The Interview: April - June 2017

OCT 2016

JUN 2017

NEWSLETTER INTERHEALTH CANADA TCI

THE

INTER-VIEW

PARTNERSHIPS FOR COMMUNITY SERVICE Welcome to the June 2017 edition of TCI Hospital Newsletter, which features stories from across the healthcare organization. A new edition is published at the end of every quarter.

Our Mission To provide the community and its visitors with high quality healthcare.

Our Vision To improve the nation’s health through the development of a sustainable and accessible healthcare system.

“To know even one life has breathed easier because you have lived. This is to have succeeded.”

- Ralph Waldo Emerson

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Our Values We value ethical and respectful behaviour, honesty, accountability and excellence in all we do.

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CLEAN HANDS PROJECT

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LITERACY BEGINS AT BIRTH LAUNCHED

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Health care professionals visit public schools to promote hand hygiene and donate essentials.

Mothers receive a board book and literacy tips for babies to encourage early learning intervention.

PAHO BREASTFEEDING COUNSELOR TRAINING An in-depth breast feeding trainer workshop brings TCI closer to a pursuit of 'Baby-Friendly' certification.

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FALL PREVENTION PROGRAM REVISED

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MANAGERS PATIENT SAFETY CHALLENGE

New measures to reduce the incidence and severity of patient falls.

Managers compete for the title of Patient Safety Champions in a game-based initiative.

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COMMUNITY CONNECTED

Good will is given and received.

Read a collation of community initiatives involving TCI Hospital.

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DIONNE WARNER'S CANCER STORY

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BUILDING TCI'S PERINATAL DATA HISTORY

Dionne is an eight-time cancer survivor who inspired TCI residents during a recent Cancer Walk on Providenciales.

Obstetric Providers in TCI are trained on Maternal Surveillance to build clinical history of Women and Neonatal Health.

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FREQUENTLY ASKED QUESTIONS

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PROFILES: FACILITIES MANAGEMENT

Answers to common questions asked by patients to enhance patient education.

Meet employees from the Support Services arm of TCI Hospital in our feature section.

It is often said that change is the only constant in life. This is certainly true as our quarterly newsletter has undergone a number of changes in design, layout, writing style and target audience since being relaunched in July 2016.

In the past, The Interview was an employee newsletter filled with engaging, fun and social content solely for internal distribution. Today, we’ve broadened our communication objectives to also provide our patients and the community at large with a high quality publication, which is available in digital and print form.

Nikira John is an enthusiastic Communications Professional

As the sole Editor and Publication Designer, our fourth

and Multimedia Specialist with

edition is filled with interesting news collated over the past

vast knowledge and experience.

three months and covers a wide variety of departments and

She is a well-known face in the

subjects. We have fused these articles with the inclusion of

local community having

human interest profiles to showcase our employees from

practiced as a Journalist and

both clinical and non-clinical departments. It is important to

Television News Presenter for

reinforce the complexity of hospital operations and the

the past eight years, prior to

hidden professions, which contribute to the patient

joining Interhealth Canada (TCI)

experience, although indirectly in some cases.

Ltd in July 2016 as Manager of Public Relations and Marketing.

The Hospital has been bustling with activity from April 1st,

She holds a first class honours

2017- June 30th, 2017 as you will shortly discover. These

degree in Media, Communication

activities included press conferences, community

and Journalism from the

engagements, a record number of school visits, facility

University of Buckingham in the

tours, speaker opportunities for health promotion and

UK and is a Certified Medical

perhaps the most significant, continuous initiative of them

Tourism Professional.

all is re-accreditation preparations. Our goal is to retain

E: njohn@interhealthcanada.tc

are captured in the succeeding 40-pages, which are brimmed

‘Diamond’ Accreditation status. All of these items and more with visuals, magazine-style design concepts, and lots of colour, which reflects the vibrance of the organisation.

Due to the time-sensitivity of some stories and our energised Public Relations and Marketing Department, some of these stories may have already been covered in the mainstream media or conservatively shared on our @TCIHospital Facebook page. Whether you are an employee of Interhealth Canada’s Global Network of healthcare institutions, our beloved patient or an omnivorous reader from the Turks and Caicos Islands or abroad, we hope you find our newsletter informative as we mirror the latest news from behind our four walls. Remember to follow us on social media via the aforementioned Facebook account and subscribe to our newsletter.

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NEWS

TCI HOSPITAL LAUNCHES THE 'CLEAN HANDS PROJECT'

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Phase One Hailed A Success

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STRENGTHENING CUSTOMER SERVICE Customer service excellence has always been and will always be one of the critical competitive advantages for any business.

