ICHIBAN - ISSUE TWO

Message from the CEO

Dear SJH Team,

“

And just like that, another year is coming to a close and Christmas is round the corner again. What a tremendous amount of work has been done in these 12 months!

Sometimes, in the midst of the day to day action, one does not realise how many decisions were taken, how many projects completed, how many changes implemented, how many patients have been cared for and how much energy we committed, day in day out.

Thankfully this year saw us recovering from the terrible COVID-19 pandemic reality and we gradually shifted back to a more normalised day to day operation. It was a fairly busy year for all departments and we are happy to note the positive feedback received from patients in all our facilities. Some of the positive feedback received is reproduced on page 11 though this only represents a snapshot of the hundreds of positive comments received which we share with you regularly on our social media pages.

This year saw us taking on and completing some major projects. The biggest project was the refurbishment of the Capua Hospital Operating theatres which were 25 years old. Our theatres are now young again offering a safe and high quality standard for our patients, doctors and staff alike. This project was a complex one and was executed on time and on budget. The most rewarding aspect of this project was the amazing support the Sliema and Zejtun teams gave to each other to ensure that there was no disruption of service and that specialists and patients received an excellent outcome. Feedback from all round was great – so a big well done to all. BRAVI!

Another major project that is currently underway is the new IMCU at Capua. This department will be doubling its capacity in the coming weeks. We shall also be introducing our own full time A&E specialists in our IMCU’s for the first time. This should allow for a more comprehensive level and quality of care to be given to patients especially during times that on call specialists

are hard to find, whilst providing better support to the medical team. The team is already doing a great job and we have seen an increase in demand in the IMCU’s, and we expect this demand to increase further as the quality and range of care continues to improve.

Burmarrad underwent a comprehensive facelift and is now offering a very welcoming and attractive environment in line with all other SJH facilities.

Eye Clinic have seen another strong performance in 2022 and are now venturing into new areas such as advanced vitreo retinal surgery and glaucoma surgery. The Clinic was also re accredited by ISO.

We are also putting a lot of new energy into Jamesco and Niumee and results are already beginning to show. We are looking forward to firmly establishing these as leading players in their respective industries in the months ahead. Follow our fun Niumee section on page 10. The cafeterias have also seen a major investment in both the ambience as well as the range of food options on offer, in order to improve the experience of clients using these services. Well done Maria and all the team.

After a lot of hard work and preparation for ISO accreditation at SJH Zejtun, we are finally at the finish line and we have been provided with the ISO Audit date which is set for January 2023. Best of luck to all the team. This would be the first multi-disciplinary Hospital in Malta to be ISO accredited (after the SJH Eye Clinic).

I cannot close this communication without expressing my sincere gratitude (I know that I speak on behalf of all of us) to my sister Lucienne, for all the great work and dedication given to Saint James over the past several years. Lucienne will be moving on and setting up her own HR company as a subsidiary of the SJH Group. Thank you and best of luck Luci!

Best wishes to you and all your loved ones for a blessed and peaceful festive season ahead and we look forward to seeing you all on the 16th for a ‘few’ drinks and cheer at our annual Christmas end of year staff party!

“

A big thank you to one and all as without your great work and support we would not be able to remain ICHIBAN

Jean Claude Muscat CEO Saint James Hospital - Operations

WE HAVE ALWAYS BEEN THE PIONEER IN DELIVERING THE BEST HEALTH CARE FACILITIES & SERVICES

by Andrei Camenzuli

Dear Team,

It is my pleasure to use this issue of Ichiban to update you on some new initiatives introduced.

In an effort to streamline and improve the quality and experience of corporate clients when using SJH services, we have created a Healthdesk.

The Account Executive role has thus been brought together under one division with the team made up of Yvette Fenech, Lucienne Buhagiar, Graziella Lovegrove and Jodie Galea.

The Healthdesk will now be run as a separate division within the Group, handling all corporate accounts directly and responsible for the business development of this very important growing market segment. Good luck to the Saint James Healthdesk team.

Another new service launched this month is the Saint James Community Nursing Service. This division wil be headed by Paul Vella and will be assisted by a team of SJH nurses. The SJH Community Service will allow us to support and reach our patients in the comfort of their own home.

