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FCD insight

ISSUE NO#2 DECEMBER 2016

For a Healthier Future

LAUNCH OF HIS

FCD RELAUNCHES NICU

LIVING OUR VALUES

HAPPENINGS IN THE WORLD OF FORTIS CLINIQUE DARNÉ

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FCD Values

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• FCD Values

• From the COO Desk

• Visit of Mr. Sukhmeet Singh Sandhu - Group Head-International Operations & Strategic Alliances

What’s New • Clinical excellence

• Tv campaigns

• Fortis Clinique Darné relaunches Specialised Neonatal Intensive Care Unit

• Electronic ticketing for Laboratory and Pharmacy

• Deluxe rooms at FCD

• À La Carte menu cards

• Safety first

• Newly renovated space in Pharmacy

• Training

• Launch of HIS

• Living our Values

• Photo safari

• Nursing connect

• New empanelment

Happennings in the world of FCD• Doctor connect

• Medical Post at Shangri-La’s Le Touessrok Resort and Spa

• Visit of Chief Nursing Officer Fortis PAN-INDIA

• World Rugby R10s medical coverage

• Blood Donors’ Association

• India - Mauritius Global Partnership Forum 2016

In the limelight• LED billboard

• Patient information leaflets

• Patient appreciation

• Internal branding - Blurbs

• Informing and involving patients

• Sparkle project

• Patients’ voice

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IN THIS ISSUE

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From the COO Desk

It gives me great pleasure to connect with you through the second edition of FCD Insight.

With the festive season round the corner, it is time for us to commence the celebrations with zeal, satisfaction and euphoria for another successful year at Fortis Clinique Darné (FCD). Our team has worked relentlessly, and the results are visible in higher patient satisfaction index, better IT systems, streamlining of various reports and patient data, higher occupancy, improved efficiencies and better turnover.

The challenge that all of us are facing today is - availability of beds. We need to influence it by reducing the average length of stay, stricter adherence to International admission protocols, better planning and efficient discharges. We placed Estimated Date Of Discharge (EDOD) posters in all rooms to facilitate planned discharges, these are tried and tested in Fortis systems and we as a team should commit ourselves to improved usage of all such tools. If you don’t already know about these, please ask the floor co-ordinators who are always happy to help!

Our Hospital Information System (HIS), is helping us transform work processes and reports across the Hospital. The team on ground struggled when this system was launched, it was hated, then accommodated, then accepted and now being used like a pro! When it was launched we did not keep a plan B – intentionally, our only choice was to make the Plan A work and it did!

Fortis has been supporting us in all our new initiatives, be it Infection Control, HIS launch, Strategy or Expansion plan. Not only in Mauritius, CIEL and Fortis are working very closely in Africa. This partnership headed to a series of acquisitions in Africa mainly in the west and east of the continent and there is more to come. Through strategic partnerships, we are looking at transforming the businesses and creating long term value similarly to what was done in Mauritius since 2009 when Fortis brought in its expertise in terms of management.

Moving to the look and feel of the Hospital, you would have noticed the new look of our Café, Waiting Areas, Deluxe rooms and Physiotherapy Department. If you have been too busy working then it might be a good idea to visit one of the waiting areas and look at our patient attendants playing Board Games. The idea is to offer constructive distractions to the real carers – the attendants. Again one of the key Fortis principals.

Good News: The waiting areas are Wifi enabled now! This was a long pending demand from all our patients. We still do not believe in making the whole hospital wifi zone as we don’t want our patients to get stressed checking work emails! This might surprise you, but a lot of patients have thanked us for not having Wifi. Guess it helps people talk to each other.

Last but not the least, we will be increasing our bed strength at Fortis Clinique Darné - either through acquisition or expansion. I should be in a position to share the news with you before the next Newsletter is rolled out.

Happy festivals!

Unnati Negi

Chief Operating Officer

Visit of Mr. Sukhmeet Singh Sandhu - Group Head-International Operations & Strategic Alliances

The month of September was graced by the visit of Mr. Sukhmeet Singh Sandhu (Group Head-International Operations & Strategic Alliances) who assisted our Medical Team in the Sparkle initiative. The sparkle initiative is to sustain a clean, healthy environment for all our patient, visitors and staff.

