2 Annual

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Conference

“Aligning operational
technology with
organizational goals
to deliver enhanced
patient experience” Patient
Experience

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Endorsed By: Cre E
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GCC Patient
Experience Summit
www.fleming.events

18th & 19th September 2018 | Sofitel Abu Dhabi, UAE

Speaker Panel:
Eman Alturaiki
Ministry of Health,
KSA
Director General, Patient
Experience Center
Dr Osama ElHassan
Dubai Health
Authority, UAE
Head of e-Health Section at
Health Data & Information
Analysis Dept.
Dr Sheriff Sahadulla
KIMS Healthcare
Group, GCC
Chief Executive Officer
Ala Atari,
Emirates Specialty
Hospital, UAE
Chief Executive Officer
Dr. Fatih Mehmet GUL
Fakeeh University
Hospital, UAE
Chief Operations Officer
Vivek Shukla
Frost & Sullivan,
UAE
Director - Healthcare
& Lifesciences MENASA
Mohamed Gamal
Al Zahra Pvt
Hospitals Dubai, UAE
Director of IT
Andrew Wells
Serco, UAE
Client Director - Health
Dr Layla Al Marzouqi Salama Obaid Al Hameli
Dubai Health Department of Health,
Authority, UAE Abu Dhabi, UAE
Director of the Medical Sr. Analyst, Quality and
Tourism Council Monitoring
Dr Dilshaad Ali Dr Raja Sekhar Gujju
AVIVO Group, UAE Anglo- Arabian Heath
Group Chief Executive Care LLC, UAE
Officer Chief Executive Officer – Norther
Emirates Region
Abdulla Bin Zarah Fatima Al-Ali
Sultan Bin Abdulaziz Abu Dhabi
Humanitarian City, Telemedicine
KSA Centre, UAE
Chief Executive Officer Chief Executive Officer
Mukta Arora Rita McGrath
Aster DM Healthpoint, UAE
Chief Operating Officer
Healthcare, UAE
Group Chief Information
Officer
Dr. Mohamed Ahmed Hamad Ahmed Al Hosani
Hamdy Universal Hospitals,
Al Salama Group UAE
Holdings, UAE Group Chief Operating Officer
Group Chief Operational
Officer
Turki Al Shariti Dr. Varun Katyal
King Fahad VPS Healthcare, UAE
Medical City, KSA Regional Director
Chairperson, Documents
and Information Dept.
Dr Aaron Han Vincent Borg
American Hospital Vamed, UAE
Dubai, UAE Hospital CEO
Head of IT
Dr Farah Deeba Lamia Al Faleh
NMC Sunny Medical Sultan Bin Abdulaziz
Centre, UAE Humanitarian City,
Head of Quality KSA
Assistant Director of
Rehabilitation program
& Services
What’s New for 2018
 Case Study on Implementing Technologies  Creating a Patient Centered team based
such as Connected Devices and EHR primary care - Success & Barriers
 Challenges and Opportunity in  Innovative ways to capture patrons feedback
implementing Block-chain Technology
 Awards: Recognizing and honoring
& Omni-Channel Strategy
outstanding accomplishments in PX
 Discussing the importance of Family
physician across Emiratis & Expats

1st Annual In Numbers

 
172 2 32 15 7
Attendees Days Speakers Hours of Knowledge Hours of Networking
& Panelists Sharing and Learning

Inaugural GCC Award Jury

Patient Experience Diane Magers, CCXP
Customer Experience

Eminence Awards Professionals Association

(CXPA), USA
Chief Executive Officer
The inaugural Awards will recognize outstanding Turki Al Shariti
accomplishments in Patient experience in GCC. King Fahad Medical City, KSA
The awards will not only honor the outstanding Chairperson, Documents and Information
Dept.
performers but benchmark excellence and
motivate regional PX leaders who are currently
Rita McGrath
in pursuit of achieving excellence. The award
Healthpoint, UAE
aims at reflecting the accomplishment of Chief Operating Officer
organizations and individuals in multiple
categories ranging from care to operational
technology that puts patients at the forefront for
Dr. Fatih Mehmet GUL
their development.
Fakeeh University Hospital, UAE
Chief Operations Officer
For more information on the award categories,
nominations and criteria email to Mr. Nicolas
Harris at nicolas.harris@fleming.events John Morris
JXD Consultants, UK
Director ick
ClHere &

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Our Supporting Partners and Sponsors
Endorsed By

Gold Partner

Networking Partner Supporting Association

Media Partners

Quality production, selection of speakers, structure of topics, selection of quality

partners, highly professional and supportive staff at Fleming. Delivered what was ick
promised ClHere &
Sanad Shaikh, Marketing & Communications Coordinator, Amana Healthcare

