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Components of our Program that we believe contribute to satisfied patient include:

1) SUL Patient Coordination:

SUL’s patient coordinator takes care of patients throughout their clinical experience with SUL, from ensuring seamless transition from one
appointment to the next throughout the hospital, to troubleshooting any concerns with surgical care. Our coordinator acts as the patient advocate
and also discusses any remaining questions that the patient has. She is available to patients anytime during clinic hours to address issues. We
also have emergency after hours coverage for post-surgical patients.

The Unit has a discharge call program, managed by our General Practitioner, where patients are called at several intervals post-surgery to ensure
that their post-operative healing is progressing as planned. The first call occurs within 24 hours of surgery and is most often by a doctor.

SUL’s patient coordinator also helps organize referrals to other professional providers or to services around the city or region. With patients’
permission, the coordinator will stay in touch with patients even after they have completed their care.

2) Patient Education:

All of our staff and related departments work closely together to educate patients about their particular issue and their process of care. Patients
have numerous opportunities to ask questions. This is especially important patients before surgery and afterwards, to ensure a smooth process
and prepare patients for an optimal outcome. Education is built throughout the pre-op process, and includes all aspects of care that can enhance or
negatively impact care. For instance, the link between risk factors such as smoking and known post-operative complication rates such as surgical
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site infections are discussed and resources for smoking cessation are offered.

3) Pain Reduction or Elimination:

Visiting an orthopedic practice for a shoulder or upper limb complaint is all about reducing or eliminating pain. The SUL team recognizes that pain
can reduce quality of life, so a main focus of its practice and protocols focus on pain reduction and elimination. This is a key element of the Unit’s
success.

Figure 3 at the back of the Report shows a few patient stories/testimonials. Others are listed on our website: www.shoulder.ae.

13 Cancienne, Jourdan M. et al., “Tobacco use is associated with increased rates of infection and revision surgery after primary superior labrum anterior and posterior repair”, Journal of Shoulder
and Elbow Surgery, Volume 25, Issue 11, 1764 – 1768, June 1, 2016.
The Shoulder and Upper Limb Unit