Saint George Hospital University Medical Center in Beirut

St George Hospital in Beirut, Lebanon, is a non-profit organisation offering state-of-the-art medical care and continuous education, with a vision of delivering cost-effective healthcare that “exceeds the expectations of our clients, encourages innovation, and promotes an exceptional workplace”. The case documents a physical capacity expansion and quality and process improvements.

The case was designed for process and operations management or service management programmes. It illustrates a significant capacity expansion, quality initiatives targeted toward outcome quality, patient satisfaction and staff satisfaction and process flow improvement. The implementation of these changes is documented.