CORPORATE STRATEGIC PLAN 2019 - 2023 PRIMARY HEALTH CARE CORPORATION A Healthier Future for Our Families - Primary Health Care ...

CORPORATE STRATEGIC PLAN 2019 - 2023 PRIMARY HEALTH CARE CORPORATION A Healthier Future for Our Families - Primary Health Care ...
2019 – 2023
A Healthier Future for Our Families
CORPORATE STRATEGIC PLAN 2019 - 2023 PRIMARY HEALTH CARE CORPORATION A Healthier Future for Our Families - Primary Health Care ...
WELCOME ADDRESS                                                                                                              VISION, MISSION AND VALUES
A vast number of international evidence shows that             Our vision is ambitious yet detailed and achievable. Our      OUR FIVE-YEAR STRATEGIC PLAN IS DRIVEN BY OUR STRONG COMMITMENT
health systems oriented towards primary care achieve           strategic priorities remain steadfast. We have already
better health outcomes for lower overall costs, than
                                                                                                                             TO PHCC’S VISION, MISSION AND VALUES
                                                               increased our focus on prevention and wellness by
hospital care. This is an important phase of PHCC’s            creating a new Preventative Healthcare Directorate
development, as we continue to tackle a number of              as part of an improved organizational structure. We
national health challenges.                                    have strengthened our clinical leadership, and created

The life expectancy of our people has been constantly
                                                               a new AMD Directorate for Quality and Workforce               OUR VISION                                                  OUR VALUES
                                                               Development. This clearly shows our ongoing
improving, and in the coming decades, the quality of           commitment to patient safety and in developing our staff
life for the people in Qatar is at risk from the impact        to provide high quality services.                             To be the leader in transforming the health                 Efficiency and Quality
of their changing lifestyles. Although there is already a                                                                    and wellbeing of people’s lives in Qatar.                   Leadership and Collaboration
high prevalence of chronic conditions and associated           In the next five years, our attention will be on
risk factors, I have always been convinced that the best       transforming the way in which care is provided. The new       We will achieve this vision by transforming the way
                                                                                                                                                                                         Inclusion and Diversity
way to a healthy population is to focus on wellness and        National Health Strategy calls for a future family medicine   health care is provided in Qatar. To enable this, we will   Teamwork and Respect
prevention, and by having a comprehensive high quality         model of care based on better system collaboration            strengthen our engagement with key partners across the      Empowerment
primary health care service.                                   across the whole sector, and improved access to more          health system to shift the balance of care from curative,
                                                               comprehensive services in the community. We will all          hospital-based treatment to enhanced preventative,          Our values are the fundamental guiding principles of
PHCC has placed significant emphasis on developing             benefit from a commitment to put our patients at the          health and wellness services in the community. This         our organization. They enable us to operate as an elite
safe, high quality and person-centered health services         center in planning for a truly integrated model of high       will better align health care and resources toward an       organization, create a great working environment, and
across all PHCC Health Centers. Last year, we received         quality health services.                                      approach of person-centered, integrated care, with a        support a capable and empowered workforce to provide
the International Diamond Accreditation by Accreditation                                                                     focus on empowering people to make informed                 the best possible care and support for people and families.
Canada, which was a tremendous achievement for us.             The national strategy has set ambitious targets to            decisions for their health.
We remain focused on adding value into the health              improve health outcomes, and PHCC is committed
sector, and building on the momentum of the past               to supporting all our staff to act with professionalism,
two decades.                                                   compassion and commitment to our patients.
                                                                                                                             OUR MISSION                                                 OUR SERVICE VISION
As an organization, PHCC can be encouraged by                  It is my privilege and pleasure to work with the whole of
its achievements under the National Primary Health             the PHCC team. Each one of us has a vital contribution        To deliver comprehensive, integrated and
Care Strategy. We have upgraded and opened new                 to make to healthcare, whether as staff, stakeholder
primary care facilities, enhanced and delivered eight                                                                        coordinated person-centered health care                      Engage and inform people          When they need care,
                                                               or healthcare provider. I look forward to our collective                                                                   with the right information, so    ensure all patients have
transformative models of care to meet the greatest health      achievements in the next five years in advancing the          services in the community through focusing                   they are able to take greater     named physician and
needs of our communities, and strengthened the capacity        health and well being in Qatar through comprehensive,         on disease prevention, healthy lifestyles                    ownership of their health and     health team to support
                                                                                                                                                                                          wellness needs                    them
and capability of our workforce through additional             integrated, person-centered and affordable primary            and wellness. In partnership with our
investment, staff development and training.                    health care services as expressed in this Corporate           stakeholders, we will improve the health
                                                               Strategic Plan.                                               and wellbeing of our population.
We have also participated in sector-wide discussions and                                                                                                                                       TIMELY                            PRO ACTIVE
planning forums, which have ensured inter-connectedness        Dr Mariam Ali Abdulmalik                                                                                                    UNPLANNED CARE                          CARE
                                                                                                                             Who we are and what we do is captured in our mission.
across different levels of health care, placing primary care   Managing Director                                             As the preferred primary health care provider in Qatar,
as the first and continuous point of care in the health        Primary Health Care Corporation                               we are focused on providing excellent health care             INTEGRATED ACROSS
system in Qatar.                                                                                                                                                                                                            ROUTINE PLANNED
                                                                                                                             services in our PHCC health centers based in the               THE HEALTH SYSTEM                     CARE
                                                                                                                             community, centered on disease prevention, healthy
                                                                                                                             lifestyles and wellness. To enable this, we will continue
                                                                                                                             to strengthen our partnerships with our key stakeholders
                                                                                                                             to improve the health and wellbeing of people                 Ensure more health care         Provide patient centered,
                                                                                                                                                                                           services are delivered in       comprehensive, and
                                                                                                                             and families.                                                 community location, closer      coordinated primary care
                                                                                                                                                                                           to homes and workplaces         services in our expanding
                                                                                                                                                                                           of our patients                 health centers

