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Abstract
Objective:
To find out why makes SHIFA HOSPITAL such a successful model of business.
Method:
A Mixed Methods was adopted for this study in which we used observation and interview (data
available online on different sites and visiting Shifa Hospital for interview).
Conclusion:
The main reason the SHIFA HOSPITAL is successful, is their determination of providing best
quality health care services to their patients. (For complete conclusion, see the end of study)
SHIFA HOSPITAL
History
After completing internal medicine residency from USA, the Shifa international hospital
founder , (late) Dr. Zaheer Ahmad , called a meeting at his apartment in Brooklyn, New York on
the weekend of July 20 and 21 of year 1985. Invitee of this meeting were his four friends from
Pakistan who were also doctors in USA and they all were interested in discussing the idea of
building high class medical hospital in Islamabad, Pakistan.
The participants of the meeting included Dr. Manzoor H. Qazi from Leesville, Louisiana, Mr.
Muhammad Zahid from Kew Gardens, New York, Mr. Samiullah Sharief from Brooklyn, New
York, Dr. Sabir Ali from Palm Bay, Florida and Dr. Zaheer himself. Dr. Zaheer Ahmad was
assigned the task to prepare feasibility report for the proposed hospital and action plan for it.
At the end of the same year, Dr. Zaheer Ahmad moved to Islamabad to start work on this
project.
The hospital was first incorporated on September 20, 1987 as a private limited company, and
converted into public limited company on October 12, 1989. The first Shifa office was
established at the residence of Dr. Zaheer Ahmad in sector F-8/3 of Islamabad. Later it was
moved to a commercial rental place in Blue Area, and finally the site office building was
established in January 1988.
Shifa Foundation was established in year 1991 and one of its function is to provide funding to
underprivileged people of society who can’t afford to pay for expensive medical treatments at
Shifa hospital.
The hospital listed at the KSE in1995. Since that time, it has the unique position in the Pakistani
corporate sector since it was the only healthcare enterprise in the corporate sector, which was
listed on the stock exchange of Pakistan.
Hospital Building
Hospital building is located in H-8 sector of Islambad. Capital Development Authority (CDA) has
designated this sector for government offices and educational institutions and it is located in
the heart of Islamabad. This selection of location makes it easy accessible for resident of
Islamabad from all four corners. People coming to Islamabad from north or south via Kashmir
Highway or coming from east via Islamabad Expressway have easy access to get to the hospital
without getting in the way of local city traffic.
The CDA allotted a plot measuring 8 acres to Shifa International on July 19, 1988 and additional
land measuring 2.98 acres was allotted on June 14, 1989 at Rs100 per square feet. Hospital land
was given at the rate of Rs100 per square feet since it was acquired for charity hospital.
Pakistan Medical and Dental Council (PMDC) had inspected Shifa Tameer-e-Millat University,
SHIFA HOSPITAL
Islamabad and Shifa International hospital on November 20, 2013 and found that the hospital
had allocated 100-150 not-for-profit beds.
After acquiring over 11 acres land in H-8 sector of Islamabad in 1987, Center Research
Incorporate (CRI), a hospital development company in Princton, New York was hired to develop
the plan and design of the project. CRI completed master plan of hospital building in 1989.
Today, the hospital’s Block – A, B, C, D, E, F & G, ICU beds, new ORs etc., sprawled on its site are
efficiently functioning. Hospital is located at the intersection two main raods; Patras Bukhari
Road and Service Road. Entrance gates for Block A to Block D are on the Patras Bukhari Road
while others hospital Emergency section is on the Service road.
Block A is used by the hospital administrative staff and Block B is used by the IPD patients.
There are four entrance gates, which are used by these two blocks (block A and block B) and
there is plenty of car parking space available for the convenience of patients and hospital staff.
The OPD patients use Block C and patients use gate number five and six to gain entrance into
OPD section. There is no car parking available inside the hospital building for OPD patients,
therefore only patients who are unable to walk are permitted for drop off service. Rest of OPD
patients have to park their vehicle outside the hospital building and walk to OPD section. Once
inside the block C section, after security checks, there is a payment counter on the right side
where patients provide fee before they proceed to waiting area to see the concerned Doctor.
