Employee Handbook - Dar Al Shifa Hospital

TABLE
OF CONTENTS
Message from the Chairman
11
Message from the Chief Executive Officer
13
Hospital Profile
16
• Vision
17
• Mission
17
• Values
17
Welcome to Dar Al Shifa Hospital (DASH)
20
DASH Orientation Process
21
• Getting Started
21
• General Hospital Orientation
21
• Department Specific Orientation
22
• Internet/E-Mail and Computer Usage
22
The Code of Conduct and Ethics
23
HR Policies
25
• Personnel Files and Confidentiality
25
• Probationary Period
25
• Working Hours
25
• Attendance
26
• Payment of Salary
26
• Official Public Holidays
27
• Overtime
27
5
28
• Licensure and Residence Transfer
30
• Disaster Plan
41
• Medical Requirements for Employment Process
30
• Evacuation Plan
41
• Performance Review Process
31
• Emergency Codes
42
• Penalties
31
• Code Red
42
• Grievances
32
• Code Blue
42
• Dress Code
32
• Code Pink
42
• ID Badge
34
• Code White
42
• Office Etiquette
34
• Required Organizational Practices: Patient Safety
43
• End of Service
35
• Reporting Near Misses, Incidents and Sentinel Events
43
• Exit Interviews
Infection Control
45
• Reward and Recognition Programs
35
• Communicable Diseases
45
• Certificate Request
36
• Universal Precautions
45
• Professional Development Unit
36
• Vaccinations
45
• Benefits
36
• Fingernails – CDC Recommendations
46
• Medical Benefits
36
• Waste Management
46
• Other Benefits
37
• Needle Pricks
47
The Journey to Accreditation
6
35
Health, Safety, Quality and Risk Management
41
• Leaves
40
Epilogue
47
7
MANAGEMENT
MESSAGE
Message from the Chairman
Dear Fellow Team-Member,
Welcome to Dar Al Shifa Hospital (DASH), hoping that your employment with us will be a rewarding experience. You
are part of nationally and regionally recognized private health care organization at the leading edge in patient care and
professional development.
This institution has been established through teamwork and desire on the part of our loyal staff. The success of our
business depends on each employee’s willingness to execute his or her responsibilities, while joining in a combined
effort to provide a genuine desire to help your teammates. The experience you bring will play a vital role in our
mutual success. Your contributions help us provide services of the highest quality to our patients. Maintaining this
fine relationship only can be accomplished through good communication. Only then, can the employees and the
management work together as a successful team.
It is my sincere desire that your career is fulfilling and that you take advantage of the benefits and opportunities that
come with working at DASH. These policies, benefits and services described in this handbook are intended to reflect
our concern, not only for your well-being, but also for your personal growth and professional development. While the
handbook provides important information related to all aspects of your employment at DASH, it is not intended to be
comprehensive.
Our staff is our most valued resource. We are glad that you have joined us and, again, welcome to Dar Al Shifa
Hospital.
Sincerely,
Taleb Jeraq
Chairman
Board of Directors
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Message from the Chief Executive Officer
Dear Fellow Team-Member,
I would like to congratulate you on joining one of the fastest growing healthcare service providers in the country. Dar
Al Shifa Hospital has always emphasized that outstanding people will be the key to our continued success and only
with their efforts we will be able to reach our goal of becoming the leader in the Healthcare Industry.
Dar Al Shifa Hospital’s growth and success demand that we continually update and refine our objectives and goals
based on quality standards, but we aim towards one overriding corporate mission - to be the leading health care
organization providing our community with the highest quality of care through motivated and competent human
resources - will not change.
One of the pillars of our hospital is the members of our team. DASH is an equal opportunity employer and invests in
its employees. We pride ourselves on our multi-cultural workforce and assure you that working for DASH will give you
immense work satisfaction and broaden your professional horizons tremendously. To ensure continued success, we
feel it is important that all employees understand our policies and procedures. This employee handbook will familiarize
you with the various aspects of working at Dar Al Shifa Hospital. I encourage you to use it as a valuable resource for
understanding the hospital and its services as we feel it will be a useful reference document for all employees. If you
have any questions, please do not hesitate to ask your immediate supervisor/Head of Department or the Human
Resources (HR) Department. We are very conscious about the quality of our services and follow quality assurance
standards to maintain it.
Of course, we expect you also to play the part in the development and maintenance of the high standards of conduct
that are consistent with our mission, and we are happy we are achieving this goal together. Do not consider this
handbook merely as an introduction to the hospital or your surroundings. It has been designed to give you a sense
of pride in your workplace - a sense of belonging to one of the most exciting and dedicated teams. Welcome to our
team where you can live the DASH experience!