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Suivez le Guide! - A program to create awareness on the services offered by FCD. The program was launched in February 2016 and it is broadcasted on MBC3 at 20 30 and rebroadcasted on MBC Sat at 21 00. In addition, the video can be accessed on spintv.mu; Youtube, SpinTvLive and also on Facebook page of SpinTv/Fortis Clinique Darné.

The programs below have had a great response so far.

Endoprosthesis - Dr Veerapen

A complex intervention - abdominal aorta surgery (Endoprosthesis) was carried out for the first time in Mauritius by Dr. Reuben Veerapen, Thoracic and Vascular Surgeon and Thoracic & Vascular Team at Fortis Clinique Darné. Previously, for this particular case, a classic heavy surgery would be carried out where the patient would

be prone to post-surgery complications as well as extensive days of hospitalization. With the introduction of this innovative treatment for the aortic aneurysms, the surgery lasted only 1 hour 40 minutes and the patient was discharged only 2 days post-surgery thus, minimizing the risk of infections and post-operative complications.

Delivery in car - Dr Ramdhursingh

A scenario worthy of an episode of ER or Grey’s Anatomy! A lady gave birth in car traveling at high speed in Lallmatie on 17th June 2016. She was assisted by her gynecologist – Dr Praveen Ramdaursingh over the phone for the delivery. The mother and baby were brought to Fortis Clinique Darné, Floréal and both were

taken care of by the Medical Team. Mother and baby are both in good health.

Soave’s trans-anal pull-through - Dr Kevin Teerovengadum

A 3 weeks old baby boy from Comoros Island with a severe constipation was diagnosed of Hirschsprung’s disease. Previously, the baby would have had undergone a 3 stage surgical repair: 1) a defunctioning colostomy 2) a recto-sigmoidectomy and colo-anal anastomosis and 3) a reversal of the colostomy. At FCD, the baby was

operated in 1 stage called Soave’s trans-anal pull-through which is an innovative surgical technique that was carried out for the first time in Mauritius. The input of Dr Subir, anesthesiologist, Dr Jagatsingh, pediatrician and the nursing teams from NICU and OT helped to make this challenging surgery successful. The post-operative period was uneventful, the baby was allowed home only 5 days after surgery.

Dr Veerapen - Aortic Aneurysm

Two patients have undergone endovascular surgery at the clinic for aortic aneurysm – another first in Mauritius. Both patients were managed by the Vascular Surgery Team and Dr Veerapen. The interventions lasted between 2 and 3 hours depending on the size and condition of the aneurysm. Requiring careful planning, with tailor-made

prosthesis, this minimally invasive surgery took place at the cath lab of the clinic and the patients are being followed up by our local team.

Clinical excellence

Tv campaigns

What’s New

Nose out parking signage

Backing-up - Our corporate safety culture

A company’s culture can show itself in unique ways. At FCD you will get a glimpse of our culture out in the parking lot. Safe driving and safety in particular, is a part of our culture. Safety is honored, encouraged, trained, and ingrained in many different ways.

The saying: “back first so you don’t back last” means that it’s safer to back into the controlled environment of an empty parking space than it is to back out into the less controlled environment of a parking lot. For a safety program to succeed, it has to be lived, has to become a habit, just part of who we are. Every nose out car in our parking lot is a reminder of that.

• February • March • April• May• June• July• August• • • September• October• • November

Le CancerL’UrologieLa ColostomieLa CardiologieER/Critical CareLes BruluresLe Laboratoire et la Radiologie

La Chirurgie Vasculaire et ThoracicLa prévention primaire et secondaire pour les maladies cardiovasculairesEndocrinologie et Diabétologie

Dr Faisal AbbasakoorDr Balbir VermaDr Faisal AbbasakoorDr Satar BhoyrooDr Subir DasDr Gérard CrepetMrs Tina Sharma Dr Shabbir Ghanty/ Dr Hassenjee Joomye Dr Reuben VeerapenDr Aniff Yearoo

Dr Suleiman Shimjee

Operations

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Featured article

The Nest at Fortis Clinique Darné is

headed by Dr Radhika Jagatsingh-

Beehuspoteea, Neonatologist. The

unique facility focusing on women’s

health and maternity care relaunched

its advanced, level III, Neonatal Intensive

Expert and compassionate

care from delivery until discharge...

