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Sustainability in the Healthcare Sector. Dr. Sherif Tehemar BDS/DDS, MS, PhD, FACOMS, CSSGB Consultant/CSRC Chairman. Contents. Presentation Outline. CSR: The definition. CSR: The Benefits. CSR in Healthcare: Why & How?. Case Study: DSFH. Impact & Outcome. CSR: The Background. - PowerPoint PPT Presentation
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Dr. Sherif Tehemar
SUSTAINABILITY IN THE HEALTHCARE SECTOR
Dr. Sherif TehemarBDS/DDS, MS, PhD, FACOMS, CSSGB
Consultant/CSRC Chairman
CSR: The Benefits
CSR in Healthcare: Why & How?
Case Study: DSFH
Impact & Outcome
Presentation Outline
CSR: The definition
CONTENTS
Dr. Sherif Tehemar
CSR: THE BACKGROUND
Reaction to irresponsible activities Function of Executives Social Consciousness Conventional Wisdom
Increase awareness about environmental issue Economic Crisis Global concerns about social issues Human Rights
WBCSD
“Corporate Social Responsibility is the continuing commitment by business to behave ethically and contribute to economic development while improving the quality of life of the workforce and their families as well as of the local community and society at large"
Dr. Sherif Tehemar
EnvironmentWorkplace
MarketplaceCommunity
CSR
Dr. Sherif Tehemar
WHY CSR?
Reducing Cost (More efficient resource)
Reducing Waste & Go Green
Operational Efficiency Streamline information
(transparency) Risk Management
1. Stronger Financial Performance and Profitability
Dr. Sherif Tehemar
WHY CSR?
2. Enhanced Employee Relations, Productivity and Innovation
Employee Relations Productivity Innovation
1 2 3
Dr. Sherif Tehemar
WHY CSR?
3. Stronger Relations Within Communities Through Stakeholder Engagement
Dr. Sherif Tehemar
WHY CSR?
4. Promote Branding & Differentiation
Dr. Sherif Tehemar
WHY CSR?
5. Crisis Management Tool
Dr. Sherif Tehemar
WHY CSR?
6. Awards & Recognitions
Dr. Sherif Tehemar
UAE-2012: WHY CSR?
The driving forces are Preserving the environment. Better image and reputation, Developing and sustaining
better relationships with the government,
Increases productivity and contributes to employee loyalty.
Dubai Chamber of Commerce and Industry (Dubai Chamber) funded by the Emirates Foundation for Philanthropy (2012)
HCS: THE CHALLENGES
Strict compliance with laws and regulations, Intense labour shortages in qualified medical and
nursing staff, Increased and costly technological advancements, Implementation of international quality standards
Dr. Sherif Tehemar
CSR IN HCS: WHY?
Reputation Management
Dr. Sherif Tehemar
CSR IN HCS: WHY?
More Efficient use of resources
Dr. Sherif Tehemar
CSR IN HCS: WHY?
Enhanced patient loyalty
Dr. Sherif Tehemar
CSR IN HCS: WHY?
Increased Ability to Attract and Retain Quality Employees
Dr. Sherif Tehemar
CSR IN HCS: WHY?
Responsible Competiveness
Dr. Sherif Tehemar
CSR IN HCS: WHY?
Attracting Investors and Business partners
Dr. Sherif Tehemar
CSR IN HCS: WHY?
Improved Bottom Line
Dr. Sherif Tehemar
HEALTHCARE ISSUES (CSR STRENGTH)
Multi-stakeholder Involvement Patient Rights Quality and Safety Confidentiality of Information Patient Complaint Mechanism Infection Control Measures Waste Management Occupational Health and Safety Accessibility and Affordability Education Community Engagement Care for the Uninsured RSCM Disaster Preparedness
Dr. Sherif Tehemar
Healthcare Service Reform?
CSR IN HCS: HOW?
