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10 Best Performing Hospitals of 2022.pdf

Issue 06
Dr. Shanila Laiju
Group CEO
Medcare Hospitals &
Medical Centres
Outpacing Curative Healthcare with E...
The care
you need.
The compassion
you deserve.
he demand for top-notch healthcare facilities has
Tbeen on the rise. As the generation of baby boomers
continues to age, t...
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10 Best Performing Hospitals of 2022.pdf

  1. 1. October Issue 06 2022 Dr. Shanila Laiju Group CEO Medcare Hospitals & Medical Centres Outpacing Curative Healthcare with Empathy and Innovation
  2. 2. The care you need. The compassion you deserve.
  3. 3. he demand for top-notch healthcare facilities has Tbeen on the rise. As the generation of baby boomers continues to age, they are more likely to suffer from chronic diseases. In addition, unhealthy lifestyle choices and eating habits are further increasing the number of patients suffering from chronic ailments. Patients have also become extremely cautious of fraudulent healthcare schemes. Thus, it has become crucial to build great hospitals that offer high-quality healthcare services at affordable prices. The best hospitals always prioritize the patient's comfort and convenience at each stage of their journey. A good hospital should focus on making the patient's experience as seamless as possible, right from appointment booking to discharge. It is crucial to provide patients with all the necessary information that will help them make their decision faster. Senior leadership is also likely to demand accountability. This motivates doctors and other hospital staff to provide the best care for their patients. Thus, the presence of a visionary leader makes the hospital management and all other departments more productive and efficient. This helps the hospital achieve all its quality improvement goals. One of the most significant factors that distinguish a top- notch hospital from an average one is its ability to integrate the latest technology. Technology has revolutionized several Symbolizing Prominence with Excellence
  4. 4. aspects of healthcare, making it more affordable, risk-free, and fast. For instance, the use of robotics has simplified many complicated and time-consuming surgeries. In addition, the use of state-of-the-art testing equipment ensures that the results are accurate and error-free. Best hospitals always put their patients first. Their policies, facilities, and pricing structure are developed to provide a hassle-free experience to all patients. In addition, they focus on empowering their patients by giving them access to all the necessary information. They are often led by a visionary senior-level executive who inspires the doctors and staff to deliver their best. Embracing the journey of such prominent healthcare organizations that are enabling perpetual betterments, Insights Care's latest edition, "10 Best Performing Hospitals of 2022," features enthralling stories that highlight the significance of these healthcare organizations. Flip through the pages and indulge in the iconic odyssey of these organizations. Have a Delightful Read! -Abhishek Joshi
  5. 5. C O N T E N T MEDCARE Outpacing Cura ve Healthcare with Empathy and Innova on 08 Articles 22 32 Addressing Safety Redefining Healthcare
  6. 6. Brandon Rowberry Combining Accessibility, Affordability, and Digi za on in Healthcare 18 24 28 BASIC HEALTH RIGHTS AND LAWS: HEALTHCARE IS NOT A BUSINESS CxO Centre Medical de Botour Transforming Healthcare with Passion and Empathy Interview with Insights Care Daniel Taddese Leading Healthcare by Engaging, Enabling, and Suppor ng People 36 40 Gruppo San Donato (GSD) A Holis c View of Pa ent’s Well-being Interview with Insights Care
  7. 7. Co-designer Paul Belin Art & Picture Editor Mrunalinee, Rohil Art & Design Head Editor-in-Chief Pooja Bansal Managing Editor Abhishek Joshi Senior Editor Anish Miller Visualiser David King Research Analyst Eric Smith Sarah Wilson, John Smith, Alex Vincent Business Development Executives Amy Jones Business Development Manager Sales Executives Kelli, Bill, Anna SME-SMO Executives Gemson Digital Marketing Manager Alina Sege Technical Consultants David, Robert Technical Head Jacob Smile Marketing Manager John Smith Assistant Technical Head Amar Sawant Assistant Digital Marketing Manager Renuka Kulkarni Assisting Editors Saloni, Abhilasha Sonia Raizada Circulation Manager Tanaji Fartade Copyright © 2022 Insights Success Media and Technology Pvt. Ltd., All rights reserved. The content and images used in this magazine should not be reproduced or transmitted in any form or by any means, electronic, mechanical, photocopying, recording or otherwise, without prior permission from Insights success. Reprint rights remain solely with Insights Success Media and Technology Pvt. Ltd. Insights Care is powered by Insights Success Media and Technology Pvt. Ltd. October, 2022 Follow us on : www.facebook.com/InsightsCare/ https://twitter.com/Insightscare Insights Success Media Tech LLC 555 Metro Place North, Suite 100, Dublin, OH 43017, United States Phone - 302-319-9947 Email: info@insightscare.com For Subscription: www.insightscare.com Insights Success Media and Technology Pvt. Ltd. Office No. 22, Rainbow Plaza, Shivar Chowk, Pimple Saudagar, Pune, Maharashtra 411017 Phone - India: 7410033802, 74100058552 Email: info@insightscare.com For Subscription: www.insightscare.com sales@insightscare.com Contact Us:
  8. 8. Brief Featuring Person Company Arovella Therapeu c sarovella.com Michael Baker CEO Arovella Therapeu cs is a biotechnology company focused on developing therapies to treat human disease. Aster DM Healthcare asterdmhealthcare.com Brandon Rowberry CEO - Digital Health Aster DM Healthcare covers the full spectrum of healthcare services. Its expansive por olio includes hospitals and clinics, pharmacies, diagnos c centres, educa onal ins tu ons, healthcare management and healthcare support systems. Prof. Dr. Abdel Rahman Ahmed CEO Burjeel Hospital burjeel.com Burjeel Hospital is the best technologically advanced mul specialty Hospital in UAE. It provides premium healthcare services to all pa ents. Busamed Hillcrest Private Hospital busamed.co.za Chris Mbhele Hospital Manager Busamed Hillcrest Private Hospital is commi ed to promo ng safe, cost effec ve and quality healthcare services to all pa ents. Centre Medical de Botour cmbotour.com Mrs. Hema Gupta Managing Director CMB is one of the leading healthcare providers renowned for its medical infrastructure and exper se. Gruppo San Donato (GSD) gsdinterna onal.com Francesco Galli CEO and GSD Strategy & Opera ons Commiee’s President Gruppo San Donato (GSD) is among the largest European healthcare groups and leader in Italy. Dr. Shanila Laiju Group CEO Medcare is commi ed to providing high quality, personalised medical care to every pa ent, Medcare lives by its simple promise: We’ll Treat You Well. Medcare Hospitals & Medical Centres medcarehospital.com Ms Joan Lim-Choong CEO Mount Miriam Cancer Hospital aspires to bring God’s healing presence through the best and affordable cancer treatment and care. Mount Miriam Cancer Hospital mountmiriam.com Sheno Primary Hospital Daniel Taddese General Prac oner Sheno Primary Hospital is transforming the healthcare industry through valuable input of transforma ve ideas, constant networking, and solving problems effec vely. Tel-Aviv Sourasky Medical Center tasmc.org.il Prof. Ronni Gamzu CEO Tel Aviv Sourasky Medical Center is commi ed to providing medical excellence and compassionate care, delivered by the most skilled physicians and medical teams 10 BEST PERFORMING HOSPITALS OF 2022
  9. 9. Outpacing Curative Healthcare with Empathy and Innovation As a human multiplier, I think about how the decisions I am making will affect the team members I am working with, and what contributes to their professional growth and personal fulfillment. Cover Story
  10. 10. Dr. Shanila Laiju Group CEO Medcare Hospitals & Medical Centres