Sincerely,
Ahmad Nasrallah, MPH, EMBA
Chief Executive Officer
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HOSPITAL
PROFILE
Hospital Profile
The history of Dar Al Shifa Hospital started in 1963 when it was opened as a Maternity Hospital in Sharq - Kuwait.
The hospital progressed to offer Pediatric, ENT and Internal Medicine care. It received the patronage of the Kuwaiti
Community as well as the Expatriate community and they trusted and availed services from the hospital.
After liberation in 1992, Mr. Ali Hussein Jeraq, a successful real estate businessman acquired avenues for alternate
trade whereby he would fulfill his mission and objective. Mr. Jeraq, with much enthusiasm bought Dar Al Shifa Hospital
and worked hard to have a concrete physical structure for the hospital. Subsequently, in 2003, Dar Al Shifa Hospital
was relocated in Beirut Street – Hawally, where the current customized new beautiful building was constructed to
accommodate with the continuous growth the hospital was going through.
Dar Al Shifa Hospital is 135 bedded accredited facility constitutes of inpatient rooms (Imperial, Royal, Junior and
Standard), labor rooms, neonatal units, Intensive Care Units, Operation Theatres, Emergency Room, Cardiac
Catheterization Laboratory, Outpatient Clinics and sub-specialized medical/surgical fields. Also it has well-equipped
ancillary services with latest technologies. Currently, the hospital is adopting an expansion plan.
VISION
Be a healthcare leader in the entire region by providing hope, healing and high quality care.
MISSION
• Sustain growth through visionary leadership, advanced technology and competent resources.
• Consistently deliver efficient, effective and high quality safe care for Kuwait and the region.
• Professional Development of our staff to provide compassionate and competent care.
• Expand Community Services, to meet the people needs in dealing with health issues.
VALUES
• Dignity: Treat all people with respect, courtesy and honor.
• Advocacy: Promote Patient Safety, Quality of care and employee friendly culture.
• Service Excellence: Responsive to the needs of our customers and pledge to exceed their expectations.
• Hospitality: Provide the most comfortable and risk-free environment to our people.
Apart from the above, the hospital runs separate Clinic, Home Care Program and Life Support Training Centre.
The hospital is an equal opportunity employer with regards to employment, promotions, training and development,
transfers, job assignments and pay. The policy prohibits consideration of race, nationality, religion, gender, age and
relationships in all personnel transactions.
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17
THE HR
Welcome to the Dar Al Shifa Hospital
DASH Orientation Process
DASH Human Resources Department would like to extend a warm welcome to you, wishing that we have long term
partnership in achieving our vision and mission, embracing the values we would like each one of us to inculcate.
Getting Started
With this aim, we would like you to go through this handbook that is applicable for Dar Al Shifa Hospital (DASH) and
Dar Al-Shifa Clinic (DASC) in Kuwait. The information provided is intended to provide you with necessary information
to start your journey with us and is in lieu with current practices and policies practiced at DASH/DASC. The institution
reserves the right to change or modify this handbook, its related policies, practices, and/or procedures at any time
with approval of Administration. Highest authority of each business entity (Chief Executive Officer). Topics that are not
mentioned in this handbook and/or the HR policy manual shall be subject to the rules and regulations of the Kuwait
Private Sector Labor Law.
We also sincerely express our willingness to assist you in getting acclimated to the institution but the success of the
hospital and the well-being of everyone associated with it depend on mutual understanding and cooperation and we
trust that you would help us attain this at our organization.
Welcome Once Again, We hope that your association with us will be a long and happy one.
On Day 1, the employee has to report at the Human Resources Department (Recruitment Section) to ensure the
following:
• Joining Formalities
• Meeting with HR Team
• Introduction to your Department
• Review employee handbook
• Review Job Description
• Discuss Probationary Expectations/100 Days Evaluation
• Complete Computer Access Forms
• Enroll for finger printing for all employees except Managers, Heads of Departments, Consultants and Specialists.
• Only Physicians (Consultants and Specialist) upon joining shall be provided with credentialing and privileging form
according to their specialties. The physician shall fill out the C&P form and hand it over to the recruitment team.
The signed form will be sent to the Privileging and Credentialing Committee, who decides on the privileges used,
and the form is sent back to the HR Department after recommendation. Copy of the form is given to the physician
and it is reviewed every 2 years and according to the policy.
General Hospital Orientation
Dar Al Shifa Hospital requires all employees to attend General Hospital Orientation at the earliest possible date
after joining. DASH offers monthly orientation sessions. The Professional Development Unit (HR) will schedule your
orientation date and inform you accordingly through the Head of the Department. The orientation program runs
from 8:00AM to 3:00PM in the Auditorium. Your attendance at this program is considered a full work day and you
will not be subjected to payroll deductions for your attendance. HR Department will document your attendance at
orientation in your personnel file. Orientation attendance is mandatory within the probationary period. Confirmation of
employment will not be processed for employees who have failed to attend their scheduled orientation.
