Vision
The Quality Department at AWMV seeks to ensure the dissemination of the quality,
safety, and customer services culture throughout the hospital, to promote quality of
care, ensure patient and staff safety and decrease potential risks as per national
and international standards.
Mission
Achieve the set Quality policy, and maintain the integrity and continuous improvement
of the quality system and risk management in a “patient-centered approach”, and to
satisfy patient’s needs and expectations according to the Lebanese hospitals
accreditation standards and ISO 9001-2015 requirements.
Quality Policy
- Ain Wazein Medical Village management, medical staff and employees, seeking to
attain Total Quality Management as a Strategic Objective- are committed to a
policy of total quality, productivity and service in accordance with ISO
9001:2008 and shall ensure that this policy is understood, implemented,
maintained and improved throughout the hospital. - Ain Wazein Medical Village has the objective of emphasizing a customer-centered
approach in all of its activities and through each of its units and departments,
by addressing the needs of its customers and enhancing their satisfaction, by
continuously boosting the employees’ morals and improving their competencies, by
enrolling experienced professionals, and providing them with continuous
education, thus providing its customers with comprehensive, accessible and
competent health care services in a cost-effective way. Ain Wazein Medical
Village has enlarged its relationships and affiliation with other international
hospitals and universities to improve and enhance the quality of the services
rendered to its customer. - Ain Wazein Medical Village through its Quality Management Reviews ensures the
continuous maintenance and improvement of the Quality Management System, and
continually assesses and reviews its objectives, indicators and targets to
promote the quality of the services and the performance of its employees, hence
promoting quality healthcare through ensuring the continuity, coherence and
safety of patient care.
Activities
The Quality Department at AWMV:
- Coordinates the performance improvement, patient safety, patient rights and
patient information that are dedicated to high quality of care and patient
satisfaction - Ensures monitoring of the quality of provided care and acts to rectify
deficiencies through a hospital-wide quality improvement approach - Ensures that the AWMV processes meet customer requirements and expectations
The main activities of the department include but are not limited to:
- Maintain Quality Management System (QMS) through applying national and
international quality standards - Management of the Hospital Wide Quality Improvement Plan
- Management and follow-up of the Hospital Wide Risk Management Plan
- Management and follow-up of incidents/accidents process along with hazard
identification monitoring and follow-up - Management of patient & staff satisfaction, complaints, and customer feedbacks
- Management of Hospital Wide Internal and External Audits and Surveillance
- Management of policies and procedures
- Control of documents and records
- Planning and execution of trainings regarding quality, safety, risk, and
customer services, participation in the general and specific orientation of new
staff and reception and follow-up of trainees
QMS organizational chart: Link to the organizational
chart
Location
The Quality Department offices are located at the Ground Floor.
About us
Mission
- Ensure that the Culture of quality and safety is disseminated throughout the
hospital in a “patient-centered approach”, and to satisfy patient’s needs and
expectations according to the Lebanese Hospitals Accreditation Standards and ISO
9001-2015 requirements. - Ensure monitoring of the quality of provided care, risks and hazards, and act to
rectify deficiencies through a hospital-wide quality and risk management
improvement approach. - Maximize customer satisfaction through spreading customer-centered culture and
respect of patient rights and responsibilities.
Vision
The Quality & Risk Management Department seeks to ensure the dissemination of the
quality, safety, and customer services culture throughout the hospital, to promote
quality of care, ensure patient and staff safety and decrease potential risks as per
national and international standards.
Services
Quality:
- Achieve the set Quality policy, and maintain the integrity and continuous
improvement of the quality system. - Maintain Quality Management System (QMS) through applying national and
international quality standards. - Management of the Hospital Wide Quality Improvement Plan & Monitoring of a set
of Key Performance Indicators at AWH level. - Management of policies and procedures through:
- Distribution and maintenance of all policies and procedures manuals by
adding newly approved and updating revised multidisciplinary policies
and procedures - Assistance of AWMV departments in the preparation of their internal
operating policies and procedures manuals - Control of documents and records.
- Distribution and maintenance of all policies and procedures manuals by
- Management of Hospital Wide Internal and External Audits and Surveillance &
Provision of follow-up reports of those Audits - Management of corrective & preventive actions
- Planning and execution of trainings (Lectures and workshops) regarding quality,
safety, risk and customer services - Participation in the general and specific orientation of new staff and reception
and follow up of trainees
Safety
- Management and follow up of the Hospital Wide Risk Management Plan
- Management and follow up of incidents/accidents process along with hazard
identification monitoring and follow up - Participation in root cause analysis and other process analysis teams to
investigate sentinel events and near misses
Accreditation and Compliance
- Review, revise and/or develop Quality Management policies, procedures and
guidelines - Ensure adequate use and conformity of Quality documents and records
- Ensure application, adequate tracking and follow up of applied standards and
legal requirements
Customer Services
- Ensures that the AWMV processes meet customer requirements and expectations
- Management of patient & staff satisfaction, complaints, and customer feedbacks
Accreditation / Certification
Missions:
Ensure compliance of Ain Wazein Hospital with the national and the international
accreditation standards, track and monitor accreditation activities throughout the
Hospital.
