Patient Services
The Patient Services department is committed to providing National Guard personnel and their eligible dependents with top-tier healthcare services. Our goal is to deliver care with maximum efficiency, optimal resource utilization, and continuous quality improvement.
Scope of Services
- Central Patient Registration
- Female Registration & Appointments
- Emergency Care Centre Registration & Appointments
- Bed Assignment Planners
- Central Admissions
- Female Admissions Section
- Outpatient Scheduling
- Dental Clinics Appointments
- Customer Service
- Morgue Services
- Patient Escort Section
- Loan of Wheelchairs
Every section of Patient Services shares a unified purpose: to provide high-quality care to patients of King Abdulaziz Medical City, under the National Guard Health Affairs.
Department Functions
Central Registration
Handles Polyclinic referrals and registration. Patients with Letters of Exception are processed with the Department of Eligibility & Medical Coordination. Registration also occurs at the Emergency Care Centre, guided by approved eligibility and coverage criteria entered into the Computerized Registration System. Emergency cases are stabilized and redirected as appropriate.
Bed Assignment Planners
Oversee bed availability and manage assignments across the facility.
Admissions Sections
Maintain the elective surgery waitlist. The Female Admissions Section, established in 1996, handles Labor & Delivery and Newborn admissions.
Appointment Scheduling
Eligible patients are scheduled via the Outpatient Scheduling System based on physician instructions. Appointment slips indicate relevant visit details. The Patient Escort Section supports both inpatients and outpatients by transporting patients and medical records.
Patient Escort Section
Provides logistical support for patient transport and medical record handling.
Customer Service
Manages outpatient waitlists and appointment rescheduling. Staff offer guidance on eligibility and registration documentation.
Morgue Services
Handles deceased patient care, body washing coordination, transport, documentation, and liaison with authorities and external facilities.
Dental Section
Manages outpatient appointments for dental services at the KAMC Ambulatory Care Centre.
Pharmaceutical Care Services
The critical care mission of KAMC dictates that Pharmaceutical Care Services maintains a daily 24-hour service. The Service renders comprehensive patient care through ambulatory care, centralized inpatient care, and clinical pharmacy services covering inpatients and ambulatory patients.
It provides comprehensive parenteral and decentralized nutrition support, drug and poison information, and drug use evaluation.
Pharmaceutical Care Services at KAMC provides a unique and comprehensive range of clinical and product services geared towards providing quality care to all patients, nursing, and medical staff alike, according to Joint Commission International Accreditation (JCIA) standards.
The spectra of services provided are unique to the Kingdom of Saudi Arabia and the Middle East. They compare favorably with those currently being offered by health institutions in most parts of Europe and the United States.
Key Services
- Assuring safe and effective use of medications
- Providing positive patient outcomes through clinical and distributive services
- Serving both inpatient and ambulatory care areas
- Delivering pharmaceutical care services in a cost-effective manner to satisfy patients and providers
Rehabilitation Services
Rehabilitation Services consists of three sections:
- Physiotherapy
- Occupational Therapy
- Orthotics/Prosthetics
Each section has a different scope of service. They target the restoration of purposeful function in patients who are physically or mentally ill by stimulation, encouraging potential and capabilities, preventing disability, and maintaining health. The work of these units is integrated and cross-matched to provide effective rehabilitation services.
Rehabilitation requires the interaction of trained health care specialists to progress an individual from dependency to independent function, enabling contribution to society.
Rehabilitation Services Divisions
Physiotherapy
Provides services to restore function, improve mobility, relieve pain, and prevent permanent physical disabilities. Promotes overall fitness and health.
Occupational Therapy
Improves activities of daily living to help people with disabilities achieve maximum independence at home and work. Uses purposeful activity to maximize independence, prevent disability, and maintain health. Includes assessment, treatment, and consultation.
Orthotics/Prosthetics
Provides services by molding, designing, fabricating, and fitting artificial limbs, braces, and appliances for patients with physical disabilities.
