LENMED AIR 2019.pdf

1% 2% 2% 1% over 7% year-on-year 2% LENMED’S PERFORMANCE over 3% year-on-year Doctors Responsiveness Cleanliness Quietness Medication Information Post-Discharge Information Overall Hospital Score COMPOSITE SCORE CATEGORY Social and relationship resources continued Customer experience Discovery distributes an annual customer experience survey after patients are discharged from hospital. Of the three eligible Lenmed hospitals, Ethekwini Hospital and Heart Centre and Shifa Private Hospital were rated in the Discovery Top 20 hospitals. Lenmed also conducts internal scoring assessments whereby patients and their families are provided with numerous opportunities to give feedback on their experiences via our electronic customer experience management system. This method enables us to resolve issues in real time and to monitor and track customer satisfaction trends. The Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) administers an international standard survey, providing hospitals with a composite score result. Lenmed has implemented the same methodology with the following results: 50 HOW WE PERFORMED