In 2007 International Hospitals Group were awarded a World Bank funded project to investigate the Outpatient Clinics and Emergency Department at Al-Bashir Hospital in Amman in the Hashemite Kingdom of Jordan.

The objective of this prestigious project was to examine the processes and work methods in use at the hospital and to subsequently propose operational improvements within both departments as well as recommending methods to improve the overall patient experience.

During the early stages of the project, it became clear that detailed utilisation information and activity statistics concerning the Outpatient Department in Al-Bashir Hospital were unavailable and it therefore became necessary for IHG to design and undertake a number of data collection exercises.

IHG worked very closely with the Quality Department and Medical Records Department to obtain detailed information and statistics that were available and undertook a significant amount of analysis.

This analysis found many issues that needed to be resolved in order to improve the service provided to patients. A further priority was to improve the working conditions and processes for consultant medical staff and other support staff involved in the outpatient process.

IHG produced over 80 major recommendations that were prioritised to enable the hospital and the Ministry of Health to focus valuable resource in key areas for maximum initial benefit. IHG also produced detailed improvement proposals, in some cases multiple improvement proposals relating to each of the 80 recommendations.