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21
The Code of Conduct and Ethics
Departmental Specific Orientation
Each employee shall undergo department specific orientation referring the checklist provided at recruitment Office
upon joining. It is mutual responsibility of employee and Head of Department to complete the orientation checklist and
submit the same along with probationary appraisal form.
Internet/Email and Computer Usage
• All computer users are expected to exercise good judgment and to act in professional manner when
accessing the internet, using email or using hospital computer systems.
• Electronic mail is provided by DASH is for business purposes only. Email facilities shall not be used for
non-business purposes.
• Access to e-mail shall be password protected and will comply with DASH’s password and account policy.
• Use of inappropriate language, pornography, or misleading content in e-mails is prohibited.
The Code of Conduct, as well as all statutes, regulations, guidelines, policies and procedures at the Dar Al Shifa
Hospital, must apply to and be observed by everyone: employees, contract labor, medical staff, members of the
Board of Directors and anyone else engaged in our work environment or acting on behalf of the organization.
• We are committed to quality and excellence in everything we do.
• We will act in a careful and considerate manner with a high degree of professionalism, courtesy, respect,
and caring. At Dar Al Shifa Hospital, patient safety is every patient’s right and every physician’s and employee’s
responsibility. We are committed to continually learning, reducing medical errors, and improving patient safety.
• Dar Al Shifa Hospital is committed to serving our patients, medical staff, applicable third parties, employees and
the community in an ethical, legal and responsible manner.
• We foster an environment that promotes honesty and fairness in our dealings, integrity in our decisions, ethics in
our actions, and respect for all individuals
• We will maintain complete and accurate patient medical records and keep all such information confidential.
• We are committed to act in good faith in all aspects of our work. We will avoid conflicts of interest or the
appearance of conflicts between the private interests of any individual and his/her official responsibilities and
duties performed on behalf of the Dar Al Shifa Hospital.
• We will exercise good faith and fair dealings in all transactions that involve our responsibilities to
the Dar Al Shifa Hospital.
• We will avoid situations where an employee or a related party (e.g. family member, friend or business associate)
receives a benefit from any decision or action taken by the employee.
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HR Policies
• We will report any direct or indirect financial interest (except minor interest in publicly traded securities) in any
business that supplies the Dar Al Shifa Hospital with a substantial amount of goods or services. We will not use
intonation that comes to us in the course of our work for personal investment or gain, nor will we provide that
type of information to members of our family or others.
• Individual gifts, loans, gratuities, services, or favors will not be accepted from any customer, vendor, potential
vendor, member or patient or their families and loved ones. We will maintain unbiased relationships with actual
and potential vendors and contractors.
• We will treat everyone with fairness, dignity and respect. We will strive to provide an environment for all individuals
free from harassment and intimidation. We will not tolerate verbal or physical harassment, including sexual
harassment. We will continually strive to build confidence and professionalism in every individual
• We will maintain the confidentiality of quality improvement, peer review and healthcare services review information
in accordance with laws and regulations. We will maintain all medical and business records in accordance with
laws and our record retention policies. We will not alter or falsify information on any record or document. We will
protect Dar Al Shifa Hospital’s copyrights and respect the copyrights of others. We will obtain any required written
authorizations from the author or publisher before duplicating or distributing copyrighted materials
• If there are any questions about the Code or about any policies or practices at the Dar Al Shifa Hospital, you
should raise the questions with your immediate supervisor or our HR staff. The Code is a “living document”, which
will be updated periodically to respond to changing conditions. Thus, Dar Al Shifa Hospital reserves the right to
modify or terminate any or all of these provisions at any time.
For more details on the below HR policies and forms, please refer to DASH portal.
Personal Records and Confidentiality
• Any document/information required by the hospital should be provided by employees and it is the employees’
responsibility to provide HR Department with any and all changes as they occur in their name, address, passport
renewal, telephone number, marital status and/or names of dependents and submit necessary relevant supporting
documents accordingly.
• Employee files will be maintained and managed solely by HR Department.
• All provided personal information will be treated with high confidentiality and will not be released to an outside
source without the prior approval of the employee or unless required by any legislative parties.
• Documents from the employee files will only be released to the concerned employee, Head of Department, Legal
Department and Executive Management, only on the approval of HR Manager.
• Employee files will not be moved out of HR premises without HR Manager’s approval.
Probationary Period
All new joiners will go through the probationary period specified in their Employment Contracts, provided that it shall
not exceed 100 working days. During this period, both parties have the right to terminate the contract without notice
as per the Kuwait Labor Law. The employee’s immediate supervisor/HOD will be responsible to evaluate employees
and confirm their continuation of employment prior to the end of the probationary period.