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Being on par in terms of price and quality only gets you into the game. Service wins the game.Â

EFFORTS TO TAKE CUSTOMER SERVICE TO NEW HEIGHTS.

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SAINT LUCIA MINISTER TOURS TCI HOSPITAL

AERIEL VIEW OF OWEN KING EU HOSPITAL

FIRST HAND LOOK AT TCI HEALTHCARE FACILITY MANAGED BY INTERHEAL TH CANAD A. Public Private Partnerships for the provision of healthcare services is a model being explored by other countries due to funding limitations currently experienced by Government’s across the Caribbean.

Honourable Guy Joseph, Minister for Economic Development, Housing, Urban Renewal, Transport and Civil Aviation accepted an invitation on May 24th, 2017 to tour Cheshire Hall Medical Centre to learn more about TCI’s Healthcare Framework.

PRI VATISATION OF SOME SERVICES AT OWEN KING EU HOSPITAL The Government of Saint Lucia, acting through the Ministry of Health and Wellness, is preparing for the opening of the Owen King European Union Hospital and

recently invited expressions of interest for the provision of services. The Government has given consideration to partnering with private sector service providers through the outsourcing of some of the services required at the EU Hospital and associated medical facilities. The objective of this approach is to ensure that the required services are delivered to the health care system with maximum efficiency and at affordable cost.

FLAGSHIP E U INFRASTRUCTURE PROJE CT The Owen King European Union Hospital is an ultra modern treatment and care facility funded by the European Union to the tune of EC $167 million dollars. This new hospital represents the largest infrastructural project ever executed by the EU in the Eastern Caribbean.

SAINT LUCIA RESIDENTS EAGERLY AWAIT THE OFFICIAL OPENING OF THE NEW HOSPITAL. 8

Macho Macho Men.

MEN'S HEALTH MONTH

If you take better care of your car or favorite gadget than your body, remember you only have one.

June is observed as Men's Health Month and male doctors at TCI Hospital were busy with several speaker opportunities to provide education on the importance of knowing your health status and how you can reduce your risk of common conditions facing men.

TCI Hospital has partnered with veteran local yoga instructor, David Bowen, to deliver an online video series of basic and advanced techniques to promote healthy lifestyles and overall wellness.

Watch our Yoga Zone technique of the month on Facebook @TCI Hospital.

L-R: Doctor Henry Blythe supported a Men's Health Conference on Friday, June 16th in Providenciales, while Doctor Ravindra Gajendragadkar engaged the men of Grand Turk in a similar conference on Thursday, June 15th organised by TCI Ministry of Health. Doctor Devon Grant participated in a Men's Health Fair at Beaches Resort on Tuesday, June 20th to offer advice and answers to any questions employees may have about gender-specific health ailments.

Yoga has been around for more than 5,000 years.

The exercise program does more than burn calories and tone muscles. It's a total mind-body workout that combines strengthening and stretching poses with deep breathing and meditation or relaxation. There are more than 100 different forms of yoga. Some are fast-paced and intense. Others are gentle and relaxing.

Betters your bone health.

Increases your blood flow.

Prevents cartilage and joint breakdown.

Builds muscle strength.

Improves your flexibility.

Regulates your adrenal glands.

Relaxes your system.

Releases tension in your limbs.

RESOURCES: WEBMD; YOGAJOURNAL

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LITERACY BEGINS AT BIRTH LAUNCHED

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BY AGE 3, ROUGHLY 85% OF THE BRAIN’S CORE STRUCTURE IS FORMED.

SCIENTIFIC TRUTHS

BABIES LEARN THE PATTERNS AND INTONATION OF LANGUAGE. 11

POWER OF LANGUAGE

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CEO HOSTS TOWN HALL MEETING WITH STAFF Employees at Cheshire Hall Medical Centre Town Hall meeting.

CI Hospital, Chief Executive Officer, Daniel Carriere held a town hall meeting on May 31st and June 1st, 2017 at both hospital sites to directly engage employees on a range of organisational matters. The special forum was well-attended by employees who comfortably engaged in dialogue with the company’s leadership team.

Staff members were updated on the latest trends in patient volumes, outstanding and upcoming change enquires to address staff complements, an ongoing financial reconciliation exercise, the future introduction of medical tourism and operationalisation of the expansion space inside the hospital, upcoming

changes to the organisation's strategic plan, re-accreditation and challenges in healthcare.