It will also provide us with the opportunity to keep in touch with our patients after they leave the hospital, thus providing improved continuity of care and professional support beyond our hospital doors. Please do promote this new service with patients and best of luck to Paul and the team. We are sure this will be another successful SJH service.

As part of our drive to improve our oncology services, Dr Stephen Brincat has been employed in the role of Director of Oncology Services. His responsibilities include the creation of an oncology department of excellence, offering avantgarde services that are currently not being offered in other Hospitals. In view of this, the long-awaited cytotoxic room will be implemented for reconstitution of chemo drugs. This will be located in the old IT room just in front of the Pharmacy. This project will also be completed by the end of the year.

New X-Ray installed in Burmarrad

By the time this issue is published, the new X-Ray project in Burmarrad should be fully completed.

IMCU refurbishment

This will allow the company medicals and FFI tests to be relocated again to our Burmarrad clinic. A new X-Ray machine will soon also be installed at Capua hospital replacing our ageing existing one.

New Mammogram & High Quality Definition Ultrasound

A new advanced Digital Mammography Unit and a High Quality Definition Ultrasound are currently being installed at SJH Zejtun. This will allow us to increase our range of interventional radiology services further thus remaining the number one private Hospital in Malta when it comes to the field of radiology. We wil also be relocating the current mammogram at SJH Zejtun to Sliema which will allow us to offer digital mammography from SJH Capua in a few weeks time.

Currently a major project is underway in our Sliema IMCU that will see the new IMCU double in size and offer a more professional layout and an improved patient experience. This project will be completed by end-December and we are looking forward to staring the New Year in this new setup.

In order not to stop our services, the IMCU was temporarily relocated to the second floor under the direction of Clyde Bonello, a move implemented successfully by the IMCU team. Management is working very hard to also improve the quality of care in our IMCU by employing IMCU Accident & Emergency specialists that will compliment the new set up and provide better support to the existing medical team. Riccardo D’Apice was promoted to head of department for IMCU and we take the opportunity to wish him the best of luck in his new role.

IMCU Refurbishment

As you can see we have been quite active and I would like to take this opportunity to thank one and all for your tremendous contribution in supporting and ensuring that Saint James Hospital remains the number one private Hospital on the Island.

Theatre upgrade

What a journey!!! The theatre refurbishment and upgrade is now complete and thanks to the great work provided by the various teams that came together and gave a 100%, this major project was completed on time and within budget. Apart from the structural works, this project required a

surgeons redirected to Zejtun and many more. The theatre works on the 1st floor was the visible part of the project, however during this time, another two projects were also being implemented simultaneously.

New air handler for theatre 1 and 2 was installed on level P, along with the installation of new chillers in

A HOSPITAL’S JOURNEY TOWARDS STANDARDISATION & HAVING AN EFFECTIVE QUALITY MANAGEMENT SYSTEM

(QMS)

SAINT JAMES HOSPITAL - ŻEJTUN

by Tanya Costa

WHAT MAKES A QMS EFFECTIVE?

Policies and procedures

Quality Objectives (KPIs)

Compliance to policies and procedures

Risk Management

Evaluating suppliers to ensure they meet the standards we need

● Training, education and competency

● Internal Audit

WHAT ARE WE DOING TO ENSURE WE HAVE AN EFFECTIVE QMS?

STEP 1

The first step was to conduct a Gap Analysis, so that we could identify our present status. Then we organised several meetings to address these gaps and allocated the respective tasks to the HOD’s.

suppliers who do not meet our criteria

● Ensuring that a proper Equipment Management System is in place

● Project Management – steps were taken to meet the ISO standards

● Management of Change – started taking a proactive approach towards key changes, ensuring that key stakeholders are involved and risk assessments carried out

● Created a list of hazardous materials and ensured that Safety Data Sheets are available to all where needed

● Created a training matrix, ensuring the mandatory training is being done, and competency assessments developed

STEP 5

Internal Audit and Management Review

.