Block D, E and block F provide laboratory services and exist between emergency and other
services such as OPD and IPD section for easy sharing of laboratory services.
Emergency section is located on the service road and there is limited car parking space is
available for patient families, however it is not enough to accommodate a modest number of
patients. This results in inconvenience to families to patients and force them to park their
vehicle on the roadside.
On one end of 11 acre hospital land stands four story building of Shifa Tameer-e-Millat
university. This building is specifically design for the educational purpose and is therefore
completely separate from the hospital building.
SHIFA HOSPITAL
SHIFA FAMILY
Shifa Foundation
Established in 1991, Shifa Foundation is a Not-for-Profit organization that focuses on Health,
nutrition and Safe Water for deprived segments of Pakistan. We truly believe that standard
health, education and nutrition facilities lead to elimination of poverty from a nation. Since our
existence, we have developed our technical expertise along with better understanding of
community engagement, health and hygiene practices and nutrition. Furthermore, by using our
experience and research, we have also advocated and influenced the policy makers and
practitioners to invest on health and food security for the marginalized segments of our country.
has qualified and foreign trained physicians specializing in diagnosing and treating cataracts,
glaucoma, cancers of the eye, diseases of the eyelid, macular hole treatment, etc.
In collaboration with leading experts in the field of Bone Marrow Transplant (BMT), Shifa
hospital started offering BMT surgical procedures in year 2009. The program is now accredited
by CPSP for a Clinical Hematology Fellowship to train a new generation of physicians in
Hematology and BMT.
In addition to qualified and competent medical professionals, all sophisticated transplantation
and surgical procedures requires latest state of the art diagnostic machinery to be available.
Diagnostic services at Shifa International Hospital are rapidly enhancing to achieve the highest
standards in the country. There are six sub-specialties including diagnostic surgical pathology,
Hematology, Blood Bank services, Chemical Pathology, Microbiology and immunology. These
departments are rapidly expanding not only in terms of addition of new automated equipment
but also with expert and qualified technical staff using them.
Furthermore, to meet the growing demand of health services, Shifa hospital started state of the
art dialysis services under the supervision of foreign qualified nephrologists, nursing Staff,
technicians and pharmacists in another location (G-10 sector) of the Islamabad. This facility is
big enough to accommodate needs of local patients who require dialysis services. Another 40
plus bed Shifa hospital started its operation in Faisalabad city of Punjab province.
Beside health care services offered to patients by Shifa International hospital, there are other
associated companies, which operate under the umberalla of Shifa hospital such as Tameer-e-
Millat Foundation, Shifa Tameer-e-Millat University, Shifa Foundation, Shifa College of Medicine,
Shifa College of Nursing, Shifa Cooperative Housing Society, and Shifa CARE (Pvt.) Limited.
On the other corner of the 11 acre hospital land stands a tall four story building of Shifa
Tameer-e-Millat University (STMU) which is federally chartered private multidisciplinary
university established in 2012. The university is jointly sponsored by Shifa Foundation,
Tameer—e-millat foundation and shifa hospital.
STMU University has three collages: College of Medicine, College of Nursing, College of
Dentistry, College of Pharmaceutical Sciences, College of Medical technology. Shifa Tameer-e-
Millat University has a teaching hospital named Shifa International Hospitals Ltd and Agha Khan
hospital and they both are JCI accredited.
Recently STMU started offering programs in other disciplines at the undergraduate and
graduate discipline such as business administration, computer science, psychology, biosciences
and rehabilitation sciences.
SHIFA HOSPITAL
Insurance Companies :
ALMADALLAH
DAMAN
DUBAI INSURANCE
SAUDI ENAYA
MSH INTERNATIONAL
QATAR
WHEALTH
NOOR TAKAFUL
SHIFA HOSPITAL
Under the above framework in 2002-03, the Shifa Family was imparted with the skills for
English language & Communication Manners, Customers Services, Effective Communication and
Report Writing, Receptionist Skills, Handling Customers Complaints, Presentation Skills, Work
Management, Office Management, Stress Management, Managerial Competency Skills,
Hospital Waste Management, SIH MIS User Systems. Working under ISO 9001:2000, ISO
Internal Auditor Certification, Basics of Office Computing, Usage of Internet, Cash Collection
and its Safety, Maintenance and its Handling of Doubtful Accounts, Quarterly & Annual
Accounts, Budgeting and Budget Variances, Orientation of New Starters, Fire Prevention and
Management, Supervisory Skills, Personal Development, HRM Strategic Management courses.
