Emirates Healthcare Newsletter December2017

Insider the

EMIRATES HEALTHCARE’S MONTHLY NEWSLETTER

Emirates Healthcare Intensifies

ISSUE - DECEMBER 2017

The Fight Against Antibiotic Resistance

The group took part in another global advocacy as we celebrate with the rest of the healthcare industry the World Antibiotic Awareness Week (November 13-19, 2017). Physicians from various specialities and members from other healthcare professions gathered around for a successful CME event last November 14 under the initiative of EHJ CME Committee and in partnership with Group Corporate Human Resources – Training and Development team.

Dr. AlaaEldin Alhessi, Consultant in Internal Medicine, took the lead as he imparted World Health Organization’s (WHO) global action plan to tackle the growing problem of resistance to antibiotics and encouraged the multidisciplinary healthcare team to improve awareness and understanding of antimicrobial resistance through effective communication, education and training. Apart from a worthwhile exchange

of significant insights about the celebration and brainstorming for future plans, the attendees also gained additional unit for their continuing medical education hours.

WHO requests healthcare providers to strengthen the advocacy against misuse of antibiotics. Without proper guidance patients may take antibiotics when they don’t need them which speeds up antibiotic resistance.

Antibiotic resistant infections are more complex and harder to treat. Take time to teach and let them understand that antibiotics aren't always the answer. Hence, the slogan, “Think Twice.

Seek Advice."

EMIRATES HEALTHCARE’S MONTHLY NEWSLETTER - DECEMBER 2017

Core Value Of The Month

Humility

Globally, many patient testimonies can attest that humility’s not a word you often hear in healthcare industry anymore. With the increasing demands of workload, rapid expansion on local health systems and medical technologies, and focus shifted on revenues, healthcare professionals may tend to spend lesser time with their patients.

This may be the case for most but not for Emirates Healthcare Company. For the past newsletter publications we have learned more about our core values, Teamwork and Hard Work. This month, as we draw near to the end of 2017, let us try see how one can integrate this value further in our daily work routines for the coming year.

2

Humility as a core value enables employees working in the healthcare industry to relate to patients as individuals, empathize with their suffering and partner with them to alleviate it. Practicing humility means checking egos at the door, engaging in continuous self-evaluation, and recognizing areas within that may need improvement.

Wherever you are in the corporate ladder: a frontliner dealing with an angry patient; a purchasing officer waiting for your transaction to be completed with your supplier; a manager overseeing the operations of your branch; we all need to practice a healthy amount of humility.

While overconfidence apparently is something we need to avoid so as not to send a negative image of our professional character, confidence is not contradictory to humility. We can carry ourselves confidently while still maintaining humility. For those placed on higher ranks, leadership requires an ability to share credit, blame and a willingness to let others shine. A humble leader listens to what subordinates say and accepts responsibility when things go wrong. People respond well to humility because it shows that you place yourself at the same level as them, and not above them.

Humility is not about being meek and soft-spoken.

Humility is a value that encompasses a lot of good qualities necessary for people in the healthcare industry: caring for people facing serious illness, equipping them to make decisions, and even holistically supporting them and the people who love them. We do this not because we expect to earn awards but because we intend to earn the trust they’ve placed in us.

Humble people are, on average, more helpful than people who are conceited or egotistical. They are more likely to offer help, and offer more of their time to those in need. Unsurprisingly, humble people have also been found to be more generous. In addition, studies show that being humble generally leads to better work performance. So even if you're a little overconfident on the inside, practicing humility can actually get you ahead and even contribute to a positive customer experience.

3

EMIRATES HEALTHCARE’S MONTHLY NEWSLETTER - DECEMBER 2017

Training and Development

PARTICIPANTS OF BASIC LIFE SUPPORT (BLS) TRAINING COURSES LAST NOVEMBER EHJ Camille F Lacson Rafia Bahadur Dr Sachin V. Tulpule Esperanza Real Andoloy Resma Joseph Jyothi Nayak Gimi Mathew Dr Sonal Changal Dr Ghada Ibrahim Jerly Jose Archana Girish Kumar Mufeed Haneefa Sherin Scaria Reena Samuel Gladys Lazo Sharlet Nijo Madelyn May Abulencia Agnes Jane V. Capuso

