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Mr. Dimitri Makhatadze, the founder and Business Development Advisor at MediClubGeorgia spoke to The Diplomat about MediClubGeorgia's operations and the success levels attained by the company over the years. He tied the company's successes to innovation, vision, and professionalism which he recognized as the major points in their strive for excellence and worlds best medical practices in Georgia.
Mr. Makhatadze believes the company's success can serve as the launch pad for more successes in the area of medical services in Georgia.
MediClubGeorgia is a part of a transnational holding that is focused on rendering high quality medical services in the South Caucasus region. This transnational holding unites a network of clinics of the medical company, MediClub, and an insurance company, "A Group" - both based in Azerbaijan. How did this status and the experience of operating in a neighboring country help you to find your place in the Georgian market?
Operating under the umbrella of the transnational holding is a privilege and it comes with enormous responsibility for us at the same time. It is related to having adequate reportage for a united government system as our work covers the shared experience of joint management between the clinics in Georgia and Azerbaijan, maintaining the principles of healthy competition, constant preparedness for challenges and the pursuit of achieving the goals, combined with the joint forces of the fight, to solve challenges of high difficulty. This organizational culture enhances the structures in the transnational holding and it helps us to maintain the leading positions in the local markets due to a high level of trust and confidence reposed on us. The Georgian and Azerbaijani Parties of the transnational holding share the successes and difficulties of each other, and we take into consideration the overall corporate interests which is, strengthening the joint potential on the international medical market.
MediClubGeorgia was founded in 1999 and still continues to provide medical services with some of the highest standards. What has been the driving force behind MediClubGeorgia's success this past 20 years?
MediclubGeorgia was founded in 1999 to provide medical service to the British Petroleum Company. It was necessary to provide top quality international medical services to the British multinational oil and gas giants and, it was this that determined the corporate concept of MediClubGeorgia and the level of standard of its operation. The British Petroleum Company remains the main corporate client of MediClubGeorgia and we are very grateful for these 20 years of fruitful cooperation that laid the foundation for many other successful medical directions.
At the initial stage, only contractor companies could access the MediClubGeorgia Clinic, but the number of applicants who were demanding high quality medical care increased daily so, the company decided to enter the broader consumer market.
In March 2010, the company celebrated its ten years of operation by opening the MediClubGeorgia multi-medical center on 22a Tashkent Street. The multi-medical center offers a wide range of ambulatory services and emergency care with 55 in-patient beds and 7 ICU wards from which the highest quality of medical services are provided to patients in line with international standards.
20 years ago, MediClubGeorgia commenced operations with 10 employees, on a 150 meter square leased area, one corporate client and 100 patient services. Today, the medical centre of MediClubGeorgia is located in a 7000 meter square owned area, with the employees up to 400, serving more than 40 corporate clients, and providing more than 250,000 medical services annually. Today, the medical center operates with a team of professionals moving in one rhythm, which are always ready to attain new peaks to manage every patient's health and to save every life.
What was the medical market like at that time and how is it today? How do you stay consistently competitive?
The medical market is one of the fastest growing markets around the world, and in Georgia. The landscape of medical institutions has changed radically and has significantly improved over the past 10-20 years. Therefore, maintaining competitiveness requires constant focus on development, which is the key to the success of our company.
In 2017, the Medical Center MediClubGeorgia, was granted international accreditation by Joint Commission International (JCI), one of the most authoritative international organizations of accreditation for medical institutions.
The medical center MediClubGeorgia, is one of 600 hospitals with similar accreditation worldwide, and is the first clinic in Georgia that satisfies the international standards for the quality of hospital services and patient safety necessary to receive the JCI's accreditation.
JCI's accreditation is considered as the best way to demonstrate the quality of health care and is recognized as a global standard of health. Today, 1096 different health care institutions in the world are accredited by JCI which, is the subsidiary and international affiliate of the most widely recognized and largest accreditation organization in the United States, the Joint Commission.