Internal Communication Building The Town Hall format is en effective method of strengthening internal communication and employee moral, and is used to both to educate staff on prominent matters and canvass views and concerns.

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PAHO/WHO BREAST FEEDING TRAININGÂ OF TRAINERS SESSION

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BREAST IS BEST.

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PHYSICIAN CORNER: GLUTEAL FAT GRAFTING

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FALL PREVENTION

'FALL FRIDAY'

physicians and nonclinical staff have also been sensitised. A total of 75 clinical and 38 Facilities Management staff have received training.

Mechanisms have been developed for departments to identify and communicate if a patient is at high risk for falls. Every Friday will be observed as “Fall Prevention Friday” at TCI Hospital to ensure every in-patient receives a fall risk assessment. This initiative will be enforced in addition to the completion of fall risk assessments upon admission, upon unit transfer if there is a significant change in the patients status and post fall.

TCI HOSPITAL IMPLEMENTS NEW INITIATIVE TO PREVENT FALLS Turks and Caicos Islands Hospital has implemented a revised program of best practices in fall prevention to help minimise the incidence and severity of falls. While not every patient fall is preventable, the health care facility has utilised a combination of steps, care processes and precision to prevent falls.

Fall Prevention Expert based in Canada, Elaine Fockler RN, has updated and customised the internal program and conducted various training sessions. The sessions included education on the tools and interventions used to assess and reduce the risk of falls and injury from falls in adults and children.

Professional disciplines beyond nursing staff including rehabilitation services, pharmacy,

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Green armbands will be applied to all patients who are identified to be at risk of a fall. In-patients found to be at risk will receive a green triangle placed on the door of their assigned room and above their bed. Patients in the Operating Room will have green socks applied. These green identifiers will alert hospital staff members that the patient is at risk of falling and requires special assistance.

PATIENT SAFETY CHALLENGE

UNITED FOR PATIENT SAFETY

In observance of Patient Safety

Multiple employees across each

Month celebrated at TCI Hospital

department were given token

during the month of April,

tickets in random amounts.

Managers and Supervisors were

Separated into teams of four,

pitted against each other in a

participants were required to

Patient Safety Challenge dubbed

engage employees within a 20-

"Leaders Lightening Rounds” held

minute time frame and obtain as

on April 10th, 2017 at Cheshire

many token tickets as possible.

Hall Medical Centre and April 26th, 2017 at Cockburn Town Medical Centre.

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PATIENT SAFETY

STIFF COMPETITION AMONG MANAGERS FOR THE TITLE Once a ticket holder was engaged in a warm patient safety brief discussion, the Manager/Supervisor was rewarded with a token ticket. The primary objective of the activity was to strengthen communication and face-to-face engagement between management and staff and encourage a culture of patient safety.

The ways or types of cooking also depend on the skill and type of training an individual cook has. Cooking is done both by people in their own dwellings and by professional cooks and chefs in restaurants and other food establishments.

The activity was raved by participants as an effective initiative for large organisations such as TCI Hospital, which can be implemented on a quarterly basis. Some participants were able to engage as many as 30 employees within such a short timeframe, particularly employees who are not apart of their immediate departments.

Team Root Cause, which consisted of Juneth Reynolds, Carol Reid and Dr. Csaba Nagy who collectively amassed 167 token tickets were declared the 2017 Patient Safety

The 2017 Patient Safety Champions at Cheshire Hall Medical

Champions for Cockburn Town Medical

Centre was Team Communication, which consisted of Martin

Centre. Tamara Johnson of Facilities

Dawtry, Lorenzo Seymour, Mikette Been and David Mechan,

Management was also praised for single-

who collectively amassed a whopping 72 token tickets.

handedly collecting 73 tickets, which was

Nurses Manager, Mikette Been also single-handedly

the highest of all participants. Johnson

collected 26 tickets, which was the highest of all participants.

surpassed her nearest competitor, Carol

United for Patient Safety badges were also donned by all

Reid by a single ticket in a razor-thin victory.

staff across both sites to show commitment to patient safety.

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community connected Everyday we touch lives in the medical setting, but our impact surpasses our four walls.

MRI Sound System Installed

01 Clinic Exploration 2017

02 Church deliver staff lunches

03 TCIPS Career Day

04 Trophy's for Science Stars

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community connected Everyday we touch lives in the medical setting, but our impact surpasses our four walls.

