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To achieve this, we have set the following standards to create a welcoming atmosphere throughout the hospital:

1. Warm Greetings: All hospital staff should greet each other and guests with a smile and a warm hello (السلام عليكم) when they are in close proximity. However, it is important to respect cultural norms regarding smiling at guests of the opposite gender.
2. Symbol of Happiness: To promote happiness, smiling, and greetings as part of the hospital’s theme, we aim to design a logo that embodies this idea and is easily recognizable to all staff and guests.
3. Personalized Welcome: In every department, it is expected that hospital staff warmly welcome every patient by standing, smiling, and using appropriate greeting phrases. If appropriate, they may engage in a handshake and socialization to create a friendly and comforting environment.
4. Respectful Communication: When calling a guest (patient or relative), it is recommended to use respectful terms such as “أستاذ” or “أستاذة.” It is important to avoid using less formal terms like “يا عم” or “يا خالة” or “يا ماما,” as some guests may find them lacking in prestige.
5. Gratitude and Appreciation: At the end of any staff-guest encounter, our communication standard includes standing, smiling, expressing thanks and appreciation, and placing the right hand on the chest. For example, “شكراً لك، تشرفت بخدمتك” (Thank you, it was my pleasure to serve you). Adding an appropriate prayer or well-wishing phrase if suitable, such as “أجر وعافية إن شاء الله.”
6. Guest Assistance: If a guest asks a staff member for help, it should be considered the staff member’s top priority to assist the guest. The staff member should find a solution or involve another staff member, ensuring that the guest’s request is addressed without the need for repeated follow-ups.

To enhance the humanized healthcare experience, the following resources and regulations are important:

Resources to Enhance Humanized Healthcare:

1. Patient Education: Provide comprehensive patient education through informative materials, workshops, or seminars. Utilize social media platforms to involve hospital physicians in health education initiatives, increasing the hospital’s visibility and reach.
2. Online Resources: Develop a dedicated section on the hospital’s website focused on patient education. This section should offer easily understandable information, frequently asked questions (FAQs), and additional resources as a valuable reference for patients.
3. Communication Channels: Offer a range of communication channels, including E-consultations, phone calls, emails, and secure online portals, to cater to patients’ preferences and convenience.
4. Patient Support Groups: Promote the creation of support groups for patients with chronic illnesses or establish connections with peer mentors who have undergone similar experiences (e.g., WhatsApp Groups). This fosters emotional support and a sense of community among patients.
5. Spiritual Care: Recognize the importance of spiritual healing for patients and ensure a dedicated religious therapy team is available upon request.

Regulations to Enhance Humanized Healthcare at Outpatient Clinics:

1. Appearance: All staff should maintain a tidy and professional appearance, adhering to the hospital’s dress code.
2. Family Physician or General Practitioner (GP) Triage: To deliver comprehensive healthcare and optimize the patient’s journey towards specialist consultations, it is crucial to have patients undergo an initial evaluation by a General Practitioner (GP). This approach enables a thorough assessment of their overall health and medical history, empowering the GP to address immediate concerns, conduct necessary routine check-ups, and provide a wide range of healthcare services. This meticulous process ensures that patients are well-informed and adequately prepared prior to their specialist appointments, leading to more focused and productive consultations.
3. Consistent Staff Assignments: Strive for consistent staff assignments to foster rapport between patients and their care team over time. This consistency promotes trust and continuity of care.
4. Feedback Mechanisms: Implement reliable feedback mechanisms such as guest experience surveys or suggestion boxes to actively gather patient input. This enables continuous improvement in communication and services provided by the hospital.
5. Staff Well-being: Recognize the well-being of hospital staff who provide care with hospitality, humanity, and happiness. Consider the following measures:
   • Physicians working in outpatient clinics for extended periods should have 15-minute break every 2-3 hours.
   • Provide a quiet, relaxing, and spacious private area within the hospital where stressed physicians can take time off during long working hours and stressful situations. This space can also serve as a gathering place for colleagues, offering amenities like refreshments, exercise options, or access to entertainment (e.g., TV).

Regulations to Enhance Humanize Healthcare at the Wards:

1. Bedside Barcodes: Display a bedside barcode with all essential extensions.
2. Guest Experience Daily Rounds: Conduct daily rounds to assess and address patients’ non-medical needs, and evaluate their satisfaction levels.
3. Quiet Hours: Maintain quiet hours from 11 pm to 7 am, refraining from disturbing the patient or entering their room unless necessary. Avoid room cleaning and scheduling medications during this period.
4. Noise Reduction: Implement a noise-gram in all clinical areas to minimize loud noise during quiet hours and maintain a noise-free environment. Refrain from laughter during rounds or quiet hours.
5. Complimentary Amenities: Provide complimentary dry and wet amenities to both the patient and their companion. Customize patient gowns to resemble pajamas with the hospital logo.
6. Privacy and Mobile Phone Etiquette: Avoid answering mobile phone calls in the patient’s room to maintain privacy and create a respectful environment.
7. Odor Sensitivity: Refrain from using strong odors such as smoke, oud, or strong perfumes during rounds to accommodate patients who may be sensitive to them.
8. Professionalism: Refrain from consuming coffee while attending to patients to maintain a professional image and focus on patient care.

By implementing these regulations and utilizing these resources, we can enhance the humanization of healthcare and provide an exceptional experience for our guests at Al Murjan Hospital.

For Detailed Physicians Standards: Click Here

For Detailed Nurses Standards: Click Here

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