  11. 11. In the contemporary times of high-end technological advancement and ground-breaking research, the healthcare sector has not been left back. It is defined by the quality of treatment that patients receive. The entire ecosystem of effective healthcare is no longer run by how healthcare organizations choose to treat their patients but rather by putting healthcare users at the core of its care. In this regard, Medcare Hospitals & Medical Centres, a leading hospital and healthcare group based in the UAE, operates its interactions with active participation in understanding patient needs. With its entire network of multi-specialty care units, the hospital group ensures the well-being of its patients and their families. It has the promising presence to do everything it takes to make healthcare feasible and more accessible. To attain the objective, the hospital binds together several specialists and support staff workers in a compassionate manner, delivering the best care for all kinds of medical conditions. To dive into the marvels of Medcare's operations that meet its objective of patient-centric care, Insight Care Magazine crossed paths with Dr. Shanila Laiju, the Group CEO of Medcare Hospitals & Medical Centres, where she elaborates on the contributions that have succeeded the hospital in its mission of effective care. Treating the Millions Medcare Hospitals & Medical Centres is the premium private healthcare provider under the parent group, Aster DM Healthcare. With a need to cater to the patient population in Dubai, the brand was established by Dr Azad Moopen, Chairman and Founder of Aster DM Healthcare, in 2006. Today, it has grown to operate four leading state-of-the-art hospitals, including two multi-specialty hospitals (Medcare Hospital Al Safa in Dubai and Medcare Hospital Sharjah) and two specialized hospitals (Medcare Women & Children Hospital and Medcare Orthopaedics & Spine Hospital). The Medcare network comprises of 18 medical centres in the UAE that serve the healthcare needs of the community. Medcare Hospitals & Medical Centres treat more than 1.2 million patients every year in over 35 medical specialties, with more than 1,000 passionate and multilingual doctors, nurses, and technicians who come to us from different medical boards and institutions from around the globe. The hospital has established a strong presence in the UAE as its staff lives by a simple promise: “We’ll Treat You Well,” and is fully committed to providing world-class clinical excellence and personalized medical care to every patient. Evolving in the Journey Dr. Shanila Laiju is the person overseeing Medcare’s network of 2,000+ clinicians and support staff. She began her professional journey back in 1994 when she started her career as a dentist, further progressing into hospital administration. She gradually evolved into a clinic supervisor and operations manager and then served as Chief Executive Officer for two flagship hospitals—Medcare Multispecialty Hospital Al Safa and Medcare Orthopedic & Spine Hospital. As part of her continuous endeavor to promote safe and efficient medical care, she spearheaded the accreditation of two of the hospitals by the Joint Commission International and launched many centres of excellence, namely in gastroenterology and obesity, weight management, and orthopedic care in the UAE and its associated region. Little Things Matter Dr. Shanila realized that being the chief executive officer of a hospital means being part business leader and part human multiplier. It requires a blend of diplomacy, advocacy, business management, and financial sense. Our vision is to take Medcare to greater heights by keeping abreast of the top standards in preventive, curative, and rehabilitative healthcare, regionally and internationally. 10 Best Performing Hospitals of 2022
  12. 12. In her position as a business leader, she learned much about the operations of a hospital, the roles of different personnel, how to be humble, have empathy for patients, the dedication of healthcare professionals, and how much "little things" mean to employees. Such a concept serves to develop a structured leadership approach toward hospital staff for greater collaboration and efficiency. Dr. Shanila and her team increasingly call upon Medcare's ecosystem to transition and modernize. For instance, today, data analytics and the integration of AI are providing new, complex ways to deliver top-quality care to our patients. And the industry-wide transition from a fee-for-service model to a value-based service model—one focusing on the quality of services instead of the number of services provided—meant that they were required to rethink our operations from the ground up. “As a human multiplier, I think about how the decisions I am making will affect the team members I am working with and what contributes to their professional growth and personal fulfillment,” adds Dr. Shanila. Catering to the Needs Medcare is always striving to improve the quality of life of its patients in the UAE by increasing access to professional care support and cutting-edge treatment. For this reason, it has managed to develop specialty centers of excellence across all the facilities to cater to the constantly evolving needs of the population that it serves. Some of these centers include: Ÿ The Medcare Foot & Ankle Center deals with all sorts of related diseases and pain management. Ÿ The Weight Management Center supports patients to regain control of their weight by following tailored weight management plans. Ÿ The Gastro and Obesity Center is dedicated to treating patients with complex conditions using state-of-the-art techniques.
  13. 13. The staff are committed to delivering outstanding patient care and exceptional clinical services in our communities. We strongly believe that adopting innovations and world-class technologies will renovate our patient experience and units' operations. Ÿ Chronic Care Management was another major highlight for its patients. This is a comprehensive 12-month course that offers customized care plans for chronic diseases such as diabetes to help patients live a healthier life, and we provide guidance and monitoring tools for them to make positive lifestyle changes On top of that, Medcare has added a number of medical centers to its portfolio in multiple premium communities, the latest ones were in Dubai International Financial Centre, Town Square, and Mirdif City Centres. The plan is to have more than 40 medical centers by 2025. Attaining Heights Opining about Medcare’s vision, Dr. Shanila quotes, “Our vision is to take Medcare to greater heights by keeping abreast of the top standards in preventive, curative, and rehabilitative healthcare, regionally and internationally.” Medcare believes that core values shape an organization's culture and significantly impact its business strategy. It creates a corporate purpose, improves team cohesion, and instills a sense of commitment in the workplace. To meet the objective, the organization ensures to operate on the following values:
  14. 14. Ÿ Excellence: Surpassing current benchmarks by continually challenging our ability and skills to take Medcare to greater heights. Ÿ Integrity: To do the right thing without any compromises and embracing a higher standard of conduct. Ÿ Passion: Going the extra mile willingly, with a complete sense of belongingness and purpose while adding value to our stakeholders. Ÿ Respect: Treating people with the utmost dignity, valuing their contributions, and fostering a culture that allows each individual to rise to their fullest potential. Ÿ Unity: Going beyond boundaries with empathy and care while harnessing the power of synergy and engaging people for exponential performance. To live up to the ambitions and expectations of patients, investors in healthcare organizations will need to continue the journey that makes patient-centricity a reality. It is very important to learn from other industries and import practises that enable access, convenience, and personalization of medical services.