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CORPORATE STRATEGIC PLAN 2019 - 2023 PRIMARY HEALTH CARE CORPORATION A Healthier Future for Our Families - Primary Health Care ...
Shaped around our vision, mission and values, our five-year strategic plan addresses several target
areas, which are all designed to achieve person-centered goals as seen in the diagram below:

                                                                                Accessible, timely
                                                                                high quality
All patients have a
                                                                                services available for
named physician and
                                                                                all communities
access to a trained health
team that provides
appropriate level of
advice, diagnoses and
treatment, with
continuity of care across
the health system and
                                                                                Easy access to health
coordinated health
                                                                                information and

Greater use of
information and
technology to improve
health care

                                                                                Reduced variability in
                                                                                quality of care and
                                                                                improved patient

Expansion of health
services delivered in
primary care led
community settings

                                                                                Patients routinely
                                                                                share decisions with
                                                                                their physicians and
                                                                                health teams
service developments
and quality
initiatives                                                                     An expanded, skilled,
                                                                                resilient and adaptable
                                                                                primary care
                                                                                workforce that is driven
                                                                                by commitment to
                                                                                continuous development
                                                                                and evidence-based

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CORPORATE STRATEGIC PLAN 2019 - 2023 PRIMARY HEALTH CARE CORPORATION A Healthier Future for Our Families - Primary Health Care ...
OUR STRATEGIC CONTEXT, AIMS                                                                                                 The NHS 2018-2022 identifies seven priority groups that
                                                                                                                            were selected on the basis of the existing demographic
                                                                                                                            and health needs of Qatar’s population. These priority
                                                                                                                                                                                       We at PHCC will ensure that the new national health
                                                                                                                                                                                       strategy will be implemented within primary care and
                                                                                                                                                                                       our corporate strategic plan.

AND PRIORITY AREAS                                                                                                          populations are:
                                                                                                                                                                                       During the development of our strategic plan, we
                                                                                                                            1. Healthy children and adolescents                        completed five executive-level strategic workshops,
                                                                                                                                                                                       launched the Staff Engagement Portal, including
                                                                                                                            2. Healthy women leading to healthy pregnancies            staff surveys to elicit ideas and gain feedback on our
                     Qatar National Vision 2030                                                                                                                                        Vision and Mission statements, and linked that into
                                                                                                                            3. Healthy and safe employees
                     To transform Qatar into an advanced society capable of achieving sustainable development by 2030                                                                  the NHS 2018-2022 planning sessions in order to
                                                                                                                            4. Mental health and wellbeing                             review, expand and develop our five-year plan.
                     National Development Strategy 2018-2022
    Strategic                                                                                                               5. Improved health for people with multiple chronic
                                                                                                                                conditions                                             We have also established guiding principles that
    Context          National Health Strategy 2018 – 2022
                                                                                                                                                                                       represent the views of our staff on what is needed
                     Our Health, Our Future                                                                                 6. Health and wellbeing for people with special needs      to attain our vision. This includes a commitment to
                                                                                                                            7. Healthy ageing                                          continue with an open and transparent desire to
                     Primary Health Care Corporation Corporate Strategic Plan 2019 – 2023
                                                                                                                                                                                       work collaboratively across the health sector toward
                     A Healthier Future for Our Families
                                                                                                                                                                                       a more combined, unified mode of delivering and
                                                                                                                                                                                       transforming health care in Qatar.
    Triple Aim      Better Health, Better Care, Better Value
                                                                                                                            The NHS 2018-2022 places an emphasis around
                    Healthy         Healthy         Healthy        Mental           Improved      Health and      Healthy   individuals and families, with the aim of changing the     We have reviewed our corporate structure to
                    children and    women           and safe       health and       health for    wellbeing       ageing    way the health system works – by moving from treating      ensure that it is fit for purpose. The review resulted
    7 Priority      adolescents     leading         employees      wellbeing        people with   for people                diseases to encouraging people to live prosperous,         in a refocused organizational structure, and the
    Populations                     to healthy                                      multiple      with special              healthy lives. It envisages a future model of care that    completion of a “functions and responsibilities”
                                    pregnancies                                     chronic       needs                     focuses on health promotion, prevention and wellbeing in   matrices exercise.
                                                                                    conditions                              the hopes of tackling Qatar’s growing health challenges
                                                                                                                            as seen in the statistics below:                           We will continue to follow an integrated and
                    High Quality    Focus on        Highly         Strong           Enhanced       Effective,
                                                                                                                                                                                       collaborative approach, starting from within
                    Integrated      Preventative    Skilled and    Partnerships     Primary Care Innovative
    6 Priority                                                                                                                                                                         our organization, which will be demonstrated
                    Family          Health          Motivated      with Patients,   System and     Organization
    Areas           Medicine
                    Model of
                                                    Workforce      Families and
                                                                                    for Care and
                                                                                                                              69%                              70.1%                   through our business units engaging and working
                                                                                                                                                                                       collaboratively across the organization and extending
                    Care                                                            Patient Safety                          of mortalities are because    of Qatari adults are         this positive behavior, attitude and leadership across
                                                                                                                            of chronic conditions         overweight                   our key stakeholders in the health sector to achieve
                                                    20 Strategic Goals                                                                                                                 collective success.
                                                   80 Strategic Activities                                                    43.9%                            88%
                                                                                                                            of Qatari adults have low     of Qatari children have
Since the first National Health Strategy (NHS) 2011-2016,         We are guided by the Triple Aim framework of Better       levels of physical activity   dental caries
great importance has been placed on primary care in               Health, Better Care and Better Value in all that we do
achieving the human health and development goals of
the National Vision 2030. The National Primary Health
                                                                  to help us optimize our performance and to achieve
                                                                  our desired outcome. The Triple Aim also aligns with
Care Strategy (NPHCS) 2013-2018 established strong                the vision of the NHS 2018-2022 to deliver change and     of mortalities are due to injury
foundations, which we will build on.                              improvements in the healthcare sector.