Working Hours
Working hours are 8 hours per day or forty eight (48) hours a week. Working hours may be adjusted inclusive of official
holidays to meet operational needs.
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Attendance
• DASH is committed to establishing and maintaining fair and consistent work schedules to ensure a better
quality of life.
• The employee’s attendance is monitored through the fingerprint machines located at the hospital.
• The HR Department will assist all new employees with registration of the fingerprint and it’s the employee’s
responsibility to log in and out according to their duty rosters.
• Logging in and out for work is marked by time sheets from the time attendance machine.
• Failure to clock in and out will be considered a tardy occurrence.
• Absence without proper notification to immediate supervisor/HOD will not be approved no matter the circumstance,
and failure to comply by notification process shall lead to disciplinary action according to the hospital’s penalty list.
Official Public Holidays
There are thirteen (13) public holidays provided according to the Kuwait Labor Law. These days are as follows:
New Year
1 day
Hijri New Year
1 day
Ascension Day
1 day
Eid Al Fitr
3 days
Waqfat Arafat Day
1 day
Eid Al Adha
3 days
Prophet’s Mohammed Birthday
1 day
National Day
1 day
Liberation Day
1 day
Payment of Salary
Employee salary is paid in cash on 1st of the following month until the residency is transferred under DASH. Once
the residency is transferred, the employee shall be contacted by the Payroll Section to open an account in a bank
approved by DASH. Employee salary is transferred to the designated bank account within the last week of the month
after deducting any dues or penalties.
Overtime
With consideration to each employee’s right to spend their leisure time with their family, it is the policy of the hospital
that overtime is not an entitlement, but is only used in severe cases of workload demand that have the potential to
stop the departmental operations. Overtime payment is in accordance with the Kuwait Labor Law and as per DASH
policy.
Overtime rate as per the Kuwait labor law is calculated as follows:
Days
Overtime rate
Regular Day
25% of hourly rate*and the hours worked in lieu
Day off **
50% of hourly rate* and the hours worked in lieu
Public Holiday
100% of hourly rate* and hours worked in lieu
* Hourly Rate is calculated against the employee’s daily basic salary
** Day off will be determined as per operational needs
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Leaves
The employee must complete a Leave Request Form, secure approval from immediate supervisor/HOD and send it
to the HR Department for processing. Employees are expected to report back to work on the agreed date from leave
and complete the Leave Return Form as required.
Annual Leave
• DASH employees are eligible for a Thirty (30) working days paid annual leave from the date of employment.
• Employee must complete Nine (9) months of continuous service with the hospital to utilize paid annual
leave entitlement.
• Annual leave calendar must be approved by the Head of Department in agreement with the Employee and in line
with operational needs, prior to the beginning of the following calendar year.
• Annual leave balance will not be accumulated for a period exceeding 2 years, as per Kuwait Labor Law.
Sick Leave
• DASH employees are eligible to sick leave for each calendar year according to the Kuwait Labor Law, as follows:
Sick Leave Duration
Compensation
First 15 days of sick leave
Full pay
Next 10 days of sick leave
Three quarter of the pay
Next 10 days of sick leave
Half pay
Next 10 days of sick leave
One quarter of the pay
Next 30 days
Without pay
• Any employee who can’t attend duty due to health problems must call and inform their immediate
supervisor/HOD prior to the start of their shift so that necessary measures can be taken.
• Employees seeking medical treatment must see a doctor as per Sick Leave policy available on DASH portal.
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• Employees are required to submit the Sick Leave report on the day that they return from Sick Leave. If the medical
report is not submitted, an action will be taken according to the hospital’s penalty list and the days consumed will
be considered absent days without pay.
Worker Compensation
An employee who becomes ill or injured as a result of a work related injury/illness will be granted compensation
and sick leaves (monetary and non-monetary) as per the Kuwait Labor Law and the Workmen’s Compensation
Policy of the Insurance Company.
Maternity leave
• Maternity Leave is not treated as Sick Leave.
• A pregnant employee is entitled to 70 calendar days paid maternity leave as long as she gives birth
within this period.
• After returning from maternity leave, the employee shall be allowed a daily two-hour breastfeeding break
during her working hours (not at the beginning or at the end of a daily shift) for a maximum period of two years
after delivery or a financial compensation of six working days per month for a period of three consecutive months
by submitting the related form as per policy.
Compassionate Leave
In case of a first and second degree relative’s death, the employee has the right to get 3 calendar days paid leave.
• First degree relatives are the father, mother and children.
• Second degree relatives are the spouse (wife), grandfather, grandmother, grandchildren and siblings.