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Testimonials Job Titles

Well Organised, high level, excellent speakers,

well chosen topics
Dr. Ali T. Asery, Executive Director of Patient
Experience, King Fahd Medical City
This event enables healthcare officer to share
ideas and learn from health industry experts also.
In line with innovations and industry trends
Kearapela Monica Monare, IT Administration
Officer, Charlotte Maxeke Johannesburg
Academic Hospital
It is well organised, good selection of speakers
and great representing examples in the field
25% CEO, MD, Chairman, President, VP,
Executive Director & General Manager
22% Patient Experience/Relations / Service
Excellence: Executive Director/Head/
Supervisor/Manager/Officer
9% Administration & IT: CIO/Director/ Officer
11% Quality: Officer/Head/Manager/
Supervisor
7% Nursing: VP/Chief/Manager/Officer

Sarah Ahmed Al Ohaly, Performance 11% Others: PhPhysiciansonsultants/ analyst/

Improvement Coordinator, King Faisal pharmacist/ therapists/ specialists
Specialist Hospital 15% Sales & Marketing

Multi-cultured and experienced speakers. It was

amazing to hear from people from the other Geography
countries. The subject importance was about the
patient as a focus in healthcare
Maryam Alantali, Patient Educator -
Physiotherapy,  Health point Hospital L.L.C

Delegate
88% Middle East & North Africa
7% Uk & Europe

Feedback
5% US & North America

On attending next year

75% said the were very likely to attend
20 % felt it was too early to decide
“We’re excited to offer
On the event outcome upto 9 Patient
Experience Continuing
60% of the attendees said the event meet their
expectation. 33% felt it exceeded theirs.
Education credits (PXEs) through
Patient Experience Institute (PXI). PXI is
an independent, non-profit, committed
to the improvement of patient experience
through evidence-based research, continuing
education and professional certification.
PXEs can be applied towards Certified Patient
Experience Professional (CPXP) applications
and/or to maintain
ick
certification designation.“ Cl ere &
H

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Event Objectives Who will you meet?
Healthcare Providers
 How hospitals can provide outstanding services and world
• Hospitals & Clinics (Primary, Secondary
class clinical experience to the patients?
 Leveraging advanced technologies to develop the & Tertiary)
• Ambulatory Services
facilities and services that meets the patients expectations
• Rehabilitation Centers
 Enhanced patient engagement by educating them to
ensure the nation's citizens are healthy and proactive Stakeholders in Patient Experience
towards their health
• Health Ministries
 Delivering greater predictability and flexibility in patient’s
• Industry Associations
health-care financial experience by increasing efficiency in
• Research Institutes
the health-care providers operating expenses
• Health Authorities
 Honor GCC's PX leaders, benchmark excellence and
• Health Insurance Firms
motivate others who are in pursuit of achieving excellence.
• Accreditation Body

Job Titles
Key Topics • Strategic Leaders - President /CEO/
CIO/ COO / VP/ Director
 Develop patient centered communication strategies for • Chief/Director – Nursing
effective interaction • Chief Medical Officer
 Typical challenges healthcare organization face in • Director/Head/Manager/Officer
fostering innovation and experimenting with new solutions – Patient Experience/Patient Care/
 How consumer technology can be leveraged for improved Patient Relations/ Patient Service/
patient engagement? Patient Satisfaction/ Patient Flow
 How technology can reduce the cost for hospitals and • Director/Head/Manager/Officer
patients? – Quality & Safety
 How soon can you deliver high quality service to your • HR & Operations
patients? • Manager/Head - Marketing & Business
 Creating a patient centered team based primary care Development
 Delivering seamless patient experience across key touch • Case Managers
points • Project/ Facility Manager

Key Takeaways
 Understand what factors influence the perceived quality
of a hospital visit
 What could be the best way to facilitate communication?
 Establishing a balance between old and new processes
Brilliant event, It is very
during digital revitalization encouraging that PE is now coming
 How hospitals can transfer the benefit to the patients by to forefront. It was such a gift to
reducing their hospital bills? meet and network with like minded
 Implementing staff resilience training to improve patient people who have a joint mission and
vision to the right thing for all the
experience
patients + caregivers
 Understand the successes and barriers to implementing Pam Wilson, Co-founder & Head Of
engagement platform in team based care Community, Silla
 How to use technology to empower patients for self-care
decisions
ick
 Understand how to select the right measurement tools ClHere &
and methods to best assess patent experience initiatives