       BETTER HEALTH                         BETTER CARE                                BETTER VALUE

       Enhanced health and quality           Genuinely patient-centered,                Improved value from
       of life for the people of Qatar       high quality care, accessible              healthcare expenditure that
       through an aligned system             closer to home, and delivered              efficiently and effectively
       that works in partnership             in an integrated and                       produces better population
       to define and address                 coordinated way.                           health outcomes.
       population health needs.

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CORPORATE STRATEGIC PLAN 2019 - 2023 PRIMARY HEALTH CARE CORPORATION A Healthier Future for Our Families - Primary Health Care ...
Building on the success of the National Primary Health        Model of Care and Focus on Preventative Health, while
Care Strategy, and aligned to the goals of the NHS 2018-      the remaining four – Highly Skilled and Motivated
2022 and IHI’s Triple Aim framework of Better Health,         Workforce, Strong Partnerships with Patients, Families
Better Care and Better Value, PHCC’s strategic plan           and Communities, Enhanced Primary Care System
comprises six key priority areas, 20 strategic goals and 80   and Collaboration for High Quality Care and Patient
strategic activities.                                         Safety, Effective, Innovative Organization – are system
                                                              enablers that require broader national or corporate             BETTER                                           BETTER                                     BETTER
                                                                                                                              HEALTH                                            CARE                                      VALUE
Of the six priority areas, two are patient-centered           level interventions.
programs – High Quality Integrated Family Medicine

                                                                                                                        PROGRAMME OF ACTIVITY:                                             PROGRAMME OF ACTIVITY:
                                                                                                                        HIGH QUALITY, INTEGRATED FAMILY MEDICINE                           FOCUS ON PREVENTATIVE HEALTH
                                                                                                                        MODEL OF CARE
                                                                                                                                                                                           2.1 Increase Health Promotion and Wellbeing
                                                                                                                        1.1 Implement, High Quality, Integrated Family Medicine
                                                                                                                            Model of Care                                                  2.2 Provide Early Detection and Screening

                                                                                                                        1.2 Improve Timeliness of Service Provision and Increased          2.3 Ensure Health Protection and Communicable
                                                                                                                            Accessibility to Care                                              Disease Prevention

                                                                                                                        1.3 Deliver Comprehensive, Integrated and
                                                                                                                            Coordinated Care
                                                                                                                        1.4 Implement Regional Specialist Hubs

                                                                                                                        SYSTEM ENABLERS:                                                SYSTEM ENABLERS:
                                                                                                                        HIGHLY SKILLED AND MOTIVATED WORKFORCE                          ENHANCED PRIMARY CARE SYSTEM & COLLABORATION
                                                                                                                                                                                        FOR HIGH QUALITY CARE AND PATIENT SAFETY
                                                                                                                        3.1 Strengthen Workforce Planning and Sustainability
                                                                                                                        3.2 Enhance Workforce Development, Training and Research        5.1 Champion Patient Safety, and High Quality Services

                                                                                                                        3.3 Ensure High Performing Workforce & Environment              5.2 Improve Sector Capability and Collaboration

                                                                                                                        3.4 Create a Healthy and Safe Work Environment                  5.3 Support Strategic Partnerships and Sector Forums

                                                                                                                        STRONG PARTNERSHIP WITH PATIENTS, FAMILIEIS                     EFFECTIVE, INNOVATIVE ORGANISATONS
                                                                                                                        AND COMMUNITIES
                                                                                                                                                                                        6.1 Implement robust Internal Governance, System and
                                                                                                                        4.1 Understand Population Health Needs                             Performance
                                                                                                                        4.2 Actively Engage with Patients and the Community in          6.2 Centralise Data Intelligence, Monitoring and Surveillance
                                                                                                                           designing services                                           6.3 Innovate and Demonstrate Value for Money
                                                                                                                        4.3 Increase Health Literacy and Access to health information

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CORPORATE STRATEGIC PLAN 2019 - 2023 PRIMARY HEALTH CARE CORPORATION A Healthier Future for Our Families - Primary Health Care ...
TRANSFORMATION THROUGH                                                                                                                                      High trust relationship
                                                                                                                                                            Strategize with people at
                                                                                                                                                            the center
                                                                                                                                                                                                                          Skilled Leadership
                                                                                                                                                                                                                                                                                      Enabling sustained change

In order to realize our vision of becoming the leader in      As the first step to health care, PHCC has a central role
transforming the health and wellbeing of people’s lives       to play in this. Integrated care will improve timely access
in Qatar, an integrated approach to care is needed.           across the health care continuum in multiple settings and                                                                             NGOs
                                                                                                                                                                                                              Rehabilitation services
                                                                                                                                                                                                                                             Community organizations
This involves, among other things, strengthening our          levels of care – from prevention through to follow-up and


                                                              surveillance. We will offer care across the primary and                                                                                                                e
partnerships with our health partners, other health

                                                                                                                                                                           Sports club               are

institutions, private sector organizations, and leading       acute sectors to best support the person’s health needs,                                                                           it

international health care systems to collectively impact on   through use of multi-disciplinary clinical teams and in                                                                         m        Health Promotion                                               Schools and
                                                                                                                                                                                                      Key health promotion

improved health outcomes for Qatar.                           health locations where people can be cared for in the

                                                                                                                                                                                                      messages using social             Recognition &
                                                              community, closer to their homes.                                                                                                       media, apps                       Identitty
                                                                                                                                                           Pharmacies                                                                    -Population

                                                                                                                                         Care Management

                                                                                                                                                                                                                PATIENTS                   - Screening
                                                                                                                                                                                       -Routine checks         AND PUBLIC                     programs                             Big companies
                                                                                                                                                                                       -Wellness                                                                                   (worksite wellness)

