Development of Policies and Procedures for a Specialized Primary Care Center

Client / Industry Brief

The organization is a medical technology company on a non-invasive treatment method for pain from conditions of back and joints. With over 24 patient treatment centers in 12 countries, the center has more than 450,000 patients worldwide.
The Sr. Management of the organization has identified a need to develop standardized policies and procedures which are aligned to international standards.
EmPact has been mandated to develop policy and procedures (both clinical and non-clinical) to standardize the service levels and enhance productivity for their operations in MENA region.

The objectives of work for this project is to develop policy and procedures* for the organization with aim towards :
Assessment of current operational structure
Define scope and responsibility of different departments
Design and development of organizational structure
Design and documentation of policies, processes & workflows, tools and templates which are aligned to international standards and customized to the needs of the program

Finalized policy and procedures manual, along with requisite forms and reporting requirements.
Clear work instructions and necessary resources to all stakeholders (Workflow diagrams, authority matrix, checklists and forms) about the working of the organization at a center level and Head office level.
Identify clearly the KPI’s and performance measures to monitor performance of the processes and people responsible for them.