Lebanese Accreditation
AWH has been classified as Class A in 2005 and, in 2011 it has been accredited
without any reserves.
ISO 9001-2015 Certification
AWMV has been first certified in the year 2017 and recertified in 2020 by the TUV
Certification body with no non conformities; knowing that the hospital was
previously certified by ISO 9001:2008
Quality Policy
AIN WAZEIN MEDICAL VILLAGE management, medical staff and employees, seeking to attain
Total Quality Management as a Strategic Objective – are committed to a policy of
total quality, productivity and service in accordance with ISO 9001:2015 and shall
ensure that this policy is understood, implemented, maintained, improved and
continuously followed throughout the hospital.
AIN WAZEIN VILLAGE has the objective of emphasizing a customer-centered approach in
all of its activities and through each of its units and departments, by addressing
the needs of its customers and enhancing their satisfaction, by continuously
boosting the employees’ morals and improving their competencies, by enrolling
experienced professionals, and providing them with continuous education, thus
providing its customers with comprehensive, accessible and competent health care
services in a cost effective way. AIN WAZEIN VILLAGE has enlarged its relationships
and affiliation with other international hospitals and universities to improve and
enhance the quality of the services rendered to its customer.
AIN WAZEIN VILLAGE through its Quality Management Reviews ensures the continuous
monitoring and improvement of the Quality Management System, and continually
assesses and reviews its objectives, indicators and targets to promote the quality
of the services and the performance of its employees, hence promoting quality
healthcare through ensuring the continuity, coherence and safety of patient care.
Staff
| Name | Title | Extension | |
|---|---|---|---|
| Bouchra Bou Abbass | Quality and Risk Management Director | Boshra.abbas@awmedicalvillage.org | 2037 |
| Jana Al HASSANIEH | Senior Quality Officer | quality.officer@awmedicalvillage.org | 2041 |
| Manar Haydar | Senior Safety Officer | safety.officer@awmedicalvillage.org | 2042 |
| Rasha Bou Hamdan | Acting Customer Services Officer | Customer.services@awmedicalvillage.org | 2023 |
Working Hours
AWMV official working hours:
- Monday – Friday from 8:30 am to 5:00 pm
- Saturday from 8:30 am – 3:00 pm
Location:
AWMV, Ground Floor
Mission
The MIS department strive to provide the hospital’s employees, doctors, patients, visitors and trainees with a secure and reliable information technology solutions such as the in house developed Hospital Information System “Sina”, SAP b1, PACS, Mosaiq and many other solutions. The Sina system has grown over the years to supports the entire hospital operations and all departments, from patient admission to discharge, doctors’ and nurses’ notes, laboratory and radiology tests, electronic medical records, OPD, Cost center calculation, employees’ attendance and payroll management and much more services. In its aim for excellence, the MIS department is always in the process of providing access to new technology, developing and updating its software and hardware in a cost effective manner that covers the hospital’s needs and suits its futuristic goals.
Services
- Maintain a working HIS “Sina” through continuous update of Sina modules and
development on new ones - Manage technology vendor relationships and contracts
- Provide the needed IT resources
- Assure users support and training
- Handling security, data protection and controlled access privileges
Achievements
- In house developed Hospital Information System since 1997.
- Help in achieving a paperless environment by automating many services.
- Installation of Sina system and hardware infrastructure at Al Jabal Hospital.
Staff:
| Name | Title | Extension | |
|---|---|---|---|
| Marwan DEBIEN | Head Department | marwan.debien@awmedicalvillage.org | 1200 |
| Ayman Halawi | IT Technician | ayman.halawi@awmedicalvillage.org | 1203 |
| Yazan Zebian | IT Technician | yazan.zebian@awmedicalvillage.org | 1202 |
| Hussein Al BUSTANY | Programmer | Hussein.albustany@awh.org.lb | 1201 |
| Ihab FARES | Programmer | Ihab.fares@awh.org.lb | 1202 |
| Chadi IBRAHIM | System Administrator | Chadi.ibrahim@awh.org.lb | 1203 |
| Taher ZEBIAN | Technician | Taher.zebian@awh.org.lb | 1204 |
Working Hours:
AWH official working hours:
Monday – Friday, 8:30 am – 5:00 pm
Saturday, 8:30 am – 3:00 pm
For emergency cases, there is an on-call available staff member.