Leading by example

06 Teeing for a cure

07 Child Abuse Prevention

08 Help for fire ravaged Library

09 Mentorship Support

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THE DIONNE WARNER STORY

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QUIRKY COSTUMES

Over the years, Dionne Warner and her husband have worn more than 130 costumes and t-shirt themes to her chemotherapy treatments.

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CONTINUES...

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NEWS

Obstetrics Service Providers in the Turks and Caicos Islands received training on June 1st-2nd 2017, to upgrade the current Perinatal Information System (SIP) in the Turks and Caicos, which collects data on pregnant women and their children from the first prenatal visit until after delivery. The last SIP training conducted in the TCI was in 2006.

The training held at Cheshire Hall Medical Centre, was facilitated by the Latin American Centre for Perinatology, Women and Reproductive Health (CLAP/WRH), which is a center and technical unit of PAHO/WHO that provides technical assistance to countries in Latin America and the Caribbean on sexual and reproductive health. Since its creation in 1970, it was worked to improve perinatal health in the region.

According to the PAHO/WHO, an average of approximately 16 women die every day in Latin America and the Caribbean from complications of pregnancy or childbirth, while 250 babies die each day before having reached 28 days of age.

To gather information on the causes of these deaths and contribute to policies for their prevention, the Pan American Health Organization/World Health Organization (PAHO/WHO) launched the CLAP Network of Latin American and Caribbean Centers for Maternal Surveillance and Research on Women and Neonatal Health.

The CLAP Network plays an important role in helping to further reduce maternal and neonatal mortality in the region by collecting data on the causes of maternal and neonatal death as well as on the causes of complications that leave women seriously affected following childbirth.

Maternal and newborn health are closely intertwined. Approximately two out of three neonatal deaths occur during the first week of life, and the main causes include prematurity, congenital anomalies, asphyxia, sepsis and other infections, states PAHO/WHO. The full application of this system also allows its users to conduct periodic, targeted, large-scale studies on specific topics recognized as priorities in the area of maternal and perinatal health. With system upgrades over time in the TCI, perinatal information25will be accessible via the web for the end users of the system.

As a teenager, life is never easy after losing both parents. Having recognised this, the Dialysis Unit at TCI Hospital tried to ease some of the burden for the twin children of their late colleague, Nurse Renay Robinson through a financial donation to help purchase necessities for back-to-school during the summer.

On Monday June 19th, 2017, members of the Unit headed by Chief of Allied Services, Eleanor Hall, presented a personal donation to a representative of Renay's family along with a plaque of appreciation, which Renay never got the opportunity to collect.

Renay passed away on the afternoon of Sept 14th 2016 with a rare and aggressive form of cancer. Her twins, Renarge and Nia Missick were her treasured blessings.

She was the Supervisor of the Dialysis Unit at Cheshire Hall Medical Centre at the time of her passing.

DR. KENNETH CONNELL OF 'UWI' VISITS TCI HOSPITAL CHMC

INPATIENT SERVICES MENTORSHIP

CTMC

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Hoop-Dee-Doo!

"We can't thank the staff at Cockburn Town Medical Centre enough for the care and attention they gave JhaunaLee while in their care for five days.

This was a very difficult time for our family, but it could have been much worse without the dedication and expertise of the staff. The Reynolds family is truly grateful for the level of care that the staff was able to administer to our daughter.

We are also grateful for the time the staff took to talk with us to help us to better understand her illness. It was a great comfort. T he competency of the team was awe inspiring, and we couldn't have been more blessed with such a great team. A big thank you to the Clinical and FM team, we could not have made it without you."

the Interview

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IN THE NAME OF NURSING

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TCI HOSPITAL CELEBRATES Medical Laboratory Professionals - get results

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special ceremony

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schools visit tci hospital laboratory

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THE INTERVIEW

FREQUENTLY ASKED QUESTIONS Here are some answers to questions frequently asked by patients to enhance their understanding of services offered

by TCI Hospital and the country's healthcare system.

DIFFERENCES: NHIB & TCI HOSPITAL The National Health Insurance Board (NHIB) is the entity responsible for the management of all activities involving the TCI’s National Health Insurance Plan ( NHIP). TCI Hospital, managed

by Interhealth Canada, is an entirely independent organization. It provides patient care to NHIP beneficiaries as the National Insurance Board’s preferred provider. TCI Hospital is not responsible for determining copay fees. These fees are dictated solely by the National Health Insurance Board. The Hospital collects co-pay fees on behalf of NHIB.