  15. 15. To address these healthcare challenges, it was essential for us to map patient requirements and preferences that will help us understand what they want, who they are, and what their lifestyle habits are, so they remain engaged in their treatment, stay informed in order to be an integral part of their care journey. Mapping Opportunities The healthcare sector is faced with many challenges, such as the need to harness advanced technologies, information and integrated health services, cybersecurity and protection of patient data records; rising healthcare costs; shortage of talent; and most importantly, the immediate need to keep investing in the digital and consumerism transformation of the healthcare industry. Pointing to the matter, Dr. Shanila states, “To address these challenges, it was essential for us to map patient requirements and preferences that will help us understand what they want, who they are, and what their lifestyle habits are, so they remain engaged in their treatment, stay informed in order to be an integral part of their care journey. One way we’re applying this is through interactive, easy-to-use digital tools that help us work with our patients to be proactive about accessing care, ease of booking and managing appointments, and treatment planning.” She continues, “Moreover, the staff are committed to delivering outstanding patient care and exceptional clinical services in our communities. We strongly believe that adopting innovations and world-class technologies will renovate our patient experience and units’ operations.” The hospital has implemented InterSystems, TrakCare as a Service electronic medical record system across all its four hospitals and 18 medical centres. It will be useful to improve clinical outcomes and patient care delivery by supporting our medical staff in their decision-making. Dr. Shanila believes that this will help the hospital strengthen its patient safety and privacy, patient record availability, and create more opportunities to offer the patients an enhanced experience and seamless care journey as they spend less time waiting and avoid unnecessary tests. These steps have helped the organization with recognizing itself as atechnology leader in the global healthcare space. Technological Support Medcare launched its teleMEDCARE platform for teleconsultations at the onset of the pandemic to provide immediate medical access to people who needed it from anywhere at any time. It allowed them to offer live video consultations where patients could consult a doctor without making an advanced appointment. All they had to do was click on the ‘Call Doctor Live Now’ button on the Medcare website to connect with a doctor. Furthermore, homecare services were identified as an obvious need for its patients in areas such as lab tests, vaccinations, nurses and doctors on demand, and medication home delivery. Ensuring Quality Treatment “We believe that healthcare is not just a service but an experience that enriches people’s lives at different levels and brings a positive change in the way healthcare is delivered,” states Dr. Shanila. Medcare is at the forefront of best practices in the healthcare business, which allows it to stay ahead of the times and deliver promising solutions to its patients. “We move forward as a team by continuously attracting the best talent and therefore evolving as a successful, sustainable business. For us, it is all about enriching the experience of all those who come in touch with us and our
  16. 16. services—starting with our patients, to our internal stakeholders and business partners.” Dr. Shanila demonstrates pride in Medcare by stating, “The availability of all major medical specialties in one organization means that our patients get comprehensive care for their health as well as convenience.” Moving Towards Patient-Centricity From a business perspective, Dr. Shanila believes that there is an “always-on” demand for healthcare. It is one of the most recession-resistant sectors. Even when markets are unpredictable, the healthcare sector is resilient against possible economic downfalls because of medical advances, diversification of population needs, virtual care potential, and new infrastructure technologies—all of which support long-term investment growth. “However, to live up to the ambitions and expectations of patients, investors in healthcare organizations will need to continue the journey that makes patient-centricity a reality. It is very important to learn from other industries and import practices that enable access, convenience, and personalization of medical services,” concludes Dr. Shanila.
  17. 17. Stay in touch. Subscribe to Insightscare Get Insightssuccess Magazine in print, & digital on www.insightscare.com Check should be drawn in favor of : INSIGHTS SUCCESS MEDIA TECH LLC
  18. 18. Rowberry ccessibility of affordable quality healthcare is a Ahuge concern around the world. Quality Healthcare is out of reach of so many due to cost and many others due to geography or circumstance. To restructure and bridge the distance between supply and demand, world leaders are innovating options to enhance accessibility in all fields and particularly in the medical sector. One such leader is CEO-Digital Health – Brandon Rowberry of Aster DM Healthcare, who, with his mission to bring healthcare to the palm of the patient's hands, is revolutionizing the gifts of medical sciences accompanied by technological platforms to enable beneficiaries to access quality healthcare cost-effectively. His leadership approach is simple, yet powerful. Brandon says, "I learn as much from our great employees as I hope they do from me. What I try to do is to teach and model good principles and enable my people to largely manage/lead themselves." The company is now one of the largest Healthcare providers in the Middle East and India, serving ~25M patients/customers and encompassing nearly all aspects of Modern Healthcare, including Hospitals, Clinics, Pharmacies, and Digital Health. Interview with Insights Care www.insightscare.com Octorber | 2022 19
  19. 19. To know more, let us slide into the interview details below! Brandon, kindly brief us about yourself and your journey so far. The journey has been a wide and varied one, spanning various industries, geographies, and focus areas. The one thing that has tied it all together has been a theme of driving growth through ambiguity. I have been richly blessed with a wonderful family, generous colleagues, and opportunities to learn beyond what I could have imagined decades ago. I have had the opportunity to start businesses from scratch, lead large functional areas such as Global Innovation for major Fortune 500 corporations, and invest in and advise both start-ups and multi-billion-dollar growth companies. All of this is with a focus on increasing the accessibility and scalability of products/services. I am very grateful to be leading Digital Health and tremendous growth at Aster. The Mission of the company focuses on the Accessibility and Affordability of the quality healthcare services and products we offer across many countries. This focus aligns with my personal mission. Please tell us about Aster DM Healthcare and the inspiration behind it. Aster DM Healthcare was founded by Dr. Azad Moopen in the late 80s as a single healthcare clinic location in Dubai serving the underserved population. The inspiration was simple, people do not have access to affordable quality healthcare, and Dr. Moopen stepped in to fill the huge gap. From these humble beginnings, it has grown to one of the largest Healthcare providers in the Middle East and India, serving ~25M patients/customers encompassing nearly all aspects of Modern Healthcare, including Hospitals, Clinics, Pharmacies, and Digital Health. www.insightscare.com Octorber | 2022 20
  20. 20. What are the key products and services of your organization, and how has it opened both physical and digital doors to patients? Aster serves the entire spectrum of healthcare needs, from complex surgeries and Transplants to cancer care to basic primary care and everything in between. Aster also has a huge network of Pharmacies providing Prescription and non-prescription medicines and products to help people live healthier lives. Digital Health is leading the way by connecting Patients to the full spectrum of health services/products in and out of the traditional healthcare setting. It has expanded the access and affordability of healthcare for millions of patients and customers. Being able to get care from nearly anywhere and anytime via digital tools allows families to better care for their needs. How is Aster DM healthcare incorporating novel technological solutions in its operations to deliver improved patient-centric services? We have been hard at work incorporating Digital Health solutions by connecting the only full-range healthcare services/products company in the region with the ability for patients to have their health records "In the palm of their hand." Patients/customers now have the power to have real-time control and access to a 360-degree view of their family's health. How is your organization enabling more comprehensive access to healthcare for patients in the operative region(s)? Aster has the highest density of Hospitals, clinics, and Pharmacies of any healthcare provider in the region. We have a particular focus and density in areas that are typically underserved and less well-off than other areas. Our mission is focused on the Accessibility and Affordability of Quality Healthcare, and thus our operations match that aim. Digital Health widens that access multi-fold by not having to be tied to physical locations. Now your health is in the palm of your hand regardless of your geography or financial situation. How have you infused your business and investment acumen into Aster DM healthcare to continue its growth chart upwards? As a CEO – of Digital Health, how do you ensure this growth is not just in volume but in values as well? I learn as much from our