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    Management Discussion and Analysis
    People and Knowledge

    Our deliberate investments in developing our people, enhancing knowledge and nurturing partnerships steer sustainable organisational growth. The Nawaloka Hospitals approach to empowering our people incorporate training and development as well as comprehensive performance management, psychological well-being, and a supportive, values-driven workplace culture. Beyond individual competencies, Nawaloka fosters collective intelligence through collaborative research initiatives, internal innovation processes, and the structured review of clinical practices. Our inclusive approach to innovation ensures that new ideas from within the Organisation translate into measurable improvements in patient care, efficiency, and operational safety.

    Looking beyond the Organisation in our pursuit of knowledge, we nurture partnerships and foster collective intelligence through collaborative research initiatives, internal innovation processes, and the structured review of clinical practices. Additionally, we share knowledge through public seminars, digital education, multilingual materials, and active community outreach to bridge health literacy gaps.

    Human Capital Development and Training

    Our diverse and strategically developed workforce remains an integral part of our current reputation and future growth aspirations. We pivot our human capital development strategy on developing balanced and agile team comprising both clinical and non-clinical professionals across varying seniority levels. The clinical workforce includes doctors, nurses, consultants, and allied health professionals, while the non-clinical cohort encompasses operational, technical, and administrative personnel. The combination of these two steer the Nawaloka approach of clinical excellence and patient-centric service delivery.

    The Hospital employs a proactive strategy that combines workforce engagement, talent retention and succession planning to develop our people and translate the positive impact into organisational growth that benefit all stakeholders including employees in the short, medium and long terms.

    Key drivers of talent retention

    Competitive remuneration and benefits packages
    Clear career progression pathways, especially for nursing and paramedical staff
    Employee recognition programmes such as “Best Performer of the Quarter” and “Clinical Excellence Awards”
    Access to professional development certifications, leadership grooming, and cross-unit learning
    In-house wellness programmes, flexible rosters, and team-building activities

    The stable composition of our staff (in spite of the dynamics of the local healthcare sector and global trends) illustrates the effectiveness of this approach.

    Total workforce number
    2023/24
    2,287
    2024/25
    1,996
    Male
    2023/24
    836
    2024/25
    629
    Staff turnover ratio
    2023/24
    14%
    2024/25
    13%
    Female
    2023/24
    1,451
    2024/25
    1,367
    Employee diversity-Male to Female
    2023/24
    2:3
    2024/25
    3:7
    In 2024, the Nawaloka Hospitals Cricket Team achieved a remarkable milestone by advancing from Division 3 to Division 1 in national league competition. This sporting victory stands as a testament to Nawaloka’s broader commitment to employee engagement, team spirit, and a thriving workplace culture.

    Training and Development

    The Nawaloka Hospitals PLC approach to training and development relies on robust training infrastructure which blends accredited education, practical exposure, and global standards. During the year under review, we provided both clinical and non-clinical staff training through structured modules to enhance competencies and knowledge in clinical skills, compliance requirements such as infection control and fire safety and soft skills as well as leadership development as presented below:

    INPUT
    Affiliation with the Tertiary and Vocational Education Commission (TVEC), ensuring NVQ-level certification for caregivers and nursing aides
    In-house Nursing Training School, offering foundation and advanced clinical modules
    Annual Continuous Medical Education (CME) sessions for consultants and doctors
    Fire safety and BLS/ACLS certifications for clinical and non-clinical staff
    Management training programmes developed with SLIM and CMA affiliations
    VALUE CREATED
    Improved patient satisfaction scores, particularly in nursing responsiveness and communication
    Reduction in clinical errors and near-misses, verified through QA audits
    Increased internal promotions and role mobility, fostering long-term retention
    Several alumni of the Caregiver Academy have secured international employment placements
    Enhanced morale, discipline, and productivity across nursing and support teams

    Collective training hours in 2024-25 – 7,936

    Meanwhile, the Nawaloka Nursing Training School and the Caregiver Academy continued to offer NVQ-aligned curricula under the guidance of the Tertiary and Vocational Education Commission (TVEC), whilst maintaining partnerships with international certifying bodies. In 2024, the Nursing Training School and Caregiver Academy increased the intake to 120 students per cohort. While the school maintains a graduation rate of 90%, a large section of those graduated successfully obtained employment both in the local healthcare sector as well as in the international arena, in particular in the Gulf and Europe region. The school employs structured post-placement tracking to monitor clinical performance and professional growth.

    Developing Leadership

    Apart from the professional training programmes, Nawaloka facilitates a plethora of value-added skill development and knowledge enhancement opportunities as detailed below:

    Leadership pathways for high-potential clinical and non-clinical staff
    Organisational assistance to follow postgraduate studies, certifications, and specialty fellowships
    Internal mentoring schemes, especially within nursing and support services
    Rotational assignments for skill diversification and cross-functional exposure

    These initiatives support our vision to nurture leadership within the organisation. As such, we have institutionalised a comprehensive leadership development framework. This includes succession planning, backed by structured talent mapping and performance-potential matrices.

