhavebeengrowingeachdayeversince.

Asasuccessfulleaderinthehealthcareniche,whatis youropiniononintegratingtechnologicaladvancements intothehealthcareniche?

Iamallfortechnologicaladvancementsandintegratingit tothehealthcareniche.Itwillsafeguardpatientsafety througheasyaccesstopatientmedicalrecords,reductionin medicalerrors,greaterpatientcare,improvedpatient education,andinreductionofcost.

Pleasegiveusyourvaluableinputaboutthefutureof thehealthcarenicheforthebuddingenthusiastaspiring toventureintothemedicalniche.

Well,Ibelievethoughwearedoingwhatwecanintreating theclients,wereallyneedtoworkandimproveonour preventiveprimaryhealthcareservices.

Seeingourcurrentsituationslikethatofincreaseinhighly transmittablediseaseslikecovid19pandemic,increasein non-communicablediseaselikecanceranddiabetes,itwill beaburdeninthehealthcarefacility.

So,workingonpreventingwillhelpusimproveonour healthstatus.

“

A Holistic View of Patient’s Well-being

Apatient at the hospital reaches out to the drug store, looking for a cure for his aching body. However, s/he ends up receiving the wrong drug. Perhaps it was due to a mistake of not identifying the right package.”

Thisstorysoundsfamiliarandhasbeenheardin

manystoriesacrossmediahousesandthemedical fraternity.Right?

Ifyes,itisimportanttoknowtherecenttrendexperienced bypatients.

Patientsinrecenttimeshavegrownvulnerabletofailure withtherisingcomplexityofhealthcaresystems.Despite theexistingfacilities,thereisalackofcommunicationand involvementinpatients’care.

Hence,inaneraofrisingmisunderstandings,GruppoSan Donato(GSD)isaleadinghealthcaresystemthathas managedtostandoutfromthecompetition.Locatedin Italy,aplacethatlacksnothingwithregardtocare,GSDis onestepfurther.Itnotonlyoffersdiagnosisandtreatment butisalsoconsiderateofpatients’overallwell-being.

“It is essential to treat pathology while aiming for patients’ well-being. What’s important to the patient’s eyes is what we truly perceive,”saystheGSDteam.

WecrossedpathswithFrancescoGalli,theCEOand PresidentoftheGSDStrategy&OperationsCommittee, todiveintotheoperationsthatensurethelongevityof GSD’sleadingpositioninthehealthcaresector

Below are the highlights of the interview

Pleasebriefusaboutyourhospitalanditsinception story.

Foundedin1957,GruppoSanDonato(GSD)isthelargest hospitalgroupinItalyandoneofthemostimportantin Europe.Withits56facilitiesandmorethan7,000medical specialists,GruppoSanDonatotreatsaround4million patientsayear.Itincludesthreeofthecountry’smost importantresearchinstitutes:SanRaffaeleHospital (MolecularMedicine),SanDonatoHospital(CardiovascularDiseases),andGaleazziHospital(OrthopaedicDiseases).

Whatarethekeyservicesprovidedatyourhospital,and howisitimpactingthedemographicconcerned?

Withabout14,500,000annualproceduresand3,239 scientificpublicationsin2021,GSDisamulti-specialty groupwithsomeofthegreatestspecialtiesrecognized worldwidefortheirclinicalandscientificresearch.

InthefieldofOncologyandHematology,eachyearatSan RaffaeleHospital,thelargesthospitalinthegroup,thereare about9,000hospitalizationsforcausesrelatedtocancer (about17.2%oftotalhospitalizations)and6,000 oncologicalsurgeries(30%ofthetotal).Thehospitalisalso theItalianreferencepointforbonemarrowtransplantation.

WithregardstotheCardiovasculararea,thegroupisan internationallyrenownedreferencecenterforminimally

Another piece of advice I would give is not to be afraid of making an effort and not to be discouraged by failures, but to always believe in them. Failures must be analyzed in order to understand the positive points in order to restart from there.

Francesco Galli CEO and GSD Strategy & Operaons Commiee’s President Gruppo San Donato - GSD

invasivesurgicaltreatmentofheartdisease,with 34%of cardiacsurgeryadmissionsinLombardy.Italsocountsasa highlyspecializedcenterofexcellenceforthesurgical treatmentofthemostimportantvascularpathologies. AnotherpointofexcellenceisOrthopedicstreatments. Thecenterhasthelargestnumberoforthopedicadmissions inLombardy.Withits12,545hipandkneeprosthesis operationsperyearand3,693spineoperationsperyear (2017),itisareferencecenterforlocomotorsystem diseases. InthespecialtyofOphthalmology,theOphthalmologyCenterisrecognizedbytheInternationalCouncilof Ophthalmologyasaclinicalanddiagnosticreference structure.Highexperienceandspecializationfeature bariatricsurgeryactivity,forwhichtheGroupReference CenterinItalyforthediagnosisandmultidisciplinary treatmentofobesity.Intheurologicarea,thegroup representsaninternationallyrecognizedcenterforthe treatmentofprostatichypertrophy,sexualdysfunction,and malereproduction.