Rehabilitation Services Staff
- Administration: Chief, Administrative Assistant III, Unit Assistant, Rehabilitation Aide
- Physiotherapy: Supervisor PT, Clinical Specialist PT, Physiotherapist I & II, Assistant Physiotherapist
- Occupational Therapy: Supervisor OT, Clinical Specialist OT, Occupational Therapist I & II, Assistant Occupational Therapist
Statistical Data
- 8 specialties: ortho, neuro, pediatric, medical, ICU/critical, hand, burn/scar, lymphoedema
- Daily ≅ 500 inpatient/outpatient (PT & OT)
- Monthly ≅ 8,000 inpatient/outpatient (PT & OT)
- Yearly ≅ 95,000 inpatient/outpatient (PT & OT)
Achievements
- Saudization – PT = 80% Saudi, OT = 47%
- Ongoing in-house training, continuing education, courses & workshops
- Scholarship – Occupational Therapy and Orthotics/Prosthetics scholars
Space Expansion
- Neuro-Rehab Unit expansion
- Outdoor Rehabilitation area
- Main department expansion
- New OT service and office + Burn unit satellite
- New Rehab Center – proposal
- Inclusion of OT in university program
- Newly opened Orthotics/Prosthetics
Patient Care
- Clinical standards – JCIA requirement
- Ongoing auditing (random, peer, chart)
- Specialized assessment forms used across services
Contact Rehabilitation Services
KAMC Contact Numbers
Outpatient Physiotherapy – Occupational Therapy: +966-11-8011111 ext. 12652 / 12662
Outpatient Orthotics and Prosthetics – Post Surgical Physiotherapy: +966-11-8011111 ext. 15157
KASCH Contact Numbers
Outpatient Adult Physiotherapy: Clinic 751 – +966-11-8011111 ext. 50635 / 50636
Outpatient Pediatrics Physiotherapy: Clinic 750 – +966-11-8011111 ext. 50766 / 50767
Outpatient Occupational Therapy, Orthotics and Prosthetics: Clinic 760 – +966-11-8011111 ext. 50615 / 50616
Respiratory Services
Respiratory Services at KAMC is a centralized, flexible, multi-purpose department in terms of the organization and delivery of diagnostic, technical, and therapeutic components of Respiratory Health Care.
High medical and technical standards are a priority in this department and form the essence of organizing, staffing, and delivering effective and cost-efficient medical care to patients.
The department also has extensive involvement in active, progressive, high-quality Saudization and Home Care Programs, which continue to have important implications for the future direction of this field within KAMC and the Kingdom of Saudi Arabia.
Health Information Management
Health Information Management is a support service whose primary purpose is to contribute to the quality of patient care by developing and maintaining a comprehensive Medical Record System.
Services and functions shall be developed and implemented so that confidentiality, privacy, and data security considerations are respected at all stages of gathering and processing health care information.
The system shall also provide Health Information to support and promote the health care facility's related goals and activities in education, training, research, facility management, and decision-making.
The department is open 24 hours a day, 365 days a year.
Health Information Management Mission
Health Information Management at MNGHA takes pride in providing excellent customer service by ensuring accurate, complete and timely health information to patients, medical staff and clinical staff for delivery of excellent healthcare.
Health Information Management Vision
To be a leading clinical record depository by:
- Concurrent Clinical Coding.
- Electronic Health Record.
- Provide high quality utilization reports to support new programs and / or the expansion of current programs.
Health Information Management Objective
To ensure the accuracy, confidentiality and accessibility of health records in both the inpatient and outpatient settings.
Health Information Management Programs
- The centralized Health Information Management shall provide functional support to the health care facility with respect to health information services to include:
- Maintain comprehensive health information for all patients.
- Monitoring of clinical record documentation, for record completion purposes.
- Digital dictation / transcription system.
- Statistical abstracts / indexes.
- Clinical Classification activities utilizing ICD 10 AM.
- Storage and retrieval system, including record tracking.
- Assistance in complying with legal and regulatory provisions and accrediting agency standards concerning health care data.
- Data security, privacy and confidentiality processes.
- Educational programs for students under affiliation agreement.
- Support research activities ad MNGHA.
- Committed to provide high quality to patients, medical staff and allied health professionals.
- Work with Health Ministry to provide expedited services to our patients to receive birth and death certificates.
- Providing E-services through SEHA platform, including: sick leaves, pre-marriage screening, pre-school screening, Immunization record, and COVID-19 vaccination centers.
- Providing E-services through EFADA platform in Ministry Of Finance, for financial exemptions.
