A case on how a hospital’s incident management process was digitized for operational efficiency.
The Client
The client is a well-established, non-profit hospital in the UAE dedicated to providing high-quality healthcare services, particularly in obstetrics and pediatrics. With over 60 years of service, the hospital is committed to providing compassionate, high-quality healthcare to its diverse patient base, rooted in values of integrity, excellence, and love. Recognized for its leadership in patient care, the hospital also holds international accreditation and continues to set standards for healthcare in the region.
Challenges Faced by the Client
The client hospital relied on a legacy incident reporting setup that was neither flexible nor fully compliant. This made it challenging to provide employees with a safe, structured, and confidential way to raise concerns, leading to these gaps:
- Employees lacked a secure and easy way to report incidents, especially if they wished to remain anonymous.
- There was no centralized system to log and track incident details, making timely follow-up and closure difficult.
- Management lacked real-time visibility into incidents’ frequency, nature, and resolution status across departments.
Solutions
To improve the client’s reporting culture, we built a centralized Incident Management System (IMS) on Microsoft Power Platform in phases. The system was designed after discussions with each department and focused on being easy to use, keeping reports anonymous, and giving managers real-time visibility:
1. Requirement Analysis: Collaborated across departments to map workflows and define key system needs.
2. System Design: Created the interface in Power Apps with SharePoint as the secure data backend.
3. Development & Testing: Built the system in sprints, tested features, and applied user feedback.
4. Training & Deployment: Conducted training and launched the solution in phases, starting with pilot teams.
Based on the finalized requirements, the IMS included the following components:
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- User-friendly Power Apps Interface: Employees could submit incident reports from any device, with detailed fields and an anonymity toggle option to protect their identity.
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- Recipient Selection and Role-Based Access Control (RBAC): Employees could send reports to the right department or person, and RBAC ensured only authorized users could access them.
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- Secure Data Management with SharePoint: All report data was stored securely in SharePoint only, allowing centralized access, controlled permissions, and structured data organization.
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- Automated Notifications with Power Automate: The workflows were configured to send real-time alerts to the recipients and to the reporter (if necessary), ensuring timely follow-up with full confidentiality.
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- Performance Reporting via Power BI: Dashboards were built to track trends, flag unresolved cases, and measure response times, helping leadership identify and fix systemic issues.
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Solutions Benefits
Following the successful rollout of the IMS, the client observed measurable improvements in reporting culture, internal responsiveness, and data-driven oversight:
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- Higher Reporting Confidence and Participation: The option to report anonymously encouraged more employees to come forward with incidents they might have otherwise withheld, promoting a safer and more transparent work environment.
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- Streamlined Internal Communication: With automated workflows and recipient selection, reports reached the right personnel at the right time. This led to faster acknowledgment, better coordination, and timely issue resolution.
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- Secure and Centralized Recordkeeping: SharePoint’s backend structure ensured that incident data was securely stored, easily retrieved, and neatly categorized by type, location, and department, improving traceability and compliance.
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- Real-Time Visibility into Case Progress: Power BI dashboards gave department heads a clear view of open vs. resolved incidents, response times, and reporting trends, enabling proactive decision-making and continuous improvement.
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- User-Friendly System Adoption: Power Apps’ intuitive interface and the tailored training sessions helped employees quickly adopt the system with minimal resistance or confusion.
Conclusion
The IMS successfully fulfilled its purpose by providing a secure, anonymous, and structured platform: For employees to open up about concerns and enable management to take timely, informed action. With reports logged in one system, stored in SharePoint, and visualized in Power BI, management gained instant insights into reporting frequency and departmental trends. Cases like these exemplify how UB Technology Innovations, Inc. helps people-sensitive sectors like hospitals strengthen incident management processes by building discreet, privacy-conscious, and trackable reporting systems.
About Us
UB Technology Innovations, Inc. (UBTI) is a leading global technology solution provider with over 3 decades of experience across all industries, specializing in Capital Markets, Logistics, and Healthcare. We are the preferred Microsoft Solutions Partner backed by a world-class team of Microsoft Certified experts with rich experience in Azure Cloud Platform and Data Analytics.