great employees as I hope they do from me. What I try to do is to teach and model good principles and enable my people to largely manage/lead themselves. For the most part, after providing guidance, goals, and resources, I try to get out of the way and, when needed, remove roadblocks. I believe this leadership style will create sustainable capability in our organization and people and, thus, lead to great performance in the medium and long term. My leadership team includes people from 5 different continents. That was certainly not the intended aim, however, it shows that talent comes truly from everywhere and is attracted to opportunities that help them fulfill their personal missions and responsibilities. Our longer-term growth needs to be infused into all talent, and therefore, I spend a considerable amount of my time working directly with people one on one and in small groups, ensuring they know that I understand, care, and support their great work. This, along with ensuring they have whole areas of "ownership", helps us create a virtuous cycle of high-achieving talent dedicated to our goals. As a successful leader and a guiding light, what is your advice to budding entrepreneurs in creating trustable digital solutions to enable wider access and affordability while availing healthcare services? Solve a need you know and experiment, experiment, experiment! I have never seen a business plan that fully stood the test of time so the flexibility to read, react and make changes is much more valuable than a perfectly polished plan. Get your solution into the hands of anyone who will use it and build from their experiences. In healthcare, too much innovation is focused on solutions that drive prices higher and higher instead of more accessibility and affordability. Please focus your efforts on those solutions that will scale and help us to enable the next 10 million people, then the next. www.insightscare.com Octorber | 2022 21
  21. 21. Important Measures in in Healthcare st n the 21 century, healthcare is one of the most Iimportant sectors, especially in a developing country like India. This sector interfaces direct contact with millions of people. Both common man and the medical industry are interdependent on each other. This means that any disturbance or lack of service can lead to devastating consequences in the healthcare sector. The quality improvement awareness in the healthcare industry is increasing day by day. Although our medical system has become potential and safe to some extent as compared to the past few decades, however, we have miles to go. Researchers, policymakers, and healthcare experts are continuously seeking to develop more systematic ways of measuring and benchmarking the quality of care of different providers. The basic measures to assess the quality of healthcare organizations are classified as structure measures, process measures, or outcome measures. The care providers and hospitals can follow certain tips such as establishing a safety management system, building of rapid response team, developing a safety compliance plan with patients as well as employees, and stock equipment maintenance is a Yes! Quality control can be achieved through dedicated and trustworthy healthcare providers. Establishment of Safety Management System The health management industry is susceptible to even minor changes in it, may it be developmental measures or excessive reforms. It deals with the lives of many people and any small change can lead to regrettable consequences. The hospital staff and other health providers need to be well trained while treating patients. It is essential that health services administration include all the managers and employees including interns in decision making strategies. The hospitals must also perform regular organizational performance reviews. They can set up a special team of licensed nurses, physicians and technicians to keep a track on the regular reviews of patients. This will help to keep a record of regular safety measures being carried out and patients' response to the initiative. Quality assurance is meant to assess both patients and healthcare providers. For instance, hospital staff must not consider regulations and instructions as punitive, but rather see them positively. For example, nurses and ward boys must ensure that all the wards in the hospital are cleaned thoroughly. Sometimes, test records of patients needs to be cross-examined by doctors. At such times, one should not just rely on principles and regulations, but can go beyond set standards to provide the best service. Building a Rapid Response Team (RRT) Rapid Response Team is a group of designated staff that mainly consist of doctor, nurse and respiratory therapist. They immediately come to the patient if there is any indication that their condition is deteriorating. The team promptly rushes to the patient if they show abnormal vital signs, trouble breathing, chest pain, signs of stroke or in case of serious illness, if ECG machine shows abnormal heart rate. After starting immediate treatment to the patient, the team contacts the attending physician and moves the patient to a specific area of the hospital for specialized monitoring and treatment. Though almost all the healthcare providers comprise of RRT, the system needs to enhance the response given by RRT to the patients. Developing a Safety Compliance Plan with Patients as well as Employees The employers and employees in the healthcare industry need to understand their roles in organizations they work in. Apart from training each new employee, the administration must also focus on updating the staff regularly on safety and health policies. Training camps must be organized in a period of fifteen days to one month. When in doubt, employees must feel safe to confront their concerns and come to a healthy solution by discussing it with the management. This enables the staff to gain confidence in them which eventually builds trust among patients. Every medical organization must clearly outline safety policies and procedures. The members of every medical department must have reassurance that the management will receive information and concerns with impartiality. Addressing Safety www.insightscare.com Octorber | 2022 22
  22. 22. Stock Equipment maintenance is a Yes! Great numbers of healthcare service providers rely on different types of medical equipments to function productively. A good quality of healthcare program must have a list of all the required equipments that are kept ready from time to time. There should not be any type of shortage in any emergency situation. All authorised persons in the organization should know where the spare parts are kept and should have an access whenever required. If equipment required specialized maintenance and handling, other people should have contact of the associated persons in case of emergency. The facility should also develop alternative protocols that guarantee patient safety if the equipment gets damaged or breaks down while maintaining. It is a welcome addition if a facility has its own team of technicians who can respond immediately if the equipment develops technical problems unexpectedly. www.insightscare.com Octorber | 2022 23 Anish Miller
  23. 23. The evolution of humans has seen a lot of changes within itself. Changes, that were essential for their transformation to attain the advancement of society. The process of transformation has inherited humans with different abilities, physically and behavior-wise. The greatest trait that mankind has inherited since its existence is Humbleness. But, in the modern era, with high- altitude skyscrapers and space tech solutions grabbing the spotlight, the deep-rooted and the most essential element of human capital—humbleness, is being overshadowed and the significance of this human attribute is getting blurred. Breaking the norm of this vicious cycle is Centre Medical de Botour. It is on a mission to establish peace and care in the world. It is the first ISO 9001: 2015 certified hospital in the Democratic Republic of the Congo with core values of Passion, Empathy, Excellence, and Ethics. These values require a good leader to be followed. Justifying the saying, stay true in the dark, and humble in the spotlight, Mrs. Hema Gupta has been the ideal Managing Director of the organization. Below are the highlights of the interview: Mrs. Hema, please brief our audience about the Centre Medical de Botour, Kinshasa, DRC. What has been your source of inspiration for venturing into the healthcare industry? The socioeconomic status of DR Congo has been more marginalized in Central Africa. They are deprived of basic healthcare facilities. Especially public facilities are not accessible to most people, maybe because of affordability or accessibility in their respective communities. Due to this the major group of the population always remain deprived. Although they also play an important role in our development. The direct contribution of health to human capital formation and socio-economic development is unquestionable and well recognized. So, a modern hospital in the local town is essential for local people. Due to a huge population, DR Congo faces a double burden of diseases: Malaria, Diabetes, Hypertension, Stroke, Chronic respiratory diseases, HIV, Tetanus, Measles, Rubella, leprosy, and so on. So, this has been realized to improve the health condition of those diseases affecting people. Please tell us about yourself and shed some light on your journey as the Managing Director of Centre Medical de Botour, Kinshasa, DRC. I never had a goal to become MD, instead wanted to solve problems related to the health of the people. There is an old saying in the business that is, to find a problem and fix it. That's how I was thinking to help people of DRC with their health-related issues. The role came with a mission to look after the health of people living in DRC and their relatives. The majority of the people of DR Congo are still deprived of modern healthcare facilities and also dependent on government health structures for treatment and in private hospitals, they fall into paying hefty bills. DR Congo since independence achieved much progress in the public health domain, but the rich and the politically blessed can extract major services from the public health system. Public health has played a vital role in protecting and promoting the health of rural communities across the nation. In many of these communities, public health offices and personnel are the only providers of health services. What core values does the hospital run on? What are its mission and vision? The CMB has been established with core values of Passion, Empathy, Excellence, and Ethics. The Mission of our Multispecialty care in DRC has been enhanced by education and research in collaboration with medical colleges that are accessible to all upcoming medical professionals. And our vision is to become the leader in www.insightscare.com Octorber | 2022 25 10 Best Performing Hospitals of 2022