Location:
Main office: AWH, Elderly Care Center building, 1st Floor
Workshop: AWH, Main building, Ground floor
About us
Procuring all the suppliers equipment and services required for operations and
patient care in a timely and cost-effective manner.
Aims
Procuring all the equipments and services required for the patient care and work
operations in a timely and effective cost-effective manner
Activities
- Purchase the highest quality merchandise at the lowest possible price and in
the right amounts - Prepare purchase orders, solicit bid proposals and review requisitions for
goods and services - Research and evaluate suppliers based on price, quality, service, support,
availability, reliability, production and distribution capabilities, and the
supplier’s reputation and history - Analyze price proposals, financial reports, and other data and information
to determine reasonable prices - Negotiate, or renegotiate, and administer contracts with suppliers, vendors,
and other representatives - Monitor orders to ensure that goods come in on time and follow up the
undelivered goods - Confer with staff, users, and vendors to discuss defective or unacceptable
goods or services and determine corrective action - Evaluate and monitor contract performance to ensure compliance with
contractual obligations and to determine need for changes - Receiving all purchased items
- Store products and goods as per the standards
- Manage institution fixed assets
- Periodic internal inventories
- Maintain and review records of items purchased, costs, delivery, product
performance, and inventories - Ensure standardization, cost effectiveness, and appropriate utilization of
the purchasing processes and resources
Purchasing committee:
Decide on the purchase of hospital goods, equipment, and materials that comply with the
institution’s mission and vision.
Working hours:
AWH official working hours:
- Monday – Friday, 8:30 am – 5:00 pm
- Saturday, 8:30 am – 3:00 pm
Location:
AWH, Elderly Care Center building, 1st Floor
Contact Us
Phone: 961 5 509 001 / ext 1290/1291
E-mail: purchasing@awh.org.lb
Mission
Without payment for goods and/or services, a business cannot survive.
For this reason, the collection department is one of its most valuable assets.
Our mission at Ain Wazein Medical Village Collection department is to maximize
the collection of debts by offering best in class service, worldwide reach and
cross-border expertise.
Activities
- Receiving vouchers from the billing department
- Sending the vouchers to the guarantors after reconciliation is done
- Collecting the payments from guarantors and other parties
- Closing the payments by journal entries // Liquidation of all payments
- Reviewing the aged debts and claims for it.
- Dealing with different kinds of accounts such as:
- Elderly Care Center account
- A/R (account receivables)
- N/R (note receivables)
- Main & public Guarantors
- Insurance companies
- Associations & individuals
- Other private accounts
- NSSF account (medicine)
- Follow up the discounts on vouchers
- Reconciliation billing and accounting (for all guarantors)
- Annual provision
Location:
Ground floor, behind the admission division 7
Extension:
2057
Members:
Head of Collection department: Nadine Chazbeck
Accountant: Carmen Kais
Accountant: Firas Btadini
Clerk: Samer Beaini
About us
The patient’s medical record is the most important document in the hospital; it
is a legal document. The information contained in the medical record allows
health care providers to provide continuity of care to individual patients.
The medical record serves as a basis for planning patient care, documenting
communication between the health care provider and any other health professional
contributing to the patient′s care.
In addition, the medical record plays a crucial role in:
- Educating medical students and resident physicians
- Providing data for internal hospital auditing and quality assurance
- Providing data for medical research
Mission
- Maintain all hospital records in a safe, secure, confidential environment
- Maintain clear, accurate, and complete medical records for every patient who was
admitted and discharged from the hospital, treated in the Emergency Department or
ambulatory care units, or received any service from AWMV - Support decision-making and financial reimbursement, depending directly on the
information contained in the Medical Record - Supervise all medical files and ensure their accuracy, completeness, and timeliness
of work as per established policies and procedures - Plan, develop, and supervise the implementation and maintenance of medical records
systems. Participate in developing policies and procedures on confidentiality,
patient registration, medical record content, documentation issues, and others
related to accreditation standards and ISO requirements
Services
- Providing medical record to inpatient, OPD and ER departments when requested
- Providing patient, or any authorized person on his/her behalf, a copy of his medical
file upon the approval of the concerned attending physician
Paperless strategy
The medical files have begun to be computerized since 1999, and currently is fully
computerized (all medical and nursing notes, consultations, orders, progress notes,
laboratory, pathology and radiology reports, discharge summary, physiotherapy notes,
dietitian notes, medications requests … ).
The electronic medical file provides the ability to rapidly find, retrieve, and share
documents between healthcare providers. A clear policy supported by all needed documents
related to information system downtime are set to ensure continuity of medical care and
smooth operational process.
