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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.
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Sustainability in the Healthcare Sector Dr. SherifTehemar BDS/DDS, MS, PhD, FACOMS, CSSGB Consultant/CSRC Chairman Dr. Sherif Tehemar
Contents Presentation Outline CSR: The definition CSR: The Benefits CSR in Healthcare: Why & How? Case Study: DSFH Impact & Outcome Dr. SherifTehemar
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. SherifTehemar
Workplace Environment CSR Community Marketplace Dr. SherifTehemar
Why CSR? Stronger Financial Performance and Profitability • Reducing Cost (More efficient resource) • Reducing Waste & Go Green • Operational Efficiency • Streamline information (transparency) • Risk Management Dr. SherifTehemar
Why CSR? 2. Enhanced Employee Relations, Productivity and Innovation 1 2 3 Employee Relations Productivity Innovation Dr. SherifTehemar
Why CSR? 3. Stronger Relations Within Communities Through Stakeholder Engagement Dr. SherifTehemar
Why CSR? 4. Promote Branding & Differentiation Dr. SherifTehemar
Why CSR? 5. Crisis Management Tool Dr. SherifTehemar
Why CSR? 6. Awards & Recognitions Dr. SherifTehemar
UAE-2012: Why CSR? Dubai Chamber of Commerce and Industry (Dubai Chamber) funded by the Emirates Foundation for Philanthropy (2012) • 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.
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. SherifTehemar
CSR in HCS: Why? Reputation Management Dr. SherifTehemar
CSR in HCS: Why? More Efficient use of resources Dr. SherifTehemar
CSR in HCS: Why? Enhanced patient loyalty Dr. SherifTehemar
CSR in HCS: Why? Increased Ability to Attract and Retain Quality Employees Dr. SherifTehemar
CSR in HCS: Why? Responsible Competiveness Dr. SherifTehemar
CSR in HCS: Why? Attracting Investors and Business partners Dr. SherifTehemar
CSR in HCS: Why? Improved Bottom Line Dr. SherifTehemar
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. SherifTehemar
Healthcare Service Reform? CSR in HCS: How?
CSR in Action Dr. SherifTehemar • 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
Case Study: DSFH Dr. Sherif Tehemar
About DSFH (Overview) Established in 1978 in Jeddah, KSA Tertiary referral hospital with 500 beds Accreditation: JCI (3 times), ACHSI (2 times) ISO 14001, OHSAS 18001, HACCP/ISO 9001 3000 employees Visited by 700,000 patients per year Dr. Sherif Tehemar
About DSFH (CSR Journey) 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. MazenFakeeh based on his CSR commitment World Business Leader Award for DSFH (BIZZ 2012) Organizational Stakeholder with the GRI and UNGC Dr. Sherif Tehemar
CSR Journey@DSFH 2012 Communication Supply Chain Future Action 2008 The Start SH Mapping Report 2009 Strategy 2010 Four Pillars Goals & Objectives CSR Initiatives Report 2011 Strategy Data Management Report Dr. Sherif Tehemar
Stakeholders: Community Advisory Committee (CAC) CAC Dr. Sherif Tehemar
PATIENTs Dr. Sherif Tehemar
Customer Commitment • Satisfaction Survey • H Connect • Quality Accreditation • Customer Service • Online Booking • SMS Reminder • Sign Language Dr. Sherif Tehemar
Environment Dr. Sherif Tehemar
Environment Commitment • ISO 14001 • OHSAS 18001 • Waste Management System • GO Green Campaign • Air Quality Study • Solar System • Water Recycle RDU • Water/Energy Conservation Dr. Sherif Tehemar
Environmental Initiatives • Go Green • ISO & OHSAS Training • Environmental Education Dr. Sherif Tehemar
Workplace & Workforce Dr. Sherif Tehemar
Performance Management • CSR included in the JD of • Directors • CSR performance included in • the Leaders evaluation • Awards Dr. Sherif Tehemar
Training & Career Development • On Job Training • Nurse Education Program • Career Path • Online Digital Library • Life Support Training Center • Education Department Dr. Sherif Tehemar
Benefits • Free Life Insurance • Free Health Insurance • Housing & Transportation C. ( 30 million SR) • Continuous Revision & Upgrade Salary Scale • Parental Leave • Paid Study Leave Dr. Sherif Tehemar
Internal Awareness CSR included in the orientation program CSR booth for education 3 days/year CSR booklet (digital/printed) CSR education materials on the website CSR education email (intranet) CSR quiz CSR included in the monthly departmental meeting Dr. Sherif Tehemar
Community Dr. Sherif Tehemar
Community Awareness Patient Teaching Center in 2006 and restructured under the name of Community Teaching Center in 2009 Health Outreach Programs Child Safety Campaign Anti-Obesity Campaign Partnership (Smoking Cessation Clinic) Smart Medication Disposal Hub for Volunteer Programs Dr. Sherif Tehemar
Website (CSR section) • Special CSR section • Education Resources • Strategy • Performance Indicators • Reports • Surveys Dr. Sherif Tehemar
Community Awareness The first digital CSR magazine directed to the community. Distributed through mass email and digitally. Dr. Sherif Tehemar
Healthcare Sector Awareness The first CSR guide for healthcare service sector worldwide Distributed through mass email Available for download Dr. Sherif Tehemar
Healthcare Sector Awareness Introduce & Sponsor the new Award of the Arab Health: Sustainable Hospital Award Dr. Sherif Tehemar
Awareness for Suppliers Selection based on CSR criteria CSR Workshop for Suppliers (100 suppliers) Supplier Social Performance Questionnaire Introduce Perfect Order Fulfillment Award Dr. Sherif Tehemar