  24. 24. upholding the highest standards of multispecialty care in Kinshasa, DRC, a self-reliant institution responsive to the health needs of all ethnicity living in DRC. What makes your hospital different from traditional modes of treating patients who are dealing with several illnesses? In contrast with available services in Kinshasa, our hospital brings 4 self-defining traits for patients suffering from illnesses. Ÿ The culture of excellence is deeply embedded in our clinical team, they do a root cause analysis of patients' conditions and take appropriate action for them. Fostering this culture of excellence in our hospital helped us to inspire and keep them motivated to put their best foot forward at all times. Ÿ We strongly believe that the nursing staff is the most important caregiver in the hospital. Medical Consultants and Duty doctors interact with patients occasionally, whereas nursing staffs are the ones who are in touch more frequently. An efficient nurse would provide the correct care and empathetic behavior that makes all difference in the patient's experience in the hospital. Ÿ The key to the success of the relationship between patients and the hospital is timely communication. What the patient and most importantly their anxious attendants want is communication. Communication about the health status of the patient, communication about the tests, the treatment, and the cost is what make them believe in your decisions. Ÿ Transparent pricing is the main source of confidence in our patients. There is a social belief that hospitals overcharge for the services as no one is to see what they are charging for. Hence, we believe transparency in pricing with timely communication results in satisfied patients. What specific services align with the idea of delivering patient-centric care to the patients at your hospital? We have a patient management system in place which records all patients' medical history and prescriptions. Ÿ All specialists of doctors are available in the hospital which caters to all specialties and super specialties. Ÿ We have partnered with all available insurance companies in Kinshasa that are serving patients. Ÿ We have one of the biggest dialysis centers in Kinshasa where we can do 5 sessions at the same time. Ÿ We have one modern dental clinic with an attached dental lab which serves the laboratory requirement of all independent dental clinics and government hospitals. Ÿ We have a dedicated blood bank in the hospital that takes care of patients in emergency care. Tell us about how patients benefit from the direct bill insurance facility at the hospital. The poor people of the country are neither capable of bearing their health expenditure nor conscious of health, nutrition, and sanitation. Pervading poverty is, therefore, a www.insightscare.com Octorber | 2022 26
  25. 25. major challenge for ensuring health care for the growing population. Almost all of our rural population do not get healthy medical services. They are deprived of money or political problems which is why they remain sick over the years. Hence, we have partnered with all insurance companies i.e., GGA, Activa, Rawsur Insurance, and are offering cashless facilities to the people of DRC. To what extent does technology play a role at your company in catering to the needs of patients? In our hospital all OPD, IPD, Diagnostic, and Pharmacy are digital. We are very active in social awareness through the digital platform. We are actively involved in organizing various CMEs and conferences with medical fraternities in partnership with international medical experts. We have all modern types of machinery and medical equipment for diagnosis i.e., Electrophoresis machine for Sickle cell anemia, RTPCR, ECG, EEG, Radiology, MRI, etc. What advice would you like to offer to budding entrepreneurs who wish to venture into the Healthcare Industry? Ÿ Area of Expertise: As an inspiring entrepreneur it is very important to realize your strength and build the business based on your area of expertise. Ÿ Networking: Be open to networking with all sectors of business, which will help to be updated in healthcare. Networking makes publicity easy and opens a venue for the growth and development of your business. Ÿ Be positive: When opening a healthcare business be aware that ups and downs are inevitable. Try to keep a positive attitude towards all situations which will keep you going and fight for success. How do you envision Centre Medical de Botour, Kinshasa, DRC's operations and services in 2022 and beyond? At the moment, the Centre Medical De Botour is heavily involved in improving its facilities and knowledge of doctors to keep up with world-class standards, expanding its capacity by building 2 more hospitals of CMB and upgrading its human and technological resources to meet the increasing demand for its services. Amidst this the vision of CMB is to remain in focus in terms of its primary mission: to care for those who need the best of what medical science with a social conscience has to offer in DR congo. Please provide us with a few client testimonials and awards or recognition (if any) that best highlight the position of your hospital in the industry. Centre Medical de Botour is one of the leading healthcare providers in Kinshasa/DRC. Our hospital is renowned for its medical infrastructure and expertise, as we are the first ISO 9001:2015 certified hospital in DR Congo. Our state-of-the-art laboratory results for RTPCR are govt. approved for international travel. We are very proud of our Medicine Director who has been awarded many times as the best Oncologist in Central West Africa from Zenith Global health. We are the house of the best doctors in the country, supported by high patient ethics, modern technologies, and research-based care in a warm and comforting environment. www.insightscare.com Octorber | 2022 27
  26. 26. ealth laws are used to formalize commitment to Hgoals, such as the goal of universal health coverage, creating a drive for action. To enable cooperation and achieve health goals, people use law to create different organizations (such as hospitals) and relationships (such as contracts for providing health services). In turn, organizations (whether health ministries, the private sector or civil society) have mandates, policies and strategies based on legal rules that guide their work. There are also many rules that structure what health organizations and individuals should do, and what they may not do. This interaction between different health laws results in health system functions being carried out and health products and services being delivered. Organizations such as World Health Organization (WHO), Food and Drug Administration (FDA), National Agency for Food and Drug Administration and Control (NAFDAC) and The National Drug Law Enforcement Agency (NDLEA) help to implement health laws on national level and global level, to ensure that the healthcare industry is performing effectively. Below are some basic Rights and Laws that every citizen in any country should be aware of and make use of their provisions for better healthcare services - No. 1: RIGHT TO NATIONAL INSURANCE Living Abroad? Find International Health Insurance or Expat Insurance for international citizens. As a Citizen of any country, you have the right to national insurance, which should be covered by the tax paid by the citizens. Although, that has not been the case in most developed countries. The Bismarck Model Like in the National Health Insurance model, most health care facilities are private. But citizens are required to buy health insurance, which is heavily regulated by the government and must provide certain benefits. Usually, health insurance is non-profit and paid for through payroll deductions or payroll taxes. Low-income people may receive subsidies for health insurance from the government. This is the system Germany, France, the Netherlands, Japan and other countries use to deliver universal health care. The Beveridge Model This is the other system that provides what people think of as free healthcare. Like in the National Health Insurance model, the government uses taxation to pay for health care. Unlike the National Health Insurance or Bismarck models, most medical facilities are owned and run by the government. The most famous Beveridge health care system is the NHS in the UK, which was designed by William Beveridge himself. New Zealand, Cuba, Hong Kong and Spain are also among the many countries that use this system. www.insightscare.com Octorber | 2022 28
