Enhanced Primary Care Program (EPC) – Alazhari PHC, Madinah

Enhanced Primary Care Program (EPC) – Alazhari PHC, Madinah

The Challenge

MOH seeks to improve the quality, access, and cost at primary care centers across KSA.

This includes the following goals:

  • Assign a primary care physician for every citizen 
  • Enhance the primary care services at the PHC 
  • Roll-out a Primary Care of The Future program that positions the PHC sites as the first choice of care for the population.


The Outcome

Current state assessment completed

and recommendations submitted 

Look & Feel enhancements

approved by MOH

Alazhari staff trained

on operational, clinical, digital, quality, and customer experience models. Supported by on-site team.

Primary Care Operations Center (PCOC) Launched

to oversee daily performance of sites, collect feedback and data from every region for dashboards and reports

how we did it?

The approach

  • Deploying a PMO team to overlook the site performance, improve the current state, and engage with the program stakeholders
  • Build a strategy and governance model that outlines the road to transformation in line with the Vision 2030 and MOH guidelines
  • Assigning an operations and analytics team that monitors the progress of the site and the daily performance
  • Increase daily appointments and utilization of staff by implementing a WFP model that ensures staff efficiency and optimization
  • Familiarize the staff with the care model (Model of Care) that will be implemented in all PHC’s across the Kingdom as well as its goals and objectives
  • Provide on-site support to improve overall customer experience
  • Support recruitment plan to ensure Continuity of Care (CoC)
  • Practice Team-Based Care offering proactive care for patients and families


Extending 8 care services:-

  1. Family Medicine
  2. Well baby & vaccination
  3. Baby vaccine 6 months
  4. Maternity
  5. Virtual Family medicine
  6. Chronic diseases
  7. Smoking cessation
  8. School Health Screening
  9. School Health Screening
  • Number of patients visited 41,838
  • Customer Satisfaction 83%
  • Turn Around time (from arrival until leaving: 50min per patient

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