The “Quality Assurance for Medical File
Committee” is responsible for:
- Setting clear procedures for the management of medical files
- Improving the documentation in the medical record through regular data collection and
analysis - Making sure that all forms are filled properly in the medical records
- Approving all forms to be used in the medical records
- Reviewing the quality indicator(s) related to medical records and suggesting improvement
plans (corrective and preventive actions)
How to request your medical records?
According to the Lebanese law, the patient has the right to obtain a copy of his/her medical
file based on his/her request and the approval of the concerned attending physician.
Confidentiality of information is our priority. A copy of the requested medical records is
delivered only to the patient or his/her next of kin upon the authorized approval of the
patient. The patient is requested to fill in the form “MC-FO-07 إطلاع المريض على ملفه
الطبـي” available in all nursing units along with his/her identification card.
The patient can authorize another person to obtain a copy of his/her medical record by
filling out and signing the form “MC-FO-07 إطلاع المريض على ملفه الطبـي, and attaching a
clear written authorization for the assigned person with a copy of the identification cards
for both the patient and the assigned person.
During specific situations, a copy of the medical file is given upon the approval of the
Medical Director.
Our Staff:
| Title | Extension | |
|---|---|---|
| Records Management Unit – Supervisor | archives@awmedicalvillage.org | 2971 |
Working Hours:
AWMV official working hours:
- Monday – Friday, 8:30 am – 5:00 pm
- Saturday, 8:30 am – 3:00 pm
Location:
AWMV, Main Building, Basement Floor (-2)
Contact Us:
Phone: 961 5 509 001 / ext. 2970-2971
E-mail: archives@awmedicalvillage.org
About us
The Social work services aim to provide assistance to individuals, families or
groups of patients and elderly to promote their well-being and to satisfy their
needs and to help them adjust to any problems resulting from illness, with
particular attention to vulnerable entities.
Services
The Social Worker strives to apply a methodological comprehensive intervention to reach
out to patients in need, and to assist them and their families in psychosocial,
emotional, and financial needs. He/She works with the healthcare team in the inpatient
units, ER department, and outpatient clinics to deliver the services needed.
The social worker listens, supports, advises, and directs people based on their needs.
He/she provides counseling based on accurate data, situation analysis, and evaluation of
intervention.
The social worker can also intervene at a more collective level, as part of what is now
called the ISIC (Social Intervention Collective Interest).
Types of Social Services provided:
- Providing social guidance and counseling to patients within the institution whether
through referral or by directly visiting patients through daily rounds. - Counseling to help patients and families develop their strengths and activating
resources to help solve their issues no matter what kind. - Coordinating with involved ministries and institutions to secure aid for patients
and to provide Health Insurance Cards for patients. - Following up on chronic patients by tracking their files and providing aid and
working to find solutions to outstanding issues. - Providing awareness campaigns for prevention of diseases, accidents, and other
social issues. - Working as part of an interdisciplinary team to follow up on patients’ admissions
and in-patient stay throughout discharge. - Working as a link between patients and associations or institutions to provide
financial assistance on medical bills and to investigate the problems patients are
suffering. - Referring patients to other organizations and programs that would better serve them
in solving their challenges or issues.
Financial services
- Providing Financial Aid to help with patient’s bills
- Advocating for vulnerable patients who need financial aid based on their
socio-economic situation
Social Assistance
- Assisting and empowering individuals to help them overcome their problems.
- Providing psychosocial support to patients and their families.
- Performing a social assessment on patients to help locate resources for patients who
need it most. - Organizing seminars to educate patients and their families.
- Implementing recreational activities for patients and the elderly in the Elderly
Care Center. - Intervening when needed and advocating for patients in crisis.
- Working as a link between the elderly and their families.
- Networking with associations to provide donations for the elderly (medications –
first needs – diapers). - Coordinating with the healthcare team to perform an evaluation of the monthly
elderly needs in the Elderly Care Center.
Our Staff:
| Name | Title | Extension | |
|---|---|---|---|
| Hazar HAYDAR | Social Worker in AWMV | Shadia.thebian@awmedicalvillage.org | 2007 |
| Shadia THEBIAN | Medical Social Worker at Elderly Care Center | Geriatric.social@awmedicalvillage.org | 2007/4860 |
Working Hours:
AWMV official working hours:
- Monday – Friday, 8:30 am – 5:00 pm
- Saturday, 8:30 am – 3:00 pm
Location:
AWMV, Ground Floor
Elderly care center Building, Floor (-1)
Contact Us:
Phone: 961 5 509 001 /ext 2007/ 4860
E-mail: archives@awmedicalvillage.org
For Steps to be followed by patient / family in case of need for social or financial
services, please contact us on 05/509001/6, ext: 2007 0r 4860.