  27. 27. No.2: RIGHT TO PRIVATE INSURANCE The USA does not have a universal, free healthcare program, unlike most other developed countries. Instead, in line with the free-market-virtue mindset, most Americans are served by a mix of publicly and privately funded programs and healthcare systems. Most hospitals and clinics are privately owned, with about 60% being non-profits, and another fifth being for-profit facilities. Coverage by federal and state programs is partial, and most insured Americans have employment-based private insurance. Group plans funded by the employer cover about 150 million Americans. These include health maintenance organizations (HMOs), which are networks of providers. Insured patients see a primary care physician (PCP), whose refers them to a specialist if necessary. A more popular option is to use preferred provider organizations (PPOs), which allow patients to see external providers, choose their PCPs, and see a specialist without a PCP referral provided the former is willing. These are now used by over 55% of insured employees, compared to 25% in HMOs or point-of-service (POS) plans. With POS plans, patients must have a PCP in the provider network, but can go out of the network for a fee. No. 3: ARTICLE 35 – RIGHT TO PREVENTIVE CARE Everyone has the right of access to preventive health care and the right to benefit from medical treatment under the conditions established by national laws and practices. A high level of human health protection shall be ensured in the definition and implementation of all Union policies and activities. No. 4: ARTICLE 25 - THE RIGHT TO ADEQUATE HEALTH The Declaration of Human Rights (UDHR) articulates this right to adequate health in Article 25: “Everyone has the right to a standard of living adequate for the health and well-being of himself and of his family, including food, clothing, housing and medical care…” My name is Juan Viedma Martínez, Doctor at law and MBA in economy. I am Spanish citizen, birthplace Madrid. I'm 67 years old. Divorced with three independents children. I was working in many areas of law, especially in international issues and in macroeconomics affairs.Also, I love to support the Macedonia question and its legitimate claim for the rights of the country and its people. I wrote some books in my professional career and I have a very special feeling about Africa. I have traveled to many countries in the ve continents and on defence of human rights. My clients are con dent to fully recommend Juan Viedma Martinez – it is rare to see someone who brings such enthusiasm and initiative to any project. I have contributed to boost team performances and bene t greatly from my dedicated work ethic, creative skills, and exibility of thinking. Skills: Professional Liability · Business Law · Mergers and Acquisitions · Contractual Agreements · International Law · Economic Criminal Law · Criminal Law · Litigation. About The Author Juan Viedma Martinez (Dr.) Doctor at Law and MBA in Economy www.insightscare.com Octorber | 2022 29
  28. 28. No. 5: THE ANTI-KICKBACK LAW This law prohibits any healthcare worker from accepting a bribe in exchange for a referral for an item or service paid for by Medicare or Medicaid. A similar law, known as the Stark Law, prohibits physicians from accepting bribes for referrals to medical services such as lab testing, hospital services, or even prescription drugs. No. 6: THE FALSE CLAIMS ACT This act prohibits anyone from making a false medical claim or a false record of services billed to a federally funded medical program. This includes billing for services not provided, or billing multiple times for a single service. The act also protects whistle-blowers who report these false claims. A similar act has been passed that specifically covers false claims to the Medicaid program. No. 7: LAW FOR UNIVERSAL HEALTH COVERAGE (UHC) For all aspects of health, there are binding rules that govern the rights and responsibilities of governments, health workers, companies, civil society and a country’s population. Together these rules make up the legal framework, or legal architecture for health. They take many forms including: statutory laws, regulatory and administrative laws, contracts, case law, and customary laws. Who is involved in making these rules, and the form they take, differs from country to country. No. 8: The Health Information Technology for Economic and Clinical Health Act (HITECH): This law was created a little over a decade ago as electronic health records (EHRs) were becoming the new standard for recording patients' medical history. It requires healthcare providers to show that electronic health records are used to measure the improvement of the delivery of healthcare, including increased engagement between the patient and doctor, and a reduction in healthcare disparities. This act also supports the HIPAA privacy policy by requiring healthcare professionals to keep electronic health records private and securely stored. No. 9: The most commonly known healthcare law is the Health Insurance Portability and Accountability Act, or HIPAA: This law prevents healthcare professionals from discussing patients' medical records with anyone but the patient or authorized personnel. That might be other team members treating the patient, insurance providers, or maybe a healthcare proxy. The important takeaway is that if you’re a patient, you get to decide who sees—and doesn't see—your private medical records. To determine the status, and ranking of global healthcare system such as in Europe, Africa, and North America, we need to look at some parameters including: implementation of healthcare laws for the benefit of the masses, affordability, efficiency, availability, Country Attainment of goals, Level (DALE) Performance and Overall health system performance What Country Has the Best Healthcare System in Europe? Europe has 5 of the top 10 countries ranked by their healthcare systems. The best healthcare systems in Europe are offered by France, Italy, Malta, Spain, and Austria. Most other countries in Europe have excellent health care for their citizens. The biggest factors in driving their top rankings are affordability and access. The systems are typically heavily subsidized by the government and, as a result, are very affordable. At the same time, there are often long wait times and restrictions limiting choice in these countries – so none of these systems are perfect. www.insightscare.com Octorber | 2022 30
  29. 29. The healthcare system in Spain is ranked the first best in the world, just ahead of Italy (2nd), Iceland (3rd) and Japan (4th). Further Ranking include: Estonia 69 77, Ethiopia 182 180, Federated States of Micronesia 104 123 and Fiji 106 96 and Republic of Macedonia 68 72. Macedonia Healthcare: The Score & Rank by Category for Republic of Macedonia was based on, Prevent Health which had an Index Score 35.7 38.3, Change from 2019 - 4.2 +9.5 and the Overall Rank is 68 72. The research on health protection possibilities shows major differences among citizens in all 30 towns in Macedonia. As regards availability of health care facilities for citizens across Macedonia, it is not the same whether one lives in the capital Skopje, marked by the highest level of health protection, or in Demir Hisar, Berovo, Sveti Nikole, Resen and Vinica, where citizens enjoy the poorest health protection possibilities. Differences are so great that, for example, Skopje has 1 MD specialist per 339 citizens, but Krusevo has 1 MD specialist per 3,182 citizens. Ethiopia Healthcare: Ethiopia's health service is structured into a three-tier system: primary, secondary, and tertiary levels of care. The primary level of care includes primary hospitals, health centres, and health posts. You can read in detail in article on Healthcare in Ethiopia - Health and welfare, Progress in health among regions, Ministry of Health contributions and International Trade Administrations and UN, USAID partnerships with the Government for Strengthening the Healthcare system in Ethiopia by Chidiebere Moses Ogbodo – Titled: Current Performance of Hospitals & Healthcare System in Ethiopia and What To Do Better In which ... Which Country's Healthcare System Need's Urgent Attention and Investments? According to the World Health Organization, the following country's healthcare systems need to be revitalized, upgraded and investments are needed to achieve the best healthcare services to their citizens: Ÿ Angola Ÿ Zambia Ÿ Lesotho Ÿ Mozambique Ÿ Malawi Ÿ Liberia Ÿ Nigeria Ÿ The Democratic Republic of the Congo Ÿ Central African Republic Ÿ Myanmar According to a 2017 publication from the Commonwealth Fund, The USA is ranked last out of 11 Countries with adequate healthcare system. “Among the 11 nations studied in this report – Australia, Canada, the Netherlands, Germany, Switzerland, France, New Zealand, Norway, Sweden, the United Kingdom, and the United States—the U.S. ranks last, as it did in 2010, 2007, 2006, and 2014.” “Most troubling, the U.S. Healthcare System fails to achieve better health outcomes than the other countries, and as shown in the earlier editions, the U.S. is last or near last on dimensions of access, efficiency, and equity.” Issue: No two countries are alike when it comes to organizing and delivering health care for their people, creating an opportunity to learn about alternative approaches. Goal: To compare the performance of health care systems of 11 high-income countries. Methods: Analysis of 71 performance measures across five domains — access to care, care process, administrative efficiency, equity, and health care outcomes — drawn from Commonwealth Fund international surveys conducted in each country and administrative data from the Organisation for Economic Co-operation and Development and the World Health Organization. Key Findings: The top-performing countries overall are Norway, the Netherlands, and Australia. The United States ranks last overall, despite spending far more of its gross domestic product on health care. The U.S. ranks last on access to care, administrative efficiency, equity, and health care outcomes, but second on measures of care process. Conclusion: Four features distinguish top performing countries from the United States: 1) they provide for universal coverage and remove cost barriers; 2) they invest in primary care systems to ensure that high-value services are equitably available in all communities to all people; 3) they reduce administrative burdens that divert time, efforts, and spending from health improvement efforts; and 4) they invest in social services, especially for children and working-age adults. www.insightscare.com Octorber | 2022 31