                                                                                                                                                                                                                                                                    y Based Care
                                                                                                                                                                                       -Links into NGO
                                                                                                                                                      Tertiary Hospitals
                                                                                                                                                                                       and private

                                                                                                                                                                                                                                        Primary Medical

                                                                                                                                                                                                                                   -Booked appointment

                                                                                                                                                                                                                                   -Assessment &                               Health Centers
                                                                                                                                                                                                      Care planning



                                                                                                                                                                                                      care and support plan

                                                                                                                                                                                                                                 tory C

                                                                                                                                                                                                                                       are         Congregating events
                                                                                                                                                                                                                                                   (Health screening

                                                                                                                                                                                                                                                   at malls)


                                                                                                                                        Primary care                                   sme            Hospitals                                                                                     Qatar national health target
                                                                                                                                                                                          nt &
                                                                                                                                        medical home                                           Diagno                                                                                               performance is evaluated
                                                                                                                                        Delivers a ‘’medical                                         sis                                                                                            through system level indicators
                                                                                                                                        home’’ using a family                                                                                                                                       and outcomes measures to
                                                                                                                                        medicine model                                                                                                                                              achieve NHS targets.

                                                                                                                                        Focus on patient                              Clinically led and                    Right level of care at the right time                                   Bottom up service
                                                                                                                                        experience                                    designed                              in the right place                                                      improvement
                                                                                                                                        Patient and family                            Clinicians are                        The first and continuing point of access                                 Initiatives are sustainable and
                                                                                                                                        centered                                      empowered to take                     for most people. Focus on prevention,                                   clinicians at the forefront of
                                                                                                                                                                                      on leadership roles                   wellness and effective disease                                          service improvement

                                                                                                                            Key enablers to an integrated care approach include                                                2. To be patient and family-centered, and be easily accessible.
                                                                                                                            high trust relationships between health partners, skilled
                                                                                                                            leadership in transformation centered on what is best                                              3. To be clinically led, where clinicians are empowered to
                                                                                                                            for patients and families, and consistent and open                                                 take on leadership roles in the design and implementation
                                                                                                                            communications across all health professionals involved in                                         of integrated care processes.
                                                                                                                            the patient’s care.                                                                                4. To be the first and continuing point of access for
                                                                                                                                                                                                                               people, and to focus on prevention, wellness and effective
                                                                                                                            The key principles for Integrated Care are:                                                        disease management.
                                                                                                                            1. To deliver a “medical home” concept using the                                                   5. To encourage a bottom-up approach and to ensure high
                                                                                                                            Family Medicine Model (FMM) of care, in which each                                                 quality initiatives which are sustainable across the system.
                                                                                                                            patient has a named family physician, supported by a
                                                                                                                            multidisciplinary team. For patients with complex health                                           6. To achieve NHS 2018-2022 targets, where
                                                                                                                            needs, a personalized care plan developed with their family                                        performance is monitored and evaluated through health
                                                                                                                            physician, will be implemented by a nurse-led case manager.                                        system-level indicators.

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CORPORATE STRATEGIC PLAN 2019 - 2023 PRIMARY HEALTH CARE CORPORATION A Healthier Future for Our Families - Primary Health Care ...
HIGH-QUALITY, INTEGRATED FAMILY                                                                                            FOCUS ON PREVENTATIVE
MEDICINE MODEL OF CARE                                                                                                     HEALTH
STRATEGIC PRIORITY AREA 1                                                                                                  STRATEGIC PRIORITY AREA 2
Why focus on high-quality, integrated Family                  Where are we now?                                            Why focus on preventative health?                             Where are we now?
Medicine model of care?
                                                              At the end of 2018, the first phase of the FFM was           The essence of preventative health is a shift from curative   The prevalence of non-communicable diseases, and
The Family Medicine Model (FMM) supports people to            implemented in 12 PHCC health centers. This ensures          care to preventative care and wellness services. Our          associated risk factors in Qatar is high. Over 70 percent
live healthier lives in their communities, from a healthy     that all patients have a named family doctor supported by    vision is to empower people to take responsibility for        of Qatari adults are overweight, and premature death
birth, to a vibrant old-age free from the burden of           a multi-disciplinary team. There are integrated electronic   their own health and make healthy lifestyle choices. This     from NCDs is amongst the highest in the world.
disease. It provides a first step to your family’s health.    medical records, across primary and secondary care, with     includes health promotion and wellness interventions and
                                                              access for patients through the myHealth Portal.             services that educate people, encourage and empower           In 2015, 6.3 percent of deaths in Qatar were as a result of
Each person will have a named family practitioner,                                                                         them to adopt healthy behaviors that reduce their             communicable diseases, which are largely preventable.
supported by a professional team, who will provide            Our new facilities allow us to provide greater access        exposure to disease risk factors.
continuity of care for better health service quality and      to a wider range of services, improved coordination,                                                                       PHCC has established a range of services focusing on the
health outcomes.                                              integration and seamless delivery across the continuum of    Preventative services also focus on early detection of        promotion of health, and the prevention of illness and
                                                              health care.                                                 risk factors and screening for chronic diseases. Our          disease. We have invested in the infrastructure in new
The FMM will move the primary health care focus from                                                                       preventative health model of care includes services           Health and Wellness Centers to support our communities
disease treatment to disease prevention. It promotes                                                                       and practices that aim to protect people’s health by          towards healthier lives.
screening for early diagnosis of risk factors, and disease.      Our goals for 2023                                        appropriate immunization; preventing transmission
It provides better access to specialist services in the                                                                    of communicable diseases and infections; reducing
community, and effective management of stable chronic                                                                      multidrug resistant infections, and managing outbreaks
                                                                                                                                                                                            Our goals for 2023
                                                                1.1 Implement high quality integrated family
conditions, locally, close to the home.                                                                                    and epidemics.
                                                                   medicine model of care
                                                                - Complete the implementation of FMM across                                                                                 2.1 Increase health promotion and wellbeing
The FMM reflects a global shift in healthcare                                                                                                                                               - Expand targeted wellness programs, improving
                                                                   all health centers in mid-2019, expanding
management and approach, and will work in partnership                                                                                                                                          physical activity and healthy behaviours among
                                                                   core services, and reviewing pathways for key
with the patient, to meet their health goals.                                                                                                                                                  youth and adults
                                                                   population groups
                                                                                                                                                                                            - Support people to improve their health literacy,
                                                                1.2 Improve timeliness of service provision, and                                                                               and support behavior change, such as to quit
                                                                   increase accessibility to care                                                                                              smoking
                            Services fragmented and             - Continue the facilities expansion program for new                                                                         - Use mobile technology and social media to
                            non-continuous, provided                                                                                                                                           encourage healthy lifestyles
     Current State-                                                and replacement health centers, and wider access
                            by individual health care                                                                                                                                       - Develop wellness services for our key
     Polyclinic-type                                               options through technology and innovation
                            professionals with no clear
        service                                                 - Expand SMART health checks to the wider                                                                                      populations, mothers and newborn babies
                            relationship to the
                                                                   population                                                                                                                  children and adolescents
                                                                - Extend the home health care service to include
                                                                   post-natal visits                                                                                                        2.2 Provide early detection and screening
                                                                                                                                                                                            - Expand our national screening programs for
                                                                1.3 Deliver comprehensive, integrated and                                                                                      cancer, diabetes and cardiovascular disease
                                                                   coordinated care                                                                                                         - Extend screening to school children and
                                                                - Enhance NCD services in the community through                                                                                adolescents, supported with education on
                                                                   centralized coordination and case management,                                                                               healthy habits
                            Services integrated,
                            focused on continuity of               a broader range of specialist services, and self-
      Future State-                                                management programs                                                                                                      2.3 Ensure health protection and communicable
                            care, provided by an inter-
     Family Medicine        professional team, with a           - Improve local community services for priority                                                                                disease prevention
         Model              clear relationship to the              population groups                                                                                                        - Standardize and improve the surveillance and
                            patient/family                                                                                                                                                     outbreak management of multi-drug resistant
                                                                1.4 Implement regional specialist hubs                                                                                         organisms and infectious diseases
                                                                - Expand the scope of primary care to reduce                                                                                - Implement control and prevention programs for
Our integrated FMM will help people better manage                  outpatient waiting times, and expand access to                                                                              communicable diseases, and deliver immunization
their own health and reduce the need to be admitted to             diagnostic facilities in the community                                                                                      programs for vaccine preventable diseases
secondary care, improving patients’ independence
and wellbeing.

