Where Ambition and
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Job Details

SIDRA3614 - Manager- Physical Space and Processes

Department: Deputy COO Div
Division: Deputy COO Dept
Contract Type: Full Time
Closing Date: 31-Mar-2017
Organizational Profile:

Sidra Medicine is a state of the art academic medical center that will function to the level of the highest international standards. Its clinical focus is on the specialty care of women and children.

Sidra’s Vision is: “Sidra Medicine will be a beacon of learning, discovery and exceptional care, ranked among the top medical centers in the world”.

Achieving this vision will encompass three essential activities:

World Class: Patient and Family Centered Care Health Education Biomedical Discovery

Once fully operational by mid-2018, Sidra Medicine will handle 275,000 outpatient appointments, 11,000 procedures, 100,000 emergency attendances and deliver over 9,000 babies per year, adding capacity to a rapidly growing population and delivering world-class specialist care.

The hospital will include 10 operating theatres, 400 beds, 100 percent single rooms with a private bathroom, a birthing center and an emergency department.

DEPARTMENT/BRANCH PROFILE: The Patient Experience Portfolio ensures patient and family-centered care by partnering with all clinical and non-clinical staff to set a new standard of excellence. The Department serves as a leader, catalyst and advisory resource for patient experience initiatives across Sidra. The Portfolio creates the PE strategy and provides direction, resources and data analytics to: identify, support, and publish sustainable best practices; and to collaborate with a variety of departments to ensure the consistent delivery of patient-centered care. The Portfolio’s major programs include interpretation services, guest relations, customer relationship management software, Patient entertainment system and volunteer services

The Manager - Physical Space and Processes manages and influences activities related to patient experience at Sidra, including but not limited to interior design of the hospital, the common areas and the patient flow ensuring a successful patient journey.


S/he is responsible, in close collaboration with both Sidra Facilities and QF, to oversee and help manage all the changes to the physical space.  S/he recommends changes in order to serve the needs of the intended patients of Sidra, and carry on a proper change management processes, closely coordinated with other stakeholders. Maps the patient flows to ensure efficiency and add value throughout the patient journey.  In collaboration with multiple stakeholders, and under the direction of the Patient Experience Steering group, the Manager will develops and maintains a common theme for different areas to ensure that the Sidra Brand is adapted and used appropriately across the hospital.


S/he assists the Director – Patient Experienceprovides resources, support, and recommendation for best practices; and collaborates with a variety of departments to ensure the consistent delivery of patient-centered care


  • Bachelor's Degree in Architectural Engineering, Interior Design, Facilities Management, or a related field.
  • 10+ years of progressive experience, including:

  • 5+ years’ of relevant management experience within a complex health care organization
  • 3+ years’ experience in project management.
  • Experience in maintenance of buildings.

  • Experience in safety and quality of buildings

  • Demonstrated ability to develop and implement a strategic plan

  • Strong problem solving skills

  • Demonstrates entrepreneurial approach, results-oriented and proactive self-starter, has a strong sense of pace and urgency.

  • Demonstrated knowledge and involvement in patient and family-centred care (PFCC) initiatives

  • Demonstrated ability to communicate to varying constituencies effectively

  • Demonstrated deep knowledge of local culture, service expectations and Islamic religious beliefs and customs

  • Proficiency with Microsoft Office suite

  • Fluency in written and spoken English 


  • Experience in a similar role in an academic medical center

  • Experience working in a Arab country, particularly the GCC
  • Certificate in Patient Experience Leadership from The Beryl Institute or equivalent training programs from a reputed institute

  • Certificate/Diploma in Facilities Management
  • Proficiency on other designing applications and software


  • Participates in the development and implementation of the Patient Experience Portfolio plans, in line with the corporate objectives in order to continually improve the overall patient experience.