EH-Conrad

Jessy Vallentina

Sindhya Rosy

Ailyn P. Alburo

Bindu Pandey

Sindhya Rosy

Anne Che Rae J. Robinson

Jenie Ello

CS-Jumeirah

Regina Dela Torre

Norman Henry Caponpon Camitan

Elaine Joy Bernardo

Carren Pereira

CS-Conrad

EH-RAK

Dr Dora Evangelidou

Dr Tushar Avinash Rohankar

Johanna Maureen Rogacion

I-Care Clinics-Lamcy Plaza

Josue Diputado Suasin Pragati Poudel Orieh Bede Chikwendu Mina Khadka Amelia Gayyaman Viernes Carla Louise Navarro Marcial Binda Shrestha Shilpa Ghimire Maricar Padilla Bryan Paul Ancy KA Nirjala Lamichhane Helen Laine Manna Karuna Rai Lakpa Sherpa Gita Sharma

EHRH-Jumeirah Marjorie Gabata Domicillo Vijaya Kumari Batchu Aditi Midha

I-Care ClinicsDiscovery Gardens Dr Prudhviraj Mare Dr Venkata Phaniraj Dr Joan Garcia Rani Thomas Jessan Cayabyab Beena Joseph

Klinika MaharlikaJafliya

Meryl Arce

Anusha Chhettri

EHRH-Abuhail

Binita Thapa

Mark Francis Clavaton

Maira Garbarda Cadungog

Dr Sahana Moolya

Erwin Baclaan Sola

EH-Fujairah

Sarita Tamang

Nina Karki

Vanessa Rosales

Kalpana Rajan Magar

Anju Shrestha

Albitta Paul

Kumari Gurung

Dr Sashini Perera

EH-Marina

Sangita Sharma

I-Care Clinics-Mankhool

Marichu Almario

Irin Starlin

Bindhu Joseph

Cecilia Ilagan

4

Rona Paredes Marlo Genete

Dr Prithvijit Debnath Dr Nitin Godri

Training and Development

PARTICIPANTS OF ADVANCE CARDIAC LIFE SUPPORT TRAINING (ACLS) COURSES LAST NOVEMBER EHJ Reena Kunjumon July Jose Sujaa Arunshankar Emman Abdelardo

Dona Berkmans Nisha George Rosemarie M. Valencia

I-Care Clinics-Marina Flordelisa A. Ulep

Ancy Mathew

CS-Marina

Kala Anchuthaikkal

Le Ann B Academia

Kathappan

I-Care Clinics-Mirdiff

Rajimol K Rajan

Vani Sarella

Muhammad Sohail Farooq Jennifer Sales Foronda

I-Care ClinicsDiscovery Gardens

Afsal Kundodi

Jyostna Sarella

Jincymol Kuriakose

I-Care Clinics-Oasis

Dr Sonal Changal Radhika Ravi

PARTICIPANTS OF PEDIATRIC ADVANCE LIFE SUPPORT (PALS) TRAINING COURSES LAST NOVEMBER EHJ Adfrey Miguel M. Barut Maureen Marvel S. Carpo Nikki Rachelle A Epino

I-Care ClinicsDiscovery Gardens Glory Jem Remorosa Flores Dr Swagata Mallick

Anju Elsa Thomas

Reena Rajan Kavungal

Gimi K Mathew

PARTICIPANTS OF NEONATAL RESUSCITATION PROGRAM TRAINING COURSES LAST NOVEMBER EH-Jumeirah Fatma Unang

Saranya Nair

Irene Galleta

Veeral Veena Dsilva

Jancy Jose

5

EMIRATES HEALTHCARE’S MONTHLY NEWSLETTER - DECEMBER 2017

Training and Development

Exceptional Service:

Keeping Customer Service Excellence High Good customer service is all about bringing patients back and attracting more. It’s about sending them away happy - happy enough to pass positive feedback along to others about the hospital, or any of our facilities, who may then try our services for themselves and in their turn become new clients.

EHG believes that letting patients and their families achieve wonderful experiences during their stay can create ripples of positive effects toward our operations.

EHG’s Human Resources relaunches Exceptional Service training last November 6, 2017. As the group continues to advance further and take on

new horizons in the healthcare industry, the management seeks to constantly remind all of our employees about the value of customer service. The ultimate goal of this initiative is for us to champion the culture of “Exceptional Service” collectively in order to reach our most important and mission critical organizational results.

Focused on sharing our service behaviors and exploring fun, exciting approaches and techniques on customer relations, employees from Emirates Integra together with Dr. William Murrell Jr., EIMSC CEO engaged on an afternoon filled with insightful exchange of information and strategies for the team to intensify delivery of exceptional service.