ParticularattentionisreservedforReproductiveMedicine (FertilityCenter),withareferencecenterinEuropethat usesinnovativetechniquesinmedicallyassistedprocreation.Lastbutnotleast,theSanRaffaeleHospitalisa centerofclinicalandresearchexcellenceinthefieldsof NeuroscienceandNeurorehabilitation,neurosurgery, neurology,andneurologicalrehabilitation.Research particularlyfocusesonneurodegenerativediseases, neuromusculardiseases,andcerebrovasculardiseases.

AccordingtoBloombergindexes(2019),Italyisrecognized asthesecondhealthiestcountryintheworld,withthe fourthmostefficienthealthcaresystemglobally

Whatarethecorevaluesofyourorganization?Whatis itsmissionandvisionstatement?

ThemainvalueofGSD,stronglyinscribedinitsDNA,is humanity.GSDconductsitsactivitiesfocusingonthewellbeingoftheindividual.Allcarepathwayshavebeen thoughtupon,consideringeveryoneasacomplexentity madeupoffeelings,personalexperiences,andcultural heritage.

Thegrouppayscloseattentiontocurrentissuestobea majorplayerinbuildingtomorrow’shealthcare.Therefore, thevaluesofInnovationandSustainabilityareatthe forefrontofitsmissionandvision.

GSDwantstocreateexcellenthealthcarewithgreat accessibilityforeveryone.Itwantstoenableeveryoneto haveaccesstocareusingtechnologyattheserviceofthis goal.GSDwantstocontributetoahealthierandmore sustainableworld.

Couldyouelaborateonwhatmakesyourhospital uniquethatattractssuchalargecustomerbase?

TheuniquenessoftheGSDisduetotwomainpointsof excellence.

Firstofall,eachhighclinicalspecialtyiscontinuously developedandoptimizedbyclinicalandscientificresearch thatenablesahighlevelofcare,makingeventhemost innovativetreatmentsaccessibletothepatient.Besides, eachcomplexcarepathwayisstructuredina multidisciplinaryway.Peopleaffectedbymultifactorial diseaseshavemanythingsincommon,andtheirtreatment requiresdedication,professionalism,innovation,and humanity.

“The approach to these diseases is successful when all the professionals involved act in a coordinated way, without losing sight of the uniqueness of the individual.”Acomplex carepathwayisorganizedbyapatientmanagerwho supportsthepatientthroughouthisorhertreatment.In additiontothespecialistdoctorandhisteam,thetreatment pathalsoincludesanutritionist,apsychologist,anda physiotherapist.Thedesignedpathwaysareoriented towardsaholisticviewofthepatient.

Howareyouincorporatingemergingtechnology solutionstoenhanceinfrastructuralqualitiesaswellas thehospital’sofferingtochartitsgrowthupwards?

GSDisusingnewtechnologiestoimprovetheserviceof medicineontheonehandandcareforpatientsontheother hand.SmartHospitalsarethemodelthatGSDaimsfor, wheretheadoptionoftoolsandtechnologies(Artificial Intelligence,MachineLearning,Telemedicine,Wearables, andotherrelated)willrevolutionizehospitalconceptsand carepathways.

TheGSDICTDepartmenthasdeliveredthreeinfrastructure projectswhoseroleisfundamental.

Ÿ Thefirstoneiscreatinganinterconnectionsystem capableofconnectingour60+locationswithredundancyofphysicalroutestoguaranteemaximum resilienceandcontinuityindatatransmissioninorderto consolidateoverauniquenetworkinfrastructure. “SmartLife,”wideprocesses,widesolutions,competencecentermerging,converginginfrastructures, interoperabilityparadigms,andtakingcareofpeople’s healthareourcrucialgoals.

Ÿ Thesecondinfrastructureprojectconcernstherealizationofanewinfrastructurearchitecturewith infrastructuralbusinesscontinuityfeatures,geographicallydistributedovertwoproductiondatacentresanda third“dataprotectionsite,”implementingdisaster recoverypractices,supportingtherequiredworkloads, storinglargeamountsofdataanddeliveringhighvalueaddedservices.

Ÿ Furthermore, completecoverageofallhospital facilitieswithaWi-FiconnectionandBluetoothBeacon devicesisavailabletoenablethemobileusageof clinicalapplicationsandprovideservicessuchasasset tracking,indoor/outdoornavigation,wayfinding,and otherrelated.

Onthehigh-techfrontinmedicine,GSDrepresents excellenceintheuseofroboticsurgery,nuclearmedicine, radiotherapy,anddiagnosticimaging.GSDalsodeveloped itsowntelemedicineserviceinordertoallowitspatientsto interfacewithdoctorsevenduringthepandemic.

Asanexperiencedleader,whatadvicewouldyouliketo giveaspiringentrepreneursandenthusiastswhowishto ventureintosuchcompetitiveindustrythatyouare serving?

AsIalwaystellmyclosestcollaborators,todothejob,you mustfirsthaveagreatpassionandalotofcuriosity.Never gettiredofaskingquestions,oflookingforinnovative solutions,evenputtingyourselfinthepatients’shoesand learningtolookatthingsasawholewithouteverlosing sightoftheattentiontodetail.

Healthcareisacomplexworldthatrequiresalotofpatience anddetermination.Thedynamicsareoftenmanyand varied,andexperienceteachestherightbalance.Churchill saidthat,beyondsuccessesandfailures,itisthecourageto moveforwardthatcounts!