As part of our commitment to person-centered care, we believe in fostering transparency and engaging our patients and their families in meaningful ways. To strengthen this partnership, Al Wakra Hospital has worked closely with the Patient and Family Advisory Council (PFAC) to co-design a set of Key Performance Indicators (KPIs). These indicators are aligned across three core domains:
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Clinical Quality – measuring patient safety and outcomes
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Service Excellence – reflecting patient satisfaction and experience
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Operational Efficiency – optimizing access, timeliness, and resource use
Our goal is to keep you informed and engaged by sharing meaningful performance data that highlights how we are doing, and where we are growing. These KPIs serve as both a guide for improvement and a foundation for trust, allowing us to enhance the care experience for every individual who walks through our doors. We invite you to explore the indicators and be part of the ongoing journey toward excellence in person-centered care at Al Wakra Hospital.
Efficiency KPI: Average Waiting Time Across Emergency Departments (Adult, Pediatric, Obstetrics & Gynecology)
Indicator Name:
Average Waiting Time From Patient Registration to Physician Assessment in Emergency Departments
This KPI tracks the average time (in minutes) it takes for patients to be seen by a physician after registration at the Emergency Department. It applies to the Adult, Pediatric, and Obstetrics & Gynecology ED at Al Wakra Hospital.
Rationale:
In emergency care, time is a critical factor that can significantly impact patient outcomes. This KPI helps evaluate the efficiency of care delivery by measuring how quickly patients receive medical attention after registration.
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Efficiency in healthcare means delivering high-quality care in the least amount of time, with minimal waste of resources and maximum effectiveness.
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Outcomes refer to the impact of treatment on a patient’s health, including recovery, improvement, and overall well-being.
By monitoring average waiting times, we aim to reduce unnecessary delays, improve patient flow, and enhance the overall emergency care experience.
Explanation:
Al Wakra Hospital ED use the
Canadian Triage and Acuity Scale (CTAS) to assess and prioritize patients based on the urgency of their clinical condition. Each patient is assigned a priority level:
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P1 – Most urgent
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P2–P5 – Gradually less urgent
Waiting times are directly influenced by the triage priority level. Those in higher urgency categories (P1–P2) are prioritized and seen more quickly. It's important to note that waiting times may vary depending on the time of day and patient volumes, especially during peak or rush hours.
Pediatric Emergency Department – Average Waiting Time
The Pediatric Emergency Department at Al Wakra Hospital provides emergency medical care for children aged 0–14 years, excluding trauma and burn cases.
Using the CTAS triage system, patients are classified into priority levels, with Priority 1, 2, and 3 patients receiving prompt medical attention. The goal is to minimize the average waiting time from registration to the initial physician assessment and ensure timely care for children with urgent medical needs.
Adult Emergency Department – Average Waiting Time
The Adult Emergency Department at Al Wakra Hospital provides critical care for acute medical and surgical emergencies, including multi-system trauma.
Upon arrival, patients are assessed and triaged using the CTAS, which categorizes cases based on urgency. Patients classified as Priority 1, 2, or 3 are prioritized to be seen as quickly as possible by a physician.
This KPI captures the average time from patient registration to the initial physician assessment, aiming to monitor and improve response times for urgent adult cases. Minimizing this time is essential for achieving optimal clinical outcomes, especially in life-threatening or time-sensitive conditions.
Obstetrics & Gynecology Emergency Department – Average Waiting Time
The Obstetrics & Gynecology Emergency Department at Al Wakra Hospital offers 24/7 acute and emergency care for female patients with obstetric or gynecologic emergencies.
Patients are triaged using CTAS, adapted to the specific needs of women’s health. This ensures that those categorized as Priority 1, 2, and 3 receive timely care by being prioritized for immediate physician assessment.
This performance indicator monitors the average time between registration and when a physician first attends to the patient, helping us improve emergency responsiveness and ensure safe, person-centered care for women at all stages of life.
Click here for 5 level Triage&Acuity Scale
Clinical Quality KPI: Percentage Compliance with Medication Reconciliation Upon Admission
Indicator Name:
Compliance Rate of Physicians in Conducting Medication Reconciliation Upon Patient Admission
This KPI measures the percentage of physicians who perform medication reconciliation when a patient is admitted to an inpatient unit or ward.