Fortis Clinique Darné relaunches specialised Neonatal Intensive Care Unit

Care Unit (NICU). With this relaunch of level III NICU, FCD now gets

access to the specialised care and services of the NICU that has many

first to its credit, like saving the lives of babies at 36 weeks with

pneumothorax, smallest surviving baby at 26 weeks gestation weighing

only 940gms and another baby at 31 weeks gestation weighing only

1kg 200gms. The unit also handled post-operative care of a baby of 5

months with the insertion of ventriculo-peritoneal shunt and a baby of

5 months for Hischsprung’s disease.

Neonatal intensive care units are graded on the basis of services

provided. Our Level I NICU care for healthy full-term babies requiring

photo therapy, Level II NICU offer cares for babies born at greater than

32 weeks gestation and recovering from more serious conditions and

Level III NICU offer advanced care, including assisted ventilation and

Continued Positive Airway Pressure (CPAP) to very sick newborns and

pre-term babies. CPAP uses mild air pressure to keep an airway open in

neonates suffering from respiratory distress.

Our modern and comfortable NICU features advanced

equipment for monitoring sick and/or premature

newborns, providing the full range of neonatal treatment.

The NICU is fully serviced by trained neonatologist, NICU

trained nurses, paediatricians and paediatric surgeon for

long term follow up of premature babies and newborns.

FCD NICU staff are trained in neonatal care. Taking into

consideration infants hypersensitivity to the environment;

dim-lighting, reduced noise levels, special bedding

and skin-to-skin contact between parent and child are

facilitated to help in the growth and development of

babies. Skin-to-skin contact is promoted between child

and parent which allows parents to interact closely with

their babies that helps the healing process.

Our nursing team provides expert and compassionate

care from delivery until discharge, providing parents

with in-depth education on infant care, feeding, health

concerns and home care needs. Nurses follow up after

discharge on the phone or in person to make sure that

everything is going well.

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EmergencyLights

Glow Strips

Another endeavor for FCD! Electronic ticketing for laboratory and pharmacy has been implemented to increase the work efficiency and enhance our customer’s satisfaction. We aim at reducing the waiting time of our clients by making every interaction with FCD easy and fulfilling. This electronic ticketing system works in harmony with our processes to communicate, engage and connect, with everyone at the clinic.

The well-managed and fair waiting environment keeps our clients aware of how long it will take before they are attended to. This clear and honest communication, makes clients more comfortable during their wait and supports a more efficient and productive environment. An enhanced customer experience is perceived. This system gives us the ability to control the delivery, measure the perception and put it all together to work towards the most positive impression on our customers, employees and operations.

Electronic ticketing for Laboratory and Pharmacy

Good nutrition is one of the most important factors in recovering from surgery or illness, so patients at FCD should always have a choice of safe and healthy meals available to them. The month of June saw the introduction of new menu cards for in-patients with a range of different items to choose as per their diet and requirements. In addition to the standard menus on the wards, the A LA CARTE menu has been designed with a clearly-labelled picture menu (food choices are attractive and easily identifiable for everyone) along with easy to tear slips including patient signature as proof of order. New Menus have also been designed according to specific patient requirements.The menus were also designed to identify food types in a very precise way for patients who are not able to eat all types of food safely or who have very adverse reactions when exposed to certain foods i.e. allergy with comments sections.

When you or a loved one are in a hospital environment, the special touch can make all the difference to your mood and healing. To add to the comfort of your stay, 2 Deluxe Rooms have been added. Our Deluxe Room gives you the privacy you desire whilst also being luxuriously comfortable. With all the prerequisite amenities, the Deluxe Room also includes supplementary facilities for your family and friends and is fitted with automatic bed, new flooring, enhanced with new set of furniture, Vanity Kits, Tea/Coffee facilities, an individual Smart television set, WIFI and phone, as well as a couch that can be converted into a bed for a relative/guest attending the patient. Our staff can also arrange for little extras such as daily newspapers, magazines and any special dietary requirement.

Deluxe rooms at FCD

À la Carte menu cards

Preparing for, responding to and recovering from disruptions matters most to us as safety is on the forefront of our agenda. A 24/7 monitored fire alarm system has been implemented throughout the clinic to protect our patients and your staff members. The system ensures that the clinic is constantly under protection and, in the event of a fire, the emergency services are automatically called and despatched. Additionally, emergency lights have been installed in the clinic as well as glow in the dark strips put on staircases in accordance with Occupational Safety and Health Act 2005 (OSHA) to guide any person out of the facility in case of any emergency.

