Taiba Hospital

Background

Taiba Hospital is a JCI Accredited 121 bed hospital in Kuwait that has been offering the highest standards of clinical care to patients for over 20 years. With 24 departments and some of Kuwait’s most reputable Consultants and Specialists, Taiba Hospital proudly offers comprehensive healthcare services to patients of all ages and currently houses the nation’s top Orthopedic Center.

Since 2017, Taiba Hospital’s vision and priority has been to provide patient-centered experience and wellbeing. To assist with this they have chosen Kanari’s experience management platform as a solution of choice to enable and accelerate this journey.

What we did

Working closely with the Patient Experience and Quality teams, Kanari deployed a comprehensive patient experience measurement program covering all key departments of the hospital and steps in the patient journey, which includes measuring:

The Outpatient experience with department-specific surveys covering the hospital’s 24 departments.
The Inpatient experience, using the HCAHPS industry standard.
Real-time patient experiences in waiting rooms.
Patient recovery post-surgery

What we delivered

Taiba Hospital leverages the full capabilities of the Kanari CX platform to maximize insights and value to both patients and business. Kanari’s CX solution at Taiba Hospital includes:

A fully automated, survey process seamlessly integrated with the Hospital Management System.
Real-time patient experience dashboards to surface insights and track performance.
Live reporting of doctor and patient access satisfaction scores.
Case management to close the loop and ensure all issues are addressed and documented for future PX improvement initiatives

What we achieved for Taiba Hospital

42% improvement in NPS scores
50% increase in monthly response rates
Improved customer centricity among doctors and linked performance incentives to patient satisfaction scores.

Dr. Aysha John

"Kanari has helped all departments across the hospital focus on improving patient satisfaction, and this data has been useful for ensuring we have valid data for data analysis, which in-turn is a prerequisite for Joint Commission Standards."

Dr. Aysha John

Head of Quality, Taiba Hospital