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 DAY 1
18th September 2018
08:00 Registration and Coffee
08:45 Welcome note from Fleming.
08:50 Opening Remarks by Conference Chairman
Building An Ecosystem For
Delivering Unique Experience
09:00 Creating world class experience for health
tourists - Re-imagining patient experience
Dr Layla Al Marzouqi, Dubai Health Authority,
UAE, Director of the Medical Tourism Council
09:30 Presentation by Ministry of Health, Saudi
Arabia
Eman Alturaiki, Ministry of Health, KSA,
Director General, Patient Experience Center
10:00 Presentation by Department of Health,
Abu Dhabi
Salama Obaid Al Hameli, Department of
Health, Abu Dhabi, UAE, Sr. Analyst, Quality and
Monitoring
10:30 Serco Cares: The impact of the non-clinical
workforce on patient experience
Andrew Wells, Serco, UAE
Client Director - Health
11:00 Morning Coffee Break & Networking
Integrating Digital Technology into
Traditional Hospital Services
11:30 Panel Discussion: Wave of Innovation
& Digitization: Driving Excellence in the
Experience Era
• Typical challenges healthcare organization face
in fostering innovation and experimenting with
new solutions
• Technology as key enabler to improve service
quality
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• Identify, evaluate and prioritize innovation in
healthcare that will positively impact the lives
of both patients and practitioners
• Approaches that can help to unlock the innovation
potential of your healthcare organization
r Dilshaad Ali, AVIVO Group, UAE, Group Chief
D
Executive Officer
Mohamed Gamal, Al Zahra Pvt Hospitals Dubai,
UAE, Director of IT
r Aaron Han, American Hospital Dubai, UAE,
D
Head of IT
12:15 The role of automation in improving
patient care experience
• Archiving and automation guidelines and benefits
• Project Implementation know how
• Success stories:  Archiving and  automation of
documents
urki Al Shariti, King Fahad Medical City, KSA,
T
Chairperson, Documents and Information Dept.
12:45 Overcoming the challenges while merging
operational technology to create better
patient care pathway
• Discussing where the process of digital
disruption touches upon patient experience
• Establishing a balance between old and new
processes during digital revitalization
• Ensuring that all parties are able to manage new
processes in their role brought on by digital change
• Transforming your hospital structure across
multiple interlinked departments
Ala Atari, Emirates Specialty Hospital, UAE,
Chief Executive Officer
13:15 Networking Lunch Break
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 DAY 1
18th September 2018
14:15 Case Study: How Consumer technology
can be leveraged for improved patient
engagement and experience?
• Leveraging various Connected Health trends
& technologies to improve wellness
• How organizations can integrate this growing
array of products into their own systems?
• Translating the data leveraged from the Internet
connected devices into useful patient-focused
materials
Mukta Arora, Aster DM Healthcare, UAE, Group
CIO
What Really Makes A Difference To
Patient In Healthcare Organisation
14:45 Panel Discussion: How can hospital's
brand image stimulate patient loyalty?
• Ways to enhancing the brand of hospitals while
decreasing brand dependability on doctors
• What factors influence the perceived quality of
a hospital visit?
• Social Media Presence to grow their brand and
service offerings
• Enhancing and developing service-line
positioning and brand image strategies for
healthcare organization
Dr Dilshaad Ali, AVIVO Group, UAE, Group Chief
Executive Officer
Dr. Mohamed Ahmed Hamdy, Al Salama Group
Holdings, UAE, Group Chief Operational Officer
Dr Raja Sekhar Gujju, Anglo- Arabian Heath
Care LLC, Chief Executive Officer – Norther
Emirates Region
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15:30 How to develop Patient Centered
Communication Strategies for effective
interaction?
• What could be the best way to facilitate
communication?
• How can we Maintain the Provider – patient
trust?
• Understanding were you stand on
communicating and protecting the rights of the
patients
Dr Sheriff Sahadulla, KIMS Healthcare Group,
GCC, Chief Executive Officer
16:00 Evening Coffee Break & Networking
16:30 Creating a Patient Centered team to
achieve better engagement
• Build the necessary infrastructure for a sustainable
patient engagement model across your organization
• Incorporate the cultural changes necessary to
transform your system and to support radical
system redesign
• Understand the successes and barriers to
implementing engagement platform in team
based care
Lamia Al Faleh, Sultan Bin Abdulaziz
Humanitarian City, KSA, Assistant Director of
Rehabilitation program & Services
17:00 Round Table Discussions
• Challenges & Opportunities for healthcare
providers in Tele-Medicine & Video Conferencing
Fatima Al-Ali, Abu Dhabi Telemedicine Centre,
UAE, Chief Executive Officers
• Role of facility design in patient experience
Dr. Mohamed Ahmed Hamdy, Al Salama Group
Holdings, UAE, Group Chief Operational Officer
• Factors to be considered while improving
experience in long term care patients
17:30 Closing Remarks by Chairman
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17:45 Farewell Coffee and End of Day 1
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 DAY 2
19th September 2018
08:00 Registration and Coffee
08:50 Opening Remarks by Conference Chairman
Leveraging Technology To Improve
Patient Experience
09:00 Delivering seamless patient experience
across key touch points
• Understanding patient's behaviors and pain
points by studying the role of all touch points
• Identify interoperability gaps and optimization
opportunities for hospital to deliver expected
services
Dr. Varun Katyal, VPS Healthcare, UAE,
Regional Director
09:30 Panel Discussion: Improving response