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Hajj Leave
Performance Review
The hospital grants Muslim employees following the completion of two (2) years of service a twenty one (21) days
Hajj Leave, provided this has not been performed before in their lifetime.
DASH is committed to providing you with an environment that allows you to put forth your best effort in your work.
We believe in two-way, ongoing communication and feedback regarding your performance. Through this process we
expect to promote more effective job performance and on-the-job training and development. While you will receive
ongoing communication from your immediate supervisor about your performance, you will also have two formal
opportunities for feedback:
Al-Uddah Leave
A Muslim woman, whose husband dies, can take 4 months and 10 days paid leave from the date of death. A NonMuslim female employee shall be entitled to 21 days of paid leave.
Licensure and Residence Transfer
Persons accepting or continuing employment with DASH, where applicable, shall fulfill the licensure, registration,
or certification requirements established by the Ministry of Health, Kuwait, Dar Al Shifa Hospital or any other legal
or professional agency having jurisdiction by providing required documents to HR Department on timely manner.
Under no circumstances may a person be permitted to practice his/her profession without a valid license. For more
information you can contact HR – Licensing Section. The hospital will provide the employee with a release document,
which needs to be signed by the former employer in order to get DASH sponsorship for the employee.
Note: The employee must submit the passport to HR Department two (2) months prior to the residency expiry date
for renewal or transfers, and failure to do so will cause the employee to be liable for any penalty/obligations resulting
thereof.
Medical Requirements for Employment Process
It is to be assured that whoever is provided with ‘Employment Offer’ of our hospital needs to undergo certain medical
tests and practices as per the Ministry of Health and Ministry of Social Affairs and Labor, and treatment/vaccination
is obtained upon requirement.
• Probationary Period Performance Review – Your immediate supervisor/HOD shall conduct performance review
at the end of your probationary period. This is a formal time to ask questions about your job, your roles and
responsibilities, and your accountabilities. Your performance during this period shall be considered before
confirming your employment.
• Annual Evaluation - Your immediate supervisor/HOD shall conduct your annual evaluation to ensure you are
meeting the expectations stated in the job description. This evaluation will occur once every year. The assessment
will provide a review of strengths and opportunities for improvement, potential advancement opportunities,
career development and training. Employees who show significant contribution and excellent performance will be
rewarded as per DASH policy, while individual training plans shall be developed based on identified training needs.
Penalties
Observing and adhering to DASH regulations is of great importance in safe guarding of the hospital’s interests and
employees. Following is a list of disciplinary actions that DASH has the right to take against any employee who
violates the rules and regulations. The type of violation will determine the relevant disciplinary action.
• Verbal Warning
• Written Warning
• Salary Deduction
• Suspension
• Termination
All disciplinary actions shall be maintained in the employee’s file.
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Grievances
In order to create a healthy and productive atmosphere in DASH, employees have the right to channel their complaints
and concerns through the appropriate channels which aim at finding methods for addressing any grievance(s) of
employees for any unjust or wrong penalties and/or treatment.
Dress Code
In order to maintain our professional image, DASH requires all its employees to dress in a professional manner
in proper business attire at all times. Employees should present a favorable personal appearance, and adhere to
personal grooming and hygiene standards in the performance of their respective responsibilities. All employees are
required to wear neat and clean attire and to avoid wearing clothing and accessories that would detract from the
professional image.
Uniformed Employees
1. All uniformed employees are required to wear their uniforms at all times whilst on duty
2. Uniforms are expected to be clean and well pressed at all times
3. Formal shoes must be worn
Appropriate Professional Attire (Female Employees)
1. Female employees are required to wear formal attire during working hours. This includes business suits,
skirts, dresses, trousers, blouses, shirts, sweaters, jackets, blazers
2. Traditional, cultural and religious attire is allowed
3. Employees are required to avoid wearing tight, figure fitting clothes
4. Employees are required to avoid wearing see-through, transparent attire
5. All skirts and dresses worn to duty must be knee length or longer
6. All shirts / blouses must have sleeves that completely cover the shoulders
7. Casual t-shirts are not allowed during working hours
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8. Jeans / Denim are not allowed during working hours
9. Ripped / torn attire is not acceptable during working hours
10. Formal shoes must be worn during working hours, sneakers and slippers are not allowed
11. All clothing should be free from inappropriate text or images
12. Make up should be kept to a minimum
13. Nail polish color should be tasteful, recommended to use neutral colors
14. Jewellery should be kept to a minimum
15. Accessories, such as belts, should be tasteful
16. Perfume, if used, should be subtle
Appropriate Professional Attire (Male Employees)
1. Male employees are expected to wear the Kuwaiti National Dress, or business suits, business pants, shirts
2. Ties, when worn, should be tied properly
3. Formal shoes must be worn during working hours
4. Sneakers and slippers are not allowed
5. Shorts and calf length trousers are not allowed
6. Casual t-shirts and sleeveless tops are not allowed during working hours
7. Jeans / Denim are not allowed during working hours
8. Ripped / torn attire is not acceptable during working hours
9. Employees are required to avoid wearing see-through, transparent attire
10. All clothing should be free from inappropriate text or images
11. Perfume, if used, should be subtle
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Grooming
1. All employees should maintain good hygiene and a clean, well groomed appearance
2. Hairstyles, hair color, beards, moustaches, sideburns, and other appearance-related items should
present a neat and professional style
3. Make up, if applied, must be maintained at appropriate levels for work
4. Cologne, perfume and aftershave should be subtle
ID Badge
• The HR Department issues the DASH Identification Badge (DASH ID Badge) for new employees showing
the employee’s name, ID number, department and position.