UPCOMING TRAINING AND DEVELOPMENT EVENTS - DECEMBER 2017 Session

Date

Venue

Basic Life Support Courses (3.5 CME)

December 4,6,7,12,14

EHG Logistics Office, Al Quoz

Diabetes Prevention (5 CME)

December 5

EHG Logistics Office, Al Quoz

Phone Etiquette

December 10

Emirates Integra, DHCC

Advance Cardiac Life Support Courses (10 CME)

December -24 ,18-17 ,15-14 30-29 ,25

IHSTC, DHCC

Pediatric Advance Life Support Courses (13.5 CME)

December ,21-20 ,11-10 28-27

IHSTC, DHCC

*Contact Ryan through ryan.rebeca@emirateshospital.ae for details of the above schedule 6

Training and Development

You, Me and UAE:

UAE Celebrations – Expressions of Patriotism For the past days UAE celebrated few of its most momentous national celebrations.

Originally celebrated 3rd of November, last November 2, UAE flags were once again raised as a symbol of unity, patriotism and loyalty to the UAE while the birthday of Prophet Muhammad (PBUH), Martyrs' Day and National Day were celebrated from November 30 to December 3. These celebrations reflect how patriotism is being valued by both Emiratis and expatriates and through these celebrations people get to appreciate and understand UAE’s history as an invaluable element of United Arab Emirates’ achievements today.

Flag Day campaign advocates among UAE residents to remember the wise leadership, and adherence to the values of the union established by the UAE’s Founding Fathers. Additional guidelines were enforced this year to ensure that integrity and respect to the flag is kept high at all times. Dh1,000 fine, and jail time for mishandling UAE flag was enforced.

Martyr’s Day recognizes the sacrifices and dedication of Emirati martyrs who have given their life for the country and abroad in the field of civil, military and humanitarian service. All state institutions, nationals and non-nationals were engaged in promoting and remembering the values of sacrifice, dedication and loyalty of the UAE citizens who sacrificed their lives in battles of heroism, dedication and national duty.

Paying respects to this special day may range from simple forms of private prayers for the martyrs to grand gestures of volunteerism and advocacy through #Remembering Our Heroes posts on social media.

National Day marks the UAE's Union Day between the seven emirates. December 2, 1971, Sharjah, Fujairah, Ajman, and Umm Al Quwain joined with Abu Dhabi and Dubai and signed the Act of Union to create the United Arab Emirates. Eventually, Ras Al Khaimah joined the union.

As official communication for these holidays were released. The long weekend provided the residents a wonderful opportunity to make the most of these festivities. Air shows, car rallies and dance shows were the most common activities. People dressed up in UAE national flag colours, decorated their homes, work places, cars and streets as an expression of their involvement in the merrymaking. Heritage Villages were set all over the emirates in order to celebrate this event traditionally. Of course, it wouldn’t be National Day without an all-out fireworks display. The skies of UAE illuminated at night with a no-expense-spared fireworks exhibition that certainly kept everyone entertained.

7

EMIRATES HEALTHCARE’S MONTHLY NEWSLETTER - DECEMBER 2017

HR Hints

#HARSHTAG

AM I A RESPONSIBLE SOCIAL MEDIA USER

Recent advancements in internet use through social media opened boundless opportunities for us to communicate. We now broadcast our thoughts, opinions, pictures and videos instantly through a vast array of social media sites (e.g., Facebook, Instagram, LinkedIn, Tumblr, and Twitter). Some experts consider even e-mail and SMS as social media tools too.

Based on recent statistics presented through a promotional video of WeComply on Responsible Media Use: 1 out of 4 individuals use social media, which equates to 1.73 billion people globally; people can spend 74 billion minutes or 20% of their time using social media sites; 3 out of 4 employees currently access social media while at work for at least an hour a day; almost a quarter of the workforce believes it is acceptable to share opinions about work via social media and 15% says that if they oppose something about their company they would comment about it online1.

Based from these numbers, social media use is a phenomenon that’s clearly here to stay both in our professional and personal lives. Unfortunately, the 1 Thomson Reuters Compliance Learning. (2013 December 2). Responsible Social Media Use in the Workplace [Video File]. Retrieved from https://www.youtube.com/watch?v=SZPbJ1NDqX8

8

lines between our profession and personal lives are becoming unclear. We tend to bring our work home with us and unconsciously bring our personal lives at work. Hence, the necessity to set clear paths amidst these blurred lines should be a priority.