- Support our patients to receive needed medical documentations.
Education and Training
Medical Coding Program – Trainees / students from Saudi Health Academy. Upon completion, they will be hired as Medical Coder in the Health Information Management.
Achievements and Awards
- Sick Leave forms have been integrated into SEHA Platform automatically
- Provides academic training for Coding Program students (Saudi Health Academy). These students will be hired as Medical Coder once done with the training.
- Adding “New Baby Registration" E-Form to BestCare System
- Pre-School Screening through SEHA Platform designed by ROI
- Pre-Marriage Form through SEHA Platform designed by ROI
- Immunization Services to be integrated to SEHA Platform (sent for implementation)
- Dashboard for Brief Medical Reports has been designed to process all pending reports
- Working on the National System for Death & Birth Notices which belongs to Ministry of Health & linked to Civil Affairs Offices.
Health Information Management Leadership
Mr. Mohammed Al Dhafiri
A/Director, HIM
Contact
Email: him1@mngha.med.sa
Extensions: 18788
Healthcare Technology Management
Healthcare Technology Management is responsible for managing medical technology at King Abdulaziz Medical City, Iskan Polyclinic, and HCSC. This is accomplished by implementing specific programs aimed at the safe and effective use of medical technology by well-trained Saudi professionals.
The department has installed a new, improved database (through an automated system) to handle the data entry of all requisitions from all National Guard Health Affairs departments. Such requirements are evaluated before approval to avoid duplication or redundancy.
Mission
To apply engineering, technical, and management expertise to identify, acquire, and support safe, efficient, and cost-effective healthcare technology as needed for patient care, education, research, and community service.
Vision
To be recognized as a professional entity that achieves excellence in providing responsible, efficient, cost-effective, and innovative healthcare technology management, which is an essential element in delivering advanced and high-quality patient care, research, and education.
Objectives
- Support and advance patient care by applying engineering and managerial skills to healthcare technology and increase health outcomes.
- Deploy innovative healthcare technology that improves quality of care, contains costs, and increases access to services offered by MNGHA.
Safe and effective use of healthcare technology secures patient safety, high-quality care, and reduces healthcare costs related to technology.
Programs
HTM program consists of the following:
- Technology Assessment and Planning
- Technology Evaluation and Pre-Purchase Selection
- Technology/Equipment Procurement
- Technology Commissioning and Installation
- Technology Development and Medical Devices Integration
- Technology/Equipment Utilization
- Technology/Equipment Inventory, Control and Management
- Quality Performance and Assurance
- Risk Management
- Technology/Equipment Replacement
- Continuing Education and Training
- Technology Decommissioning and Disposal
Education and Training
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The department recognizes the impact of internship training on the future of healthcare technology management. Interns are introduced to oversight of medical equipment and systems, assessment, planning, and integration into Hospital Information Systems (HIS).
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Internship training sometimes includes technical/service training provided locally by manufacturers in-house or within the city.
Achievements and Awards
- Performed 29 major expansions planning, 458 SPRs needs assessment, 120 technical specifications, 33 tender packages, 228 evaluations, 52 equipment replacements, and 39 new technology evaluations.
- Upgraded test equipment and analyzers enabling HTM Jeddah to perform PPMs on defibrillators and anesthesia machines.
- Provided planning and assessment tasks for acquisition of medical devices for expansions, new constructions, and conversions despite limited manpower.
- Reduced operational capital expenditures for spare parts by sourcing locally and monitoring purchases via maintenance management system.
- Supported Property Management in inspecting and testing stored medical equipment.
- Sustained support/maintenance of medical equipment in Aden, Najran, Hafer AlBaten, and Arar missions.
- Implemented Omni Cell’s Supply Trial Program for pharmacy automation across MNGHA regions.
- Received recognition from the Saudi Food and Drug Authority for effective alert/recall management of medical devices.
Leadership
Engr. Abdulrahmas Saleh Al Shuail
Associate Executive Director
Engr. Mohammed Hadian
Deputy, Associate Executive Director
Contact
Email: HTM-AED@mngha.med.sa
Extensions: 16697 / 16623
Clinical Nutrition Services
Nutrition Services provides specific nutritional care services to in-patients and out-patients. Clinical Dietitians are at the center of interaction between doctors, patients, and other healthcare providers. They provide patient contact, counseling, and education to deliver nutrition needs, working with a multidisciplinary healthcare team.
