Balsam Hospital — مستشفى بلسم الخفجي
Patient ExperienceExcellence Program
برنامج التميز في تجربة المريض
19
Departments Mapped
96
Issues Identified
116
Constraints Found
123
Recommendations
Evidence-Based Foundations
Our program is built on internationally recognized healthcare communication frameworks
AIDET® Communication Framework
Source: Studer Group / Huron Consulting
A structured communication approach that enables healthcare professionals to engage patients with empathy, improving clinical outcomes and reducing burnout.
Acknowledge
Greet the patient by name. Make eye contact, smile, and acknowledge family or friends.
Introduce
Introduce yourself and explain your role in providing their care.
Duration
Give accurate time frames for visits, procedures, and results.
Explanation
Explain each step clearly, answer questions, and provide contact information.
Thank You
Express gratitude for choosing the facility and for their cooperation.
H.E.A.R.T. Service Recovery Model
Source: Cleveland Clinic
An empowerment model that enables frontline staff to address and resolve patient concerns immediately, transforming dissatisfaction into loyalty.
Hear
Listen actively to the patient's concern without interrupting.
Empathize
Show understanding and validate the patient's feelings.
Apologize
Offer a sincere apology for the experience, regardless of fault.
Respond
Take immediate action to resolve the issue or escalate appropriately.
Thank
Thank the patient for bringing the concern to your attention.
Service Blueprint Maps
Interactive service blueprints for each OPD touchpoint — click to explore
Program Vision
To transform every patient touchpoint into a moment of care, comfort, and confidence — creating a healthcare experience that feels like a luxury hospitality journey while maintaining the highest clinical standards. Every interaction should leave the patient feeling valued, informed, and cared for.
Patient-Centered
Every decision starts with the patient's perspective
Luxury Touch
Five-star hospitality principles adapted for healthcare
Evidence-Based
Built on proven frameworks with measurable outcomes