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During his tour of the Emergency Operations Centre, Dr Al Serkal reviewed the operational mechanisms based on prevention, proactiveness, and rapid response, alongside continuous monitoring of vital operations and healthcare resources. The centre represents an advanced, integrated operational model working around the clock to manage crises and health emergencies, ensuring uninterrupted service delivery.
The centre also enables real-time coordination between the institution’s facilities and relevant national entities, accelerating decision-making and optimising the deployment of medical resources based on field needs. Its branches in Sharjah, Fujairah, and Ras Al Khaimah further enhance field readiness and response across a wide geographic area.
As part of efforts to boost operational efficiency, Dr Al Serkal highlighted the development and implementation of the proprietary “Ghiyath” system for managing emergencies and crises within its Emergency Operations Centres. This advanced digital system allows real-time monitoring of critical operations and efficient allocation of medical resources to areas of greatest need, while ensuring seamless data exchange and coordination with local authorities.
This integrated system, combining advanced digital solutions with best operational practices, reflects the organisation’s commitment to international standards in health emergency management. The Emergency Operations Centre has also obtained several international accreditations in business continuity, risk management, and institutional resilience, reinforcing confidence in the healthcare system’s preparedness.
The visit also included Al Khalidiya Primary Healthcare Centre, which serves a population of approximately 9,000 people and provides a comprehensive range of medical services, facilitating access to care without the need to visit hospitals.
The centre currently offers 22 healthcare and diagnostic services, compared to 12 in 2021, reflecting ongoing expansion to meet community needs. Services include family medicine, urgent care, non-communicable disease clinics, mental health, dental care, maternal and child healthcare, and reproductive health services, which recorded 1,747 beneficiaries in 2025. Premarital screening and counselling services also served 1,342 beneficiaries during the same year.
The centre also provides preventive screenings, vaccinations, and integrated support services such as radiology, laboratory, pharmacy, and clinical nutrition, enabling patients to receive a complete care journey in one location—from early diagnosis to treatment and follow-up—enhancing prevention, improving quality of life, and ensuring a seamless healthcare experience.
Dr Al Serkal noted that Al Khalidiya Health Centre receives around 35,000 visitors annually and has achieved a high customer satisfaction rate of 95%, reflecting the efficiency and accessibility of its services, as well as the role of medical and administrative staff in delivering a patient-centred experience that strengthens community trust.
In line with efforts to enhance patient experience, the centre continues to develop its services through innovative initiatives, including telemedicine, which recorded around 5,000 virtual consultations in 2025. It also organises regular customer councils to engage directly with the community and understand their needs.
Additional initiatives include the “Official at Your Service” programme, which provides direct communication with management to address inquiries and feedback promptly, home delivery of medications, medicine inquiry services, and the “Safe Diabetes” initiative, which supports patients in managing diabetes effectively and improving their quality of life.
At the conclusion of the visit, Dr Al Serkal praised the efforts of the medical and administrative teams at both centres, emphasising the importance of continuing to enhance services and adopt digital solutions and medical innovations. He noted that these efforts contribute to improving patient experience, facilitating access to healthcare, and supporting the UAE’s vision of building a globally leading healthcare system centred on human health and well-being.
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