Hospital Strategic Management: Tawam Hospital Case Study


Hospital Setting

Tawam Hospital is one of the biggest acute healthcare facilities and emergency hospitals. The hospital has a capacity of approximately four hundred and sixty beds. Since its establishment, it has provided patients with premium high-standard services; it has been operational for about thirty-six years. The facility offers a wide range of services, including anesthesiology, neurosurgery, neurology, orthopedics, surgery, radiology, dentistry, ophthalmology, family medicine, fertility services, otolaryngology, and pediatrics. It has recorded numerous significant awards in the past for providing quality care and being hospitable to the patients. More importantly, the hospital has employed a considerable number of employees, all of who ensure to maintain constant improvements to oversee the realization of patient-centred care. Precisely, the workers seek to commit to bettering the hospital services and prioritizing on fulfilling customers’ needs.

Notably, Tawam Hospital ensures to base its commitments on the company mission. Its mission is to provide a continuous flow of high-quality health care to patients and fulfill consumer needs. Additionally, Tawam Hospital aims at having the approach to meet the expectations and conditions of the United Arab Emirates (UAE) population, alongside the neighbouring GCC countries. As such, it offers reasonable costs for medical services in a safe, friendly, and caring environment in agreement with the JCIA Standard of Care. Elsewhere, Tawam Hospital also operates within the confines of its vision. It believes in treating all patients equally, with the utmost respect, care, and dignity, regardless of their personal attributes, as guided by the UAE laws (Amiri & Khmidi, 2019). Generally, the hospital under discussion respects the rights of all patients and prioritizes on delivering efficient healthcare routines. Therefore, the general vision of the hospital is to be the best healthcare provider across the globe with more emphasis on customer satisfaction. It ensures to provide quality and outstanding safety protocols as it still maintains quality care. Additionally, the hospital delivery model is guided by moral values that are documented by its management. It wishes to provide the public with a healthy, caring, and safe environment through utmost observation of JCIA Standards of Care.  The facility observes good ethics and focuses more on innovation, transparency, quality services, classic hospitality, and sustainability.


However, based on the SWOT analysis conducted earlier, it was evident that the facility has not yet achieved the desired performance. Precisely, various weaknesses and threats were observed, which may compromise its ability to deliver quality care. As such, applicable and logical solutions are needed to counter the weaknesses and threats for the collective betterment of organizational performance. Notably, for the facility to realize its mission and vision, the solutions instilled must pave the way for cost reduction, maintenance of high-quality patient outcomes, increased responsiveness to consumer expectations of healthcare, improved patient outcomes, and sustainability of the available resources and the measures employed.

Relatively, one of the facility’s identified weaknesses entailed its inability to integrate the new Hospital Information System (HIS) due to lack of skilled workforce. Notably, the current business world is primarily supported by technological advancements. Similarly, in the healthcare industry, the approach has significantly led to efficacy care delivery. For instance, through HIS, the healthcare sector has introduced the use of electronic health records (EHR) (Gesulga et al., 2017). Here, the medical workers tend to enter patient treatment details in the systems and assigns the folders unique keys that can only be accessible through authorization. In other words, a person who does not have the key has no access to the data. In the long run, the former enables easier information retrieval, minimal data loss, and saving more time, thus enhancing effective service delivery (Hong et al., 2018; Alotaibi & Federico, 2017). In this regard, the facility could first invest in training its employees. Figuratively, the training approach would be more cost-effective than employing people who exclusively specialize in technology. Moreover, enabling the workers to gain insights regarding the operation of the machines would make them multipurpose, an aspect that would eventually reduce the total hospital expenses.

Notably, the HIS includes data management and concepts in the healthcare services that are offered to patients to improve the management of related services. It entails the process of generating, compiling, analyzing, and synthesizing, and communication of the findings. During a hospital visit, the medics collect the necessary data from the patients. These may include demographic information and the patient’s health history, and their current health-related problems. Therefore, using the health information system enables easier access to this information, even when the nurses may change their shifts. Initially, such data was recorded manually, where the medics would write on files. In such occurrences, cases of data loss were rampant compared to the technology era. Once the nurses and doctors have been educated on the use of such innovations, the treatment process becomes more manageable.

Also, through the analysis, it was evident that the hospital spent more time attending to the patients, thus informing long queues. This was inconvenient to the patients in the long lines. Therefore, if the hospital integrated the workforce in the use of health information systems, such as electronic health records, the former would be avoided as less time would be taken in the retrieval and recording of information. Moreover, the hospital has a relatively lower number of nurses, which could significantly affect the service delivery process. However, if the facility educated its workers on using HIS and installed them on its premises, such delays would be mitigated. In general, the introduction of HIS and offering related education would enable the few nurses to operate effectively. Additionally, it would lead to effective care delivery with timely responsiveness.


The implementation process shall require the facility to provide the nurses and other workforce with individuals well-versed with technological appliances. The hospital has employed several IT experts whose presence could be utilized by delegating them the training roles. Therefore, the organization may divide the workers into different groups to ensure that the training session does not leave some patients unattended.


The process of integration expounds on the applicability of the solution offered. Relative to the case at hand, integrating the facility operations and workers to the use of HIS shall require maximum collaboration between individuals from different disciplines. After the workers have learned the dynamics entailed in employing the technological approach to achieve quality results, they will strive to perfect and aim at using the minimum time as possible while recording or retrieving data. Generally, the integration process is greatly dependent on the training sessions. The effectiveness of the solution would be seen in how easy the integration approach is. If the aspect is easily integrated, then the training was effective and vice versa. If adverse outcomes are witnessed, a different strategy would be necessary.