Towards a More Connected and Exceptional Healthcare Experience:
We place beneficiaries and their families at the heart of everything we do. We continuously work to improve the healthcare journey by listening to their needs, enhancing our services, and
implementing projects and initiatives that create a meaningful and measurable impact on their experience.
Our Impact in Numbers:
More than 170 Strategic Projects ..
Development projects designed to enhance the beneficiary journey, improve access to services,
and elevate the overall quality of the healthcare experience.
More than 120 Specialized Initiatives ..
Targeted initiatives that contribute to service development and enhance beneficiary satisfaction
by responding to their needs and expectations.
Support from the First Contact ..
Providing efficient support and addressing beneficiary needs from their very first interaction with the Contact Center.
More than 40,000 Field Rounds ..
Leadership and exploratory rounds conducted to closely monitor services, identify improvement opportunities, and proactively address observations and concerns.
More than 1.3 Million Interactions ..
Interactions with beneficiaries through the Contact Center to provide support, respond to inquiries, and follow up on requests.
Performance Indicators:
We use a comprehensive set of performance indicators to measure the efficiency of services provided to beneficiaries, monitor response times, track the handling of requests and feedback, and assess compliance with operational and improvement targets.
These indicators enable us to monitor performance, identify opportunities for improvement, and support data-driven decision-making, ensuring the continuous development of services and enhancement of the beneficiary experience.
Beneficiary Satisfaction Indicator:
Beneficiary satisfaction is one of the key indicators used to assess the quality of the healthcare experience and determine how effectively our services meet beneficiaries’ needs and expectations.
Satisfaction is measured through Press Ganey, alongside approved national platforms for measuring beneficiary experience and other communication channels. The results and feedback are analyzed and translated into improvement plans and initiatives aimed at increasing satisfaction and enhancing the quality of services provided.
Staying Close to You:
Leaders of the Riyadh Second Health Cluster conduct regular field and exploratory rounds across healthcare facilities to gain direct insight into the beneficiary experience, monitor the quality of services, and listen to the needs of beneficiaries and their families.
These rounds support the timely resolution of concerns, strengthen communication with beneficiaries and healthcare providers, and help identify opportunities for improvement, ultimately contributing to better service quality.
We Listen, and We Improve for You:
We listen to beneficiaries’ opinions and feedback through digital surveys, the Contact Center, various communication channels, and field rounds.
This feedback is analyzed and transformed into projects, initiatives, and improvement plans that enhance services, improve response times, and create a healthcare experience that is easier, more responsive, and more attentive to beneficiaries’ needs.
How Do We Improve Your Experience?
We turn the voice of the beneficiary into tangible improvements through an integrated journey that begins with listening and ends with measuring impact:
We Listen ..
We receive your feedback, observations, and suggestions through various communication channels, surveys, and field rounds.
We Analyze ..
We review feedback and data to identify needs, challenges, and opportunities for improvement.
We Improve ..
We turn insights into projects, initiatives, and actions that enhance the services provided.
We Measure the Impact ..
We monitor the outcomes of improvement efforts and assess their impact on beneficiary satisfaction and the quality of the overall experience.
Your voice is where improvement begins, and your satisfaction is our goal.
Your Partnership Makes a Difference:
The Patient and Family Advisory Council serves as a platform that strengthens partnership between the Riyadh Second Health Cluster, beneficiaries, and their families, giving them an active role in developing services and initiatives related to the beneficiary experience.
The Council also helps communicate beneficiaries’ views and needs to leadership and relevant departments while supporting the implementation of person-centered care principles.
The Council’s Role ..
Listening and Representation:
Representing and communicating the views, needs, and suggestions of beneficiaries and their families to the relevant stakeholders.
Participation in Service Development:
Contributing to the development of services, policies, and procedures that affect the beneficiary journey.
Identifying Opportunities for Improvement:
Recognizing challenges and proposing solutions that contribute to improving service quality and the beneficiary experience.
Supporting Initiatives:
Participating in the review and design of initiatives and programs related to the beneficiary journey.
Awareness and Education:
Supporting the development of educational and awareness materials for beneficiaries and their families.
Evaluation and Follow-up:
Monitoring the impact of improvement projects and initiatives and evaluating how they contribute to enhancing the beneficiary experience