  30. 30. How Hospitals Can Rebuild CommunityTrust with Diverse Approaches e all know that the hospital business is quite Wsusceptible. There are many small and large incidents that can erode community trust in the healthcare sector if the challenges are not faced effectively on time. From a vicious outbreak to a slow corrosion of the hospital-patient relationship, any situation can destroy people's trust in the industry. For example, the world is witnessing severe repercussions of the COVID-19 outbreak since 2019, and it is still continuously growing. People in every corner of the world started losing faith in the medical industry when healthcare service providers were unable to treat a maximum number of patients on time. Millions of people were losing their lives to this deadly virus, and doctors had no clue of what exactly was happening. Despite the massive trials to manufacture the effective vaccine, people were apprehensive about the agencies that were distributing the prepared inoculations. Many community hospitals lost the trust of their patients overnight due to the high infection rate as the Corona Virus was evolving into its various mutations each passing day. Redening Healthcare www.insightscare.com Octorber | 2022 32
  31. 31. www.insightscare.com Octorber | 2022 33
  32. 32. There is hope however if health system leaders and staff can make an effort to improve their reputation. Facilities or hospitals in such situations can follow certain steps to try and win back patient trust. Understanding the decrease in patients' trust in healthcare facilities Doctors are the most trusted professionals in the world, with many societies regarding them the status of 'God.' But the rapid pace of privatisation, finance-centric care models and mechanical attitude towards patients has lowered patients' trust in the system. A continuous race among medical students to score high in exams and not being able to prioritize practical knowledge is one of the reasons that we are witnessing negligent doctors. As it is said, half knowledge is dangerous. According to a medical institution's 2019 report, 61% of people were of the view that hospitals did not take the best decisions in favour of patients compared to 37% in 2016. Lack of responsiveness of hospitals, increased waiting time for patients and low adherence to their feedback are some reasons for widening gap in community trust. Hospitals should encourage community runs events such as safety fair or healthcare run to create a bond between hospital staff and patients. Rebuilding community trust with Logic It is seen that hospitals refrain from showing their caring side to the patients and have become more cosmetic. Ethics in hospitals are compromised while fixing rates, allocating beds and exorbitant cost of medicine. Healthcare leaders perceive themselves as just profit-driven managers. This needs to be controlled and regulated by the administration and the healthcare sector as a whole. Nowadays, physicians recklessly order for complex diagnostic tests, even for minor ailments. This leads to the start of drilling in the patient's pockets. Often, doctors, these days develop a false sense of ego to accept their inability to not know something. This has cost them trust issues among their patients. Leaders should encourage general physicians and other doctors to focus on their hard and soft skills to gain the trust of patients. Managing the Costs A proper goal needs to be set by hospitals to maintain their rising costs. Access to poor care is not the objective, nor is the reducing cost at the expense of quality. Quality maintenance, along with cost reduction, should be the goal. Today, increasing profit is disarrayed with the interests of patients, because profit-making has become the ultimate goal. Only increasing the volume of services will lead the healthcare sector to nowhere, but effective results will enable to ensure a healthy environment among patients. Improving values requires improving one or more outcomes without raising costs. Lowering costs without compromising outcomes is quite essential. Every hospital must ensure to sell medicines at generic costs or at least the same as the cost of production. Enrolment in Health Policies Healthcare policies are a boon discovered by mankind to mankind. Although healthcare has increased in several developing nations, changing healthcare needs, growing expectations and an ambitious healthcare system are raising the bar. Each hospital must promote government healthcare policies while providing private health policies at lowered rates. Long-term benefits should be included in the policies. Hospitals should keep a record of the number of patients every month who have benefited from either government or healthcare policies. The industry administration can judge hospitals primarily on the basis of their impacts and equitable distribution of these services. A good economic benefit, along with good healthcare, definitely bridges the gap of faith between the healthcare system and patients. The foundation of high-quality healthcare systems include the amount of health need of the population, meeting their expectations, governance of the health sector, workforce skills, tools, and resources, from low-cost medicines to data. -Abhilasha Agrawal www.insightscare.com Octorber | 2022 34
  33. 33. Daniel Taddese The contours of life take one on a journey of discovering the true self and empowering that individual with a purpose. This goal could range from anything and everything that makes one invest a major part of their lives in achieving it. With right amounts of hard work plus other essential elements, an aspirant is morphed into a visionary leader. One such leader in the healthcare niche is Daniel Taddese, who is a General Practitioner at Sheno Primary Hospital and is transforming the healthcare industry through his valuable input of transformative ideas, constant networking, and solving problems effectively. He aims to help every patient in need and present them with good health, which he thinks is their well-deserved right. In this process, he is extracting the benefits of medical technology while being flexible with the current trends in the healthcare sector. Through the interview highlights below, let us dive in to read more about his inspiring and ambitious journey so far! Please shed some light on your leadership journey as a General Practitioner in the healthcare space. Well leadership is a journey and I am on the starting end of it. I am helping and supporting my teammates and colleagues, recognizing their contribution, and working to create a strong team from within, by simply talking to them and figuring out how I could help, how I could contribute to solving the problems at hand and to enable people in achieving their full potential and also developing myself as well. To me, the most important thing is engaging, enabling, and supporting people. As we all know one cannot grow and thrive alone. What was the inspiration that prompted you to venture into the healthcare niche? Well, I am inspired by my father who is also a healthcare professional (health officer). He is a hard worker, and is beloved by all the patients he treats. I like the fact that he helps out his patients from the bottom of his heart and I aspire to be like him to help out those in pain and in need of health which is their right. I feel like this is my calling in life. Being a General Practitioner at Sheno Primary Hospital, how do you envision growing your network operations into the healthcare niche? By simply carrying out more duties to be able to help others learning through my career, meeting more inspirational persons, and sharing their experiences. Also by copping with the advanced current medical technology through continuous professional and personal development, and being flexible in accepting and working with current trends. From initiating your career as a medical intern, what were the challenges you faced, and could you enlist us the professional hacks that helped you become the grand success that you are today? Well, most of my clients are from rural areas and the knowledge gap between the health professionals and the communities is noticeable and I think this is the major challenge. The best way I found is to hear them see their problems through their own eyes; in doing so we can figure out what www.insightscare.com Octorber | 2022 36
  35. 35. the gaps are and how to fix them by educating them and learning from them and sustaining it by involving them in the decisions they clearly profit from. Can you please share with us your initial professional experiences and what were the learnings that made you ramp up your growth curve? Well, I started my medical career from my medical internship at university of Gondar after finishing my medical school there. And as I remember it, it was a tough year during which I learned so much from my instructors, colleagues, patients, or by engaging in different activities which were challenging each time. The best thing I have learnt in my internship year is patience which helped me a lot in my life after graduating. And then after I have been growing each day ever since. As a successful leader in the healthcare niche, what is your opinion on integrating technological advancements into the healthcare niche? I am all for technological advancements and integrating it to the healthcare niche. It will safeguard patient safety through easy access to patient medical records, reduction in medical errors, greater patient care, improved patient education, and in reduction of cost. Please give us your valuable input about the future of the healthcare niche for the budding enthusiast aspiring to venture into the medical niche. Well, I believe though we are doing what we can in treating the clients, we really need to work and improve on our preventive primary health care services. Seeing our current situations like that of increase in highly transmittable diseases like covid 19 pandemic, increase in non-communicable disease like cancer and diabetes, it will be a burden in the health care facility. So, working on preventing will help us improve on our health status. www.insightscare.com Octorber | 2022 38