With the nature of our work, the internet has become an invaluable tool for all of us to communicate updates and concerns whichever entity we are in here in UAE and across the globe. Outside work, these sites have provided us with opportunities to be constantly up-to-date on things that are happening globally and amongst our circle. And occasionally, they can be avenues for self-expression.

In an attempt to cope and keep our sanity intact in the midst of varying levels of daily stress both from work and at home, we impulsively voice-out sensitive concerns and sometimes neglect the fact that these sites are public. I have nothing against freedom of speech. But such freedom entitles us with accountability.

I had a chance to ask people from different walks of life about tips on how to observe smarter social media practices and I summarized them into these

5 helpful reminders: Pause! Just like in any other stressful situation, when you are about to explode due to anger or shame, stop and take a breather. Calm your nerves and think again before clicking that Post button.

Organize your thoughts and save yourself from hurting others and probably a lifetime of humiliation and regret.

Moderation. Just like the telephone, using social media at work takes a commonsense approach. It doesn’t mean you can’t. You can do it during break times. Personal use should just not be excessive to the point that it will interfere with work and consequently productivity.

Shhh! Confidentiality is not only limited to our patients cases. Treat online comments the same way you would comment at a meeting, a dinner or public forum. You might want to sort the information you share about your company and don’t discuss confidential or classified topics.

Post Don’t Roast. Bullies have truly moved from the playground to the web. Is your status more important than their feelings? Consider first

if it’s supportive or shaming, helpful or harmful, advocating or alienating, respectful or ridiculing, and empowering or exploiting before you hit SHARE. Employees are expected to treat their peers with respect both in the physical workplace or online. Be polite! Be sensitive! Spread positivity and be that silver lining!

Own It. Take ownership of your account. On your social media network, you only represent yourself.

A blogger suggested to include “my views are my own” as a sort of disclaimer on your posts, if you really can’t keep things to yourself. But official or not, inappropriate remarks could damage a department’s, a colleague’s or your own reputation.

Responsible social media use is an advocacy each company should take. Instead of whining, let us be advocates of positivity using social media. Or better yet, we urge our colleagues to spend their online time more productively and do your own share of social media marketing. Share some love for your company by liking and sharing posts from our official social media accounts. Let people know more about our brand. You’ll never know how far your posts can go.

9

EMIRATES HEALTHCARE’S MONTHLY NEWSLETTER - DECEMBER 2017

HR HR Hints Hints

TELEPHONE

ETIQUETTE

STARTING IT RIGHT FROM “HELLO”

by Anny Lace Caldona

Phone calls play a major part in a company’s daily operations. This is because businesses need them in order to call out and contact vendors, business associates, workmates from other units and clients or customers. They are also valuable in that they open a door of communication with customers by allowing them to contact the business at any time during its hours of operation. As important as the phone is, it is just as important that we know the difference between what is good and what is bad phone etiquette.

At some point in our lives, we became that person: inquiring for services or venting out a complaint.

We all have our own share of this and we both know how we want and how we don’t want to be treated.

Whether you’re interacting with a colleague or a customer, the call you just picked up (or missed and not calling back) will create an impression of you and even the company. This may become a baseline of creating loyal customers, losing a business, and creating a healthy relationship at work. Remember, how you answer the telephone

10

will determine the tone of the entire call.

Below are 5 basic telephone skills that are essential for better and effective communication techniques.

Answering a Call – Take ownership of the call. Give importance to having an in-depth knowledge of the company you are working for: services, products and people in it. Greet and clearly introduce the company. Give your name and how you can assist the caller. As much as possible try to pick up the phone within three rings. Greetings can be quick and simple. Nobody would like to be greeted with surplus information like “Hi! Good morning, it’s a beautiful day today. How are you? What can I do for you?” A simple as “Thank you for calling Emirates Hospital. This is Ahmed.” will do.

Paraphrasing or Repeating the Information – In some cases, if you are confuse or you need to summarize the concern of the caller, you can do this technique by paraphrasing words or the relevant information. e.g. “If I understand you correctly, you are calling to… “ “To verify, you would like to... ” Active Listening - We all know that listening is rightly important in effective communication. They

say hearing is an ability but listening is a skill. By actually listening, we can make our callers feel important and valued. Especially if a caller is angry on the other line, do not interrupt them. Wait until they are finish completely and offer your sympathy & solutions.