Building a Risk Management System (RMS), where we listed Risks/Opportunities and took a proactive approach towards the risk. This is a high-level document, that contains all possible risks, a risk priority number and corresponding action that needs to be taken to prevent that risk. The journey of this document was long, over a year and a half, and in the meantime we addressed most of the actions needed, to ensure that the risk does not happen or to minimize that risk. This was a huge learning curve for those who participated in building up the RMS. A review of the Risk Register will be done on a yearly basis, where further risks/ opportunities may be added.

Meeting the stakeholders, delivering presentations, training sessions and motivate the team.

STEP 4

Evaluating suppliers and tackling those

All policies and procedures are evaluated and compliance is audited. A report is given to top management and a management review meeting will be held to discuss how to address the findings.

WHAT ARE THE KEY FACTORS TO HELP US REACH OUR GOAL?

● A desire to improve and not settling for mediocrity

● Seeking opportunities for improvement, and working constantly towards improvement

● Celebrating what we accomplish, but raising the bar each time

● Having a sense of pride and desire to excel

● Being able to deal with small failures, but then rise again to the challenge

● Resilience

● Teamwork, this is not a one person show, we are all involved

“Uncontrolled variation is the enemy of quality.” - W. Edwards Deming

THE SJAYS SUMMER STAFF PARTY 2022

MEET THE NIUMEE TEAM

SLIEMA

“All reception staff is nice and helpful” – KB

“Both Julianne Leung and the radiologist girl were great!” - HC “Young Maltese female GP, phenomenal service. 110% satisfied, she’s absolutely amazing” - BD

“Both Dr Mark Abela and nurses at the nursing station were extremely helpful” - OS

“All of them at emergency in 2nd floor for tonight’s visit” - KC “Isabelle Mizzi and her team made every effort to ensure my screening went well” - LF

“Food has drastically improved. Love your ravjul” - VSP

NIUMEE

EYE CLINIC

“I’m sending this message without my glasses for me this feels like a miracle! Keep up the great work you are doing at Saint James Eye Clinic” – JD

“Thank you for all your help. The operation was life changing!” - DF

“Fantastic service and great results!” - MR “I couldn’t ask for better treatment, keep it up!” - AZ

BURMARRAD

“Reception staff and Doctor / GP on call. I like the upgrade at Burmarrad” – PF

“The lady from reception with curly hair, I met her last Monday, she is very kind and helpful, and all the staff are so kind but she is a bit more than other, as I know she is there from long” - SM

“Receptionist/doctors and nurses were exceptional” - LW

“They all go out of their way to help the client. I just hope you keep the excellent service you provide!” - DC

“Thank you so much for your fantastic service, what a great team ! I am always satisfied and pleased and best of all I know I can always depend on walking out of your premises feeling and looking my best!” - JF

“I am always super thrilled with the results. Super professional and always a pleasure to speak to. Keep up the amazing work” - DA

“Amazing results from Magda on my lashes always very very happy with their service” - JF

“Quick, smooth, informative consultation & welcoming ambiance” - EG

“Would like to Thank Marie, Nashra and the Lady that did my threading for their service and professionalism. They are so nice, professional and helpful” - JC

“Dr Pillow is absolutely AMAZING” - MB

“Nevena was excellent, very professional, not pushy and introduced me to a very good product and possible future facial treatments” – RN

ŻEJTUN

“Rita from kitchen, Nurse Anna Maria and Sue Grech, although all were very efficient.” - CO “Midwife Carmen, and all the medical and nursing staff were absolutely excellent. Thank you for your hard work, understanding and advice!” - GV

“The Reception staff. They are so nice and make you feel very welcome!” - IB

“Frank Zarb - he explained everything to me before my MRI so I don’t panic. He was very patient and professional. He had a strong sense of empathy.” - LG “Our main contact is Yvette. Incredibly reliable and helpful always. Going out of her way to help us. If she is away - Josephine Tabone! Both are amazing. Thanks to them for their help!” – MV

THANK YOU TO OUR WONDERFUL STAFF WHO KEEP THE GROUP ICHIBAN!

What I’m up to by MARIA BUGEJA

Hola Everyone…..hello to old colleagues whom I dearly miss and a big welcome to the newcomers.