Through international accreditation, consultation, publications and educational programs, JCI provides execution of the Joint Commission mission at the global level in 110 countries, with the assistance of international organizations working in the field of health, public health agencies, medical institutions and ministries involved in quality assessment and patient safety improvement.
The JCI Auditors Group evaluated the full spectrum of the medical center MediClubGeorgia, in compliance with the established standards for hospital services such as inpatient, out-patient and emergency service. The assessment included all aspects of the service: patient safety, health assessment and treatment schemes, medication management, prevention and control of infections, surgical and anesthesia services, laboratory and instrumental diagnostic services, nursing care, focus on improving the quality of healthcare services, protection of the rights of the patient and his family, proper medical records and health information system, staff qualification and education, development of facility infrastructure and safe operation, effective clinical management, and the activities of the Learning Resource Center.
The accreditation of the MediClubGeorgia medical center also placed Georgia on the world map of medical institutions accredited by JCI, and this is a significant success for our clinic and the health care system of Georgia as a whole.
This kind of approach to development and our commitment to the continuous improvement of our quality of medical care helps us to maintain competitiveness in the national and international markets.
What are the main advantages of being a MediClubGeorgia patient?
In a rapidly changing world of health care, it is necessary to override the time and to be ready to meet new challenges. We operate based on three main principles and these principles; we employ to implement our mission. They are:
■ Innovation.
■ Vision.
■ Professionalism.
We are constantly on the lookout for innovative methods of treatment and management of diseases that we can incorporate in our practice. We use innovative technologies and innovative approaches to act in accordance with the best clinical practices.
The most important thing that distinguishes us from others is a special vision and approach to taking care of the interests of patients and their family members. This we do, to gain their confidence in establishing genuine partnerships between the doctor and the patients, to achieve optimal results from treatment.
The major keys to success and the high standards maintained by our medical center is due to the team of MediClubGeorgia professionals. We strive to attract only dedicated staff. The best thing we as staff can do for the company is to invest in the growth and development of specialists. As a result, we bring on professionals, which is a guarantee of our quality.
The MediClubGeorgia Professionals Team ensures that each patient receives exclusive, personalized, high quality services, from the first point of contact, until the end of treatment and subsequent surveillance.
MediClubGeorgia holds first place in the list of medical providers for many embassies. International companies and organizations are also using your services. What do you think is the main factor that has made you gain and maintain their trust?
MediClubGeorgia has been offering patients high quality standards of care which meets every known international standard through our team of professional specialists. These professional specialists are the subject of our company's particular pride and care for its development and maintenance from the very first day of existence. The clinic offers a wide range of medical services, starting from family doctor services – including international medical evacuation and escorting. The clinic operates 24 hours, 7 days a week.
MediClubGeorgia is the first medical company in the Transcaucasian region, which has received ISO certification since 2004 and has continuously maintained it over the last 16 years.
MediClubGeorgia is guided by OHSAS 18001: 1999 with international standards to ensure safe and healthy environment for its own employees, as well as for all the people dealing with the company's activities.
We cooperate with well-known international insurance companies such as:
■ ISOS
■ BUPA
■ CIGNA International
■ Tricare International
■ GVA-Global Voyage Assistance
■ GMS Services International, etc.
We get all this credit due to the constant improvement of the quality of our services provided and all of these factors help us to gain trust.
MediClubGeorgia is a member of various medical societies and associations in Europe and America. What do you think is the role of international partnership in the field of health care in Georgia?
The cornerstone of the healthcare system as a complex composition and multicomponent conglomerate is in teaching and sharing experience. Moreover, the basic principle of medical ethics is to study and teach others. Thus, without exaggeration, it is impossible to develop health care in Georgia without international partnership.
MediClubGeorgia has established a long-term relationship with its partners to provide high quality medical services.
Since 1999 MediClubGeorgia has been a member of the World Association of Disasters and Emergency Medicine (WADEM); since 2001 - member of the European Association of Travel Medicine; In 2005, MCG Resource Center signed a contract with Medic First Aid and it became a Gold Training Center. 2006 - member of the UN Global Compact. 2007 - We became a training center for American Heart Association (AHA) and a partner of AIHA (American International Health Alliance). In 2008 - we became a partner of Moses Taylor Hospital (Scranton, PA, USA); a partner of the University of Scranton (Scranton, PA, USA); a partner of Capita Health Solutions (Aberdeen, UK) and other western and American associations and institutions.