This whole process is done on continual basis to ensure highest patient service quality
standards are in place as per JCI guidelines.
SHIFA HOSPITAL
SHIFA RESEARCH
The Hallmark of Academic Centers is a triangulation of patient care, education and research.
Pakistan with a population of nearly 180 million is the sixth most populous nation in the world,
but its medical research productivity continues to significantly lag behind international
benchmarks. A plenary session paper presented at the First International Conference on
Evidence Based HealthCare revealed that compared with an average of four Canadian
physicians represented by a peer-reviewed PubMed listed publication, an estimated 95
Pakistani physicians on the average produced one PubMed listed peer-reviewed manuscript in
2011(ref:Quadri,KHM, EBHC, New Delhi, 2012).Our National health indicators such as infant and
maternal mortality rates are some of the poorest in the world.(ref. WHO).
Translational research drives the evolution of new drugs and devices from in-vitro and bench
studies through animal studies and Phase 1-1V trials and impacts quality and longevity of life
and ultimately the health and productivity of communities and nations. This journey of
discovery and innovation is rapidly transforming the concept of Personalized Medicine into a
core 21st century reality and a key patient expectation. From genome wide association studies
leading to disease prediction and prevention , genomics, proteomics and metabolomics now
drives pharmacogenomics, incorporating targeted drugs and biologics development
and delivery .Regenerative Medicine leading to synthesis of tissues and organ systems
has responded to challenges in organ transplantation and immune tolerance. Innovations in
biomedically engineered devices, simulations and robotic Medicine have been translated into
minimally invasive, previously unchartered highly precise and safer curative or ablative
interventions.
Shifa International Hospital and the component faculties of ShifaTameer-e-Millat University
Health Sciences, represented by Shifa Colleges of Medicine, Nursing, Pharmacy, Biotechnology
and Physical Therapy located in the serene and lush green environment abetting the Margalla
Hills leading into the Karakorum mountain range, have made a remarkable impact in healthcare
quality , delivery and academic curricula development and training within a short span of the
past two decades . This impact has been nationally and internationally recognized.
Shifa International Hospital started as a private quality driven , healthcare facility in 1993.
Academic Medicine took its roots in 1998 with the stepwise opening of the now reputable,
Shifa College of Medicine and Shifa College of Nursing. Shifa International Hospital
Postgraduate Medical Education department currently offers eighteen fully accredited and
competitive Residency and Fellowship programs leading to FCPS certification . We are thus
consciously and responsibly shaping the future human workforce that shall continue to serve
Pakistan and International healthcare needs.
SHIFA HOSPITAL
Although Shifa has had a robust Institutional Review Board for the past fifteen years and a
number of high quality articles have been published in high impact factor journals, representing
both bench and clinical work in addition to medical education research, the healthcare
leadership role has now made it incumbent upon Shifa to accelerate its progress and to
benchmark likewise with leading international academic centers in T1 and T2 translational
research and to step in to fill the significant national void.
Simultaneously, we are embarking upon a mission to establish a custom built clinical trials unit
and a state of the art research tower, housing at the ground floor level, Shifa Community
HealthOutcomes Research Unit ( SCHORU) with Epidemiology, Biostatistics, Evidence Based
Health Care and Bioethics divisions
Our endeavor is to invest in capacity building for conducting high quality trials , well recognized
as the major impediment to centers worldwide, stepping in to and assuming partnership roles,
opening up due to ‘globalization’ of clinical trials .
The second floor shall be a dedicated Shifa Metabolic Medicine Research unit (SMMRU)offering
a day metabolic bay, body fluid sample processing labs, a pharmacy storage and
refrigeration area for investigationals drugs, flowcytometry and gas chromatography and HPLC.