time: How soon can you deliver high
quality service to your patients?
• What hospitals have done to improve service
excellence?
• Discussing the challenges & opportunity to
ensure seamless patient flow
• What can be done to enhance the quality of
insurance claim services?
10:15 How technology can reduce the cost for
hospitals and patients?
• Identifying opportunities to reduce operational
cost for the hospitals
• Role of EHRs/HISs in reducing wasteful
processes & lost productivity
• How hospitals can transfer the benefit to the
patients by reducing their hospital bills?
Reserved for Sponsors
10:45 Morning Coffee Break & Networking
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11:15 Using technology to empower patients for
self-care decisions
• Exploring the ability of new technology to aid
consumers making long term changes
• Looking at the importance of including information
and behavioral science in healthcare applications
• Building organizational capacity for patient
engagement
• Educating citizens to ensure they are healthy
and proactive towards there health
Mohamed Gamal, Al Zahra Pvt Hospitals Dubai,
UAE, Director of IT
11:45 Visionary keynote: New technology
solutions to improve patient experience
Dr. Fatih Mehmet GUL, Fakeeh University
Hospital, UAE, Chief Operations Officer
12:15 How Block-chain Technology can produce
a breakthrough in delivering patient
experience?
• Avoiding delays in providing healthcare due to
lack of shared access to patient health records
• Ensuring more efficient interaction with patients
with seamless retrieval of records
• Reducing the risk involved with increased digital
integration of patient services
Dr Osama ElHassan, Dubai Health Authority,
UAE, Head of e-Health Section at Health Data
& Information Analysis Dept.
12:45 Organizational Culture & Patient
Experience: Implement Change from Top
Down & Bottom Up
• Strong commitment & organizational leadership
to drive transformation culture
• Clearly articulate roles played by every level of
staff and seek engagement
• Reinforce accountability to integrate patient
experience into the daily work of everyone
across the organization.
• Establish a sustaining culture of patient experience
• Quality, patient safety and experience
imperative
ick
Vincent Borg, Vamed, UAE, ClHere &
Hospital CEO
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 DAY 2
19th September 2018
13:15 Networking Lunch Break
Aligning Services With Patient
Requirement
14:15 Developing and Implementing robust
Patient Financial Experience Program to
avoid negative effect on patient experience
• Delivering greater predictability and flexibility in
patient’s healthcare financial experience
• Identifying the health of Hospitals
communications with patients related to their
Patient Financial Experience
• Key strategies to improve communications and
strategies related to financial obligations, payer
benefits, and other options available to patients
Hamad Ahmed Al Hosani, Universal Hospitals,
UAE, Group Chief Operating Officer
14:45 From DOE to Lean in Healthcare- The Patient
Experience Improvement Innovation Process
• The design of Methodology and Improvement
Process
• Lessons learnt
• Challenges faced
Dr Farah Deeba, NMC Sunny Medical Centre,
UAE, Head of Quality
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15:15 How can hospitals implement Omni-
channel strategy into action to create more
value both for themselves and customers?
• Providing more value measured by outcomes
and patient satisfaction, while reducing costs
• From siloed approach to channels and
technology, to being channel-agnostic and
consumer-centric
• Challenges and Opportunities faced by hospitals
in deploying Omni-channel strategy at scale
15:45 Panel Discussion: How to Creatively,
Effectively and Efficiently Measure Patient
Experience
• Understand how to select the right
measurement tools and methods to best assess
patent experience initiatives
• Comparing Patient Experience Scores before
and after interventions
• Innovative ways to capture patrons feedback
Turki Al Shariti, King Fahad Medical City, KSA,
Chairperson, Documents and Information Dept.
Dr. Varun Katyal, VPS Healthcare, UAE,
Regional Director
16:30 Announcement of Winners of GCC Patient
Experience Eminence Awards
16:50 Closing Remarks by Chairman
17:00 Farewell Coffee and End of Conference
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Know the PX leaders:
Eman Alturaiki
Ministry of Health, KSA
Director General, Patient Experience Center
Dr. Layla Al Marzouqi was appointed as Director of
the Health Tourism Department at Dubai Health Authority (DHA) in
December 2016. She has initiated and continues to lead numerous
national health initiatives, including health tourism strategies that
have put Dubai on the world medical tourism map. In addition,
Dr. Al-Marzouqi has been recognised for her contributions to
the formulation of the anti-tobacco law and the revision of the
medical liability law in the UAE. The veteran medical specialist
held numerous key roles at DHA-run institutions prior to her
appointment as Director of Health Tourism Council. She is the
former Director of Health Regulation Department, Head of Clinical
Governance Office of the Health Regulation Department, and was
previously Dubai Hospital Specialist Registrar and Dubai Hospital
Senior House Officer at the Cardiology and Cardiothoracic
Surgery Center. Dr. Al-Marzouqi holds a degree in medicine
and surgery from the Royal College of Surgeons in Ireland, and
obtained her Master's degree in cardiovascular rehabilitation, the
first UAE national to do so, from the University of Chester, UK. She
completed a second Master's degree in healthcare administration
and graduated with distinction from Zayed University, UAE. She
later received her Ph.D. in public health from the UAE University.
Her work and contributions have been formally recognised by H.H.