Essential Requirements for a Successful CSR in the Healthcare Service Sector
Commitment of the Leadership
Existence of cultural of transparency
Presence of an organization strategy with clear CSR objectives and goals
Presence of CSR department or CSR committee with clear responsibilities
Presence of Solid Organizational Structure Hierarchy and committees reporting framework
Clear understanding of community’s culture
Proper identification and mapping of the stakeholders with focus on the sector’s interest that they represent
Presence of an active Total Quality Management Department
Well-established data management process
Proper differentiation between the Public Relations activities and that of CSR
Dr. Sherif Tehemar
CSR IN ACTION
Dr. Sherif Tehemar
Leadership Commitment CSR Team/Committee/Department CSR Training Clear Definition/Guidelines Gap Analysis/Stakeholders Mapping CSR Strategy with SMART Goals (KPI) The Flow of Information/Data Implementation Communication & Awareness CSR Report/Verification
Dr. Sherif Tehemar
CASE STUDY: DSFH
ABOUT DSFH (OVERVIEW)
Dr. Sherif Tehemar
Established in 1978 in Jeddah, KSATertiary referral hospital with 500 bedsAccreditation: JCI (3 times), ACHSI (2 times)ISO 14001, OHSAS 18001, HACCP/ISO 90013000 employeesVisited by 700,000 patients per year
ABOUT DSFH (CSR JOURNEY)
Dr. Sherif Tehemar
3 CSR reports (2008/C, 2010/B+, 2011/A+)The only hospital acknowledged 3 times by SAGIA based on CSR performance SARCI (3rd Prize of King Khaled Award twice 2011, 2012)Arab Health Award “Outstanding Achievement of an individual” 2012 for the director general of DSFH, Dr. Mazen Fakeeh based on his CSR commitmentWorld Business Leader Award for DSFH (BIZZ 2012)Organizational Stakeholder with the GRI and UNGC
CSR JOURNEY@DSFH
Dr. Sherif Tehemar
2008The StartSH MappingReport
2010Four PillarsGoals & ObjectivesCSR InitiativesReport
2012CommunicationSupply ChainFuture Action
2009Strategy
2011StrategyData ManagementReport
STAKEHOLDERS: COMMUNITY ADVISORY COMMITTEE (CAC)
Dr. Sherif Tehemar
DSFH
Media
Employees
Suppliers
Competitors
Patients
Community
Charity Org/NGO
Policy Makers
Investors
Gov. Bodies
CAC
Dr. Sherif Tehemar
PATIENTS
CUSTOMER COMMITMENT
Dr. Sherif Tehemar
Satisfaction Survey H Connect Quality Accreditation Customer Service Online Booking SMS Reminder Sign Language
Dr. Sherif Tehemar
ENVIRONMENT
ENVIRONMENT COMMITMENT
Dr. Sherif Tehemar
ISO 14001 OHSAS 18001 Waste Management System GO Green Campaign Air Quality Study Solar System Water Recycle RDU Water/Energy Conservation
ENVIRONMENTAL INITIATIVES
Dr. Sherif Tehemar
Go Green ISO & OHSAS Training Environmental Education
Year 2008 2009 2010 2011Stationery 2,039,454 461,468 324,862 107,590% Change - 77% 29% 66%
Dr. Sherif Tehemar
WORKPLACE & WORKFORCE
PERFORMANCE MANAGEMENT
Dr. Sherif Tehemar
CSR included in the JD of Directors CSR performance included in the Leaders evaluation Awards
TRAINING & CAREER DEVELOPMENT
Dr. Sherif Tehemar
On Job Training Nurse Education Program Career Path Online Digital Library Life Support Training Center Education Department
BENEFITS
Dr. Sherif Tehemar
Free Life Insurance Free Health Insurance Housing & Transportation C. ( 30 million SR) Continuous Revision & Upgrade Salary Scale Parental Leave Paid Study Leave
49%51%
Economic Value DistributedBenefits Others
Dr. Sherif Tehemar
INTERNAL AWARENESS
CSR included in the orientation programCSR booth for education 3 days/yearCSR booklet (digital/printed)CSR education materials on the websiteCSR education email (intranet)CSR quizCSR included in the monthly departmental meeting
Dr. Sherif Tehemar
COMMUNITY
COMMUNITY AWARENESS
Dr. Sherif Tehemar
Patient Teaching Center in 2006 and restructured under the name of Community Teaching Center in 2009
Health Outreach ProgramsChild Safety CampaignAnti-Obesity CampaignPartnership (Smoking
Cessation Clinic)Smart Medication DisposalHub for Volunteer Programs
Dr. Sherif Tehemar
WEBSITE (CSR SECTION)
Special CSR section- Education Resources- Strategy- Performance Indicators- Reports- Surveys
COMMUNITY AWARENESS
Dr. Sherif Tehemar
The first digital CSR magazinedirected to the community.Distributed through mass emailand digitally.
HEALTHCARE SECTOR AWARENESS
Dr. Sherif Tehemar
The first CSR guide for healthcare service sector worldwideDistributed through mass emailAvailable for download
HEALTHCARE SECTOR AWARENESS
Dr. Sherif Tehemar
Introduce & Sponsor the new Award of the Arab Health: Sustainable Hospital Award
AWARENESS FOR SUPPLIERS
Dr. Sherif Tehemar
Selection based on CSR criteriaCSR Workshop for Suppliers (100 suppliers)Supplier Social Performance QuestionnaireIntroduce Perfect Order Fulfillment Award
IMPACT & OUTCOME
BRAND
Dr. Sherif Tehemar
2008
2009
2010
2011
Brand Audit
2
2
1
1
OVERALL STAFF SATISFACTION
Dr. Sherif Tehemar
45.90%49.90%
55.70% 57.20%
2008 2009 2010 2011
36% Int. Benchmark
EMPLOYEES’ LOYALTY
Dr. Sherif Tehemar
International rate of hospital turnover 17.5 %to 19.4%
DSFH overall turnover in 2011 13%
International nursing turnover 17.1 %to 25.2%
DSFH nursing turnover 2011 13%
2009 2010 201113%
19%
16%
TOTAL PATIENTS VISIT
Dr. Sherif Tehemar
443993 472307
599259641938
2008 2009 2010 2011
Dr. Sherif Tehemar
IT IS TIME
We live by ethics & we grow by knowledge
S. Tehemar