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CORPORATE STRATEGIC PLAN 2019 - 2023 PRIMARY HEALTH CARE CORPORATION A Healthier Future for Our Families - Primary Health Care ...
HIGHLY SKILLED AND MOTIVATED                                                                                      STRONG PARTNERSHIPS WITH
WORKFORCE                                                                                                         PATIENTS, FAMILIES AND COMMUNITIES

STRATEGIC PRIORITY AREA 3                                   Our goals for 2023                                    STRATEGIC PRIORITY AREA 4                                        Our goals for 2023
Why focus on a highly skilled and motivated                                                                       Why focus on strong partnerships with patients,
workforce?                                                  3.1 Strengthen workforce planning and                 families and communities?                                    4.1 Understand population health needs
                                                               sustainability                                                                                                  - Develop and implement PHCC’s Patient
PHCC recognizes that our skilled people are our most        - Further develop and implement our workforce         Our aim is for a service delivery model that is person-         Engagement Plan, including patients as
important resource, enabling high quality, safe services.      planning model, and human resource strategy,       centered, with genuine and meaningful patient                   partners and PHCC Friends’ group
Our vision for our workforce is to have a robust human         to support:                                        engagement and involvement. Patient engagement is
resource strategy in place, which will ensure that our      o Family Medicine Model                               an essential element to achieving better health, better      4.2 Actively engage with patients and the
motivated workforce can meet the current and future         o New Health Centers                                  care and better value. It is based on the premise that          community in designing services
health needs of the population with the right mix of        o Health and Wellness services                        patients who have more involvement in their own health
                                                                                                                                                                               -    Expand community engagement services,
competencies, skills and experience.                        o Non-communicable disease – prevention, and          care will be enabled to make better-informed decisions to
                                                                                                                                                                                    leverage social media opportunities and
                                                               effective management                               improve their health resulting in better, more affordable
                                                                                                                                                                                    enhance the patient portal
                                                            - Develop a career framework and clear                healthcare.
Where are we now?                                                                                                                                                              -    Review policies to enhance
                                                               development programs for leading Qataris and
                                                                                                                                                                                    people-centered care
                                                               clinical staff
PHCC employs a diverse workforce, across five main
job categories: doctors, nursing and dental assistants,     3.2 Enhance workforce development, training               Ooredoo                                                  4.3 Increase health literacy and access to health
allied health, health center support, and head office          and research                                           Customer Service                                            information
administration and management.                              - Implement the PHCC Learning & Development                                                                        -    Training and support for health literacy, self-
                                                               Strategy including:                                                                                                  management and self-care tools, especially for
With the introduction of the FMM and multi-disciplinary     o Professional developments and reflective                Hayyak                                                        patients and their families
teams, new preventive services and regional specialist         learning support                                       Customer Service                                         -    Expand school health programs and online
centers, we have developed a Learning and Development       o Peer-to-peer learning and community of practice                                                                       health promoting initiatives
Strategy to support the continuing education and               to aid sharing knowledge and experience
improvement of our people.                                     between teams                                          107
                                                            o Inter-professional development approach to              Patient Helpline
                                                               workplace learning                                                                                             View, communicate and collaborate on an evolving range of information:
                                                            o Academic partnerships to support PHCC careers
                                                                                                                                                                                            Health record
                                                            o e-Learning providing high quality and effective
                                                                                                                      Patient Forums & Patient                                              Care planning and health tracking
                                                               professional learning
                                                                                                                      Consultative Council                                                  Appointments and preventive care
                                                            o Framework for academic and clinical research
                                                                                                                                                                                            Decision making
                                                               to 2023
                                                                                                                                                                              PATIENTS      Patient-specific education                PROVIDERS
                                                                                                                      Patient Feedback and                                                  Prescription management
                                                            3.3 Ensure high performing workforce and
                                                                                                                      satisfaction surveys
                                                            - Ensure licensing and privileging supports
                                                               primary care model scope
                                                            - Enhance and standardize the role of project
                                                                                                                  PHCC has implemented services which we will
                                                               management to strengthen the execution of
                                                                                                                  continue to build upon, including:
                                                               programs and projects
                                                            - Build internal capacity to support quality
                                                                                                                  Patient experience policy | 107 Patient Help Line
                                                               improvements, patient safety and people-
                                                               centered care                                      Hayyak customer service | Sign language training

