Our Service Excellence team is dedicated to ensuring our patients’ voices are heard, and we actively encourage feedback through a number of channels.
All feedback – compliments, suggestions and complaints – is handled through our feedback management system to ensure each communication is documented and responded to. We act as liaison between patients and relevant departments to ensure that all feedback is communicated and results in a positive contribution to the continual enhancement of patient experience.
Reports are generated from all the feedback cases we handle to help us identify our strengths and opportunities for improvement. We then share these with the hospital departments and work collaboratively with caregivers to develop best practice ways of working based on real patient-led learnings.
We actively engage and collaborate with our Caregivers to develop and implement best practices throughout the patient journey.
Our highly interactive Service Excellence Training Program originates from US Cleveland Clinic’s service excellence model, and is tailored to the region with UAE-specific learning materials and activities.
All caregivers receive extensive training to learn how to interact with patients and their families in a consistent culturally-appropriate manner, whilst delivering care in line with our Patients First philosophy. Caregivers take part in ongoing refresher courses to ensure our patients’ experience is priority.
Would you like to recognize an exceptional Caregiver who has made a difference to you? Do you have a suggestion on how we could improve how we do things, or a concern about any aspect of your experience at Cleveland Clinic Abu Dhabi?
We welcome your feedback, and it is important to us in order to continuously enhance your experience here at Cleveland Clinic Abu Dhabi. We have a number of ways to get in touch for your convenience.