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GOAL 3: PATIENT EXPERIENCE (PE)

Quality of care and efficient care are two important components in providing value in health care. However, SUL recognizes that it will not be
successful without delivering a superior experience to patients. The entire SUL team knows that our patients determine our success. We must
meet or exceed their expectations.

PE Objective: 80% or higher rate SUL team as “Excellent”

Our patients’ entire experience with us plays an important part of their perception of the value they
are receiving and the quality of their care. SUL rigorously tracks and measures all aspects of the
care experience, from the doctors and physiotherapists, to nurses and reception staff. The rating
scale for each satisfaction item that is measured includes the following range: Excellent, Good,
Average, Poor, and Very Poor.

The goal for 2016 was to have at least 80% of our patients rate SUL as “excellent” on each item
of the 5-point rating scale. The target minimum goal for a Good to Excellent score was 90%+. The
satisfaction tool is managed independently by the Burjeel Hospital Quality department.

Graphs 1 – 4 over the next two pages illustrate that we exceeded our objective by a solid margin.
The vast majority of our patients (99%) rate their experience with the Shoulder and Upper Limb Unit
as good to excellent. Over 85% rate their experience as excellent. Even such a strong score has
room for improvement.

The Shoulder and Upper Limb Unit