GOVERNANCE STRUCTURE TCI Hospital has two main governance structures: The Service Review Board is responsible for reviewing complaints, potential or existing litigations and key performance indicators with a clinical view. The board meets quarterly and consists of eight senior healthcare representatives from Turks and Caicos Government, Interhealth Canada TCI Ltd and an independent clinical chairperson.

CO-PAY FEES Co-pay is a common feature of many healthcare insurance plans, where the insured pays a set out-of-pocket amount for health care services. If you are NHIPeligible, the co-pay fee is $10. Between the hours of 11 pm and 7 am, the co-pay fee is $50 for non-emergency care. Additional diagnostic tests will incur an additional $10 co-pay fee. If you do not have NHIP, you will be billed at established rates. All NHIP co-pay fees are paid over to NHIP and are not retained by the Hospital. Co-pay fees are non-refundable.

The Contract Management Committee works collaboratively with Interhealth Canada to review performance and discuss strategic initiatives related to any changes in good clinical practice or good industry practice. The committee also reviews trends, new technology and relevant innovations in the health care Industry along with key performance indicators.

SERVICE EXPANSION

OVERSEAS TREATMENT

Since opening in 2010, additional services have been introduced and the Hospital remains eager to bring more services onisland to lower the cost of sending patients overseas for treatment.

Turks and Caicos Islands Hospital is an acute-secondary health care facility, and therefore complex tertiary level care is provided overseas through the National Health Insurance Board’s Treatment Abroad Program. If the Hospital clinical staff finds that a patient’s medical care needs cannot be provided at our facility, the NHIB is advised and takes over the management of the overseas transfer process. The NHIB is solely responsible for deciding the country and healthcare facility where the patient will be transferred. TCI Hospital is not involved in the decisionmaking process.

Under the Project Agreement, changes made to existing clinical services must undergo a Change Request Procedure seeking pre-approval from government.

Change enquiries are submitted to TCI government once patient volumes and patient demands reach the necessary levels to create a sustainable service model.

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of

Diamond

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Senior employees are held accountable for the processes used in the healthcare system to ensure quality and patient safety, hence, their support and commitment is essential to the organisation’s overall success.

During the second quarter of 2017, managers participated in Patient Safety Leaders Lightening Rounds.

Topics covered under the patient safety umbrella included safety checklists, safe surgical practices, infection prevention control measures, safety hazard signage, mental assessment, patient education, slip and fall safety and personal protective equipment.

The next stop on the organisation's journey was a preassessment visit, which highlighted the progress in each department’s adherence to a list of Required Organisational Practices (ROPs).

It was keenly noted that teams are working in harmony to achieve Diamond status once again. The ROPs reviewed were Suicide Prevention, Antimicrobial Stewardship, Infusion Pump

Training, Antibiotic Prophylaxis during surgery, Venous Thromboembolism (VTE) Prophylaxis and Falls Prevention Strategy. Standard team meetings will continue throughout the next quarter of the year and team members are working through their respective standard requirements to ensure the organisation remains on par with international best practices.

The Senior Management Team would like to thank hospital staff for their involvement in accreditation initiatives. There is no limit to excellence and the organisation is looking forward to a display of continuous passion towards quality and service improvement.

IHC TCI Hospital and the MOHAHS continues to strengthen their collaboration and shared services in learning and development to maximise health care, system efficiency and reduce redundancy.

Turks and Caicos Islands Hospital and the MOHAHS conducted separate Mandatory Training for its staff since inception.

However, after discussions with MOHAHS representatives it became clear there were opportunities to collaborate and maximise training efficiency. The Mandatory training schedule was reviewed and a number of courses were deemed applicable to the MOHAHS. These courses included Customer service in health care, Equality and Diversity, Health & Safety and Fire Safety (Primary Health Care Staff operating at CTMC and CHMC only), Medication Management and Drug Calculation, Manual Handling, Heart Saver CPR, BLS and ACLS.

The first complement of MOHAHS Nurses were enrolled during the Month of May 2017. TCI Hospital looks forward to continuing these collaborations with the MOHAHS, which provide opportunities for knowledge sharing and promotion of best practices within the TCI Health Care system.

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SECOND QUARTER REVIEW

Congratulations to TCI Hospital teams for completing another phase of the re-accreditation journey. The key to another successful international assessment is the continued support and commitment from Senior Management, Staff and Patients.

PROFILES: FACILITIES MANAGEMENT

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We are the Patient Experience

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Longest Serving Housekeeper

PAHO TOURSÂ CHESHIRE HALL MEDICAL CENTRE

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CALL US TODAY! +1 649-941-2900 +1 649-941-2800

Putting the heart into health care.

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