Transferring a Call – Poorly taken messages can result to angry and annoyed callers. Before making a call transfer ensure that you have exhaust your resources in helping them. If you are not the right party capable in helping them, take time to follow the proper way of transferring a call. Ask their permission to be put on hold first and set their expectations on the actions you will do. Long hold will aggravate the caller’s frustration. e.g. “If you wouldn’t mind I will put the call on hold for 2 minutes while I... “ Ending a Call – Key is always try to end a conversation on a positive note. Let the caller know how you appreciate their business. If there are any action points

to follow up, repeat it to them so they are confident that it is going to be done. Make a note or write down the history of the call as soon as you get off the phone to avoid missing any pertinent information.

Phone etiquettes are built from a few basic rules and principles. In fact, it can be summarized in one word: COURTESY. If the caller is a potential customer and you are courteous to him, you have an excellent chance of gaining a new customer. If he is an existing customer, you’ll keep him for life! If it’s a colleague, chances of building stronger professional bonds are high.

Learn the Language English

Arabic

Ahlan wa Sahlan

Hello

Shukran

Thank you

Reply: Aafwaan

You are welcome.

Mabrook

Congratulations

Yaallah

Come on or let’s go

Mafi Mushkil

No problem

Titakkellem ingleezi?

Do you speak English

Ma’assalama

Good Bye 11

EMIRATES HEALTHCARE’S MONTHLY NEWSLETTER - DECEMBER 2017

HR Hints

Employee Recognition November 2017

Congratulations Dedication and hardwork are rewarded with RESPECT, but in Emirates Healthcare we do more! We celebrate each and everyone’s extraordinary contributions. This program is designed to reward employees’ dedication to their craft. All of your contributions positively affects the satisfaction and safety of our patients, colleagues, and the over-all success of the group. The management aspires that through this recognition, we get to ignite better perfomrances and breed more engagement from other employees.