You might be wondering what I am up to. Many ask where my office is whilst others look surprised when they see me walking along the hospital corridors.

My office is on the 3rd floor of Capua Annex – one floor above my old office. Open door policy still applies so you are all welcome to pop over and say hello.

My change in role within the company sprouted from the fact that I needed to be more present at home. My portfolio comprises businesses or activities that were launched by the company but that have not yet achieved their auspicious potential for growth. I have dived into my new challenging responsibilities with enthusiasm and determination.

Needless to say, I am loving scoping out new opportunities in the different areas I am leading. Although I have not managed to be more present at home, I do switch off once I enter the front door. Hence, micro improvement.

Allow me to share some inside “top secret” information on the projects I am working on.

operating our own lash bar we are also training technicians from other salons.

Growing exponentially, Niumee is now offering over 250 services from our outlet in Mriehel. Our main areas of specialisation include the following:

Brow & Lash Bar Services – Now agents for HD Brows and Nouveau Lashes. This means that besides

Mani & Pedi Bar – Our nails bar team is made up of three Filipino and one Maltese experienced techs, with plans on expanding the service and the team further.

Med Aesthetics – More consulting rooms have been added and the procedure theatre has been upgraded.

Brow & Lash Bar Services

Mani & Pedi Bar

Piercing Bar

Hair Extensions & Wigs – Newly appointed distributors of Platin Peruk Brand specialising in extensions in all hair colours and various lengths as well as real hair wigs.

consumable for their loved ones or to install in their work spaces.

Jam & Brie – This is the company that owns and operates Capua Café and J Café. Now managed by Clayton Borg and his amazing team of cafeteria attendants. Newly refurbished J Café (looking smart and cosy) in Zejtun is growing in sales month on month. Capua Café refurbishment is soon to follow.

Next within my line of sight is the Dental Clinic in Zejtun…..watch this space…….

Plastic Surgeries and Health Tourism are another two areas that I am working on developing. Some very exciting and innovative ideas are in the making…..I am looking forward to being in a position to share more info with you .

It is always such a pleasure to see familiar faces in our outlets. We hope to see more of you and please do let me know if you come across promising business opportunities in the above sectors, that we may explore.

Always striving for growth and innovation! Keep in mind that you are entitled to discounts at all outlets so make sure to speak up when paying for a service.

Hair Extensions & Wigs

Coming Soon …….Niumee’s next outlet……. obviously with a difference….I will keep you posted within the coming days.

Jamesco Trading – Saint James Hospital is now 100% shareholder (owner). We are presently working on a total revamp of the brand and brand experience that will be unveiled in the coming months. Jamesco will also launch a simple and user friendly app for its online store. Soon to be relocated to Qormi Handaq, it will operate from a 3-storey building. Its offices, shop and warehouse will all be located under one roof.

Jamesco will be the place to visit (online or in person) for professionals in the medical industry, whether a small private clinic, a nursing home, or a larger hospital, to buy their required consumables and equipment.

It will also serve the individual customers who will need the occasional medical equipment or

Piercing Bar – NEW - Now offering professional piercing services in a dedicated private room.

News updates from the Editor

Luke Micallef

And that’s a wrap!

I would like to start by thanking everyone who took the time to provide the content and articles for the second edition of Ichiban.

The purpose of the Ichiban magazine was always to provide information and share updates with all SJH employees and it warms my heart to receive such positive feedback after being off the shelf for so long!

As Jean & Andrei, mentioned in the previous pages, 2022 has been a rollercoaster full of projects, planning, hard work and dedication and this is why Saint James Hospital remains the leading name in the private health sector.

We also had the chance to meet and got to know some people from the Niumee team; thanks Donna for sharing with us all. It is a known fact that I will probably never use most of the services there, especially Alberto’s hairdressing services, but I have seen most of their work and they are all great in their own areas.

My favourite part from this magazine has to be the wonderful reviews. Reading and typing all the reviews reminds me of all the great people we have working here at Saint James Hospital Group.

A big applause to everyone that has worked so hard to keep us top il-full!