The third floor shall be a Shifa Simulation /Device innovation/Robotics and Regenerative
Medicine unit(SSDRRMU). It shall additionally house computational cell biology, physiological
Medicine, computational molecular Medicine, Biologic fluid dynamics modeling in addition to
data modeling.
The fourth floor shall house Shifa Translational Science unit (STSU) housing Bioinformatics,
Biosafety Level 2/3 lab, Omics lab(genonomics, proteomics, metabolomics), cell culture lab,
cord blood and stem cell core facility, real-time PCR and microscopy.
The fifth floor shall house the Shifa Global Clinical Trials Collaborative Unit(SGCTCU). This shall
offer site offices to partners in collaborative research projects from both Investigator initiated
international sites, Universities and health care facilities, industry, Contract research
organizations on a time-limited or long term agreements. The goal is to promote cost-
effective global multicenter trials and scholarship in research and to entranch Pakistan as a
leading international hub of translational research.
A separate offsite agreement with Institutes of Veterinary Sciences for medium and large size
Animal lab based research is envisaged for preclinical studies
SHIFA HOSPITAL
Financial Matters
Shifa International shares are traded in Pakistan stock Exchange under the name of SHFA. The
figure below shows the latest financial numbers of Shifa hospital along with financial record for
previous three years.
From the financial data above, we can clearly see an up word trend in sales, profit and EPS
(earning per share) figures for the last four years.
Although Shifa hospital net revenue figures are quite impressive but their profit after taxation
does not represent significant number. Upon further analyzing of their year end financial
statement as given below, we see that hospital spend significant amount of money on
operating cost. This cost includes training and development needs of medical staff along with
competitive salaries of medical staff and doctors for talent retention purpose. Hospital also
spend a hefty amount to keep all its medical equipments up to date and in compliance with the
standards of JCI.
SHIFA HOSPITAL
PROJECTS IN PIPELINE
Shifa Foundation is planning a launch a “Free Kidney Transplant” campaign for the financially
challenged ones.
TRANSPLANT COST: RS. 900,000
FREE LIVER TRANSPLANT
Shifa Foundation will soon be announcing “Free Liver Transplant packages” for the needy
people all over Pakistan.
TRANSPLANT COST: RS. 45,00,000
FUTURE OUTLOOK
In Pakistan, affording healthcare has traditionally been an out of pocket expense for individuals
and families. Nevertheless, following key factors are likely to impact healthcare market in the
years to come. These factors underpin the need of quality healthcare in local market beyond
any doubt.
• Ministry of National Health Services Regulations & Coordination (NHSR&C) has announced to
give 17.5 million health cards to Pakistani citizens. The initiative will enhance health services
outreach and enable private hospitals alongside public hospitals to reach a broader patient
base
• Private health insurance is also expanding and emerging to enable access of quality and
quaternary/ tertiary healthcare services to the masses
• Medical tourism is potential untapped market
• Shifa has become a destination of choice of majority of Afghan population traveling to
Pakistan for treatment. Afghan patients account for approximately 5 to 7% of total OPD visits
• A huge influx of Chinese population related to OBOR is likely to immigrate to and visit
Pakistan frequently in near future
• Our patient facilitation center in Dubai since 2014 has catered to patients from more than 27
countries. Pakistani expat community in KSA, UK, & the US is also an emerging patient segment,
opting for quality medical treatment during visits back home
SHIFA HOSPITAL
The above-mentioned factors perfectly coincide with our expansion projects, which are
underway at different stages, to cater to this growing quality healthcare demand.
The progress on the establishment of this subsidiary company has been remarkable. The land
has been acquired and pre-feasibility market report and initial financial forecast have already
been developed. Architectural designs have been submitted and approval is being awaited from
the municipal regulatory body, Capital Development Authority. Once approval is received the
construction work will kickoff immediately and is expected to complete in two-years time.
Shifa National Hospital Faisalabad (Pvt.) Limited
Once Shifa National Hospital Faisalabad gets operational as per plans, Shifa International
Hospitals Limited shall be having its full-fledged presence in the 2nd largest metropolis of
Punjab and 3rd most populous city of Pakistan.