• The employee must wear this badge at all times during working hours.
• The badge should be attached to the outermost garment between the shoulders and waist, unless it creates
a safety hazard. Information printed on the Badge is not to be covered by any substance. Non-compliance will
be cause for corrective action.
• Should the badge be lost or stolen, employees will be responsible to report it to their immediate supervisor/HOD
and to HR Department by filling an incident report.
• Upon end of service for any reason, the employee must return the DASH badge along with other hospital
property to the HR Department before clearance of his/her final settlement.
Office Etiquette
• It is important that all employees practice good organization and keep all documentation neat and tidy.
• All confidential documentation must always be placed away from plain sight and in an organized manner.
• All employees must be polite and courteous to one another and patients.
• Personal telephone and mobile calls during working hours should be kept brief and to a minimum.
• Employees who deal directly with the patients and customers should place their mobile phones on silent
throughout their work shift.
• Employees who congest hospital phone lines for personal usage or use their mobile phones regularly for
non-business purposes may be disciplined as per HR policy.
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End of Service
DASH holds a policy of maintaining a low turnover rate and retaining loyal employees. Consequently, the reasons for
any resignation/termination/dismissal shall be properly investigated and actions will be taken in accordance to the
Kuwait Labor Law.
Exit Interviews
It is the intention of DASH to give separating employees the opportunity to provide feedback on working conditions
and their experience with the hospital through a structured exit interview. All information is confidential and will not
be shared outside the HR Department. The information will be used however to define areas of improvement, and
assist in the overall development of the organization.
Reward and Recognition Programs
Reward and recognition play a strong part in our hospital’s culture. We recognize our employees quarterly based upon
patient recommendations and their supervisors. Special certificates are awarded to highlight significant achievements
and distinguished staff.
Certificate Request
Employees can request the following certificates online through DASH portal:
• Basic Certificate without salary
• Salary Certificate
• Certificate with bank details
• Continuous Salary certificate
• Experience Certificate
In case, employee is unable to conduct the online request, Immediate Supervisor/HOD is entitled to perform on his behalf.
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Professional Development Unit
Other Benefits
Professional Development Unit (PDU) being part of HR Department designs services and programs to support all
facets of each and every individual’s professional experience. From the moment a staff member is hired to the end
of services, PDU facilitates programs and services to aid the employee in his or her success, while encouraging
employees to take ownership of self professional development considering them the best advocate and champion
for their performance.
The hospital grants to the employees various benefits that are either guaranteed by ‘special contracts’ of employment
or by hospital policy. DASH continuously seeks ways of improving the quality of life for its employees by arranging
services that would provide greater convenience. Some of our current benefits include:
Benefits
Medical Benefits
DASH provides its employees and their relatives (i.e. Spouse, Parents and Children) with discounted medical
benefits in the hospital. For more details, please refer to Medical Benefits policy available on DASH portal.
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• ATM Access – Conveniently located near the Main Entrance on the Ground Floor of the hospital.
• Cafeteria – Dar Al Shifa Hospital offers many dining options for our employees. Second Cup is located in the
Main Lobby of the hospital and Costa Coffee can be found in the Basement Reception Area offering fresh food
and beverages at a discounted rate to all our employees. In addition, a staff cafeteria is located on the Ground
Floor next to the Flower Shop which serves a variety of different fresh lunch menu options at a discounted rate
to all our employees.
• Locker Areas – Where necessary, lockers for personal property will be provided. Lockers may be assigned
to employees who are required to wear specific clothing. Lockers are made available for the convenience of
employees while at work; however, employees should remember that lockers are DASH property and are
subject to inspection at any time. Please do not keep any valuable items at your work station as DASH
will not be responsible for any lost or stolen personal belongings.
• Day Care – All DASH female staff that passed the probationary period is eligible to utilize the DDC facility.