Safety first

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Laboratory training

Training is essential for achieving consistent safe operations in the workplace as well as reducing injuries and illnesses. It is also provided to ensure that our staff understand their responsibility and accountability for a safe and healthful work place. During the implementation process of ISO 15189:2012 Medical laboratories our staff in laboratory was provided with the following training for requirements for Quality and Competence. The laboratory and departments supporting laboratory have undergone the following MQA approved trainings and workshops: ISO Awareness Training based on ISO 15189:2012; Workshop on Corporate Strategic Focus; Workshop on Customer Satisfaction Measurement; Training on Internal Audit based on ISO 19011:2011; Training on Occupational Health and Safety Risk Assessment.

A good housekeeping service. Our asset.

FCD’s Housekeeping Department in collaboration with the Infection Control Committee is responsible for the regular and routine cleaning of all surfaces and maintaining a high level of hygiene at the clinic. Housekeeping Training is a continuing program for staff training. This program stresses on personal hygiene, the importance of frequent and careful washing of hands and cleaning methods (e.g., sequence of rooms, correct use of equipment, dilution of cleaning chemicals and disinfectants and so on). Staff are also provided with basic microbiology courses including the transmission of diseases, as well as understanding the causes of surface contamination and how to limit the cross-transmission of organisms.

Fire drill exercise

A Fire Drill (Partial Evacuation) was conducted for the Administrative block, Duval House, Maintenance, Laundry, Kitchen, Diet, Store, Pharmacy and Laboratory department. The objectives was to familiarise our staff with fire evacuation procedure, exit, assembly point, roll calling and access to Fire Evacuation Procedure. The Fire Drill Exercise was considered as a first step for a better and secured clinic both for our staff and our patients.

Awareness on fire safety

Fire emergency procedures covers the whole clinic. It involves staff located throughout the clinic that may encounter a fire-related incident. Subsequent to the Fire Drill, trainings were provided to our respective staff where Fire Wardens have been appointed in respective departments to carry out the evacuation process in case of any fire outbreak. The awareness training on Fire Safety includes Basic Fire Fighting Techniques and has been conducted by the Safety and Health Officer in collaboration with Mauritius Fire and Rescue Services.

The In-house Maintenance team completed the renovation project of Pharmacy in July 2016. While the footprint of the pharmacy remained the same, the Outpatient Department (OPD) and Inpatient Department (IPD) was reconfigured into two separate desks. This new set-up facilitates operation and reduce waiting time for our staff in charge to collect medication for IPD. The proximity of our dedicated patient counselling room to our pharmacists allows us to better serve our patients. Renovation work included new partitions, shelving units, room finishes (painting), HVAC, plumbing, electrical power and data service, fire alarm and automatic sprinkler systems.

Pictures taken during the Fire Drill

Training

Newly renovated space in Pharmacy

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D - 9

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D - 6

D - 5

D - 4

D - 3

D - 2

D - 1

D - D

Launch of HIS

TRAINING

D- DAY

Project FCD F1 is a transformational step

towards establishing Hospital Information

System (HIS) at FCD. The primary objective is to

implement a strong business decision support

system while unifying, streamlining and

strengthening our core back-end processes.

The project aims to create a standardised

enterprise platform for our departments.

Join us to congratulate all the champions of

FCD F1 Project who have worked hard for

the successful launch of HIS. All of our staff

exemplify the spirit of innovation. They have

positively embraced the change with the

implementation of HIS. It is certain that with

the use of this platform, we will be able to

provide better services to our patient and to

build a Smart FCD Culture.

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INNOVATION

INTEGRITY

TEAMWORK

OWNERSHIP

PATIENT CENTRICITY

PHYSICIAN

SPEECH THERAPIST PHYSICIAN

SPEECH THERAPIST

Nursing connect

A monthly nursing connect program has been initiated to promote an open communication culture to link staff and management to a common goal. This program ensures an ongoing feedback using each other’s expertise and on the ground experience as valued opportunities to achieve our goals. The first Nursing Connect was held in a joyful and relaxing atmosphere at the Maternity, NICU & Pediatric Department. All nursing and non-nursing staff were gathered around a cup of tea to share knowledge and ideas to work towards a better workplace. Employees spend a great deal of their lives at work, and through this connect program they feel that they are part of the success of Fortis Clinique Darné.