Sheikh Mohammed bin Rashid Al Maktoum, Vice President and
Prime Minister of the UAE and Ruler of Dubai; H.H. Sheikh Hamdan
bin Mohammed bin Rashid Al Maktoum, Crown Prince of Dubai;
and other notable UAE leaders. She is also a frequent speaker in
international conferences and forums.
Dr Dilshaad Ali
AVIVO Group, UAE
Group Chief Executive Officer
Dr Dilshaad Ali is an accomplished Healthcare Executive with profound
insight and experience. An innovative and engaging leader with proven
track and results in all aspects of hospital management and healthcare
investment strategies. He has built sustained value ecosystems across
diverse financial and operating models around the world. Through his
experience and acumen in creating differentiated USPs, he has led the
healthcare industry as a key opinion leader in many different aspects of
the business. Dr Dilshaad helms Dubai based AVIVO Group which is an
integrated healthcare platform spanning the Middle East with 47 assets
and currently expanding to ASEAN. He also holds various positions at
Board levels in several reputable healthcare companies globally.
Rita McGrath
Al Zahra Pvt. Hospital Dubai,
UAE
Chief Operating Officer
Rita McGrath is the Chief Operating Officer (COO) at Al Zahra Hospital,
Dubai. Ms. McGrath has more than 20 years of experience in health care
administration, strategy implementation and operations improvement.
As the COO at Al Zahra hospital, Dubai, she oversees several key
departments including Outpatient Department Operations, Support
Services, Information Technology, Facility (Engineering Services),
Customer Service, Catering and Patient Relation Services. As part of
the executive team, Rita also works with the CEO to coordinate the
hospital’s strategy and planning, as well as, key drivers to maximize
revenue and reduce costs while maintaining quality of care. She also
oversees the hospital’s patient experience program, which supports
the hospital’s vision to become the regional leader in patient experience
and clinical outcomes. Prior to joining Al Zahra, Dubai, Ms McGrath
served as the Interim COO at Sheikh Khalifa General Hospital in Umm
Al Quwain. Prior to her relocation to UAE in 2010, Rita had served in
leadership roles in Qatar, Canada and the USA. Ms McGrath received
her bachelor’s degree from Carleton University in Canada and her
master’s degree in business administration (specializing in health care
administration) from Southern New Hampshire University in the USA.
Dr. Mohamed Ahmed Hamdy
Al Salama Group Holdings, UAE
Group Chief Operational Officer
Dr Mohamed Ahmed Hamdy, Executive Master of Business
Administration from Georgia state University Atlanta, Six Sigma
Green Belt holder from World Class Training Institute (WCTI),
Diploma in Marketing Communications from International
Advertising Association NY, hospital management diploma from
AUC. Dr Mohamed is currently the group chief operational officer
of Al Salama group holdings, (Al Salama Hospital, Abu Dhabi). Dr.
Mohamed was Egypt projects and business development director
at Andalusia group for medical services. Previously Hospital director
and operational manager at Andalusia Smouha and Maadi hospitals.
A registered consultant in the roster of Medex healthcare company
and a member of OSHA Organization for Occupational Safety and
Health Administration. Dr.Mohamed worked as medical director of
Life healthcare. He also worked as the Dental Clinics Manager, Faculty
of Dentistry, Vice president of infection control & occupational health
and safety committees MSA University, clinics manager Allied doctors
medical administration company. Dr. Mohamed worked as the Deputy
Manager of ER department As-Salam International Hospital Maadi,
where he managed the fulfillment of quality requirements for the
ER Department accreditation by the Joint Commission International
(JCI), July 2010. He is a founding member of Alexandria / Georgia
State University Alumni Association and a mentor in Start Up Cup. Dr
Mohamed is a renowned international speaker in healthcare facilities
& Design conference and participated as a speaker, moderator and
awards judge in Healthcare Management Asia conference in Vietnam.
Dr Raja Sekhar Gujju
Anglo- Arabian Heath Care LLC
Chief Executive Officer – Norther Emirates
Region
Dr. Raja Sekhar Gujju is an accomplished healthcare executive with
over 18 years of experience including senior positions in Hospitals
in India and UAE. He received MBBS from Guntur Medical College,
Masters Degree in Hospital Management & Bachelor in Laws from
Osmania University, India. He is also a Fellow of Insurance Institute
of India. He is currently working as Chief Executive Officer – Northern
Emirates (Affordable Segment), at Anglo Arabian Healthcare LLC,
based out of Dubai, UAE. Dr. Raja Sekhar headed some of the best
hospitals in India providing quaternary care and pioneering in multi-
organ transplantation before he moved to UAE as Chief Operating
Officer of the Burjeel Hospital, Abu Dhabi. After a successful stint
there he moved on to head the Northern Emirates region of Anglo
Arabian Healthcare LLC as Chief Executive Officer. His interests
include operational excellence, strategic planning, accreditation,
medico-legal aspects in healthcare, health economics, etc. He is also
a speaker at various international healthcare forums / conferences.
He is an avid researcher with many publications to his credit. He is
currently living in Dubai with his family.
 Diane Magers, CCXP Hamad Ahmed Al Hosani
Customer Experience Universal Hospitals, UAE
Professionals Association Group Chief Operating Officer
(CXPA), USA
Chief Executive Officer Mr. Hamad is the Chief Operating Officer at Universal Hospital,
Abu Dhabi. He also has around 7 years of varied experience in
Diane is a passionate, experienced Customer Experience Strategic Planning activities and Operations Management. Prior