For more details, please refer to DDC Policy on DASH portal.
• Flower Shop/Gift Shop – Located on the Ground Floor and offer wide range of gifts and arrangements
at a discounted rate for all our employees.
• DASH Hostel: Hospital accommodation is provided to employees as a privilege to create a more convenient
work schedule and improve quality of living. Employment contracts will be used as guidance to measure
who is eligible for accommodation. For more details, please refer to Hostel Policy on DASH portal.
• Free car parking
• Loans without interest. For more details, please refer to Cash Loan policy available on DASH portal.
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THE JOURNEY OF
HEALTH, SAFETY & QUALITY
The Journey to Accreditation
In 2005, Dar Al Shifa Hospital set a goal to achieve international recognition as a quality service healthcare provider.
The measure was the achievement of accreditation for facilities by a recognized standards agency. Accreditation is
a voluntary, visible commitment to safe and effective care processes that lead to quality care and optimal patient
outcomes and reduce risks to staff. Currently, DASH is accredited by the following bodies:
1. Accreditation Canada for Q-mentum Accreditation Program
2. American College Of Radiology (ACR) for CT-Scan
3. American College Of Radiology (ACR) for MRI
4. ISO22000 BUREAU VERITAS Certification for Dietary Department
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Health, Safety, Quality and Risk Management
During your Orientation Program you will receive detailed information about fire safety, security precautions, fire
extinguishers, emergency exits and assembly point. We are committed to maintaining a hazard-free environment
for the health and safety of our patients, employees and applicable third parties, and providing training in safe work
practices as applicable. We will promptly report any accident involving injury to an employee, medical staff, applicable
third party or visitor through the event reporting process. As part of our aim to have a safe and smoke free environment,
smoking is strictly prohibited in our facility including rest-rooms, lobby, reception area, pantry, and cafeteria or in any of
our closed door office areas. Any employee caught violating this directive shall be subject to appropriate disciplinary
action. We will follow all laws and regulations regarding the disposal of medical waste and hazardous material.
Emergency Codes
Code Red -Fire Safety (877)
Fire is one of the greatest dangers in a hospital as it threatens the safety of patients, visitors and staff. While not
a common occurrence, fires and smoky conditions unfortunately do occur at the hospital. For this reason, it is
important that you know how to prevent fires and respond in the event of a fire or smoke situation so that you can
protect not only your own life but the lives of others, as well in event of occurrence, please activate Code Red by
dialing extension #877. Follow RACE and PASS learnt during orientation.
Disaster Plan
Code Blue – Cardio Pulmonary Resuscitation (888)
In the event of any disaster, Dar Al Shifa Hospital’s Disaster Plan may be implemented. Employees will be notified
that the Hospital Disaster Plan is in effect by an overhead announcement. It will take priority over all other activities.
The purpose of announcing activation of Disaster Plan is to provide response to both internal and external disaster
situations that may affect hospital staff, patients, visitors and the community and to identify responsibilities of individuals
and departments in the event of a disaster situation.
Any personnel in site who recognizes an emergency medical situation within hospital premises will follow the
basic guidelines for assessing the situation, summoning assistance by activating Code Blue as required by dialing
extension #888.
Code Pink – Child/Patient Abduction (899)
The Safe Operations Committee shall conduct yearly training on how to respond to disasters and if needed, how to
evacuate the facility.
Any personnel in site identifying a missing child/adult patient, will immediately activate Code Pink by dialing
extension #899.
Evacuation Plan
Code White – Work Place Violence (866)
To provide guidance to hospital staff, patients and visitors, containing detailed information, instructions, and procedures
that can be engaged in any emergency situation necessitating either full or partial hospital evacuation, as well as
sheltering in place.
Drills, training and reviews are conducted once per year, to ensure that staff has a working knowledge of the plan
and to ensure that the plan is workable. The hospital’s assembly point is in front of the parking structure facing the
hospital.
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The safety and security of employees is of utmost importance to the Hospital Management which is committed to
providing a safe and secure workplace and an environment free from physical violence, threats and intimidation.
An employee should immediately notify management of all the workplace violence incidents that have occurred
on/off-site and have the potential of impacting the work environment for any employee from another individual and
complete an incident report. In case of any threat or violence you can seek help by activating Code White by dialing
extension #866.
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Process for announcing Emergency Codes through Main Reception
• Introduce self (name and position)
• Give the appropriate code name
• Give unit location/area
• Give room number, if applicable
• In case of Code Blue, please specify if the victim is adult or child
The Main Reception will announce the above over the PA system (3) times in words, not using initials or other short
forms.
What incidents are to be reported?
• Near Misses - A Near miss (close call) is an event or situation that could have resulted in an accident, injury
or illness, but did not, either by chance or through timely intervention.
