The Quality Coordinator Miss. VICTORIA TALEB

Vision and Goals :

   Since its establishment in the year 1995, Rayak Hospital has been one of the leading hospitals in Bekaa specially, and in Lebanon generally.
 This hospital was accredited several times by the Ministry of Public Health as stage ( A *****) . The reason for this success is that the administration was always keen on being the first in providing its patients with the best Medical, Hospitalization, and administrative service available.
Therefore, the hospital administration established the Quality Improvement Office in the year 2002. It was established according to International Quality Standards such as (ISO) and (Accreditation).
Depending on the Hospital General Vision, the Quality Improvement Office vision can be summarized into the following:

1. Providing patients with every comfort and ease by a well-trained and qualified medical and administrative teams, and advanced equipment.
2. Continuous efforts to improve the Quality of Services, and to make Quality an education all through the hospital.

Quality Definition :

Quality Definition Assurance:

   Rayak Hospital acquired the Quality Assurance System by a full commitment process to improve this quality. This commitment is complete, thorough, and continuous, based on internal motives, and not on external ones.

The Quality Assurance means:

1. Making sure that patients are receiving excellent service according to international standards
2. The group of activities and periodic procedures that measures to what extent the institution and its members are abiding by quality standards, and to detect the misuse in applying them.

General view :

   An office was established at the hospital specialized in Quality assurance. This office is directly related to the Hospital General Director, and has a consulting relation with all sections supervisors. A medical, administrative, and nursing committee supervises this section in which all sections are represented, and who has a wide executive authority.

Quality office duties :

1. This office is responsible for organizing all activities to insure level of quality at the hospital. Some of this office main tasks are:
2. Making sure that all systems concerning patient care and quality improvement are applied.
3. To analyze patients and visitors satisfaction.
4. To receive patients and visitors complaints and suggestions and work with the administration on solving them with suitable ways, and to prevent problem re - occurrence. 
5. To perform annual employees satisfaction survey, taking into consideration their suggestions for improvement. 
6. To use the Document administration system according to International (ISO) standards.
7. To supervise the Internal Auditing Committee, and to share in this committee’s operations.
8. To monitor the General out line for improving QUALITY.
9. To monitor the KPI based on real data collection.
10. To help the General Administration to built a General Strategic Plan according to the preset plans for (improving quality) , and which was previously set by the various sections . These plans must depend on outside studies that determine environmental needs.

Special events:

1. The hospital achieved the sixth grade in the last Accreditation process that was conducted in Lebanon. 
2. This office always seeks to publish (Quality) as education throughout the hospital and among all employees. Therefore, this office has prepared lectures that deal with ISO topics such as (Quality Management System) and (Internal Audit Skills).
3. Working to achieve (ISO) certification.
4. To continue the application of the French Accreditation standards.
5. The continuous training and education program for employees who directly work on Quality system, through attending training sessions and workshops that deal with ( ISO) and  (Quality management System ).

Training and Education :

  The Quality coordinator at the hospital, Miss. Victoria Taleb ,  underwent a training session concerning  ISO Standards at The chamber of Industry and Commerce in Zahle .
She is also attending all the lectures of applying ISO standards. , Internal Audit,  and all other subjects related to Quality Improvement.
These lectures usually take place inside the hospital  , and are given by an external consultant who works on   the program of Quality Assurance at the hospital.