the Hospital

Established over two decades ago, the Neuro Spinal Hospital is a 114-bed facility located in Dubai, UAE. Besides offering the latest diagnostic and treatment technologies, the hospital is also the first CyberKnife in the UAE — a non-invasive radiation therapy for cancerous and non-cancerous tumours. With a state-of-the-art diagnostic centre, an integrated 16-bed ICU, four operating theatres, and a physiotherapy and rehabilitation centre, Neuro Spinal Hospital is among the finest specialty healthcare institutions in the UAE.

The CHALLENGE

Prior to adopting MEG, the hospital used a hybrid policy management system that included both digital and paper-based documents. However, this solution was inflexible, relied heavily on manual administration, and operated in isolation, much like their other quality and patient safety systems, such as incident reporting, risk management, and auditing.

This siloed approach resulted in fragmented data that hindered the hospital's ability to gain a holistic view of their healthcare quality management efforts and derive meaningful insights from the wealth of information they were already accumulating.

Recognising the urgent need for change, in 2019, Neuro Spinal Hospital approached MEG to address these challenges and implement an all-in-one quality management solution with integrated incident reporting, risk management, auditing, and document management modules.

This case study focuses on the impact of MEG's Document Management module on the hospital's quality management processes.

the Solution

Since the Neuro Spinal Hospital is a JCI-accredited organisation, policy and document management is a critical part of their quality framework. Bearing this in mind, all existing documentation, whether paper or digital, was transferred to MEG's document management software. This process involved meticulous segregation and organisation, with documents sorted into distinct folders based on departments, JCI chapters, and applicable standards. Each document can further link to other sources, including related policies within the system, appendices, or external third-party websites.

Over the next few weeks, MEG Docs was rolled out organisation-wide to over 200+ staff, offering two different perspectives: one for leadership and the other for end users.

Training resources, including instructional videos and guides, were made available to aid staff in adapting to the new system. However, the simplicity of MEG Docs meant that users required little to no assistance navigating it. This also resulted in enthusiastic adoption among staff, fostering a sense of ownership and cooperation.

Hear what Kavitha Mohandas, the Director - Health Services at Neuro Spinal Hospital, had to say about the transition to MEG:

The software permits all staff or end users to access and search for existing documents and their corresponding clauses through both desktop and mobile app interfaces. In stark contrast to the laborious process experienced with the previous system, MEG Docs delivers the sought-after documents in a matter of minutes.

Administrators or quality leaders benefit from a comprehensive bird's eye overview of all policies via the documents dashboard. This dashboard presents a wealth of information, including document names, versions, review dates, approval statuses, ownership details, and timestamps indicating the most recent updates, among other pertinent data. Further, administrators can upload documents, manage approvers, reviewers, and users, adjust permissions, and even perform version comparisons during the approval process.

Another feature that leadership at Neuro Spinal Health found extremely helpful was the option to automatically dispatch timely notifications to document owners, serving as reminders for upcoming review or approval deadlines. This ensures that policy updates are consistently executed in a timely manner, a feature that was notably absent in the previous system.

Below are sample images of MEG’s Document Management module — similar to the one used by staff at Neuro Spinal Hospital

(Please note that all data displayed in the images below is taken from a MEG demo account and does not correlate to Neuro Spinal Hospital in any way.)

THE RESULT

Using MEG's Document Management software has enabled Neuro Spinal Hospital to streamline the creation, distribution, and tracking of policies. This, in turn, has helped to demonstrate and ensure compliance with regulations and hospital accreditation standards, such as JCI, while reducing administrative burden.

The implementation of an organised, digital system has also helped with the annual regulatory inspections by the Dubai Health Authority. In contrast to the cumbersome paper-based system of the past, MEG has streamlined and expedited the process, significantly enhancing efficiency and saving valuable time.

Further, compared to the previous system, which necessitated vendor intervention for modifications, MEG empowers administrators to make adjustments autonomously, fostering greater agility and efficiency in the management of their documentation processes.

We asked Kavitha Mohandas, the Director - Health Services at Neuro Spinal Hospital, to list three things she loves about MEG. This is what she had to say:

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