Empowering Our Patients
Our patients are the reason for our existence
Across our global network, we strive to provide quality, safe, and empathetic care; one patient, one family, one touch at a time.
Our relentless pursuit of excellence stems from an innate desire to empower our patients and to offer them better, faster, easier and more accessible care with the best possible outcomes.
Understanding Our Patients
We continuously improve the care we provide through patient engagement and staying informed about emerging healthcare trends while taking measures to align with patients’ expectations:
- Engage with patients while keeping up with healthcare developments and lifestyle trends.
- Review feedback to improve care and meet expectations.
- Align sustainability strategies with the needs of patients and stakeholders through materiality assessment exercises.
2030 Patients Targets
- Meet or exceed international benchmarks for our key clinical quality indicators (CQIs)
- Improve YoY billing estimates in our markets
- Improve YoY Net Promoter Scores in our markets
2025 Progress
- Achieved 90% of VDO outcomes at or above international benchmarks for 336 outcome indicators
- Achieved billing estimate accuracy of 92% for our operations in Malaysia and Singapore, and 95% in Türkiye
- Percentage of A&E admissions achieved within one hour of doctors’ instructions in our core markets increased from 54.6% to 74.6%
- Our hospitals in India, Malaysia, Singapore and Türkiye are in the top quartile of Net Promoter Score
