Saudi German Health UAE has been awarded the Gold Award for Patient Experience Excellence by the Arab Hospitals Federation, selected from 267 submissions across 10 Arab countries. This recognition celebrates SGH UAE’s deep commitment to embedding patient experience into every layer of operations from leadership to the front lines and non-patient-facing departments.
With CXM as its transformation partner, Saudi German Health UAE advanced through a multi-phase Patient Experience Elevation Program that helped shape a culture where experience is not only delivered but lived across every floor, every department, and every shift.
A Patient Experience Transformation Built From the Inside Out
CXM’s transformation philosophy centers on one foundational truth: meaningful change begins from within the organization. This belief made the partnership with Saudi German Health UAE especially impactful, as both organizations share the conviction that enhancing patient experience starts with empowering those who deliver it.
At the heart of the Patient Experience Elevation Program were more than 850 team members across clinical and non-clinical functions, whose daily actions shape how care is felt. Recognizing staff as the true heartbeat of the organization, CXM’s approach focused on aligning mindset, behavior, and operational culture to create a system where experience is not just delivered, it is lived.
Seeing the Unseen
CXM initiated the Patient Experience transformation with a comprehensive experience diagnostic, mapping the patient journey from admission to discharge through direct observation, cross-functional interviews, and immersion in day-to-day hospital’s operations.
This revealed friction points and emotional disconnects often invisible in standard reporting yet critical to trust, satisfaction, and efficiency. These insights became the strategic foundation for designing a scalable Patient Experience Program rooted in real-world behaviors, not theoretical models.
