Further Education and Vocational Training In Medical Care Sector Cairo, 20th January 2010 Conrad Hotel Cairo

1. Hospitality Industry Integrated Services The Egyptian-British Chamber of Commerce Further Education and Vocational Training In Medical Care Sector Cairo, 20th January 2010 Conrad Hotel Cairo

2. Your Partner for Sustainable, Safe and Quality Hospitality Industry Specialized entity of highly qualified expertise, with dynamic approach to business and commitment to serve Hospitality Industry in particular with regard to high quality Integrated Service

3. HIIS Hospitality Quality Concept Expectations Patients HIISIntegrated Services Food Safety HACCP Infection Control Legionella Pneumophilia Control Occupational Health & Safety Environment Sustainability Solid Waste Managemnet Training CIEH Registered Training Center Medical Care Unit Service Quality Mystery Shopper Ongoing Business

4. Hospitality Services Quality … the viewpoints of external & internal customers Staff qualification = how you think patients should be treated, …. two surveys to measure quality, • measure the performance of the internal customer ( staff) … their behavior is part of the product  • measure the external customer satisfaction (patients) Working staff ; the ambassadors of the business

5. Winning Product Market share Competitive advantage Good business image Processes improve INTERNAL CLIENT EXTERNAL CLIENT Qualification Satisfaction Communication Motivation Expectations Faithfulness Consistancy Training BUSINESS

6. Three major critical (HRM)issues in the hospitality industry across the globe: • staff qualifications, training and development, • staff recruitment and selection • job performance • Common perceptions of management practices in the hospitality industry include: • work intensification, • high labor turnover, • lack of training and • poor career prospects, and • Casualties terms and conditions of employment.

7. Hospitality Service Quality Characteristics • Welcome delivered to customers: • Courteous welcoming delivered to patients and Visitors. • The hospital has a "Visitor policy…..comfortable quite environment • Reception / Information / Reservation are of great quality • Professional staff: • Medical Professors and Physicians are: • Competent • Available and attentive • Supply all services that patients need • Nursing staff is: • Professional, Specialized and Well trained. • Hospital Range of Services: • In-patient / out-patient / Accidents & Emergency / Clinical Diagnostic services / Laboratories & Blood bank / Non-clinical support services • Well communicated

8. Quality Assurance "A First Class Service: • Patient – Management Cycle is highly controlled • Clear lines of responsibilities and accountability • Comprehensive program of quality improvement activities • Senior manager ensures systems are in place and monitor effectiveness. • Monthly and annual progress reports to board on quality and non-conformities • Regular quality Audits include all departments, physicians and nurses • Clear polices for managing risks to guaranteecomfort & security of patients. • Procedures are in place toidentify and remedy poor performance. • Hospital guarantee the prevention of adverse effects to patients during stay • cross-infection • delayed recovery due to delayed actions in providing treatment • undue care leading to accidents

9. Compliance with Health & Safety International Standards: • Food Safety • Safe Food delivered to Patients • Cleaning and disinfection • Procedures / schedules • Monitoring • Personal Hygiene of staff / uniform • Pest Control measures • Hospital solid waste / hazardous waste disposal • Cross - Infection Control • Occupational Health & Safety • Unsafe acts • Unsafe working conditions • Permanent Follow Up Of Patient Satisfaction: • Patient Satisfaction Survey • Taking in account all patient's complaints

10. Professional Medical Staff: • Competent: • Have minimum years of experience • Minimum success factors as University degree or Medical Consultant. • KPI (% of successes) of medical professors • Available: • Easy access to professors at all times • list of reachable telephone numbers is available • Follow up on in-house patients is the responsibility of physician on duty. • Provide all support to patients: • Clear reporting lines • Responsibilities are well identified: The medical responsibility of each consultant who is in charge includes his responsibilties of the actions of all his staff including junior physicians & nurses

11. Professional Nursing Staff: • Professional / Specialized / Well trained: • Wards are staffed with professional nurses and support staff throughout the 24 hours period, • Nursing staff is qualified and knowledgeable, can discover patient needs • Responsibilities are well understood • Specialty Units have qualified trained nurses • Senior Staff available at all time for both in-patient and the out-patient section • Qualified nurse is in charge for each shift • Intensive Care unit has nurses with special qualification, having postgraduate intensive care training • Staff evaluation / training needs

12. Staff Training “Our employees are our greatest asset” • Staff will be more efficient • Accidents will be eliminated or at least reduced • Work is made easier, less time for correcting mistakes less supervision • Employee morale and teamwork will improve • Fewer turnover. • Foster client loyalty…. Indirect influence on sales growth

13. HIIS Staff Training Programs • Food Safety Management • Infection Control • Occupational Health & Safety • Legionella Pneamophilia Prevention & Control • Pest Prevention & Control • Environment Management System • Service Quality Management

14. Effective Staff Engagement • Prepare the employee: • create the interest • show him the importance of his job • present the job as a challenge • Present the job: • tell and show • question • Let him learn: • have him try the job • have him do the job again • Put him on his own: • coaching • monitor • reinforce • Job satisfaction

15. Employment and Employee Relations • Objectives and missions • Challenges • Employee development • Trust and integrity • Delegation of authority and responsibility • Decision making • Participation and involvement • Recognize and Reward • Human resources are led, not managed

16. THE STRATEGY OF THE LEADERS IS THE DIFFERENCE IN QUALITY Thank you