Clinical Nutrition Services supports and supervises staff, SCDP, and interns to conduct clinical nutrition research for evidence-based practices and publications.
Mission
Provide nutrition care and health education to patients and employees, conduct health research, participate in community programs, and provide nutrition training and education to trainees and employees.
Vision
To be part of the National Guard Health system and internationally recognized for excellent services that enhance and improve individual and community nutritional health.
Objectives
- Identify patients at high nutritional risk and prevent malnutrition among hospitalized patients.
- Provide nutritional care services to inpatients and outpatients through assessment, diagnosis, planning, implementation, counseling, and evaluation.
- Train and educate students and healthcare providers.
- Support and promote nutrition education in the community.
Programs
Clinical Dietitians apply professional knowledge in compliance with physician orders and cooperation with healthcare professionals. Services cover high-volume, high-risk clinical areas at KAMC and Cardiac Center, including:
- Total Parenteral Nutrition (TPN)
- Enteral Nutrition (TF)
- Pediatric Cardiac Patients
- Neonatal Care Patients
- General Medical/Surgical Patients
- Endocrine and Diabetes
- Gestational Diabetes and high-risk pregnancies
- Intensive Care Patients
- Hemodialysis and Renal Transplant Patients
- Long-term Care Patients
- Coronary Care Unit Patients
KASCH Programs
- Pediatric gastroenterology diseases (celiac, IBS, short bowel syndrome)
- Pediatric neurological disorders
- Pediatric immunology/allergy diseases
- Pediatric pulmonary diseases
- Pediatric rheumatology diseases
- Pediatric renal diseases
- Long-term care patients
- Metabolic and genetic patients
- Pediatric oncology, hematology, and stem cell transplant
- Liver and liver transplantation patients
- Ketogenic Diet Program for epileptic patients
- Complex care program for children with complex medical conditions
- Nutrition counseling in specialty clinics
- Tele-nutrition launched in 2021
Education and Training
- Staff attended online courses for pediatric nutrition care
- Training staff in clinical nutrition research design
- Conducting eight special courses yearly for adult and pediatric nutrition (ESPEN program)
- Training interns from KASU and other universities
- Training participants from Saudi Career Development Program
- Training physicians for residency programs
Clinical Care Outcomes
- 37% (15,103) of 40,246 patients admitted in 2021 identified as high risk and assessed within 24 hours
- 1,622,012 patients nutritionally assessed and served (2017–2021) in KAMC and KASCH
Achievements and Awards
- Established 15 specialty clinics for adults and pediatrics
- Carbohydrate counting training clinic since 2011
- Celiac Clinic since 2016
- 80 booklets of nutrition education materials
- Ketogenic Diet Program re-implemented in 2020
- Participation in 1000 days program for newborns
- Community awareness programs (Al-Janadryia festivals, etc.)
- Awarded for nutrition care during COVID-19 pandemic
- Nutrition symposiums and obesity awareness campaigns
- Nutrition screening campaigns for nursing staff
- Participation in Heart Transplant program (2020–2021)
- Established Nutrition Formula Committee since 2018
- Tele-health integration in general and specialized clinics
- Active cooperation with Saudi Society of Clinical Nutrition
Education Materials
Leadership
Ms. Heba Bin Hussain
Chief, Clinical Nutrition Services
Contact
Phone: +966-11-8011111
Extension: 11533
P.O: 22490 Riyadh 11426
Email: Nutrition1@mngha.med.sa
Social Services Department
The Social Services Department is a composite part of the entire health care team of the Ministry of National Guard Health Affairs, King Abdulaziz Medical City (MNGHA-KAMC).
The Department exists mainly to help patients and their families understand their health condition, cope with illness, cooperate with the healthcare team, and meet their social needs. It helps the institution attain the highest possible patient service and care level.
Mission
To assist the multidisciplinary Health Care Team in providing comprehensive health care services for patients, families, and MNGHA personnel by recognizing and addressing social and psychological needs. Well-trained social workers ensure efficient and effective service to deliver the highest quality of care.
Vision
- To be a leading Department in Saudi Arabia performing Social Work in liaison with medical professionals.