Our Values tell us what’s appropriate in different work situations. The idea behind the photo safari activity was to raise the awareness of our people on how they can positively impact our business and boost staff engagement by bringing our values to life.

New empanelment

Our values are the moral fibre of our business. It defines the attitudes and behaviours, set ideal standards and are embraced by our staff at every level in their day to day work. We believe that our five core values are the essence of our identity which makes us a truly unique company. The LOV campaign is an initiative to trigger our staff to reflect on how our values are fully integrated in our daily work activities. A series of activities have been organised by the HR Department namely the teasers on our values, workshops, meetings, posters, wall branding and Photo Safari. The LOV project aims at inspiring our staff who have the willingness to improve and the courage to challenge the status quo. FCD Team comprises of positive, optimistic people who helps make Fortis Clinique Darné an upbeat and a great place to work.

Living our Values

Mrs Farzaana Keenoo ChooneeSpeech Therapist

Dr Wilson Hugh Physician

Photo safari

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Admission process guide - FAQsRoom A - Z guide

Medical Post at Shangri-La’s Le Touessrok Resort and Spa

Branding is more than just our company image. It also includes our customers’

experience and the expectation we set while interacting with them. The

hospital has opened a new Medical Post at Touessrok Resort & Spa. To be in

line with our brand, the Medical Post has been branded with different signage

so that the hotel staff and guests are aware of FCD services provided on site.

Our next step in your care Admission process guide & Room A – Z guide

Whether it starts as an emergency or as a planned admission, a hospital stay is

often very stressful for patients. They often have a series of questions about their

stay with us. With this in mind an Admission Guide has been launched to answer to

some of the most common questions patients might have. It is now being shared

during each admission.

We had the pleasure to host the visit of Mr Michael Moorhead, Chief Nursing Officer Fortis Pan-India.

During his visit Mr Moorhead has been able to assess the level of Nursing Care and

practices in place at the clinic. Part of his visit has been dedicated to intense training

to Ward Supervisors and Senior staff. Mr Moorhead has also met Senior Clinicians

practising at FCD in view of obtaining their feedback on our Nursing Services. His visit

has also been extended to FCDN and CIEL in view of having a bigger picture of FCD’s

network. Mr Moorhead commented on his visit as ‘a first in the row’ which will focus

on developing nursing competencies and future close collaborations, which in turn will

bring FCD towards excellency in Care.

Keeping up to date with medical advances and progress.

With the aim to keep our doctors from different faculties updated about the constant changes in medical practice, a series of Continuing Development Program are held at the clinic on a monthly basis. The doctors’ talks include an introduction on the latest innovation/case and a presentation on the chosen theme or technique. The latest talk, a presentation on “Management and Approach to recent onset of Hematuria” was held on the 06th December, presented by Dr. Balbir Singh Verma (Consultant Urologist) and moderated by Dr. Faisal Abbasakoor (Consultant General & Colorectal Surgeon).

Happennings in the world of FCD

Doctor connect

Visit of Chief Nursing Officer Fortis PAN-INDIA

Awareness talks & community outreach: Bank One/Standard Bank/Rotary/Radio One Trail/Lux Trail

At Fortis Clinique Darné, we acknowledge that we are an integral part of a larger community and are always keen to give something back to society. Awareness Talks are conducted at different corporates e.g. Bank One & Standard Bank to educate people on healthy lifestyle, Cardiovascular diseases and so on. Rotary Ebene and Rotary Vacoas in collaboration with FCD conducted a free Medical Checkup for the community with theme “Be Healthy with Rotary” at Kendra - Saint Pierre, Canma at Quatres-Bornes and Ciel Love Day at Dubreuil.

We have regularly been involved in sponsoring sporting events around the island. The most recent ones include Ferney Trail, Rotary Trail, MESF, CHM, Lux Trail, AMBO, R10S, Radio One Trail and Mauritius Marathon. Fortis Clinique Darné provided its support through nursing assistance, medical supplies and ambulance cover to ensure that first aid and medical assistance were available for all athletes and participants.