Faisalabad hosts a variety of commercial and industrial activities and thus offers ample
employment opportunities that have made it one of the fast increasing urban centers of
Pakistan. With an average GDP of 20.5 billion USD, the city provides for a sizeable portion of the
provincial and national GDP. According to Punjab Board of Investment and Trade, Faisalabad
alone caters for more than half of the nation’s total textile shipments.
Shifa first entered the local healthcare market with a 40-beds facility in 2011, which is currently
offering 55 inpatient beds to the seekers of quality healthcare. To cater to the continuously
rising demand for quality healthcare, Shifa National Hospital Faisalabad was planned. Land for
the hospital has been acquired at a prime location and other activities like architectural plans
and related legal requirements are underway at different stages of completion.
Shifa Pan African Hospitals Limited
Tanzanian Market, considering the healthcare demand & supply gap, is potentially the perfect
market that falls in line with the vision of Shifa International Hospitals Limited i.e. “Healthcare
with compassion for all”. Shifa Pan African Hospitals shall be operated by Shifa International
Hospitals Limited, Pakistan. The human resource strategy is to appoint Shifa’s existing
employees at all management levels and team lead positions for a period of two years.
However, team level staff should be hired locally. In two years time the expatriate employees
shall prepare their successors to manage the hospital onwards.
Shifa Neuro Sciences Institute Islamabad (Pvt.) Limited
Following its glorious tradition of catering to the need of advanced and quality healthcare of
patients, Shifa acknowledged the gap prevailing in the field of Neuro Sciences and decided to
play its role to offer some respite for the patients of neurology and neurosurgery. It is pertinent
to mention that there are very few neurosciences centers across the world and unfortunately
not a single center of excellence in Pakistan.
Rising to the occasion in order to fill this gap, Shifa’s Board of Directors approved Shifa Neuro
Sciences Institute Islamabad to be formed as a subsidiary company. Shifa has purchased the
land for this purpose in Islamabad. Shifa is already running vibrant departments of Neurology
SHIFA HOSPITAL
and Neurosurgery at H-8 Hospital and thus is well aware of the challenges and capable of
coping with them.
The broader composition of Shifa Neuro Sciences Institute shall include areas like Neurology
Services, Neurosurgical Services, Neurophysiology Services, Neuroimaging/Neuroradiology
Services and Neurorehab Services.
CONCLUSION
Since the beginning of its operation from year 1987 to date, The Shifa international hospital
has been successful in providing quality health care services to patients. There are number of
factors, which have contributed to its success. First of all, there is an immense commitment
from hospital management at every level on maintaining quality of service for their patients.
As a result of high level of service quality standard, Shifa hospital received accreditation from
JCI (Joint Commission International) in 2017.
Secondly, Shifa hospital management has been successful in attracting foreign qualified
speciality doctors who are providing international level advance medical treatments such as
lever, kidney and other surgeries which other hospital are unable to provide in Pakistan or
atleast in Islamabad city.
Furthermore, Shifa hospital has been able to start a medical and nursing college that provides
them young trained doctors and nurses who are able to join their team. Hospital find no
shortage of skilled staff. Hospital also spend money on training needs of its stuff and send
them abroad to acquire training on latest programs. Every year, Hospital spend money on
purchase of medical equipment to ensure that doctors have latest state of the art tools to
treat their patients.
Factors mentioned above have contributed in making Shifa hospital successful and helped
hospital to grow its operation and service quality standards.
REFRENCES
1- https://www.shifa.com.pk/
2- https://www.shifa.com.pk//wp-content/uploads/2019/12/AR_2019_compressed-1.pdf
3- https://www.shifa.com.pk//shifa-foundation/
4- https://www.questia.com/magazine/1G1-16437734/shifa-international-hospital-islamabad
5- https://www.dawn.com/news/65647/shifa-international-hospitals
SHIFA HOSPITAL
6- https://www.rmj.org.pk/index.php?mno=20888
7- https://nation.com.pk/02-Feb-2016/monster-behind-the-myth-what-shifa-international-
hospital-does-in-the-guise-of-benevolence-and