Maria Bugeja explained more about her role and what her plans are for the future. She also mentioned the newly refurbished cafeteria at Zejtun... the display, sweets, coffee, food, croissants …sorry guys drifted away in my imagination … but you have to understand melook at these beauties!!

… let’s continue

Now that Christmas is just around the corner, we cannot wait to meet everyone at this year’s Christmas Staff Party, everything is organised, and I am sure it will be a memorable one for all (just don’t black out like someone did at last year’s party :P)

In the next page we are happy to introduce Jo Paris, who holds the position of Executive Chairman at Saint James Hospital Group. Mr Paris kindly allowed us a one to one interview, touching on his professional career and some other personal interests. We have also prepared a fun competition, and we would really appreciate everyone’s participation (believe me it’s worth the try).

And now to close off (drumroll) tatatatatata tumm!

Thank you for taking the time to read this edition. I wish you all a Merry Christmas filled with love and health and a healthy and rewarding 2023 ahead. Let’s make the coming year a memorable one!

Lots of love,

Luke

Q&A WITH JO PARIS EXECUTIVE CHAIRMAN SAINT JAMES HOSPITAL BOARD

What was your first job?

I started my career as an accountant and worked for various companies. After some time, I invested in self-service coin operated launderettes - one in Saint Julian’s and another in Ta’ Xbiex. After a few years I expanded my business and ventured into the retail industry and opened a company named “Denim Services Limited”. This company catered for renowned brands such as Wrangler, Levis, Lee etc. At the peak I had 8 factories and was employing over 1,500 people. Unfortunately, due to continuously rising inflation we had to close down our factories in Malta and I shifted my investments to Tunisia.

So where is the Saint James connection?

After ten years in Tunisia, I decided to retire. On the day I retired, Josie approached me to be the Executive Chairman of SJH as SJH was going through an internal restructuring. My involvement with SJH started when I was the mediator and negotiated the sale of Capua Hospital between Angelo Xuereb and Josie Muscat. When Josie asked me to take the lead, I wanted him to stay involved and it was my aim to make SJH greater than it already was, with my several ideas to invest in Saint James Group supported by the directors we have achieved and invested in the most sophisticated equipment over the years. In my short time as Executive Chairman, supported by my board and by the founder Dr. Josie Muscat, I have managed to successfully conclude negotiations to get one of the biggest Rehabilitation Hospitals in Turkey - Romatem - to invest and operate a new rehabilitation centre in Zejtun. Construction is planned to commence in the second quarter of 2023.

What is the secret behind your success?

I got to where I am today thanks to all the employees that worked with me before. The award I received back when I was operating “Denim Services Limited” was dedicated to all the hard-working employees I had working with me.

Can you provide an example of a time when you had to manage a difficult situation with SJH?

There wasn’t a specific time that was particularly difficult to manage any situation due to the best team that was employed including the directors in Saint James Hospital Group.

What is one decision you wish you didn’t make?

There is no decision that I regret taking because all the decisions I took and take are most of the time decisions, taken to help people and employees.

What’s the most important risk you took and why?

The risk I took was when I started my business and was loaded with loans and debts but thanks to that risk I managed to achieve what I have achieved.

In your opinion what are the most important attributes of successful leaders today?

A leader should listen, never say the word no (it will be the beginning of your end), never make a decision when angry and most of all respect others.

What is your favourite food? Spaghetti Carbonara, Obviously What are your favourite hobbies? Football, birds, and cars

What was your favourite subject in school?

Mathematics (I was an accountant) What is your favourite season?

Spring

Name someone you admire and why?

I admire Al Pacino and Robert De Niro because they impress me in how they take decisions - no but’s and no if’s

How do you spend your free time?

Mostly I spend my free time on the boat or with my birds or travelling

What is your favourite destination?

Italy … but I always thrive to come back home

One word that describes Jo Paris?

Humble

What advice would you give someone who recently joined Saint James Hospital Group?

Be efficient! Saint James has the right ergonomics and people but we need to be more effective and always put our patients before anything else.

I would like to thank all the employees, management and service level providers that drive Saint James Hospital to be the number one Hospital Group in Malta.