• Errors - Any deviation from expected human performance. It is the failure of planned actions to achieve their
desired ends.
• Adverse Events - An incident in which harm resulted to a person receiving health care but did not result in serious
physical or psychological injury.
• Sentinel Event: A sentinel event is an unexpected occurrence involving death or serious physical or psychological
injury, or the risk thereof. Serious injury specifically includes loss of limb or function.
Required Organizational Practices: Patient Safety
Required Organizational Practices (ROPs) are evidence-based practices that mitigate risk and contribute to improving
the quality and safety of health services. The Accreditation Canada International Accreditation program emphasizes
the implementation of below ROPs and each employee working at Dar Al Shifa Hospital is bound to comply by these
organizational practices as per their scope of work.
Reporting Near Misses, Incidents and Sentinel Events
An incident is any event or circumstance which could have, or has led to unintended and/or unnecessary harm/
complaint/ loss/ damage to a person (patient, visitor and employee), equipment or environment.
Completing the related form to report a serious event or serious near miss trigger an in-depth investigation by
respective department along with Quality Department to identify underlying process/systems failures and lead to
efforts to redesign the same to prevent recurrence and enhance safety culture.
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Infection Control
Communicable Diseases
Fingernails – CDC Recommendations
A list of communicable diseases is located at each department based on Ministry of Health (MOH) guidelines. Any
suspected or confirmed cases (patient or staff) should be immediately reported to MOH by contacting the Infection
Control Coordinator. Details are provided during the hospital orientation program.
For those who care for patients at high risk of acquiring infections (e.g. ICU, perinatal, transplant), the CDC recommends
not wearing artificial nails and keeping natural nails very short. No artificial nails are allowed.
Waste Management
Universal Precaution
Employees have responsibilities in regard to handling and managing waste in Dar Al Shifa Hospital, which include:
The basic infection prevention measure that applied to all patients receiving care in hospital and clinic regardless of
their diagnosis or presumed infectious status, assumes blood and body fluid of all patients as potentially infectious.
Standard precaution includes:
• Achieving optimum hand hygiene
• Using Personal Protective Equipment (PPE)
• Hospital Waste Management/Sharp Disposal
• Managing blood and body fluids spills
• Decontaminating equipment
• Management of occupation exposure
• Housekeeping
• Hospital Linen Management
Vaccinations
A vaccination program providing protection against the Hepatitis B virus (HBV) is provided to all clinical employees,
free of charge. Upon employment, each employee is required to provide a vaccination profile to the Infection Control
Coordinator, who in turn will plan accordingly for the vaccination requirements during employment. Employees who
had an incident of needle prick/sharp injury will be administered Post-Exposure Prophylaxis (PEP). Confirmation of
employment will not be processed for employees who have failed to complete the HBV.
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• Complying with safety instructions and use safe work practices for their own protection and for
the protection of other staff and the public.
• Actively supporting and implementing environmental initiatives that had been trained for during
Hospital Orientation Program and circulated as “Waste Management” policy.
• Be aware and comply with the requirements for the handling of chemical substances according
to Material Safety Data Sheets (MSDS).
For more details on color coded waste segregation, sharp handling, transporting and spills at Dar Al Shifa Hospital,
please refer to DASH portal.
Needle Pricks
Employees are personally responsible for the safe handling and disposal of sharps/needles. Special caution must be
practiced to prevent injuries when using needles, scalpels, and other sharp instruments or devices.
What to do if you are exposed to blood and body fluids through:
• A needle stick or sharps injury
• A splash to your mucous membranes (eyes, mouth)
• Have broken skin (cuts, nicks) which has come into contact with blood or body fluids
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Immediate action to be taken
• WASH: Wash the exposed area immediately with soap and water. Rinse eyes or mucous membrane
with normal saline if available, or with water.
• REPORT: Report incident to your supervisor and call the Infection Control Coordinator on extension #183.
• GO: Go with the Infection Control Coordinator to Mubarak Hospital within 48 hours,
for Post Exposure Prophylaxis (PEP).
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Epilogue
DASH is an equal opportunity employer. Our cultural diversity, shared values and commitment to quality service
makes us an ideal organization to work for and increase your individual aptitude, knowledge and experience. We are
sure that your time at DASH will be enjoyable and rewarding and wish you the best of luck in your new job role.
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Telephone Directory
DASH Telephone Directory is available on DASH portal.
Telephone Enquiries in Kuwait
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Emergency ( Fire – Police – Ambulance)
112
Directory
101
Time
113
Civil ID Enquiry
1889988
Kuwait News Agency (KUNA)
120
Weather
104
Kuwait International Airport
161
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FOLLOW US
& KEEP CONNECTED