12

Yasmeen Elfdawi EMPLOYEE OF THE MONTH CosmeSurge - Khalifa City

Grace Mendoza NURSE OF THE MONTH CosmeSurge – Fujairah

Ani Yeghiazaryan EMPLOYEE OF THE MONTH Emirates Clinic - Marina

Remya Varghese NURSE OF THE MONTH Emirates Clinic - Marina

Pasan Nirmal Chandradasa EMPLOYEE OF THE MONTH Emirates Hospital

November 2017 Name

Date

Mahmood Baladi

10-Dec

Nevena Peytchinova

21-Dec

Helen Ekeopara

01-Dec

Sweenich Soans

10-Dec

Mohamed Iqbal Saleem

21-Dec

Jeonalyn Binas Su An

01-Dec

Muhammad Ahsan

10-Dec

Asmait Bahlibi

21-Dec

Salini John

01-Dec

Ghada Mohamed Ibrahim

10-Dec

Vanessa Jane Juanillas

21-Dec

Earllove Camelotes

01-Dec

Khuloud Zohaib Anjum

10-Dec

Olive Lyn Jayme

21-Dec

Honny Zel Mepico

01-Dec

Rosette Isidro

10-Dec

Yangi Sherpa

22-Dec

Cherry Pearl Saul

01-Dec

Safaa Arnout

10-Dec

Jerin Abishek Muthuraj

22-Dec

Janice Hurlin

02-Dec

Sami Al Ali

10-Dec

Saneesh Kuttyadi Mithal

22-Dec

Maria Beverly Cisnero

02-Dec

Muhammad Sharif Ghulam Hussain

11-Dec

Sarita Tamang Tiwari

22-Dec

Riya Matteyel Raju

03-Dec

Usman Nazir

11-Dec

Kirk Jude Abdulradzak

22-Dec

Jeremiah Faranal Lim

03-Dec

Hanaa Mohamed Abdelrahman

12-Dec

Ahmad Abdulghafar

22-Dec

Maureen Marvel Carpo

03-Dec

Carolina Candelaria

12-Dec

Margarita Alfeche

22-Dec

Sarah Jean Basilad

04-Dec

Pradeep Narayana

12-Dec

Roselyn Pabrua

23-Dec

Jessie C Fernando

04-Dec

Dianne Rodenas

12-Dec

Siby Daniel

23-Dec

Muneer Nazeer

04-Dec

Sabrina Hamed Al Forqani

12-Dec

Maria Rizza Talavera

23-Dec

Eden Ramos

04-Dec

Deepa Rana

13-Dec

Rachel Lyn Samaniego

24-Dec

Anwar Mahaini

04-Dec

Ibrahim Abdullah Hajaj

13-Dec

Rishad Mohammed Kassim

24-Dec

Lina Toubal

04-Dec

Elymer Guanlao

13-Dec

Muhamed Mannekkara

24-Dec

Jusna Kattuvallikattu

05-Dec

Neah Kris Salay

14-Dec

Ma. Cristina Santos

24-Dec

Katrina Medina

05-Dec

Saima Liaqat

14-Dec

Souzan Zanboua

24-Dec

Simy Jo Jacob

06-Dec

Deepa Sebastian

15-Dec

Mohamed Sadik

24-Dec

Jayanthi Prabaharan

06-Dec

Fatima Mohamed

15-Dec

Jacqueline Raid Younis

25-Dec

Dearie Lauron

05-Dec

Kristina Tuclaud

16-Dec

Samina Ashiq

25-Dec

Rami Hashemi

05-Dec

Kryssa Angeli Ereso

16-Dec

Jesusa Palmes

25-Dec

Doha Al Sharif

06-Dec

Jenie G Ello

17-Dec

Maria Christina Gapasin

25-Dec

Palitha Ranathunga

06-Dec

Karrell Kim Palero Cane

17-Dec

Nina Christine San Jose

25-Dec

Maysa Asalay

07-Dec

Riechel Baylon

17-Dec

Rose Ann Polestico

27-Dec

Johnson Philip

07-Dec

Elma Tamon

17-Dec

Rica Mae Uy

27-Dec

Vdovychenko Kateryna

07-Dec

Thuraiya Aziz Al - Habsi

17-Dec

Saniata Valdez

27-Dec

Josue Diputado Suasin

08-Dec

Shaiby George

17-Dec

Maria Geniel Ramos

27-Dec

Radhika Ravi

08-Dec

Latha K

18-Dec

Hana Mohammed Be Romdhane

28-Dec

Budhina Maharjan

09-Dec

Jincy Thomas

18-Dec

Maysoun El Kurdi

28-Dec

Mandira Pahari

09-Dec

Myna Itaralde

18-Dec

Danny Joseph Valente

29-Dec

Lissa Mathew

09-Dec

Maira Cadungog

19-Dec

Reshma Concesso

29-Dec

Saranya Sathees

09-Dec

Srijana Karki Khadka

19-Dec

Vineetha Kaiprath

30-Dec

Ethelyn Mae Jalon

09-Dec

Shatha Alolaimy

19-Dec

Naresh Chevala

31-Dec

Rosemarie Valencia

09-Dec

Vanessa Joy Perez

19-Dec

Rizwan Akbar

31-Dec

Shilpa Ghimire

10-Dec

Christille Joy Gallarado

20-Dec

Kristine Gascon

31-Dec

Leah Gabayoyo Gallo

10-Dec

Navya Gijo

20-Dec

13

EMIRATES HEALTHCARE’S MONTHLY NEWSLETTER - DECEMBER 2017

Welcome to our Company

Emirates Hospital - Jumeirah

EH-Palm Jumeirah

Marie Nema

Dr Asha Thomas

Princess Abegale

Dr Marwa Ahmed

Saguisag Diala

Rene Ann Tolentino

Tonierose Tomale

Cecilia R Pantaleon

Khansa Faisal

EH-Business Bay

Dr Ahmed Saad MC Paul C. Soriano

Dr Punit H Thawani

Abymol Jogi

Dr Neda Khan

Salini Anna John

Anju P Abraham

Junabeth Cubio

EH-RAK

Nancy Sam

EHG-Al Quoz Shan Antony Sudhakar Singh Easo Isac Mohammed Rifay

Aboobacker Siddiq Rajesh Kannan

TCMC-Jumeirah Theola Vania Santos

Issa Jafar Ali Gholoom

CS-Al Ain

Dr Hina Asghar

Aprilin Jamelarin

Himat Ullah Milan Mehta Prabhakar Govind

14

CS-Marina

I-Care Clinics-Mankhool

Patrick Alcantara

Padma Prabha Devidas

CS-RAK

Sarath Nair

Elaine Jane Palomar

Sandhya Raveendran

Milda Mohamad AlHwari

Lijo Mathew

I-Care Clinics-Discovery Gardens

I-Care Clinics-Mirdiff

Neethu P Mathew

Akhila Darsan

Swapna Raju

Bincy Paul

Anu Mathews

Fitzgerard Coronel Perez Binsimon Baby Alintekizhakkathila Renuka Sawlani Jyostna Syamala Rao Sarella Maria Inez Absin Villanueva

15

EMIRATES HEALTHCARE’S MONTHLY NEWSLETTER - DECEMBER 2017

Across the Group events

EHC Ras Al Khaimah EHC-RAK Conducted Basic Health Awareness Campaign at RAK Government School. The basic health check-up was provided to the kids at the school. Congratulations to Emirates Hospitals Clinics RAK for the successful event.