What is Medication Reconciliation?
Medication reconciliation is the systematic process of reviewing and updating a patient’s complete medication list, including prescriptions, over-the-counter drugs, and herbal supplements, during transitions of care (e.g., hospital admission). This critical step helps detect and resolve any discrepancies, ensuring medication accuracy and patient safety.
Why It Matters:
Performing medication reconciliation at admission is essential to:
- Prevent medication errors, such as duplications, omissions, or harmful interactions
- Enhance patient safety and treatment accuracy
- Ensure smooth transitions between home, hospital, and other care settings
- Support safer decision-making in prescribing new medications
By ensuring that patients receive the correct medications from the start, we enhance the safety, effectiveness, and continuity of care, especially during transitions of care, when patients move between healthcare settings (e.g., from home to hospital or hospital to rehabilitation).
How It Works:
Physicians at Al Wakra Hospital are expected to:
- Review and confirm the patient’s current home medications
- Reconcile the list with new medications ordered upon admission
- Identify and correct any discrepancies
- Update the patient’s medication profile in the system
- Communicate any changes clearly with the patient and the care team
Note to Our Patients and Families:
As a patient or caregiver, your involvement is vital. To ensure safe and effective treatment:
- Please bring a complete and up-to-date list of all medications taken at home
- Include prescription medicines, over-the-counter drugs, vitamins, and herbal supplements
- Inform your care team of any allergies or adverse reactions
Before prescribing any new medications, your healthcare team must carefully review and reconcile this information to prevent potential issues such as drug interactions, duplicate therapies, or omissions. The accuracy of your active medication list depends on the details you provide, making your input essential to ensuring safe, coordinated, and effective care. Your participation is a vital part of our commitment to patient safety and person-centered care.
Percentage Compliance with Medication Reconciliation at Inpatient Admission
Service Excellence KPI: Percentage of Patient Satisfaction with Cleanliness of the Facility
Indicator Name:
Percentage of Inpatients Satisfied with Room Cleanliness
This KPI measures the percentage of patients who express satisfaction with the cleanliness of their inpatient rooms during their hospital stay at Al Wakra Hospital.
Rationale:
Cleanliness plays a vital role in promoting patient safety, comfort, and overall satisfaction. A hygienic environment significantly reduces the risk of infections, supports the healing process, and reflects the quality of care provided. By monitoring patient feedback related to cleanliness, we ensure that our standards remain high and continuously identify opportunities for improvement.
Note to Patients and Visitors:
Our dedicated Housekeeping Team ensures that all patient areas are maintained according to strict infection prevention and control protocols. Inpatient rooms are cleaned three times daily, once every shift. Should you require additional cleaning, please inform your assigned nurse, who will promptly coordinate with the Housekeeping Supervisor to address your needs.
If you or your family have any concerns about room cleanliness, we encourage you to share your feedback through one of the following ways:
- Speak with your assigned nurse directly
- Complete the Patient Satisfaction Survey (available via QR code or physical card)
- Contact the HMC Customer Service Center (Nesma’ak) at 16060 (available 24/7)
Your input is invaluable. It helps us uphold the highest standards of cleanliness and care.
Percentage of Patients Satisfied with Cleanliness of Their Room
Why This Matters:
By sharing our performance on key service excellence indicators like cleanliness, we aim to build trust, encourage transparency, and engage you, our valued patients and families, in the continuous improvement of the care experience.
We value your feedback.
Your feedback helps us enhance our services and create a person-centered environment that reflects your needs and preferences.
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Share your feedback or submit inquiries here:
Your Feedback Matters
Your feedback helps us enhance our services and create a person-centered environment that reflects your needs and preferences. Whether it's about your waiting time in the Emergency Department, medication safety, or your satisfaction with hospital cleanliness, your feedback helps us deliver better, more person-centered care.
- Do you have a question or comment?
- Do you want to share your experience or suggestions for improvement?
We warmly invite you to connect with us through the
Nesma’ak Customer Service platform.
Click here to share your feedback or ask a question.
Together, we can build a safer, more inclusive, and more compassionate healthcare environment for every patient and family we serve. Thank you for being a partner in care.