  36. 36. “A patient at the hospital reaches out to the drug store, looking for a cure for his aching body. However, s/he ends up receiving the wrong drug. Perhaps it was due to a mistake of not identifying the right package.” his story sounds familiar and has been heard in Tmany stories across media houses and the medical fraternity. Right? If yes, it is important to know the recent trend experienced by patients. Patients in recent times have grown vulnerable to failure with the rising complexity of healthcare systems. Despite the existing facilities, there is a lack of communication and involvement in patients’ care. Hence, in an era of rising misunderstandings, Gruppo San Donato (GSD) is a leading healthcare system that has managed to stand out from the competition. Located in Italy, a place that lacks nothing with regard to care, GSD is one step further. It not only offers diagnosis and treatment but is also considerate of patients’ overall well-being. “It is essential to treat pathology while aiming for patients’ well-being. What’s important to the patient’s eyes is what we truly perceive,” says the GSD team. We crossed paths with Francesco Galli, the CEO and President of the GSD Strategy & Operations Committee, to dive into the operations that ensure the longevity of GSD’s leading position in the healthcare sector. Below are the highlights of the interview. Please brief us about your hospital and its inception story. Founded in 1957, Gruppo San Donato (GSD) is the largest hospital group in Italy and one of the most important in Europe. With its 56 facilities and more than 7,000 medical specialists, Gruppo San Donato treats around 4 million patients a year. It includes three of the country’s most important research institutes: San Raffaele Hospital (Molecular Medicine), San Donato Hospital (Cardiovascu- lar Diseases), and Galeazzi Hospital (Orthopaedic Dis- eases). What are the key services provided at your hospital, and how is it impacting the demographic concerned? With about 14,500,000 annual procedures and 3,239 scientific publications in 2021, GSD is a multi-specialty group with some of the greatest specialties recognized worldwide for their clinical and scientific research. In the field of Oncology and Hematology, each year at San Raffaele Hospital, the largest hospital in the group, there are about 9,000 hospitalizations for causes related to cancer (about 17.2% of total hospitalizations) and 6,000 oncological surgeries (30% of the total). The hospital is also the Italian reference point for bone marrow transplantation. With regards to the Cardiovascular area, the group is an internationally renowned reference center for minimally A Holistic View of Patient’s Well-being www.insightscare.com Octorber | 2022 40 10 Best Performing Hospitals of 2022
  37. 37. Another piece of advice I would give is not to be afraid of making an effort and not to be discouraged by failures, but to always believe in them. Failures must be analyzed in order to understand the positive points in order to restart from there. Francesco Galli CEO and GSD Strategy & Opera ons Commi ee’s President Gruppo San Donato - GSD www.insightscare.com Octorber | 2022 41
  38. 38. invasive surgical treatment of heart disease, with 34% of cardiac surgery admissions in Lombardy. It also counts as a highly specialized center of excellence for the surgical treatment of the most important vascular pathologies. Another point of excellence is Orthopedics treatments. The center has the largest number of orthopedic admissions in Lombardy. With its 12,545 hip and knee prosthesis operations per year and 3,693 spine operations per year (2017), it is a reference center for locomotor system diseases. In the specialty of Ophthalmology, the Ophthal- mology Center is recognized by the International Council of Ophthalmology as a clinical and diagnostic reference structure. High experience and specialization feature bariatric surgery activity, for which the Group Reference Center in Italy for the diagnosis and multidisciplinary treatment of obesity. In the urologic area, the group represents an internationally recognized center for the treatment of prostatic hypertrophy, sexual dysfunction, and male reproduction. Particular attention is reserved for Reproductive Medicine (Fertility Center), with a reference center in Europe that uses innovative techniques in medically assisted procre- ation. Last but not least, the San Raffaele Hospital is a center of clinical and research excellence in the fields of Neuroscience and Neurorehabilitation, neurosurgery, neurology, and neurological rehabilitation. Research particularly focuses on neurodegenerative diseases, neuromuscular diseases, and cerebrovascular diseases. According to Bloomberg indexes (2019), Italy is recognized as the second healthiest country in the world, with the fourth most efficient healthcare system globally. What are the core values of your organization? What is its mission and vision statement? The main value of GSD, strongly inscribed in its DNA, is humanity. GSD conducts its activities focusing on the well- being of the individual. All care pathways have been thought upon, considering everyone as a complex entity made up of feelings, personal experiences, and cultural heritage. The group pays close attention to current issues to be a major player in building tomorrow’s healthcare. Therefore, the values of Innovation and Sustainability are at the forefront of its mission and vision. GSD wants to create excellent healthcare with great accessibility for everyone. It wants to enable everyone to have access to care using technology at the service of this goal. GSD wants to contribute to a healthier and more sustainable world. Could you elaborate on what makes your hospital unique that attracts such a large customer base? The uniqueness of the GSD is due to two main points of excellence. www.insightscare.com Octorber | 2022 42
  39. 39. First of all, each high clinical specialty is continuously developed and optimized by clinical and scientific research that enables a high level of care, making even the most innovative treatments accessible to the patient. Besides, each complex care pathway is structured in a multidisciplinary way. People affected by multifactorial diseases have many things in common, and their treatment requires dedication, professionalism, innovation, and humanity. “The approach to these diseases is successful when all the professionals involved act in a coordinated way, without losing sight of the uniqueness of the individual.” A complex care pathway is organized by a patient manager who supports the patient throughout his or her treatment. In addition to the specialist doctor and his team, the treatment path also includes a nutritionist, a psychologist, and a physiotherapist. The designed pathways are oriented towards a holistic view of the patient. How are you incorporating emerging technology solutions to enhance infrastructural qualities as well as the hospital’s offering to chart its growth upwards? GSD is using new technologies to improve the service of medicine on the one hand and care for patients on the other hand. Smart Hospitals are the model that GSD aims for, where the adoption of tools and technologies (Artificial Intelligence, Machine Learning, Telemedicine, Wearables, and other related) will revolutionize hospital concepts and care pathways. The GSD ICT Department has delivered three infrastructure projects whose role is fundamental. Ÿ The first one is creating an interconnection system capable of connecting our 60+ locations with redun- dancy of physical routes to guarantee maximum resilience and continuity in data transmission in order to consolidate over a unique network infrastructure. “Smart Life,” wide processes, wide solutions, compe- tence center merging, converging infrastructures, interoperability paradigms, and taking care of people’s health are our crucial goals. Ÿ The second infrastructure project concerns the realiza- tion of a new infrastructure architecture with infrastructural business continuity features, geographi- cally distributed over two production data centres and a third “data protection site,” implementing disaster recovery practices, supporting the required workloads, storing large amounts of data and delivering high value- added services. Ÿ Furthermore, complete coverage of all hospital facilities with a Wi-Fi connection and Bluetooth Beacon devices is available to enable the mobile usage of clinical applications and provide services such as asset tracking, indoor/outdoor navigation, wayfinding, and other related. On the high-tech front in medicine, GSD represents excellence in the use of robotic surgery, nuclear medicine, radiotherapy, and diagnostic imaging. GSD also developed its own telemedicine service in order to allow its patients to interface with doctors even during the pandemic. As an experienced leader, what advice would you like to give aspiring entrepreneurs and enthusiasts who wish to venture into such competitive industry that you are serving? As I always tell my closest collaborators, to do the job, you must first have a great passion and a lot of curiosity. Never get tired of asking questions, of looking for innovative solutions, even putting yourself in the patients’ shoes and learning to look at things as a whole without ever losing sight of the attention to detail. Healthcare is a complex world that requires a lot of patience and determination. The dynamics are often many and varied, and experience teaches the right balance. Churchill said that, beyond successes and failures, it is the courage to move forward that counts! www.insightscare.com Octorber | 2022 43