Awareness talks & community outreach

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World Rugby R10smedical coverage

The AfrAsia Bank Mauritius Open (ABMO)

LED billboard

In the limelight

Marketing campaign

World Heart Day campaign

On World Heart Day, we wanted everyone to understand that their heart is at the heart of their and in matters of heart, is always good to trust the leader! We provided heart check to encourage people to adopt a healthy lifestyle for a healthy heart!

FCD was the official Medical Partner of ABMO for the major golf event that was held from the 12th to the 15th of May at the Four Seasons Golf Club Mauritius at Anahita. The Four Seasons Golf Club Mauritius at Anahita was designed by Ernie Els, the worldwide known golf player. It was a 72-hole (4 day) stroke play championship with 18 holes played each day. The championship comprised of 126 elite professionals from around the world.

Reputed for its tradition of providing personal and dedicated care, Fortis Clinique Darné the leader in the private healthcare was the Official Medical Partner for World Club Rugby 10s. The largest rugby tournament ever held in Mauritius for World Rugby 10s took place on 18th and 19th June at the Anjalay Stadium. This major event hosted the first rugby team comprising of Mauritians, African players as well as players from the Pacific region.

Implementation of a new LED Billboard on the premises of FCD with wireless controlling system is effective as from September 2016. We are the first private clinic over the island to implement a LED Billboard. There will be various displays of FCD’s services and marketing campaigns that will help customers have an overview of the services offered at the clinic.

Her Excellency Mrs. Ameenah Gurib-Fakim (GCSK, CSK,PhD, DSc) The President of the Republic of Mauritius awarded FCD on Wednesday 13th July 2016 in recognition of its contribution and dedication for the promotion of blood donation.

The first-ever India-Mauritius Global Partnership Summit 2016 was held in Mauritius on July 24-27 at Intercontinental Hotel. It brought together well-known intellectuals, successful businessmen, prospective investors and prominent artists of the Indian and Mauritian community to present and promote partnership opportunities in their respective sectors. The summit aimed to encourage the business community from India to invest in Mauritius and other African countries to boost the health sector in Mauritius specially through negotiations and exchanges with the private sector. During the event, Mrs. Unnati Negi was awarded a trophy for her participation as a key note speaker where she presented that Fortis Healthcare has a lot to offer in terms of health facilities that could bring advanced treatment to the people of Mauritius in the comfort of their own country.

Blood Donors’ Association

India-Mauritius Global Partnership Forum 2016

A new concept was launched by the Marketing Department: “A nu mett enn dialog”. Created in a spirit of information

sharing and awareness, the concept includes public and free talks by our doctors once a

month on different themes. All the editions were positively received by the public and the concept is already very popular. The latest talk, was held on the 18th October, presented by Dr Kevin Teerovengadum (Pediatric & Neonatal Surgeon) on “Votre enfant a besoin de se faire opérer. A quoi s’attendre?”.

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Patient inforamtion leaflets

Don’t compromiseon your safety.

Handlebars are provided for your

convenience.

Don’t compromiseon your hygiene.It takes only

a few seconds to wash hands.

Don’t compromiseon fighting infections. Please use this hand sanitizer.

Don’t compromiseon your safety.

Please ask our staff for wheelchair

assistance.

Internal branding - Blurbs“The truth about…”

Customer experience is one of the main areas that we work towards to achieve clinical excellence. In line to engage our clients and staff, several posters were placed around the hospital to engage and motivate them by making a difference during their visit. The messages displayed around exposes our patients to tips for them to gain the confidence that would reflect in their interaction with our staff and the doctor. The interactions with these blurbs make the bond stronger amongst the employees, patients and visitors developing a feeling of ease and familiarity with the clinic.

Our Patient Information Leaflets (PILs) are designed for you and others involved in your care. All the information comes from up-to-date and carefully checked guidance for everyone. The PILs contain specific information about medical conditions, signs and symptoms, screenings, investigations and so on and they are readily available on the stands near the reception.

Patient apreciation

The month of July was graced by the presence of Honourable Mr. Azali Assoumani – President of Comoros Island who is one of our regular clients and visited us for his preventive health checkup as well as follow up care.

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Sparkle project

Informing and involving patients

FCD introduced the Sparkle Project where champions were nominated to work towards healthier organisation and help promote 5S. The aim of this campaign is to change people’s mindset in ensuring cleaner and safer processes on a long-term basis so as to keep the building and its contents in the best possible condition at all times.

