Meeting The Challeng

To All Al-Hadi Medical Clinic Employees

Today, we celebrate nine years of mind joggling and hard effort contributed by every member of the TEAM into undergoing a major metamorphosis to improve and carve the Al-Hadi Medical Clinic onto the right path. We look back, with pride, at the long journey of transformation to re-create a professional, dedicated, well groomed, pleasing, smiling, and inviting TEAM of Health Care Providers. A journey, least characterized as absolutely challenging to all. Albeit, we have done it through a team spirit bubbling with energy, intellect, and overwhelmed with hope and desire for a bright and prosperous future

Meeting The Challenge summarizes what we all want to see Al-Hadi Medical Clinic stands for. Many of us have dedicated a lot of personal time to describe the behaviors which we believe are vital if we are to live up to our Vision. If we live by our Values, we will successfully achieve our Mission in a healthy, happy and professional working environment. We, then, can take ultimate pride in our organization’s achievements

Together we will meet the challenge to improve the way we do business, and also the way we deal with each other and our patients

This booklet will help us to focus on questions such as follows
- What is the challenge we face, and how far do we have to go
- How do these Values translate into day-to-day life on the job
- How will everyone within Al-Hadi Medical Clinic act on the job and toward each other
- When we make decisions, what Values will influence the decision making?

All of us at Al-Hadi Medical Clinic, I am sure, will commit ourselves to achieving excellence, and living out our Vision is part of that long term process. Think of this booklet as a stepping stone, rather than a destination.
I look forward to working together with you all throughout our journey to excellence

Saeed A. Al-Khabaz

A Health Institution, which Encourages Ideas, Appreciates Efforts, Recognizes Achievements; and is Globally recognized for Providing Excellent and Up-to-date Medical Services by Competent Personnel


Mission
We are a TEAM Rendering an Excellent, Preventive and Curative, Health Care to our Patients and Community at World Class Standard through the employment of Outstanding Clinicians and Strict Commitment to our Core Values

Our Challenge
Our Vision, Mission and Values give us all the same reference base to guide our activities and our movement forward. Our challenge is to deliver increasing value to the patient, and increase our performance and capability

We will build on our strengths and improve our weaknesses. We will also measure our progress and celebrate our success

Organizational and Personal Learning
Al-Hadi Medical Clinic is an Institution focused on continuous improvement, moving measurably towards excellence in the way we do our business.

Applying Our Values
The lists of behaviors that follow each of the eight Value statements are only examples. These lists are not meant to be complete, but they apply throughout the Institution

There is space on each page for you to add other behaviors which represent the particular value. Perhaps you might want to include behaviors specific to your team or function and which will guide the way you intend to work together in the future

If we can specifically identify the behaviors we want to see in practice, and if we measure those behaviors, then we can look at our progress and our improvement

By applying these values, from management to frontline employees, as individuals and as teams, we will help to transform – measurably – our Institution

Our Values
- Patient Focused Quality Services
We believe patient satisfaction is our driving force and the primary measure of our success. To support and reinforce this value we will:
1. Actively and continuously seek feedback from our patients on what services they need and want.
2. Ask for patients’ evaluation of the quality of our services and delivery.
3. Recognize that patient service is worth our time and effort.
4. Establish patient satisfaction measurements.
5. Demonstrate a positive attitude towards the patients.
6. Involve the patient in the decision making process whenever possible.
7. Always strive to provide the best quality service.
8. Treat our patients as our own family members.
9. Exhibit courteous and ethical behavior in dealing with patients.
10. Discuss and reward customer service performance levels in performance appraisal
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Teamwork
We draw our strength from working collaboratively to achieve our objectives. We believe the power of teamwork stems from appreciating diverse ideas and encouraging flexibility. To support and reinforce this value we will:
1. Share what we learn from our mistakes
2. Recognize that teamwork gives us strength
3. Pool the skills of our team members to contribute towards achieving the main goal
4. Share responsibility to achieve full commitment to work
5. Include all team members in decision-making and problem-solving
6. Be open-minded, flexible, approachable and accommodating.
7. Recognize that getting the job done is more important than who gets credit for completion of the job
8. De-bottleneck the “system”, by having all Al-Hadi Medical Clinic employees working together to unblock it
9. We will, all, be committed to a shared vision.
10. Strive to build trust through mutual support, respect and encouragement
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- Integrity
We are open and honest and behave with integrity. We are proud of what we do and treat everyone with fairness, respect, trust and dignity. To demonstrate and reinforce this value we will
1. Accept that we can always do better even if we are proud of our service
2. Do what we say we will do
3. Set clear objectives and plan what needs to be done, by whom, and by when, in order to fulfill our assigned responsibility
4. Understand and respect the patient’s background and needs
5. Treat all our employees with fairness and dignity
6. Emphasize fairness over personal advantage
7. Avoid personal judgment of patients and employees
8. Recognize that everyone has certain areas of weakness and strength
9. Ensure consistency in provision of service to all patients
10. If we are not sure, we will ask for help
11. We require from all of us changes in attitude, behaviors, and processes in order to meet our goals
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- Continuous Excellence
We believe that success is based upon continuously improving our standards and services. We benchmark these standards and services against world-class healthcare providers. We continually improve our skills and competencies in order to meet current and future challenges. To support and reinforce this value, we will
1. Recognize that success is based on continuously improving our standards and services
2. Enhance job knowledge by reading relevant guidelines/books/articles and consulting with other healthcare professionals
3. Enroll in seminars, self study courses and professional associations to improve job skills and to keep abreast of technological developments
4. Seek business activities/practices that add value to the Institution and are cost effective
5. Set SMART goals, plan strategies, and allow others to give input
6. Challenge and motivate employees to realize their full potential
7. Recognize that there is always an area for improvement; therefore, we listen, compare and change
8. Encourage many small experiments as a means of trying our process improvement ideas in a low or no risk way
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- Accountability
We take responsibility for our actions and are accountable for our results

