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Customer Care Safety

Cairo, Cairo Governorate, Egypt
March 22, 2020

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Dr. Mahmoud Yahya

Improve organization performance through leadership management, strategic planning, innovative Entrepreneurship, creative marketing and quality management tools & standards.

Personal & Contact data

Address: Obour City, Cairo, Egypt.

Phone: +2-011********,


Date of birth: 21/9/1984.

Marital status: Single.

Nationality: Egyptian.

Military status: Exempt.

Languages & Technology & Skills

English: fluent in speaking, listening, reading & writing, “IELTS (7) band”.

Arabic: Native, the mother tongue.

Computer: Excellent user of the operating system, internet, Microsoft office, Minitab, Primavera, statistical charts, & etc.

Skills: Work under pressure, lecturing, good communication skills, team work, leadership, creativity, reliability, acceptability, credibility, entrepreneurship, and thriving to know more.

Knowledge & Courses

Hospital Management And Applied Healthcare Quality Management And Healthcare Quality Standards (ISO 9000, 14001, JCI, ISQUA, CBAHI) Courses

Black Belt Lean Six Sigma Course & Information Management & KPIs Course

People And Human Factor Management Course

Strategic Planning Course & Communication & Leadership Skills Course

Risk Management & Patient Safety Course

Change Management & Performance Improvement Course

Facility Management And Safety Courses

Marketing Course (Sales, Customer Care, & Advertising)

Qualifications & Education

Bachelor of medicine and surgery, Faculty of medicine, AinShams University, 2008.

Total quality management diploma in healthcare (postgraduate professional one year diploma) (DTQM-HC) at The American University in Cairo (AUC) “accredited by (ACCET), 2012

Patient Safety Certificate Program, Armstrong Institute for Patient Safety and Quality, Johns Hopkins Medicine, Baltimore, MD 21202, 2019

Applied hospital healthcare quality management course, 2013.

Six Sigma Black Belt Course with “Anexas”, 2017.

Risk Management and Patient Safety Course, 2017.

Infection Prevention And Control Course, 2017.

OSHA "Occupational Safety and Health Administration" & Facility Management and Safety Courses in Healthcare at the Ministry of Health Of Saudi Arabia, 2015.

HACCP "Hazard Analysis and Critical Control Point" Training Course, 2015.

Marketing course with (AIESEC) (AUC), 2013.

Research principles and theories course at AinShams University, 2013.

Employment & Experiences

Quality and Risk Management and Patient Safety Deputy Director at Aseer Central Hospital "ACH" (600 Beds CBAHI & JCI Accredited Hospital in Saudi Arabia), 01/2017: 01/2020.

Quality Management Specialist, Quality Management Assistant Director, Safety/ Risk Management Officer and Infection Prevention Liaison at Abha International Private Hospital "AIPH" (150 Beds CBAHI Accredited Hospital in Saudi Arabia and preparing JCI), 02/2015: 09/2016.

Quality Management Specialist Doctor And Clinical Pathology Resident Doctor at Egyptian Ministry of health Hospitals “Darelshefa hospital “Egyptian accredited hospital”, at Ain Shams university hospitals (tertiary university hospital) and the council of psychiatric hospitals ‘governmental sector’”, 05/2010: 01/2015.

Partner and Freelancer in "DEVELOPOLOGY.NET" for Management Consultations and Solutions in cooperation with "EGADAH", various projects healthcare organizations (planning, designing, systems, marketing, development, quality management and management), 01/2010: till now.

Doctor “General Practitioner Physician” at Ain shams university hospitals (tertiary hospital), 03/2009: 02/2010.

Achievements & Projects

Designing and Making Hospital Policies & Procedures, Systems, Strategic Plans "Balanced Score Card", Operational Plans, Financial Budget, Staffing Plans and Quality Plans, Verification Folder "Documentation Process".

Establishing Clinical Pathways, Guidelines and Algorithms.

Implementation of change management.

Establishing & implementing quality indicators "KPIs" and Data analysis

Establishing marketing competitive advantages, marketing Plans and market research.

Performance improvement in Quality Improvement Projects in all hospital departments e.g. "SBAR Model in Handover, SOAP Model In Documentation, plan of care, Competency Program, Waiting times & length of stay, ERD Fast-track, Safety Huddles, Medication errors failure mode and effect analysis, Global trigger tool for AES, ADAA Project with GE, Clinical Audit Project and MEWS early warning score System”.

Lean Six Sigma, OVR systems and methodologies

Case Management in Healthcare.

Accreditation preparation and standard compliance “JCI and CBAHI standards”.

Risk management and Patient safety.

Patient and staff satisfaction.

Clinical Review.

Utilization Review.

Management of information.

Education and training.

Hospital Committees organization management

Measure and monitor performance

Review and evaluate “Structure, Process and outcome”

Auditing and walk-round surveying


Available upon request.

Contact this candidate