  • Directs and manages Physical Space and Processes Section mandates, providing leadership and facilitating work processes in order to achieve high performance standards

  • Implements change in the section providing guidance and support necessary for continuous improvement

  • Develops department wide policies, procedures and infrastructure to support best practices in patient experience throughout Sidra

  • Ensures compliance with organizational policies, procedures and quality standards in the Division

  • Provides statistical data and/or reporting on monthly and ad-hoc basis for management related to point of service issues

  • In collaboration with stakeholders, designs and manages patient workflows and journey.

  • Monitors the overall patient flow to ensure a uniform, safe and successful journey.

  • Recommends the use of advanced technology to facilitate the optimum patient journey. 

  • Assigns or classifies space according to appropriate standards or procedures.

  • Develops, analyzes, and reports on space needs, assignments, and usage to support optimum patient experience.

  • Analyzes impact of new construction, renovation, and various remodeling on the patient’s experience

  • Assists in the planning of projects involving space use change

  • Oversees building maintenance activities to ensure minimum patient destruction.

  • Oversees catering, parking services and security services.

  • Ensures that facilities meet government regulations and environmental, health and security standards

  • Ensures that all areas of children hospital facilities, design and furniture are child friendly and safe for informal inexperienced use.

  • Recommends changes to the overall layout or design in special areas for targeted patient groups.

  • Manages and monitors patient waiting areas in the clinics, hospital and common spaces.

  • Ensure that patient waiting time is spent in a useful way to add value to the overall patient journey.

  • Maintains an up to date knowledge related to patient waiting time trends, local common preferences in design and children (age from 2-18 years) top attraction activities.

  • Manages and monitor patient changing rooms and ensures that they meet clinical and patient needs.

  • Implemens a fool proof signage system in the hospital, and keep an up to date knowledge of all the civil work changes that impact patient trip to Sidra.

  • Coordinates with Sidra Way Finding App, and monitor all guiding direction information shared with patients (via official website, SMS, etc.)

  • Oversees all the internal direction and guidance signage in the clinics and hospital.

  • Coordinate with clinical leads to identify a common theme per area with customized changes to attract different patient groups.

  • Coordinates with branding and ensure a consistent implementation across the organization. 

  • Drives collaboration with cross-functional teams to achieve effective solutions for Sidra

  • Supervises, coaches, coordinates and monitors work, workload and performance of divisional staff to ensure that high level of employee engagement, capability development, quality is maintained and learning opportunities are provided

  • Plans, directs, and manages the coordination of the experience training and development activities in collaboration with directives from leadership

  • Defines goals and key performance indicators for each member of the team and ensures effective application of the Sidra performance management process

  • Develops strategies to support and improve staff performance, customer service delivery and process improvement.

  • Directs planning and selection of manpower in the Division, in line with the business and operational plans insuring skills mix optimization.

  • Coordinates with HR and participates in the selection and hiring of staff as required.

  • Adheres to Sidra’s standards as they appear in the Code of Conduct and Conflict of Interest policies



In view of the evolving needs and opportunities within Sidra during this pre-operational phase, this position may be required to perform other duties as assigned and reporting relationships may vary
Sidra’s Organizational Values:
  • Trust: Being competent; acting consistently, reliably and predictably; acting with honesty and integrity; respecting patient, employee and commercial confidentiality; delivering on commitments
  • Care: Acting with empathy, kindness and compassion; being humble; listening and responding; acting with cultural sensitivity; Caring for patients and staff
  • Teamwork: Sharing information and knowledge and learning from demonstrated expertise; being respectful, and thereby earning respect of others; acting with professionalism; leading and following; collaborating and being accessible
  • Transparency: Frequent and honest communication; open access to information for decision making; willingly acknowledge shortcomings; speaking up about concerns; publishing performance indicators
  • Innovation: Freedom to innovate; welcoming ideas and encouraging creativity; supporting talent; creating confidence; celebrating successes
  • Efficiency: Providing measurable value; using data to drive decision making; having and achieving clear goals; building processes that work; continuously improving outcomes in patient and family care
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