                                                                                                                  myHealth patient portal | Patient Forums
                                                            3.4 Create a healthy and safe work environment
                                                            - Establish and enhance a staff health clinic, with   iPad electronic patient feedback | SMS surveys on new
                                                               access to a wellness program
                                                                                                                  and existing services | Health promotion campaigns

                                                                                                                  Health coaches for diet, nutrition and exercise.

14   PRIMARY HEALTH CARE CORPORATION                                                                                                                                                                             CORPORATE STRATEGIC PLAN              15
ENHANCED PRIMARY CARE SYSTEM                                                                                                 EFFECTIVE, INNOVATIVE
AND COLLABORATION FOR HIGH                                                                                                   ORGANIZATION
                                                                                                                             STRATEGIC PRIORITY AREA 6                                           Our goals for 2023
STRATEGIC PRIORITY AREA 5                                              Our goals for 2023                                    Why focus on an effective, innovative organization?

Why focus on enhanced primary care system and                                                                                An effective, innovative organization is one that continually   6.1 Implement robust internal governance,
collaboration for high quality care and                                                                                      modernizes and improves itself, seeking to constantly              systems and performance
                                                                   5.1 Champion patient safety and high quality
patient safety?                                                                                                              improve the experience for its internal and external            -    Enhance new organizational structure with
                                                                                                                             stakeholders. We aim to deliver better outcomes for people           robust internal governance, a Clinical Services
                                                                   -    Ensure organization readiness for international
As Qatar’s leading provider of family medicine services,                                                                     by maximizing the value of technologies that enable better           Strategy, improved planning and analytics, and
                                                                        accreditation of service quality including people-
we recognize that we have a responsibility for the success                                                                   communication between the individual and the care team.              corporate performance management system
                                                                        centered care, and the EFQM government
of primary care and integrated family medicine, and                     standards
the need to be part of a strong and vibrant primary care                                                                                                                                     6.2 Centralize data intelligence, monitoring and
                                                                   -    Strengthen the culture of clinical audit for
system where all providers share in the aim to provide a                                                                     Where are we now?                                                  surveillance
                                                                        service improvement
comprehensive and integrated health service for everyone.                                                                                                                                    -    Conduct a primary care health needs analysis
                                                                                                                             We have implemented a new organizational structure to           -    Strengthen data collection and quality, and links
We proactively seek to develop strong partnerships and             5.2 Improve sector collaboration and capacity             deliver our corporate strategic plan. Its aim is to focus            to health partners
full sector collaboration to ensure that people receive high       -    Establish a primary care network between all         on our people-centered service delivery through family
quality health services, fully integrated across levels of care,        primary care providers in the State                  medicine, prevention and wellness, improving clinical
                                                                                                                                                                                             6.3 Innovate and demonstrate value for money
and increasingly delivered to people in their communities.         -    Provide a focus on clinical governance and           leadership and governance. Its success will depend on the
                                                                                                                             whole organization being effective through its supporting       -    Implement tele-health and e-health strategy
                                                                                                                             corporate services and adopting new technology                       innovations
                                                                   -    Support the new health insurance system, and
Where are we now?                                                                                                            and innovation.                                                 -    Implement clinical workforce plan to support
                                                                        private sector partnerships
                                                                                                                                                                                                  new roles, and expanded scope of practice, for
Primary care in Qatar is diverse, with over 250 private                                                                      Value for money is achieved by minimizing duplication                primary model of care
                                                                   5.3 Support strategic partnerships and sector
health centers, clinics, polyclinics and dental clinics.                                                                     and reducing waste across the health system, delivering         -    Establish a quality and safety innovation zone
However, PHCC employs the majority of family                                                                                 seamless integrated care in collaboration with our health       -    Undertake a value for money review of primary
physicians, with specialist training in Family Medicine.           -    Strengthen strategic relationships with local,       partners, and reducing inappropriate hospital admissions             health care
With this strong base and the infrastructure of new                     regional and international organizations and         and hospital outpatient consultations. PHCC, through the
facilities and integrated electronic medical records, there             partners                                             National Leadership of Integrated Care, has the opportunity
is a good foundation to build the future integrated model                                                                    and responsibility to deliver a more integrated effective
of care across the State.                                                                                                    health system.

