hx AGENDA
Conference Agenda
This year’s highly anticipated conference centers around understanding the full story of your audiences by fusing the cutting-edge capabilities, data, and technologies transforming healthcare.
Tuesday, February 4th
11:45 am–12:45 pm - Breakout Sessions
Patient Experience
Patient Experience in Saudi Arabia: A Journey of Transformation
Patient Experience in Saudi Arabia: A Journey of Transformation
Breakout Sessions- Naseem Almulla | Customer Experience Director | Council for Health Insurance
- Eman Alturaiki, MBA | Executive Director for Service Excellence & Outreach | Council for Health Insurance
In 2016, the Saudi Arabian Government launched the breakthrough Vision 2030 which was built on the needs to diversify the economy beyond oil dependency, enhance the kingdom’s global profile, and modernize the society building on our cultural heritage and legacy. All public sectors had to initiate transformation programs to realize that Vision, and healthcare is no exception. Therefore, the Healthcare Sector Transformation Program (HSTP) was launched. For healthcare, this meant re-thinking its services to improve the human experience and the quality of life for all residents of the Kingdom of Saudi Arabia. One of the main goals of HSTP is to improve the quality and efficiency of healthcare services, so we started measuring patient experience scores to support this goal. We established a partnership with Press Ganey in 2018 to support improvement in government hospitals. Due to the success of this program, in the following years, measurement was expanded in the private sector and other healthcare systems.
This presentation will focus on the maturity journey of the patient experience program in the Saudi Health Private Sector to achieve Vision 2030. Attendees will gain an understanding of how we started measuring ‘What Matters Most’ and what did we do to improve using Press Ganey data. The focus in this presentation will be on the journey of measuring and improvement patient experience in the private sector and how the Council of Health Insurance CHI as a regulator supports this journey. They will also share some of the tailored and localized best practices that we are happening to support this journey of transformation.
HX25 Main Conference
Naseem Almulla
Customer Experience Director
Council for Health Insurance
Eman Alturaiki, MBA
Executive Director for Service Excellence & Outreach
Council for Health Insurance
Naseem Almulla
Customer Experience Director
Council for Health Insurance
Naseem Almulla is a Saudi Arabian healthcare leader with 20 years of experience. Naseem holds a BSC in Health Promotion, an MSc in Medical Education, and a Diploma in Healthcare Quality Management, as well as CPHQ designation. She holds Planetree Fellowship in PCC, CPXP certification, and has been trained by Press Ganey in Patient Experience Leadership and Service Excellence. Currently, she is working in the Council of Health Insurance as a Director of Service Excellence. Naseem is a passionate expert and speaker on Patient Experience, human-centric service design, and service excellence. Some of her achievements in patient experience include building interdisciplinary teams that work towards common goals, which resulted in improving performance in local hospitals. She is also competent in working with organizations to design localized service excellence programs. An important part of her work involved developing individuals to take the lead in patient experience and, to train competent trainers. Working in health services regulator, she led multiple initiatives to enable and engage the relevant stakeholders to improve the patients’ experience. Naseem’s mission is to reduce patient suffering in healthcare through service improvement and capacity-building.
Eman Alturaiki, MBA
Executive Director for Service Excellence & Outreach
Council for Health Insurance