executive, change agent and sherpa for new and developing to joining the Hospital, he was working with (ADNOC) as the
customer obsessed leaders. She believes that brands who win Planning Engineer, and with Minnesota International Medicine as
choose to focus on human and emotional elements of business. the founder of Global Business Developer. He is a firm believer of
Diane has over 25 years of building and growing Customer and excellence in whatever he does - be it his work for the Hospital or
Employee focus. She is currently interim CEO for the Customer the community. Humble and positive in his approach, Mr. Hamad
Experience Professionals Association. Most recently at AT&T, she has brought about many changes towards managing the day-to-
led Customer Experience strategy by transforming customer and day operations for Universal Hospital.
associate engagement. In 2011, she founded Customer Experience
Catalysts as a consultancy and thought leader for organizations
who were launching or progressing customer and employee Vincent Borg
experience to grow their brand value. She also developed and led Vamed, UAE
Customer Engagement at Sysco Foods Corporation. Diane holds
an M.S. in Psychology and an M.B.A. She is a Certified Customer Hospital CEO
Experience Professional (CCXP) and also holds NPS, VoC and CEM
certifications.
Mr. Borg has been employed with VAMED in the UAE since the
start of 2017. However, he has been employed in the private
health sector in Australia for in excess of 37 years, with the last
Dr Farah Deeba 23 being in senior management positions across acute, mental
health and rehabilitation services. His experience is in both brown
NMC Sunny Medical Centre, UAE and greenfield developments and has been integral in turn around
Head of Quality financial performance of assets that were under-performing. Mr.
Borg has excellent strength in fostering workplace relations that
Dr (Surgeon Commander) Farah Deeba, is passionate healthcare quality
thrive and has consistently lead organizational cultures through
professional and Lean management enthusiast. She has a Bachelor’s
employee engagement that reveal that employees are heavily
degree in Medicine and Master’s degree in Business Management and
committed to the strategic direction of the service under his care.
Hospital Administration. She is a certified Bronze Lean Professional
This is done via a range of contemporary people engagement
in Healthcare- By Simpler Cardiff University, United Kingdom and
techniques. He is passionate about quality of service and patient
a trained Six Sigma Black Belt by American Society of Quality (ASQ,
engagement and believes a genuine opportunity exists in the UAE
Milwaukee, USA). Her Healthcare Quality Experience of 21 years’ spans
to elevate both of these important aspirations of any health service.
across small standalone polyclinics to large Corporate Multi-specialty
Hospitals and from Armed Forces Hospitals to Private and Government
Hospitals. She also served as a Surgeon Commander in the Indian Dr. Fatih Mehmet GUL
Navy. Presently she is holding forte as quality Head in a group with 07
medical centres in United Arab Emirates. She has been the Hospital
Fakeeh University Hospital, UAE
Surveyor and Faculty member for various training and Accreditation Chief Operations Officer
programs at National level. She has successful completed her JCI
Internal Auditor requirements. She had implemented Lean Projects in
A Senior Executive Physician, Dr. Gul spent several years
healthcare setting and also presented a paper on Lean in Healthcare in
in healthcare business development and management for;
ASQ World Conference in Dallas, USA, 5-7 May 2014 titled’ Lean there,
Clinic operation development, medical recruitment, business
Done that’. She also has published papers in International Healthcare
development and management; International medical services
Journals like the Australian Medical Journal. She is also a Senior
(medical tourism, assistance, evacuation, repatriation); On-
member with the ASQ, USA.
Site / remote medical services (occupational health, onshore
– offshore clinic management). Having had the opportunity to
Fatima Al-Ali become affiliated with different countries and cultures, Dr. Gul
holds significant experience in health, insurance, aviation sectors,
Abu Dhabi Telemedicine Centre, mainly in the Middle East and North Africa region. Dr. Gul is
UAE passionate for CSR & Sustainability and founder and Executive
Director of CSR Middle East platform (2005) leading thousands
Chief Executive Officer
of corporate members on their regional initiatives. Dr. Gul is on
Fatima Rashid Al-Ali is Chief Executive Officer at Abu Dhabi the prestigious list of "2011 TOP 100 THOUGHT LEADERS in Europe
Telemedicine Centre. She is responsible for providing leadership and the Middle East”. Contact Details - Mail: gulfm@drfameg.com
in the overall administration, strategic planning and development Web: www.fatihmehmetgul.com
of the Centre. Al-Ali previously served as the Centre’s Operations
Manager, responsible for overseeing operational improvements,
supervising the workforce, and supporting business development
efforts. She also led the establishment of the Centre’s Quality
Committee. Prior to joining Abu Dhabi Telemedicine Centre, Al-
Ali spent four years at Mubadala Investment Company, managing
operations for its healthcare asset Wooridul Spine Centre, and
working on strategy, business development and finance projects
for Cleveland Clinic Abu Dhabi. At Mubadala, she served as Board
Secretary to the Mubadala Healthcare Board of Directors, assisting
Mubadala Healthcare assets in implementing corporate strategies.
Al-Ali holds a Bachelor of Science in Business Administration
degree from the American University of Sharjah, UAE, majoring in
Finance and graduating with a Magna Cum Laude distinction.

