Posted by:
April 30, 2026
Operating one of the largest healthcare networks in the region, SEHA faced the challenge of maintaining consistent service quality and patient experience across multiple facilities, each with varying patient profiles and operational dynamics.
As healthcare systems increasingly prioritise patient-centric care, understanding patient satisfaction is no longer a periodic exercise but a critical performance metric. SEHA required a structured and scalable approach to measure patient experience, benchmark performance across facilities, and identify areas for improvement.
In addition, the ability to track changes over time and link patient feedback to operational enhancements was essential to ensuring that insights translated into measurable improvements in service delivery.
grmc designed and implemented a comprehensive, annual patient satisfaction programme covering SEHA’s network of hospitals and clinics.
The programme incorporated structured surveys and benchmarking frameworks to assess key dimensions of patient experience, including service quality, staff interaction, facility standards, and overall satisfaction. This enabled consistent measurement across all facilities while accounting for variations in service type and patient demographics.
In parallel, grmc developed performance benchmarks and reporting frameworks, allowing SEHA to compare results across facilities and track improvements over time. The insights were delivered through detailed reports, highlighting key drivers of satisfaction and identifying priority areas for intervention.
The programme provided SEHA with a robust and standardised framework to measure and manage patient satisfaction across its healthcare network.
By establishing consistent benchmarks and tracking performance annually, SEHA was able to identify strengths and address gaps at both facility and network levels. The insights enabled targeted improvements in service delivery, contributing to enhanced patient experience and overall quality of care. The engagement embedded a data-driven approach to patient experience management, supporting SEHA’s broader objective of delivering high-quality, patient-centric healthcare services across Abu Dhabi.
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