    The Nawaloka approach to leadership development incorporates the following:

    Internal leadership grooming tracks for unit heads and supervisory roles
    Strategic mentoring and second-in-command assignments across high-dependency units
    Cross-functional exposure programmes to widen leadership pipelines
    Retention of high-potential staff through career coaching and fast-track promotions

    Workforce Performance

    We align performance monitoring on a result-oriented yet empathetic approach that leads every team member from frontline caregivers to senior administrators to become part of the organisational mission of world-class and compassionate care-giving. In evaluating performance, Nawaloka employs an annual appraisal process that links individual outputs to departmental KPIs. This incorporates individual outputs to departmental KPIs to maintain a purposeful process that maintains accountability. A 3600 feedback mechanism supports this process to establish leadership transparency and cultivate mutual respect within teams. The Human Resources and Organisational Development (OD) function retain oversight of performance evaluation and management to ensure consistency, fairness, and alignment between employee goals and strategic priorities.

    Performance Culture Snapshot

    Annual performance appraisals
    3600 feedback
    Departmental KPIs
    HR oversight
    100% staff coverage
    Supervisory and leadership roles
    Integrated with individual goals
    Alignment between strategy and execution

    This process has enabled more targeted interventions in underperforming departments and enhanced synchronisation between organisational vision and ground-level execution.

    Meanwhile, we use a data and insight driven approach to understand workforce needs and act accordingly. Our investment in HR analytics has led to a comprehensive approach to employee engagement as well as risk and needs identification. The illustration below shows how we use HR analytics for insight-driven solutions.

    Quarterly satisfaction surveys
    Retention analytics
    Exit interview insights
    HR dashboards
    Improved engagement
    Identification of voluntary attrition drivers
    Actionable feedback loops
    Predictive workforce trends in realtime

    This data-driven approach allows Nawaloka to reduce voluntary attrition and establish improved role clarity.

    Health and Safety

    We employ a robust Occupational Health and Safety (OHS) framework, designed to proactively mitigate risk, provide necessary training and adhere to safety protocols. Our OHS Unit continuously monitors safety performance across departments, championing a culture of vigilance and early reporting. All new staff undergo mandatory safety inductions, while ongoing refresher programmes ensure sustained awareness. The Hospital also conducts regular emergency drills and preparedness simulations to maintain response readiness. Meanwhile, our infection prevention approach follows standardised personal protective equipment (PPE) protocols, alongside a well-equipped inventory for all clinical areas. We also conduct outbreak-specific simulations and training sessions, while centralised coordination through the Infection Control and Quality and Accreditation Unit ensures consistent compliance.

    The illustration below depict the effectiveness of our infection control efforts:

    Separate triage and isolation facilities to manage high-risk patients
    Fast-track protocols and vaccination support for healthcare workers
    Central coordination via the Infection Control and Quality and Accreditation Unit
    HR dashboards
    The financial year recorded a consistency low total recoradable incident rate, reflecting our strong focus on safty

    We are well-aware that the mental well-being of our people not only results in their personal well-being but also translates to sustainable organisational growth. As such, we strive to build a wellness culture within the Organisation that foster emotional resilience and work-life balance. The illustration below presents our efforts to maintain a healthy work environment and safeguard employee mental health and the outcome during the year
    under review:

    Around the clock psychological support offered through the Employee Assistance Programmes (EAPs) (confidentiality ensured)
    Quarterly mindfulness sessions and wellness workshops
    Flexible work arrangements
    Ergonomic improvements across departments
    Team engagement and motivational events
    Increased participation in wellness programmes
    Decline in absenteeism
    Positive quarterly engagement scores

    Innovation and Knowledge

    True to our pioneering spirit, Nawaloka continues to embed innovation into every aspect of our operations. From frontline-driven ideas to proprietary digital ecosystems, we prioritise intelligent transformation to meet the evolving needs of our patients and staff. The Clinical Excellence Committee oversees the internal innovation framework, relying on periodical reviews and endorsements of new medical practices. We complement this through a quarterly innovation review process, which involves staff submissions for clinical enhancements, workflow optimisations, or patient experience improvements. We recognise the high-impact contributions via the Kaizen Awards, giving opportunities to all employees to voice their insights. The illustration below presents the year’s innovation highlights and outcomes:

    Inter-departmental workshops with focus on digitisation, patient-centric redesign, and cost optimisation
    Successful implementation of several staff-originated protocols, including a discharge efficiency framework and revised pre-operative risk assessments.
    Marked increase in innovation participation across clinical and non-clinical units

    In tandem with the digitalisation and digitisation evolutions taking place across the global healthcare sector, we consistently adopt digital solutions to increase operational efficiency, accuracy and clinical excellence. The illustration below presents a glimpse into our digital adaptations, while the Technology Integration chapter of this Report provide comprehensive details.

    Integrated Billing System

    The integrated billing system at Nawaloka Hospitals is a proprietary platform designed to support the hospital’s multi-departmental operations. It provides real-time, patient-level financial visibility across services such as diagnostics, pharmacy, and inpatient care. This system enables transparent and accurate billing workflows resulting in enhanced operational efficiency, reduced errors, ultimately ensuring a smoother financial experience for both patients and administrators.