To support and reinforce this value, we will
1. Keep commitments made to patients and employees
2. Meet agreed upon deadlines
3. Delegate with authority
4. Take responsibility for decisions which we have made or been involved in making, even when they are unpopular
5. Acknowledge our mistakes, accept responsibility for them, and use these mistakes as a learning tool
6. Carry our corrective, remedial actions when needed
7. Accept criticism as constructive and use it as a development tool
8. Evaluate accomplishments versus targets periodically, and mobilize necessary resources to meet future targets
9. Encourage positive attitudes
10. Define roles, responsibilities and rights
11. We will make this booklet available to all of our employees, patients, vendors and visitors to reinforce our sense of responsibility and accountability
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- Communication
We believe information is a powerful resource that must be shared freely and openly. Each one of us has a role to play by listening effectively, sharing relevant data, and providing constructive two-way feedback. To support and reinforce this value, we will
1. Listen to our patients’ concerns and provide expert solutions
2. Maintain open communication channels with partners and customers
3. Listen carefully and ask questions to check our understanding
4. Seek first to understand, then to be understood
5. Communicate relevant information to our employees
6. Listen to the concerns of employees and colleagues
7. Demonstrate respect for others’ opinions
8. Provide clear and specific instructions, orally and in writing
9. Maintain directness, simplicity and clarity in both verbal and written communication
10. Encourage a communication climate in which employees can share ideas openly and freely
11. Maintain an open door policy
12. Enhance communication skills by training employees
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- Recognition
We believe that our success is dependent on timely recognition of employee performance and contribution. To support and reinforce this value, we will
1. Declare that our most valuable resources are our employees
2. Ensure that all individuals working with us are fully aware of the contribution they make to the success of the Institution
3. Recognize employees who contribute to the development of their jobs
4. Provide the opportunity for personal and professional growth
5. Believe that our success is dependent on timely recognition of employee performance, contribution and concerns
6. Always show appreciation for assistance given
7. Link everybody’s efforts to the success of the Institution
8. Appreciate and recognize each individual’s contribution to the Institution’s achievements
9. Establish a direct connection between merit pay increases and goals achieved by the employee
10. Create a policy framework that motivates employees and rewards achievements
11. Conduct annual events to recognize high performance
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- Citizenship
We conduct all or our business in a safe, caring, ethical and environmentally responsible manner. To support and reinforce this value, we will
1. Recognize that every employee is important and has a significant impact on productivity
2. Promote a sense of loyalty and belonging to the Institution by allowing employees to participate in decision making
3. Volunteer to deploy all possible resources in Community Medical Crises
4. Drive safely and obey all traffic rules and recommendations
5. Provide Health Education to the Community
6. Build a system that respects individual and cultural differences
7. Safeguard and protect the Institution’s resources and interests
8. Protect the Institution’s property from abuse
9. Preserve the environment for future generations
10. Make and keep the working place healthy and safe
11. Provide free medical care to the needy, when possible
12. Attend to medical emergencies irrespective of patient’s ability to pay
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