CS- Fujairah Cosmesurge Fujairah conducted Health Awareness Campaign at Sharjah University, Khorfakkan Branch. Our very own Dr. Manal, Dermatologist, gave a free dermatology consultation for the students & the employees at the university. Congratulations to Cosmesurge Fujairah team for a successful campaign.

EHC Ras Al Khaimah Emirates Hospitals Clinics held health awareness campaign at RAK Municipality.

The following activities were done at the venue: Clinic Introduction by Clinic Manager Health Education Lecture by Dr. Imad Thura Promotion with Gifts and Flyers Congratulations EHC RAK team for a successful campaign.

EHC Fujairah Emirates Hospitals Clinics Fujairah conducted Health Awareness Campaign at General Directorate of Residence & Foreign Affairs.

Dr Kadim and Dr Suzan offered free consultations for the staff followed with general check-ups. As a token of appreciation Emirates Hospitals Clinics Fujairah staff was awarded with certificates.

16

Doctor On Call Doctor On Call Held a Health Check Up Campaign at Taj Hotel, Dubai. The health check-up campaign was held for Taj Hotel employees which included the BMI test, Blood Sugar Checkup and Blood pressure check.

Dr. Sashini Perera, Family Medicine Specialist consulted the employees who required the immediate assistance.

We congratulate Doctors on Call team for a successful campaign.

EHC Fujairah Emirates Hospitals Clinics, Fujairah held health awareness campaign at Emirates Identity Authority, Fujairah.

The health check-up included, BMI, Blood Sugar and Blood pressure tests taken at the venue.

Complimentary consultation was also extended

by Dr. Kadhim Fahad Thahab, Consultant Internal Medicine.

We congratulate EHC-Fujairah for a successful campaign.

EHC Ras Al Khaimah EHC-RAK jumps on the bandwagon and shared Breast Cancer Awareness campaign to the people of Ras Al Khaimah. With the goal of increasing awareness and help those affected by breast cancer through early detection, education and support services, the team accommodated residents of RAK from all walks of life. Visitors took away not only helpful teachings about breast cancer but also some wonderful gifts.v

17

EMIRATES HEALTHCARE’S MONTHLY NEWSLETTER - DECEMBER 2017

Across the Group events

CS Ras Al Khaimah Cosmesurge Ras Al Khaimah visited RAK Free Zone to conduct health awareness campaigns.

A number of employees of RAK FZE employees enjoyed the complimentary skin consultations and Mini Facial services. We congratulate Cosmesurge RAK for a successful event.

EHC Marina Emirates Hospitals Clinics—Marina held health awareness campaign at Habtoor Grand. The event was held for the employees of Grand Habtoor Hotel, Marina. Dr Hamid Reza, General Practitioner, and the rest of the team, accommodated and provided medical consultation and general health screening for 120 employees.

EHC Marina nurses did a wonderful job in assisting the patients, taking their vital signs, checking their blood sugar and doing the vision & bone density tests.

We congratulate Emirates Hospitals ClinicsMarina for the successful event.

18

Employee Health & Wellness

Taking The Upper Hand Against “Lifestyle Disorders” Diabetes perhaps is no longer a new word for most of us. Either we have encountered patients with diabetes, know someone having this disease or possibly you yourself are living with such condition.

This high prevalence of diabetes word wide over the years highlights the immense magnitude of the need to intensify diabetes screening and education advocacies across different population groups.

November 14, 2017 marked the international celebration of World Diabetes Day (WDD). WDD is the world’s largest diabetes awareness campaign reaching a global audience of over 1 billion people in more than 160 countries. The campaign draws attention to issues of paramount importance to the diabetes world and keeps diabetes firmly in the public and political spotlight.

On a national perspective, efforts such as the successful and recently concluded Dubai Fitness Challenge 30X30 , spearheaded by Sheikh Hamdan himself, seek not only to provide additional platforms for UAE residents to engage in physical fitness but also serve as a call for everyone to embrace healthier lifestyles through being more engaged in physical activity.

Across EHG, several advocacy activities have been conducted over the months to include group cycling events and CMEs which included diabetes risk assessment screening activities among participants.