16   PRIMARY HEALTH CARE CORPORATION                                                                                                                                                                                      CORPORATE STRATEGIC PLAN    17
Knowing that the health and wellbeing of future                                Our core services need to be delivered in a transformed                                                     2019                      2020                         2021                              2022                          2023
generations is founded on how successful our health                            way, they need to be proactive and routinely planned,
                                                                                                                                                                                                          Creation and           Learning and Development
system is in the next decade, we are committed to                              and integrated across the whole health care system. Our                                                                    Implementation of      Committee to oversee                  Deliver accredited professional learning,
                                                                                                                                                                HIGHLY SKILLED   Update                   HR and OD              delivery of L&D Strategy &            development and education plans. Establish a
ensuring the successful and complete delivery of the                           implementation roadmap covers the six priority areas and                         AND MOTIVATED    Medium Term                                                                           framework for coaching, mentorship and
                                                                                                                                                                                                          Strategy               Action Plan
corporate strategic plan over the next five years.                             new services planned.                                                            WORKFORCE        Workforce Plan                                                                        preceptorship programs. Work across PHCC,
                                                                                                                                                                                                          PHCC's staff clinic with expanded wellness programs,         Ministerial Partners to support Qatarization
                                                                                                                                                                                                          workplace safety programs etc

                            2019                         2020                          2021                           2022                           2023                        Leverage an active                                                Expand school based
                                                                                                                                                                STRONG                                   Community        Staff training in
                                                                                                                                                                                 social media                                                      health programs to                 Ongoing staff training in
                                                                                                                                                                PARTNERSHIPS                             engagement       health
                                                                                                                                                                                 campaign. Activate a                                              include technology in              health literacy,
                                         FMM expanded to                   Extended specialist services                                                         WITH PATIENTS,                           in review of     literacy,self-manage
                    Implemented                                                                                        FMM Innovation & Improvements                             national                                                          schools to direct children         self-management and
                                         additional primary care           in the community,                                                                    FAMILIES                                 policy           ment and self-care
                    FMM in all HCs                                                                                                                                               communications &                                                  to online health                   self-care tools online
                                         services and MDTs                 including diagnostic tools                                                           & COMMUNITIES                            documents        tools online
                                                                                                                                                                                 branding exercise                                                 promotion initiatives

                    Co-locate         School Oral                                                            Delivery against the various Priority Population
                                      Health Program       Home Health Care Team aligned to HMC                                                                                            Organizational
 INTEGRATED         Urgent                                                                                   Groups Plans in relation to comprehensive,                          Corporate                     Strengthen                  National health
                                      for all school       and National Integrated Care Program                                                                                            governance and
 FAMILY             Care Service                                                                             integrated and coordinated FMM care                                 Quality &                     relationship &              insurance implemented.
                                      children                                                                                                                  ENHANCED                   clinical                                                                          Ongoing relationships and partnerships
 MEDICINE           at ED                                                                                                                                                        Safety Plan                   partnerships with           Emergency plans
                                                                                                                                                                PRIMARY                    leadership                                                                        across the health sector, other government
                                                                                                                                                                                 developed                     international               implemented.
                                                                                                                                                                CARE SYSTEM &              enhanced.                                                                         organizations, and international platforms
                                        Integrated Care                                                                                                                                                        organizations.              Public Private
                   Service Plan for                                                                        Continuing to meet the future needs of the           COLLABORATION              National Primary                                                                  to support the strategic direction of PHCC
                                        Pathways for people           PHCC Healthy Ageing Plan                                                                                   2020 AC                       Academic Partnerships       Partnerships
                   people with                                                                             community and NHS National Taskforce                                            Care Network
                                        with Drug & Alcohol           & Key Initiatives                                                                                          needs met established.        to embed L&D                established.
                   Special Needs                                                                           5 YR Plans

                                                                                                                                                                                                     Strengthen                                  Implement a clinical workforce
                                                     Establish oral                                       Implement comprehensive range of surveillance,                                                                Implement Corporate      plan to support new service          Technology, Workforce and Value
                    Expand              Increase                         Implement Wellness                                                                     EFFECTIVE,       Develop a           planning and
                                                     health                                               control and prevention programs for communicable                                                              Performance              models and workforce initiatives     for Money innovations developed
 PREVENTATIVE       national            population                       community interventions                                                                                 Clinical Services   analytics
                                                     screening for                                        disease. Deliver an effective immunization program    INNOVATIVE                                              Management System,                                            and implemented according to
 HEALTH             Breast & Bowel      based                            for priority population                                                                                 Strategy Quality    Carry out                                   Value for Money review of
                                                     young children                                       and campaigns for vaccine preventable diseases.       ORGANISATION                                            using the Balanced                                            Better Health, Better Care and
                    Screening           screening                        groups                                                                                                  & Safety            health needs                                primary care expenditure
                                                     to adolescents                                       Enhance and implement IPAC program.                                                                           Scorecard tool                                                Better Value
                                                                                                                                                                                                     assessment                                  completed

18   PRIMARY HEALTH CARE CORPORATION                                                                                                                                                                                                                                                 CORPORATE STRATEGIC PLAN             19

Monitoring our performance is an important element in the     This system will also ensure that effective development,    The effectiveness of our strategy will be monitored using specific indicators
implementation of our strategic plan as it helps us improve   operations and quality standards meet the internal and      defined at three levels:
and raise the levels of our services. PHCC’s monitoring       external reporting requirements, and informs future
and evaluation system aims to systematically track the        development and planning.                                   • Organization-wide – includes service, program and corporate strategy indicators and milestones
implementation of our five-year strategy and measure the                                                                  • Primary Care System Measures – patient and population level
effectiveness of our work through improvements in health
                                                                                                                          • National targets under the NHS 2018-2022
outcomes and impact of the plan on people and families.

