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Member Spotlight - March 2016
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Ayman S. BinNasser


Head of Medical Coordination, Patient Experience Implementation Team Member
King Abdullah Medical City
Makkah, Saudi Arabia
In his role, Ayman completes the necessary communication and coordination to transfer patients to/from King Abdullah Medical City smoothly and in a timely manner to ensure that the patient will get the necessary treatment in their organization in an adequate time, by using the right transportation facility. As a founding member on the patient experience implementation team, he also works to create a patient experience framework, implementation strategy and measuring tools. Ayman strives to change the healthcare practitioners and administrators work culture to this new method while transforming their organization to be a Highly Reliable Organization.

WHAT IS YOUR MOST SIGNIFICANT ACCOMPLISHMENT IN YOUR ROLE?

My most significant accomplishment has been implementing BEDSIDE WHITEBOARD tool with unique design allowing our patient healthcare team to use it to improve communication between patients and healthcare providers and the communication between the healthcare providers themselves. Implementing this tool had no impact on our budget. It is implemented only to raise the patient experience and enhance services.

WHAT IS THE BIGGEST CHALLENGE YOU ARE CURRENTLY FACING?

The biggest challenge I am currently facing is the cultural transformation to Patient Experience and to sustain the transformation of the Highly Reliable Organization.

WHAT ARE YOUR VIEWS ON THE FUTURE OF PATIENT EXPERIENCE?

A lot of effort has been done to go further with patient experience. It will continue, but it’s moving too slowly, I believe that the main key is the physicians and their compliance and engagement with the patient experience program. Empowering staff will lead to best engagement and service excellence.

WHAT DO YOU DO FOR FUN WHEN NOT WORKING?

I enjoy spending time with my parents, watching T.V., listening to recorded lectures and courses related to Human Recourse issues and development and searching for new cuisines.

WHY DID YOU JOIN THE BERYL INSTITUTE?

We have organizational access so I joined The Beryl Institute for the opportunity to connect and learn from others who are working in the same field and to acquire new variety of methods and education in patient experience to contribute to this field and my institute.

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