EFQM “EXCELLENCE” MODEL:
We implemented European Foundation for Quality Management (EFQM) Excellence Model which has 9 criteria in it – Leadership, Strategy, People, Partnerships & Resources, Processes, Products & Services, Customer Results, People Results, Society Results and Business Results. Business Excellence Department of Dubai Economic Development awards the organizations with the “Dubai Quality Award” which has three levels of honors for implementing the EFQM Excellence Model successfully. Zulekha Hospital had begun its journey on implementing the Excellence model as it provides a holistic approach of running the business. We received the Dubai Quality Appreciation Award (DQAP) and Dubai Quality Award (DQA) in the year 2007, 2011 and 2014 respectively. This helped us looking at the organization holistically, measure and improve many of our processes and improve not only the patient’s satisfaction but also all other stakeholders as well.
After each assessment by well trained and immensely experienced DQA assessors, we received their valuable feedback in the form of a report identifying our areas for improvement. This served as a gold mine for us to further improve our systems and processes and provide best care to our patients and run the business more effectively in coordination with various internal and external stakeholders.
In the year 2017, we also received “Sharjah top 10 Businesses Award” for the cycle of 2016. This award is also based on the EFQM Excellence Model given by Sharjah Economic Excellence Network (SEEN) of Sharjah Chamber of Commerce. The assessors conducted a two days rigorous assessment evaluating all the nine criteria of the excellence model and found our processes and systems meeting those requirements, following which we were awarded with the top 10 businesses award. We also received a valuable feedback report from the awards office which has helped us in further polishing our processes and systems.
In the year 2017, we also won “The Mohammed Bin Rashid Al Maktoum Business Excellence Award (MRM)” for 2016 cycle. The Mohammed Bin Rashid Al Maktoum (MRM) Business Award, among the Mohammed Bin Rashid Global Initiatives, was initiated in 2005 under the patronage of H.H. Sheikh Mohammed Bin Rashid Al Maktoum, UAE Vice President, Prime Minister and Ruler of Dubai, to recognize and celebrate the success of organizations that contribute to the sustainable economic development of the UAE and the greater GCC region. The MRM award Model looks at Strategy and Leadership at its core. In addition, it looks at Innovation, Governance, Corporate Social Responsibility (CSR), Customer, Workforce & Talent Management and Operations & Processes and Financial & Marketplace. The organization went through a rigorous assessment by trained and experienced assessors and received valuable feedback from them for continued improvements.
College of American Pathologist (CAP) Accreditation
Zulekha Hospital Dubai laboratory received its first CAP accreditation in the year 2012 , followed by re-accreditation in the year 2014 and 2016. Zulekha Hospital Sharjah has also been awarded with CAP accreditation in the year 2016. The CAP Laboratory Accreditation Program is an internationally recognized program designed for laboratory services and the only one of its kind that utilizes teams of practicing laboratory professionals as inspectors. The College of American Pathologists (CAP's) Laboratory Accreditation Program accredits the entire spectrum of laboratory test disciplines with the most scientifically rigorous customized checklist requirements. Designed to go well beyond regulatory compliance, the program helps laboratories achieve the highest standards of excellence to positively impact patient care.