January 24th 2023
Millennium Heights Medical Complex holds 2022 review
by Ministry of Health
CEO, DR. DEXTER JAMES, OUTLINED NEW PLANS AND THE VISION FOR 2023.
Chief Executive Officer of the Millennium Heights Medical Complex (MHMC), Dr. Dexter James, has outlined some key strategies that will assist in improving patients’ experience at the medical institution.
His comments were made at a Jan. 17 press conference that provided an opportunity for the management of the Millennium Heights Medical Complex to review its operations and outline its new plans and vision. The Millennium Heights Medical Complex comprises three facilities namely: the Owen King European Union Hospital, the National Mental Wellness Centre and the Turning Point Rehabilitation Centre.
“This hospital admits in excess of 6000 patients a year,” Dr James said. “It sees about 15 thousand patients in its out- clinics. Our accidents and emergency department sees an average of about 15,000 patients a year. It’s quite a busy facility. We do about 1900 surgeries of different types; deliveries- just a little over 1100; and we see at least 94 patients at our haemo-dialysis plant here at the hospital.”
Dr. James noted that the facility has been collecting data on patients’ experience. The process uses a software called Power BI and questionnaires, which measures the happiness factor of the services provided to the accident and emergency patients.
“There’s a fair amount of happiness with respect to nursing care and attention, interaction between our caregiver and the patient. Where we fell down is in respect to supporting staff going to the bathrooms, quality of our meal services is not up to par. And to a lesser extent they are comfortable with privacy, treatment for pain management, staff courtesy and respect.”
However, the Chief Executive Officer says the hospital is not without its challenges. He cited
irregular wait times to financial constraints, which impact maintenance of the facility. Dr. James said areas of concern for out-patient care and A&E were access to diagnostics and waiting times.
Using the Net Promoter Score method, the medical complex also questioned patients on their likelihood to recommend the hospital.
“According to this metric 73% of the patients that were interviewed at the hospital in the month of December, said that they were very likely and likely to make a recommendation for their friends or their relatives to use the hospital. So in spite of what you may hear the hospital still enjoys a fair amount of goodwill with the constituents that we serve,” he said.
Dr. James also gave some insight into the board’s commitments for 2023.
“Our priorities are people centric and seek to improve physical management and performance, build our internal capacity in terms of good will, in terms of finances, in terms of our credibility with the public, in terms of our financial strength. This is what it is about. Revenue generation is finding ways to generate new sources of revenue. We are not increasing the fees. No fees will be increased but we have to find ways to stop the bleeding where it exists. All we are seeking to do is to collect funds that are legally and lawfully due to us so that we could have the funds to replenish and keep the system going.”
The board of the Millennium Heights Medical Complex said it is looking forward to implementing the new plans during the course of 2023, in an effort to enhance the quality of services provided by the facility. It is also the intention of management to keep open communication with the wider public on the performance of the facility.
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