Person-centered care helps JHAH attain second consecutive prestigious award

November 21, 2024

When Abdulaziz F. Al Dulaijan realized his elderly mother, who had recently turned 80, was in distress with hip and abdominal pain and unable to walk, he rushed her to JHAH.

Rapidly upon her arrival, emergency medicine resident Dr. Weaam Ghulam administered blood tests, examinations, and essential X-rays. What came next, though, was just as important and quite unexpected: a deep sense of comfort, connection and empathy that JHAH’s caregivers provided to his mother.

Nurse Sahab Al Khaldi was at the forefront of those efforts characteristic of the hospital’s patient-centric approach. “I used all my skills to listen, to communicate, and to show empathy,” she said. She sat at her patient’s bedside, wrapping a blanket around her and providing comfort as testing was administered.

“As an elderly and worried patient, my mom was in a vulnerable state and really needed specialized care and assistance,” said Al Dulaijan, a Director, Offshore Capital Projects Department. “The level of commitment shown by everyone involved was nothing short of remarkable, and in particular Nurse Al Khaldi’s compassion and professionalism made my mother feel as though she was part of a family rather than just a patient.”

This story – while exceptional in its own right – reflects the values and compassion that drive JHAH’s work every day. That’s a big reason why JHAH attained the “Planetree Gold Certification for Excellence in Person-Centered Care” for the second time. The certification, which recognizes person-centered healthcare services, ranks JHAH among only 117 healthcare organizations worldwide, and among fewer than 10 in Saudi Arabia.

“Holistic treatment means more than excellent medical care – though of course JHAH’s reputation and standard of care is outstanding,” said Dr. Michael Walsh, JHAH CEO. “Just as importantly, we strive to ensure the comfort and well-being of our patients. This achievement demonstrates our team’s commitment to providing an environment that not only cares for patients and their families, but also empowers and respects them, making them the center of their healthcare journey.”

Planetree is the only award in the medical field that focuses on excellence in person centeredness. As part of its process, Planetree conducted a rigorous examination of JHAH focused on the quality of patient-provider interactions, access to healthcare information, and the physical environment of healthcare. JHAH excelled in several areas, including effective communication between patients and healthcare providers, high levels of staff engagement, and advanced policies such as no-shows and shared medical records.

“This gold certification signals to patients and community that JHAH is an organization where staff collaborate with patients and their families, and where patient and family comfort, empowerment, and well-being are essential components of delivering high-quality clinical care,” said Michael Giuliano, President of Planetree.

Beyond patients, JHAH’s commitment to person-centered care has also extended to a focus on the well-being of healthcare professionals. Recognizing that employee engagement and empowerment are essential to delivering exceptional care, JHAH prioritizes establishing a supportive workplace culture.

While a strong achievement for JHAH, Nurse Sahab Al Khaldi hadn’t even heard of the award. For her, the only outcome that matters is that patients are well-cared-for, a sentiment Al Dulaijan strongly appreciates.

“Your dedication to her well-being did not go unnoticed, and we are truly grateful for your meticulous attention to detail,” he said of Al Khaldi and the JHAH care team.

Al Khaldi, for her part, said there was nothing special in the care she provided that day.

“We treat all patients this way,” she said.