- To provide excellent social services delivered by a skilled and valued workforce.
- To apply new approaches and technologies to advance patient care.
- To set a high standard of training for University students in the Social Work field.
Objectives
- Solve patients’ and families’ social problems to maximize treatment benefits.
- Participate in health programs and educate the public through international days and events.
- Enhance hospital coverage rate of Social Workers and provide adequate patient support.
- Communicate and coordinate fully with patients and the Health Care Team within proper time frames.
- Develop appropriate social work training programs for University students.
- Ensure employees possess the required knowledge and skills to perform efficiently.
- Improve Department positions in management to provide strategic support for staff.
Programs
- Support Group Therapy (Burn Unit, Dialysis, Long-term Patients).
- Educational Teaching Program for Long-Term Patients.
- Education Program for Cancer Patients.
- Educational and Recreational Activities for Pediatric Patients.
- Mother and Child Educational Program.
- International Days for all Patients.
Education and Training
- Continuous Training Program for Students from different Universities.
- Mother and Child Education Program with Child Care Association.
- Training participation at the Covid-19 Vaccination Center/Hub.
Achievements and Awards
- Delivered more housing options for patients and families from outside Riyadh.
- Provided medical equipment for needy patients.
- Financial assistance for needy patients through internal assessment and referral.
- Conducted Support Group Therapy for patients and families.
- Implemented long-term patient education and schooling programs.
- Continuous virtual calls to connect admitted patients with families.
- Professional development of Oncology Specialists in coordination with SANAD (Webinar).
- Opened iPads and Electronic Games with participation of Royal Highnesses and Dr. Bandar Al Knawy, CEO of MNGHA.
Leadership
Contact Information
Email: Socialsvcs1@mngha.med.sa (MNGHA-KAMC)
Email: Socialservices_kasch@mngha.med.sa (KASCH)
Extensions: MNGHA-KAMC: 12022 / 10152 / 14642
Extension: KASCH: 52073
Food Services Contracts Operations
This department, part of the Support Services Division, oversees the complete management and operation of food services. Through the dedication of professional and hardworking staff, it guarantees the delivery of competent and reliable services.
The team monitors all contractor activities to ensure compliance with duties as outlined in the Prime Contract, approved by the Ministry of National Guard Health Affairs (MNGHA).
Mission of Food Services
To ensure the delivery of nutritious meals and food-related services to patients and staff, in alignment with contractual obligations.
Vision of Food Services
To achieve excellence in healthcare food service by delivering safe, high-quality meals. We aspire to be the top provider for eligible citizens, including National Guard members and their families. Our service trolleys are computerized, temperature programmable, and use forced air convection to safely serve hot and cold items simultaneously, while adhering to HACCP principles.
Objectives
- Deliver high-quality food services to patients and cafeteria patrons.
- Maintain zero food contamination through enhanced HACCP monitoring and quality assurance programs.
Programs Provided
Food Service Training Program for University Intern Students:
- Monitoring contractor's daily operations
- Store delivery and receiving
- Monthly invoice management
Education and Training
- Fire and life safety in-service training
- HACCP certification and workshops
Achievements and Awards
- Certificate of Appreciation – CBAHI (2018)
- Certificate of Appreciation – JCIA 4th Re-Accreditation (2019)
- Certificate of Appreciation – 1st CBAHI (2021)
Contact Food Services
King Fahed Hospital: Ext. 12837
King Abdullah Specialist Children’s Hospital: Ext. 50015
Health Promotion Services
The Health Promotion Services ensures that all National Guard patients and their families are provided with the best education, following JCAHO standards, to increase their knowledge and skills regarding the disease process, prevention of diseases, treatment plans, and treatment alternatives.
Increasing capacity is innately built into the education and learning process for both the provider and recipient. By disseminating evidence-based knowledge and practical experience in health promotion and health education, the momentum of a healthy population is moved forward.
Health Promotion Services is responsible for Health Education, Patient Education, Community Education, Producing Health Education Materials, School Health Programs, and National and International Health Days Activities. The HPS sponsors Health Awareness events on numerous topics frequently throughout the year.
Contact Health Promotion Services
Telephone: +966-11-8011111 Ext. 12230
Email: hps@mngha.med.sa