This case focuses on the King’s Hospital’s strategic approach for operational excellence as one of the most reputable and largest educational and medical institutions with the best clinical procedures, education, and research, in the UAE. This case highlights the dynamic evolution of the healthcare sector in the UAE that have elevated the market competition through newly established hospitals and inflow of private equity funds. The case also brings up the key challenges that the King’s Hospital has to deal with, that is, the intensely competitive healthcare landscape, the variability of its performance management system, the substandard experiences of patients, and the luck of a motivational infrastructure and culture. To achieve long-term / sustainability, public hospitals like King’s Hospital should modify their services from conventional hospital-centred framework to patient-focused service framework to enhance patients’ experience. Hospitals should also adopt a provisional and manageable approach, and set hospitals’ operations according to their market strategies.
Case – Reference no. 621-0015-1
Authors: Muhammad Usman Tariq; Miroslav Mateev
Published by: Abu Dhabi School of Management
Originally published in: 2021
Length: 10 pages
Topics: Operations management; Business research; Quality Improvement Tools; Quality management & improvement; Quality system; Continuous improvement programme; Organisation strategy