Dr. Varun Katyal
VPS Healthcare, UAE
Regional Director
Dr. Varun is a healthcare management executive with over 14
years of experience in managing hospital operations, strategy
and driving business growth. He has worked with some of the
leading healthcare names like Fortis and Max Healthcare in India
and currently working with VPS Healthcare - largest private sector
healthcare provider in Abu Dhabi region.  Leading and managing
teams through mutual learning and hands on experience is what
gives Varun a sense of pride and joy of working! A Columbia
University alum, Varun is extremely passionate about customer
relationship management and has led various customer
experience improvement initiatives for customer retention. He is a
firm believer in the concept of value based care in which patients
have the right to decide/ participate in care delivery process to
ensure they get cost effective yet high quality care.
Dr Aaron Han
American Hospital Dubai, UAE
Head of IT
Dr. Han is Chief of Pathology at American Hospital Dubai and Adjunct
Clinical Professor of Pathology at Mohamed Bin Rashid Medical
University in Dubai. He chairs the Performance Improvement
Committee and Medical Records/HIM Committee. A graduate of
Baylor College of Medicine MD, PhD program, he completed his
training at the Hospital of  the University of Pennsylvania and is
USA quadruple board certified in Anatomic Pathology (AP), Clinical
Pathology (CP), Hematopathology (HP), and Clinical Informatics
(CI). At American Hospital Dubai, he practices cancer pathology
and is active in the informatics program overseeing change
management issues and governance, and CI education. He served
American Hospital as interim Chief Medical Officer and interim
COO, and assisted in the development of the physician staffing
strategic plan, productivity metrics, clinical leadership framework,
oversight of medical risk management, interactions with regulatory
authorities, and Mayo Clinic Care Network physician affiliation. He
has been involved in the UAE's longest continuous hospital and lab
accreditation programs Joint Commission International (JCI) and
College of American Pathologists (CAP) during his tenure since 2005.
As interim Head of IT he is restructuring the program to increase
clinical adoption, business intelligence and cyber security. He chairs
the Connected Health Conference at Arab Health, and has a keen
interest in healthcare technology as well as its impact on physicians
wellness and resilience. He is the Scientific Chair for Emirates
Pathology Society. He is a regular inspector of CAP international labs
and serves on the CAP Point of Care Committee. He is passionate
about quality and building organizational capacity
Salama Obaid Al Hameli
Department of Health, Abu
Dhabi, UAE
Sr. Analyst, Quality and Monitoring
Salama Alhameli is Senior Analyst in Quality Monitoring
Department at Abu Dhabi Health Authority. She has 7 years  of
experience in the health sector, and 4 years’ experience in quality
and patient experience.  Salama graduated from Zayed University
in International Studies Major combined with Applied Psychology.
In addition, she get her Executive Master’s in Public Administration
from Zayed University, partnered with The University of Utah.
Turki Al Shariti
King Fahad Medical City, KSA
Chairperson, Documents and Information
Dept.
A seasoned professional in the field of archiving and automation
of documents, Mr. Turki Al Shariti equipped with his Bachelor
Degree in Business Administration, a Certified Oracle Professional
and certified as Training Professional. His professional career
in automation began in 2002 at Military Hospital. His proven
enthusiasm and dedication brought forth the success of his
1st project, converting more than 500,000 files into electronic
data. His achievements continued as he pursued with another
automation project in 2006 at King Fahad Medical City as
chairperson of Documentation Department and completed the
conversion of 400,000 administrative documents into electronic
data available in the system. Mr. Al Shariti then joined Health
Information Management as chairperson of Record and Content
Management (formerly known as Medical Records Department).
Mr. Al Shariti, a naturally proactive worked on HIM Chart Viewer
System, successfully covering all expired patient files from 2003 up
to 2011, and in 14 months' duration of the project has achieved the
complete electronic archiving of active and inactive patient files.
Initiation of Archiving Project, which will ensure provision of KFMC
Administrative Documentation and Information in an accessible,
systematic and secured paperless environment. While performing
his leadership tasks, Mr. Turki also has actively participated in key
committees such as Medical Records Committee, Documentation
Committee, Recycle Documentation Committee, Promotion
and Transfer Committee, and Employee Rights Committee;
internationally, he is an active member of International Council in
Archiving, Paris, France; Association Computer, Saudi Arabia; and
