Dr. Hanin Almahmoud – Staff Experience Director | Ministry of National Guard Health Affairs (MNGHA)

1. What key message do you hope to deliver to the audience, and why is it important in today’s healthcare landscape?

The pivotal message I wish to convey is that without satisfied and empowered staff, we cannot provide exceptional healthcare to our patients. The experience of our staff is intrinsically linked to the patient experience; when one is thriving, so too is the other. Prioritizing staff satisfaction is essential for fostering a culture of excellence in patient care.

2. The theme of this edition emphasizes “Care Beyond Boundaries.” How do you see healthcare institutions breaking traditional barriers to improve both patient and staff experiences?

Traditionally, healthcare institutions have concentrated primarily on the patient experience, often overlooking the vital role of staff satisfaction. However, we are now challenging these boundaries by recognizing the importance of both staff and patient experiences equally. We are shifting from a patient-centered care model to a person-centered care approach, acknowledging that the well-being of our staff is crucial for delivering outstanding patient care.

3. Workforce well-being and engagement are critical in shaping patient experiences. What strategies have you seen or implemented that effectively enhance staff motivation and resilience?

In our hospital, we have established a dedicated Staff Experience department that focuses on six key domains:

1. Promotion of Staff Health and Well-Being: Our initiatives, such as the “Rise Program,” “Second Victim Program,” and “Mental Health Program,” are designed to support the mental health of our employees.

2. Enhancing Personal Growth and Career Advancement: We create personalized training plans that focus on areas for improvement, encouraging our employees to excel in their roles and achieve their career goals.

3. Creating an Employee-Friendly Work Environment: We prioritize workplace ergonomics, safe conditions, and comfortable lounges to foster a positive atmosphere for our staff.

4. Promotion of Inclusion and Sense of Belonging: We regularly organize gatherings and activities that enhance staff engagement and build a sense of community.

5. Recognition of High Performance and Achievement: We implement monthly and annual recognition ceremonies to celebrate the accomplishments of our employees.

6. Listening and Responding to Staff Voices: Through well-established channels such as “Staff Voice,” “Help Line,” and “SRS,” as well as direct interactions, we actively listen to our employees and respond promptly to their concerns.

By nurturing these domains, we cultivate a workforce that is both healthy and engaged.

4. Technology is transforming the way healthcare is delivered. In your opinion, what role does digital innovation play in empowering both patients and healthcare professionals?

Digital innovation and technology, including AI, are pivotal in enhancing the experiences of both patients and healthcare professionals (employees). They streamline workflows for healthcare providers, making their tasks more organized and efficient. For patients, technology simplifies access to care, enabling easy appointment bookings, medication refills, and retrieval of medical reports. This transformation ultimately leads to improved satisfaction for both parties.

5. With the increasing focus on patient-centered and staff-driven care models, how can leadership drive a culture of empathy, collaboration, and continuous improvement within healthcare organizations?

Leadership plays an important role in fostering a culture of empathy, collaboration, and continuous improvement. This can be achieved by:

Demonstrating empathy, prioritizing open communication, and providing a secure environment for staff to share their insights and concerns.

Encouraging cross-departmental collaboration and regularly soliciting feedback can enhance teamwork and innovation.

Leaders must invest in ongoing training and development to empower their staff and ensure they have the tools and support they require for success.

6. As a thought leader in this space, what is one piece of advice you would give to healthcare professionals striving to create meaningful and lasting improvements in patient and staff experiences?

To all leaders in healthcare, I urge you to not only hear the voices, complaints, and suggestions of both patients and staff but to truly listen, empathize, and act upon them. Understanding their experiences and feelings is essential in preventing issues from arising in the first place. Cultivating an environment of genuine engagement and proactive support will lead to meaningful and lasting improvements in both patient and staff experiences.