    Electronic Health Record (EHR)

    Nawaloka’s Electronic Health Record (EHR) System serves as the digital backbone of patient care. It consolidates clinical data such as medical histories, diagnostics, treatments, and progress notes into a centralised, accessible platform. Integrated across all departments, the EHR supports continuity of care, enables informed clinical decisions, and facilitates data-driven innovations such as AI diagnostics and predictive care protocols.

    AI-Powered Radiology System

    In 2024-25, Nawaloka Hospitals became the first in South Asia to implement a full-scale AI-powered radiology system. This advanced tool automates scan interpretations, enhances diagnostic accuracy, and significantly reduces reporting turnaround times-especially for high-demand imaging like CT and MRI. Fully integrated with the EHR, it supports real-time clinical decision-making. Complementing this, predictive dashboards analyse patient data trends to provide early alerts for potential complications in critical units, enabling proactive and personalised care interventions.

    Faster diagnostics and improved turnaround, especially in high-volume radiology cases
    Reduced inpatient waiting times and improved bed turnover through the adoption of a structured discharge protocol

    Our proprietary systems-enable Nawaloka Hospitals to improve our technological capabilities:

    • The integrated Billing System, tailored for real-time, department-level financial visibility.
    • A unique Patient Identification Number (PIN) framework, integrated across pharmacy, diagnostics, and admissions.
    • Custom-built clinical dashboards to track KPIs and patient outcomes.
    • Early warning systems based on predictive indicators embedded in critical care pathways.
    SYSTEMS
    • Improved clinical governance
    • Data-led approach
    ROLE
    • Improvements in clinical safety and performance accountability.
    • Recognition as a national leader in smart, systemised patient care

    Partnerships for Knowledge and Global Reach

    We consistently seek to build strategic knowledge partnerships and expand our presence across the globe.

    At Nawaloka Hospitals, the pursuit of excellence in patient care is reinforced by strategic knowledge partnerships and a proactive global outreach agenda. These dual priorities support the Hospital’s vision of becoming both a knowledge-driven and internationally recognised healthcare institution. These partnerships ensure that clinical teams remain aligned with evolving national and international standards.

    The Hospital is also actively engaged in joint clinical research, particularly in oncology, cardiology, and fertility care, helping to generate locally relevant clinical evidence and best practices. Additionally, Nawaloka hosts periodic speaker sessions featuring faculty from leading medical universities, further enriching professional development opportunities.

    To support evidence-based practice, we maintain data-sharing agreements (using de-identified datasets) with research institutions for trend analysis and clinical protocol validation.

    Global Outreach

    In 2024, we sought out to expand our international visibility through targeted branding and promotional campaigns across key healthcare markets. Participation in major medical tourism forums in the Maldives, Seychelles, Dubai, Berlin, and Singapore positioned the Hospital as a hub for affordable, high-quality care. Collaborations with global healthcare marketing firms enabled bilingual digital campaigns, targeted media outreach, and the strategic use of patient success stories and testimonials to build international credibility. Additionally, we conducted virtual campaigns in collaboration with Seychellois healthcare providers, specifically aimed at educating local physicians on Nawaloka’s treatment capabilities and patient referral systems.

    To streamline the international patient journey, Nawaloka secured partnerships with overseas medical facilitators, insurance companies, and health authorities, particularly across Europe and the Middle East. These collaborations led to increased patient referrals and more efficient care coordination. Further, we reached agreements with airlines and hospitality providers to aid us in our medical tourism endeavours, through integrating healthcare, travel, and accommodation.

    Our Multilingual Communication Platform (launched in 2024) offers interpretation support in Arabic, French, German, Dhivehi, and other relevant languages. Additionally, we facilitate the following to provide nurturing and comprehensive care to our international patients.

    Dedicated international patient desks
    Concierge and travel coordination
    Culturally tailored dietary and hospitality options
    Cultural sensitivity and competency training for staff

    These enhancements have led to significantly higher patient satisfaction, stronger referral networks, and repeat visits, particularly from the Seychelles and Maldivian markets, where oncology and orthopedic services are in growing demand.

    The Financial Sustainability chapter of this Report contains further details on our global reach.

    Future Outlook

    Looking ahead, we will continue to invest in developing our people, enhancing knowledge and reinforcing our innovation agenda. Our focus will be on expanding leadership development pathways, scaling digital training platforms, and enhancing our talent pipeline through strategic academic partnerships. We aim to integrate predictive analytics further into workforce planning and performance management to anticipate emerging needs and strengthen resilience.

    We will also intensify our efforts in collaborative research and evidence-based innovation, ensuring that internal insights and global knowledge converge to advance patient care. Building on our global positioning momentum, we plan to grow our medical tourism services footprint, expand multilingual patient support, and secure additional international accreditations to further cement our reputation as a world-class care provider.

    We have built a robust culture prioritising patient safety and care, driven by continuous learning, transparent communication, and evidence-based practices to deliver superior healthcare outcomes consistently.
    We have built a robust culture prioritising patient safety and care, driven by continuous learning, transparent communication, and evidence-based practices to deliver superior healthcare outcomes consistently.
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