Saudi Association of Health Institute, Saudi Arabia.
Dr Sheriff Sahadulla
KIMS Healthcare Group, UAE
Chief Executive Officer
Dr. Sheriff Sahadulla is the Chief Executive Officer of KIMS
Healthcare Group, a major healthcare provider based in India
and GCC with more than 20 hospitals and medical centres across
different geographies. Prior to joining KIMS, Dr. Sheriff was based
in Boston and held the position of Regional Medical Director for
TEAMHealth, a National Healthcare Management Company. Dr.
Sheriff has also held the position of Medical Director and President
of the Medical Staff, St. Joseph Hospital, Nashua. He obtained his
MD from Tufts University in Boston and his Post graduate training
in Internal Medicine at the University of Michigan. Dr. Sheriff is
American Board Certified in Internal Medicine and is also a Senior
Fellow of Hospital Medicine. He has won several awards including
TOP DOCTOR by New Hampshire Magazine in 2011 and 2014. He
was awarded the Team Health Regional Medical Director/VP of the
year award in 2014.
 John Morris Lamia Al Faleh
JXD Consultants, UK Sultan Bin Abdulaziz
Director Humanitarian City, KSA
Assistant Director of Rehabilitation program
John Morris is an MBA graduate from the Open University, an ex & Services
RAF technician and 33 year veteran from Intel Corporation where
Lamia Al Faleh is an Assistant Director of Rehabilitation Programs and
he managed business interests in a variety of countries including
Services at Sultan bin Abdulaziz Humanitarian City, Riyadh, Saudi
Russia, US and Poland as well as the UK. He is a passionate advocate
Arabia which is one of the largest rehabilitation centers in the middle
for delivering exceptional customer experience with a proven
east. Lamia has 14 years of experience in Rehabilitation including
record of driving CRM solutions, business improvement and
her role as a physical therapist, clinical services development and
change through a combination of people and team development,
leading interdisciplinary team in several programs. Her clinical
strong operational thinking and innovative business management.
experiences include arrays of areas in neurorehabilitation with
During his career he has created and led Technical, IT and
interest in Spinal cord injuries, stroke and degenerative diseases.
Operational teams across Europe and US. John has been involved
Additionally, she has experience in establishing and developing
in and led numerous projects involved in Quality management,
new clinical services and programs which include Seating and
Customer Support, Technical Sales, CRM / PRM, Sales Operations
positioning service and Lymphedema program. Lamia is also
and Customer Experience. These have been developed within
involved in quality assurance projects and accreditation readiness
the context of Technical, Operational and IT businesses both
especially for the Commission on Accreditation of Rehabilitation
within the UK and abroad including Russia, Poland and US.
Facilities (CARF) as she is the team leader for the comprehensive
Chronologically, John began his career with the Royal Air Force as
integrated inpatient rehabilitation program. Lamia is an advocate
an aircraft technician transitioned into industry in 1981 joining Intel
of patient experience, patient centered care through ensuring
Corp. Moving through a variety of customer touch and back office
value and optimal outcomes of the services as well as engagement
disciplines including Technical Support, Market Development and
of patients in their care. One of the main projects she has led was
Product Quality before moving into management and leadership
developing an integrated rehabilitation documentation process
positions covering Technical and Operational teams and directing
based on the WHO international calcification of function and
IT for Intel in EMEA. He is now leveraging the knowledge gained
disability, which enhanced the practices and communication
from his variety of experiences to provide transformation support
within the interdisciplinary team and addressing the patient
for businesses and co-authoring a book on the delivery and
preferences and goals. Lamia holds a MSc. In Neurorehabilitation,
implementation of Customer Experience.
and had participated in many international conferences and
local workshops as a speaker. She was the head of the scientific
Andrew Wells committee for the first international patient experience summit
held in Riyadh 2018 in collaboration with Cleveland clinic.
Serco, UAE
Client Director - Health

Passionate about transformational change and working with

clients to improve public services. Andrew develops innovative
and patient centered service solutions across the Healthcare
sector. His experience covers the development of solutions in
Pathology Transformation, Acute Hospital Transformation, Primary
Care, Enabling Services and Facilities Management. Andrew has
been with Serco since 2009 and has worked in the Middle East
region since 2012