                                                                                                                                                                                       Identifies/ clarifies
                                                                                                                                                                                      needs and objective

                                                                                                                                                                                     Strategy and Planning
                                                                                                                                                                                      setting priorities and
                                                                                                                                           Impact                                           strategies

                                                                                                                                                         Evaluation and Service
                                                                                                                                          Outcomes       Improvement/ Design
                                                                                                                         Programme to
                                                                                                                           population                   Mid-Term
                                                                                                                                                        Assessment                   OUR PLANNING                   Budgeting and
                                                                                                                                          Outputs                                  AND PERFORMANCE                Operational Planning
                                                                                                                         Monitoring and
                                                                                                                           Evaluation                                                 FRAMEWORK
                                                                                                                                                            Monitoring and
                                                                                                                                                                                      Implementing and

                                                                                                                                                                     Responsive to Needs                Delivery of Service

                                                                                                                                                                                      Individuals, Families,
                                                                                                                                                                                    Communities, Population

                                                                                                                          The balanced scorecard methodology within PHCC’s monitoring and evaluation cycle will plan,
                                                                                                                          execute, monitor, align and translate our strategy performance across four major business
                                                                                                                          perspectives: financial; customer; internal and learning and development, and the Triple Aim
                                                                                                                          framework of Better Health, Better Care, Better Value. It will also assess our performance across
                                                                                                                          the functions of the organization.

                                                                                                                          This structured approach will also ensure that future performance management processes are
                                                                                                                          founded upon a robust assessment of the delivery of our strategic priorities over the next five
                                                                                                                          years. Staff will have clearer visibility of how they directly contribute to the achievements of the
                                                                                                                          PHCC’s strategic priorities and goals.

20   PRIMARY HEALTH CARE CORPORATION                                                                                                                                                                              CORPORATE STRATEGIC PLAN   21
Adolescent Health Check service
                                                   MADINAT AL SHAMAL
                                                                                                                                                  Operating Primary Health Center

Audiology                                                                                                                                         1.    Airport Health Center
                                                                                                                                                  2.    West Bay Health Center
Cancer screening                                                                                                                                  3.
                                                                                                                                                        Umm Ghuwailina Health Center
                                                                                                                                                        Omar Bin Khatab Health Center

                                                                                                                                                  5.    Al Wakra Health Center
                                                                                                                                                  6.    Rawdat Al Khail Health Center
                                                                                                                                                  7.    Al Thumama Health Center
Chronic Back Pain                                               GHUWAYRIYAH
                                                                                                                                                  8.    Madinat Khalifa Health Center
                                                                                                                                                  9.    Al Daayen Health Center
Complex case management                                                                                                                           10.   Al Khor Health Center
                                                                                                                                                  11.   Gharrafat Al Rayyan Health Center
Dental/Oral Health                                                                                                                                12.
                                                                                                                                                        Leghwairiya Health Center
                                                                                                                                                        Al Shamal Health Center

Dermatology                                                     AL JUMAYLIYAH
                                                                                                                                        AL KHOR
                                                                                                                                                        Umm Slal Health Center
                                                                                                                                                        Al Kaaban Health Center
                                                                                                                                                  16.   Leabaib Health Center
Dietetics/Nutrition                                                                                              9                                17.   Qatar University Health Center
                                                                                                                                                  18.   Abu Baker Al Siddiq
Ear, nose and throat                                                                 AL DHAAYEN                                                   19.   Abu Nakhla Health Center
                                                                                                                                                  20.   Mesaimeer Health Center
Emergency walk-in services                                                                            14
                                                                                                                                                        Al Rayyan Health Center
                                                                                                                                                        Al Karaana Health Center

Family Medicine                           DUKHAN                                23              32               16
                                                                                                                                                        Al Sheehaniya Health Center
                                                                                                                                                        Al Jumailiya Health Center
                                                                                                                                                  25.   Muaither Health Center
                                                                                                                      4 2
                                                                                                                                                  26.   Al Wajbah Health Center
                                                                                                                       8           DOHA
                                                                                     AL RAYYAN        26                30 6                      27.   Al Waab Health Center
General Pediatric                                                                                          21                      31
                                                                                                                               1 7
                                                                                                 25        18 33                                  New Primary Health Center
Geriatric - Healthy Ageing                   UMM BAD

                                                                                                                                             5    28.   South Wakra Health Center

                                                                                                                                                  29.   Al Mashaf Health Center
                                                                                                            AL WAKRAH                   28
                                                                                                                                                  30.   Al Saad Health Center
                                                                                                                                                  31.   Nuaija Health Center
Home health care                                                                                                                                  32.   Al Themaid Health Center
                                                   AL KIRANAH                                                                                     33.   Umm Al Seneem Health Center
Healthy Lifestyle                                          22

Laboratory                                                                                                       MESAIEED                               Operating PHC Central Region

Maternal & Child Health Counselor                                                                                                                       Operating PHC Northern Region

Medical commission services                                                                                                                             Operating PHC Western Region

Mental health services                                                                                                                                  New PHC Central Region

Minor injuries service                                                                                                                                  New PHC Western Region

Minor Surgery
Oro-facial Pain Clinic
Pharmacy                               New Services to 2023
                                       • Cancer Survivors Transition Program                                          • Preconception services
Post-natal                             • Community Midwifery                                                          • Primary Care Memory Clinic
Pre-marital service                    • Dental Specialist Clinics                                                    • Self-management Chronic
Radiology and ultrasound                 (Endodontics, Orofacial, Periodontics)                                         Conditions
                                       • Drug and Alcohol service                                                     • Sigmoidoscopy Assessment Service
School health
                                       • Expanded Wellness services in the                                            • Smoking Cessation Group Therapy
SMART health checks                      community                                                                    • Specialist NCD services in the
Smoking cessation                      • Integrated Oral Health Services for                                            community
Social worker services                   target populations                                                           • Specialist services for Older People
                                       • Mindfulness – stress reduction classes                                       • Ultrasound breast screening
Travel vaccination clinics
                                       • Oral Health Screening                                                        • Wellness for Children and
Well Woman
                                       • Oral Surgery                                                                   Adolescents
Well-baby                              • Post-natal Home Care
Wellness (gym, pool, massage)

22   PRIMARY HEALTH CARE CORPORATION                                                                                                                                                        CORPORATE STRATEGIC PLAN   23
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