Emirates Group Medical Services

Emirates Group Structure

Medical Services Structure

Why do we exist? Quality. Control. Cost.

Mission and Customers / Stakeholders Deliver and fund health care services which promote optimal people and business performance. Customers The company and its business units i.e. Fleet, Engineering, Service Delivery, dnata Travel and Ground Handling. Eligible patients and staff (for the clinic and insurance). The regulators i.e. GCAA, Dubai Health Authority. External partners

Service Goals Identify and understand the health needs of the company and develop appropriate cost effective models to fund and address these.   Develop a health care network which leverages the benefits of all elements and components of the health service to the benefit of the patients and business. Use appropriate, flexible models to ensure the delivery of care according to the needs of the business and patients i.e. own and deliver services; manage and deliver services by outsourced providers utilising company infrastructure; complete outsourcing. Promote wellness among the Emirates population using a range of internal and external strategies. Employ systems and technology which promote individual accountability and enhance access to healthcare and health information, so that they can make rational sensible health choices.

Clinical Clinical Health promotion and prevention Wellness Aviation medicine Primary care Clinical Psychology Dental care Rehabilitation Consultancy Allied health services Medical Benefits Insurance Vendor management Employee Assistance Social Work Counselling

Demographics / Activity Population 89,000 insured, including 58,000 staff and 31,000 family members. 4,500 pilots. 22,000 Cabin Crew Growth. Normally grow at between 7-9% per annum. Stable for the past year, but now gearing up for growth. Clinic Activity 290,000 consultations per annum (including doctors, nurses, dentists and hygienists) Average visits per year 6.24 (not including visits to external providers).

280 People 35 doctors (about to add another 15). 31 Nurses (about to add another 15). 9 Dentists and 7 hygienists 35 admin staff. 9 pharmacists, 12 laboratory, 12 laboratory. 5 making up Emergency medical kits. 5 Emergency Medical Technicians 1 Podiatrist; 1 Nutritionist. 13 counsellors 35 Group medical Trainers 24 Insurance staff 50 outsourced in Clark including 6 telemedicine doctors.

Organisational Benefits Trusted expertise Regulatory compliance Cost effective services Compassionate care A collaborative system – understands the business. Flexibility

Challenges What keeps us up at night Health care quality (global challenge, market driven health care). Health care costs. Ensuring we are agile i.e. create frameworks which address growth, pivot as required; enable flexibility. Supporting the operation – making sure the company is operating. Regulatory – compliance domestically and globally i.e. data privacy, cyber security, medical regulators. Globally – operating into diverse regions with a diverse workforce i.e. Erbil, Myanmar, Kabul, Sydney, Bangkok, New York, Milan. Customer expectations – health care consumers, the organisation.

Targeted high value care General care Gatekeeper clinics at key work and accommodation areas More links to occupational medicine and prevention of injuries More persons included to increase benefit to other companies and increase negotiation potential Specialists Controlled referrals to Network providers Choice for external network maintained, but benefits capped to network rates to increase accountability Negotiations with providers on partnerships Super Specialist Premium network providers for super specialist care – e.g. Oncology, GCAA, Cardiac Focussing on value where appropriate for more straight forward clinical requirements Utilising overseas facilities where appropriate to benefit from reduced costs and high standards of care

The Future Where are we going into the future. We are here to stay and we will grow with the company. Priorities. Understand what these are and ensure we are meeting them. Initiatives – technology. Mobile, intelligent, delivers as promised. Control Own what we need to (strategically important); use providers under our direct control; outsource as appropriate.

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