From participants’ responses, it is apparent that there are a number of employees who are diabetics or at risk for developing diabetes. The former are either

on medications or have stopped taking maintenance medications because they have the impression that they no longer need such.

Moving forward, it will all boil down to our individual commitment to take on the challenge and be more inclined towards taking care of our body through proper diet, adequate physical activity and over-all positive mind set. Lifestyle disorders such as diabetes, hypertension and heart diseases will continue to be at the top of the leading diseases humanity will be at constant battle with today and for the next coming years. Our simplest efforts to learn more about these lifestyle disorders, estimate our risks or predispositions of developing these conditions, and commitment to prevent or if not manage these diseases at the earliest times can contribute positively to our over-all well-being we are building for our future.

19

EMIRATES HEALTHCARE’S MONTHLY NEWSLETTER - DECEMBER 2017

Emirates healthcare employee satisfaction survey 2017 An online corporate-wide survey was launched last October 15-19, 2017 and these are the key findings:

78%

How Satisfied Is The Workforce?

3 out of 4 employees are generally satisfied with their current work. Satisfied employees are the most important assets a company allowing them to be more productive, motivated, and loyal to EHC.

Higher Than MENA 64% *‘Workplace Satisfaction in the Middle East and North Africa’ (2016) Retrieved From Bayt.com

61%

91%

Compliance Rate

Over 700 employees shared their thoughts on the survey

*Average organizational survey response rate set at 53%

Employees Dedication

Towards Maintaining High-Quality Healthcare Services Is At An Optimum HIGH (Rank 1 of the 37 statements)

Continuous quality improvement leads 7 esat drivers 92% 91% 89% 87%

20

Excellent Customer Service: A Top Priority EHC Champions Global Healthcare Standards Incident Reporting Assists Improvement Sharing Creative Insights For Enhancement

STRENGTHS Job Performance

84% 91% Clear Designations and Responsibilities 90% Skills, Abilities And Potentials In-sync At Work 82% Available Resources To Get The Job Done 79% Enjoying Job Security/Stability At The Workplace 78% Manageable Workload And Schedule

Communication/Work Relations

81% 88% Confidence With Confidentiality 83% Convenient Communication Channels 82% Optimizing Intranet As A Helpful Communication Tool 80 % Doors Are Open and Relationships Are Strong 79% Updates Received In A Timely Manner 79% Environment and Programs Facilitate Interaction Among Colleagues

Corporate Culture/Image

81% 86% Sharing Good Words About Work 86% Core Values and Exceptional Customer Service Uphold At Work 81% Vision, Mission And Values Shared To All 79% Workplace Safety and Employees’ Comfort 74% Work-Life Balance Achieved And Maintained 21

EMIRATES HEALTHCARE’S MONTHLY NEWSLETTER - DECEMBER 2017

Emirates healthcare employee satisfaction survey 2017

Areas for improvement Leadership

73% 81% Respect And “No Harassment” Policy Held With Highest Value 79% Leaders Mirror Commitment For Excellence In Quality And Safety 74% Leaders Promotes An Atmosphere Of Teamwork 79% Workplace Safety and Employees’ Comfort 69% Leaders Listen And Stimulate Leadership Potentials 69% Leadership Transparency Perceived By Employees 66% Impartiality/Fairness In Dealing With Employees

Career Development

70% 74% Access To Continuing Education Activities 74% Provision Of Mandatory Training To Assist Job Performance 72% Clear Career Path For Employee Development 65% Educational Leaves Availed and Maximized 65% Career Advancement Opportunities Communicated

Employee Engagement/Recognition

66% 92% Personal Accomplishment Achieve Through Customer Service 73% Motivation Through Employee Recognition 69% Regular Performance Appraisal Schedules Conducted 54% Expected Benefits And Privileges Provided 44% Salary Competitiveness Across The Group 22

Suggestions for Improvement • • • • • • • • • • • •

Communicate Existing Processes/Programs Intensify Employee Recognition Efforts Clearer Views on Benefits and Leaves Leaders To Be More Accessible Highlight Clear 2-way Communication Path Bank on Debriefing/Feedback and Follow-Ups On Track Performance Appraisals Bring Professional Development To Sites More Staff/Career Development Opportunities Advocate Greater Use of Communication Technology Utilize Performance Review Outcomes Foster Job Security

23

EMIRATES HEALTHCARE’S MONTHLY NEWSLETTER - DECEMBER 2017