Our Performance
To support our mission, we track and monitor key performance indicators that reflect how we are doing in areas such as patient safety, care quality, and experience. We share these selected indicators to provide patients and families with a clear understanding of our progress and priorities. By reviewing our performance regularly, we continue to improve the care we deliver every day. Our performance data is updated quarterly to ensure timely, relevant, and transparent reporting.
Hand Hygiene Compliance
Tracks how consistently our staff follow proper hand hygiene practices—an essential step in preventing infections and ensuring patient safety. Our facility follows the World Health Organization’s (WHO) 5 Moments for Hand Hygiene to guide these practices. Hand hygiene compliance in our facility is consistently high. Doctors, nurses, and other healthcare workers regularly meet the target of 95%, helping to maintain a clean and safe environment for every patient. By performing hand hygiene at every key moment of care, our team helps reduce infection risks and ensures a safer, more reassuring experience for you and your family.
Pharmacy Waiting Time
This indicator shows how quickly patients receive their medications in the OPD Pharmacy for Ophthalmology, Urology, and ENT services. The indicator displays percentage of patients who are served within 30 minutes of their arrival at the pharmacy. Timely service helps reduce waiting times, improve convenience, and support smoother visits for patients and families. By reviewing this performance regularly, we continue to make improvements that ensure faster and more efficient experience. Performance remains strong, with ongoing improvements underway in other areas to reduce waiting times and enhance patient experience.
Elective Surgery Cancellation
This indicator shows how often scheduled elective surgeries are cancelled on the day of the procedure. Cancellations can happen for different reasons, such as changes in a patient’s medical condition, incomplete pre-operative requirements, or operational issues. While some cancellations are unavoidable, each one is reviewed carefully to understand the cause and prevent similar situations in the future. By monitoring this closely, our team works to ensure smoother preparation, better communication, and a more reliable surgical experience for patients and families.
Inpatient Overall Satisfaction Score
Nesma’ak Customer Service collects and manages patient experience data in ACC, providing insights through feedback from patients, families, and visitors. This indicator reflects how satisfied our admitted patients are with the care and services they received during their stay, including interactions with doctors and nurses, pain management, and the admission and discharge process. Overall, patients report high levels of satisfaction, showing that we are meeting their needs and delivering a positive hospital experience. We continue to listen to patient feedback to guide ongoing improvements in care.
Outpatient Overall Satisfaction Score
This measure reflects our patients’ overall satisfaction with their outpatient visit, including their experience with surgeons, nurses, and other healthcare staff. It also includes factors such as parking facilities, scheduling appointments, and the speed of registration. Overall, our outpatients report high levels of satisfaction, showing that we are meeting their needs and providing positive hospital experiences. We continue to listen to patient feedback to guide improvements in our care.
We value transparency and accountability. By sharing these key indicators, we strive to keep our patients informed and actively involved in our ongoing commitment to delivering high-quality, person-centered care. This openness helps build trust and ensures that your voice matters as we continuously work to enhance our services, improve outcomes, and provide the safest and most compassionate care possible.
