Engaging patients for continuous improvement

Front Desk

At Gleneagles, we always strive to provide patients with a total experience and value the feedback from our patients. To achieve continuous improvement, we have a number initiatives to track patients’ feedback, including surveys, client feedback group, and the adoption of the Net Promoter Score (NPS). Through these, we aim to measure patients’ level of satisfaction and devise corresponding improvement measures.  

How we manage patient’s feedback for continuous improvement

A dedicated team to take care of patients’ needs

Our Service Excellence team is dedicated to managing service quality-related matters. Where we note unsatisfactory scoring of our service, the team will reach out to the patient to understand more about the situation. We will also keep a record of how patients’ concerns are handled and review how the cases are managed in regular meetings. 


Manage feedback seriously and systematically

We collect and review opinions on different aspects, including staff attitude, facilities, and administrative procedures etc, in a systematic manner. Where follow-up actions are deemed necessary, we actively communicate with relevant departments to further understand patient’s feedback and make corresponding improvements, similarly, we also ensure that commendations and appreciations to staff and departments are conveyed. 

Engage patients via client feedback group

We invite patients to join our client feedback group, which is held quarterly, to share their opinions face-to-face with our hospital management and frontline colleagues. Through this direct communication with our patients, we understand first-hand their needs and invite them to make suggestions for improvement. 

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