In 2011, MCG was the only nominee from Georgia for the European Quality Award by the European Business Assembly.
Since 2012, MCG has been involved in intensive therapy as an authorized provider from the Royal Surgical Collegiate Course in Pre-Hospitalization Stage 2013.
In August 2012, MCG became a Member of the American Hospitals Association (AHA). The Association of American Hospitals was established in 1898 and is still one of the most authoritative organizations in the field of healthcare quality administration and management.
In the clinic, we constantly hold events aimed at deepening professional cooperation between physicians and their colleagues.
On April 10, 2011, a unique surgery was conducted for the first time in Georgia. It was a surgery of a large intestinal tumor via a laparoscopic method and it was performed by Georgian surgeons. In May 2012, a series of unique operations were conducted, which was transmitted directly to Live Surgery and was completely interactive. Georgian specialists were invited as operators, and they held a master class for their 120 colleagues. In July 2013, MediClubGeorgia hosted a two-day master class of the world's first scientific research institute - Zimmer Institute of traumatology.
Since 2016, MediClubGeorgia has been cooperating with Olympus and we are an international training center for laparoscopic surgery.
Since 2017, our Medical Center at MediClubGeorgia has been certified by the golden seal of the JCI Accreditation.
It is worth mentioning that you have your own Learning Resource Center, which is also in partnership with several foreign training centers. Why did you decide to establish this center and what is its importance to your clinic?
The MediClubGeorgia Learning Resource Center (MCG LRC) is a very important structural unit that caters for over 500 trainings for various medical and non-medical professionals annually, with various programs and training plans developed in cooperation with some of the world's most recognized training centers.
In 2007, MediClubGeorgia and the American Heart Association (AHA) signed an exclusive contract to establish the International Training Center for the Caucasus region, on the base of the Tbilisi clinic and it still is the only international training center in the region, which is authorized to conduct medical professionals training in basic resuscitation measures, pre-hospital stage cardiac intensive therapy of maintenance and Pediatrics, and to issue a certificate of the American Heart Association to the providers and instructors.
Since 2013, MediClubGeorgia has held several trainings on lifesaving methods on Pre-Hospital Trauma Life Support (PHTLS) and this course is part of the American Surgeon College trauma programs.
Our Training programs and curriculum are designed for medical professionals (doctors, nurses, paramedics) and non-medical professionals according to the following certified training courses:
■ Basic Life Support (BLS);
■ Advance Cardiac Life Support (ACLS);
■ Advance Trauma Life Support (ATLS);
Any person can reach the trainer, instructor, and trainer-instructor level after successful completion of the courses.
The MediClubGeorgia Training Center has the most easily adapted lecture halls and rooms for practical training at 300 square meter area. There is a multifunctional laboratory in the center where the environmental imitation is carried out in a simple and general-purpose chamber including a high-tech intensive therapy chamber and sampling. The training center is equipped with necessary technical resources for training: computers, audio and video equipment, cardio monitors and simulators.
With special training programs created for non-medical personnel, more than 1000 different levels lifeguards are prepared annually at the training center.
From the day of its establishment, more than 15000 people have been trained at the MediClubGeorgia Training Center. The training center since its establishment has implemented over 50 different educational programs.
The most important thing is that the Learning Resource Center is a continuous professional development training base of the company's staff and it thus plays a vital role in the development of the clinic. Finally, what are your plans? Where do you see MediClubGeorgia in 10 or even 20 years from now?
All our future plans are related to the continuous quality improvement and the strategic vision of sustainable development. This should allow us to develop ourselves as a collaborative center for the quality oriented systemic attitudes of clinical management for our international partners and to guarantee dynamic realization of patient oriented best clinical practice innovations in our country.
KETEVAN KRIALASHVILI