Some photos of Before & After illustrates the change that we can bring if we work together towards one specific goal with passion and determination. Well done Team!

Interim billing – Access your current bills on a daily basis

Effective payment planning can decrease the chances of a negative experience and adequately prepare the person to plan the payment of a loved one’s care. Interim billing is currently being provided for in-patients or their relatives for them to be aware of their current bill amount. This process enables them to clarify any queries that they may have during their stay. This improvement in the billing process positively influences the discharge and payment planning, and the patient or relative can take their time to review them with our staff. Our floor coordinators are the point of contact to request for an interim bill.

Involving patients in their own healthcare decisions

Informing patients is key to the quality of healthcare decisions. Procedures and treatment need to be medically appropriate as much as they must be desired, by the informed patients. Patients are actively engaged in the decision making process and their preferences are sought, and supported while at the same time the patients’ rights are respected to reach decisions along with the medical team. In line of the above, a consent form for high value medication has been implemented so that patients are informed about the cost implications with respect to any surgery or treatment plan. Whatever choices patients make, a core principle of shared decision making is valued and all the risks are shared to ensure a high quality medical care.

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Contact us on Ext 643Suggestions to

improve our FCD Insight.

Patients’ voice

MANY THANKS TO THIS WONDERFUL TEAM.. IT WAS AN EXTRAORDINARY CUSTOMER

EXPERIENCE. MY BABY GIRL IS WELL AGAIN AND I OWE IT ALL TO U

#AWESOMETEAM#YOUGUYSROCK!!

EXCELLEMT SERVICE EN CHAMBRE ET LE PERSONNEL EST TRES AIMABLE ET

PROFESSIONEL

HI TO EVERYBODY..U R DOING A GREAT JOB ...KEEP IT ON...

GOOD CLINIQUE, EXCELLENT SERVICE. THANK YOU

PINK EYE TURNED CORNEAL ULCER! OUCH X 10. FEELING GRATEFUL FOR MY SIBLINGS, FRIENDS, PAINKILLERS, AMAZING AKASH BEEKHARRY, WONDERFUL IN-LAWS

AND DR GAYA. I’M IN GOOD HANDS.

I RECENTLY MADE A SPINE SURGERY AND IT’S BEEN A SUCCESS. I WANT TO THANK THE ICU TEAM THAT WERE ON DUTY ON 26-28 OF JUNE AND THE SURGEONS AND ASSISTANTS. I HAVE BEEN IMPRESSED BY THE LEVEL OF PROFESSIONALISM AND EXPERTISE. AS FAR AS NURSES AND STAFF ARE CONCERNED, THEY ARE A REAL SUNSHINE

SANDRA TANNER RADEGONDE

VIJAY MOTAH

ZOMAHARAVO RAKOARIJAONA

VARSHANARAN

ALEXANDRINE BATOUR

DOUCE VANES

Mr/Mrs Patient Centricity

Mr Ownership

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Nominated for the month of July 2016

Nominated for the month of August 2016

Nursing

MECKLENBURG, BRYAN MICHAEL

SENIOR ASSISTIVE NURSING PERSONNEL – EMERGENCY DEPT.Date Joined: 21/09/2012Years of Service: 4 years

The extraordinary action was:

In the Emergency Room, Bryan went out of his way to calm a child whose bones were broken.

Nursing

DEWKUNKHAN, JAVED KHAN

WARD SUPERVISOR - WARD IIDate Joined: 04/05/2015Years of Service: 1 year

The extraordinary action was:

Javed is a good ward supervisor, who always supports and helps his team when needed. He is very dedicated to his job and has a good team spirit.

Non-Nursing Nomination

SOOBRAMANIEN MOOTOOSAMY, IRANJEENEE

CLERK – FCD NORTHDate Joined: 21/12/2015Years of Service: 9 months

The extraordinary action was:

Iranjeenee always provides full attention towards patients.

Non-Nursing nomination

ARIF, MOHAMMAD TANWEER

SENIOR LABORATORY TECHNICIANDate Joined: 07/11/2007Years of Service: 9 years

The extraordinary action was:

While 3 clerical staff was absent on the same day, Arif took the initiative to prepare copybooks and results and ensured that patients received their results on time.

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THE MEDICAL & SURGICAL CENTRE LTD

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