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Aster Clinics sets high standards in service excellence – News

Aster Clinics recognized with ‘Best Customer Experience Team for Middle East and Africa (MENA) 2023’ at CX & Loyalty Summit & Awards 2023, highlighting its dedication to exceptional customer experiences and innovative healthcare strategies.

Improves patient experience and service levels for the business and consumer world.

Published: Friday, February 2, 2024, 3:59 p.m.

Last update: Friday, February 2, 2024, 5:28 p.m.

aster clinics, part of GCC’s leading healthcare provider, Aster DM Healthcare, is recognized for its commitment to customer experience, particularly in service excellence. Over the past 37 years, Aster Clinics has been committed to serving its customers and has consistently taken steps to improve service standards across multiple touchpoints across its network of clinics in the UAE, Oman, Qatar and Bahrain. With a wide network of over 80 clinics and further backed by the myAster super app, Aster Clinics has taken a significant leap in creating an omnichannel experience for its customers. Aster Clinics has also continued to expand and enhance its business services portfolio through innovative initiatives such as building state-of-the-art in-house clinics, personalized health and wellness programs, and providing deep organizational health insights leading to greater employee satisfaction. and wellness. Aster Clinics aims to position itself as the preferred healthcare partner of the business world.

Highlighting the importance of customer experience, Dr. Sherbaz Bichu, CEO, Aster Hospitals and Clinics, UAE, Oman and Bahrain said “Improving the experience of our patients and corporate clients is not just a goal; It is our standard. At Aster Clinics, we are committed to setting the bar high for service standards. We believe that every interaction with a patient is an opportunity to positively impact their well-being. By consistently exceeding expectations, we not only provide top-notch healthcare, but we also create an environment where trust and satisfaction thrive. “Our dedication to setting high standards of service reflects our unwavering commitment to the health and happiness of those we serve.”

Implementing new initiatives – MAGIC

By implementing innovative initiatives such as MAGIC (Make A Great Impression on Customers), Aster Clinics has significantly raised its service levels to set a new benchmark in the industry. Focused on listening, addressing, adopting and measuring, Aster Clinics’ customer experience (CX) strategy employs a Six Sigma methodology, addressing real problems on the ground through cross-functional collaboration. Key business metrics such as NPS score, Google rating, call back request reduction (CBR), front desk attrition, and patient wait time have been meticulously measured, culminating in a transformative customer journey. The organization also captures the Voice of the Customer, the Voice of the Employee and the Voice of the Physician to improve the process to achieve Patient Satisfaction.

Metrics and milestones in service excellence

The dedication to achieving service excellence at Aster Clinics has produced notable results, including an all-time high NPS (Net Promoter Score) of 83, along with an impressive Google rating of 4.67 based on over 80,000 reviews. Additionally, a substantial 22 percent reduction in call-back requests (CBR) demonstrates the effectiveness of the first-call resolution approach and goes a long way toward boosting patient satisfaction.

One of the most important results has been an exceptional praise-to-complaint ratio of 29:1, reflecting the positive impact of service initiatives, along with an impressively low complaint incident rate of 0.04. These results underscore Aster Clinics’ tangible success in providing an excellent customer experience.

Aster Clinics' MAGIC Mission Recognized with Silver Award for 'Most Innovative Customer Happiness Initiative' at Customer Happiness Awards & Summit (CHSA) '23

Aster Clinics’ MAGIC Mission Recognized with Silver Award for ‘Most Innovative Customer Happiness Initiative’ at Customer Happiness Awards & Summit (CHSA) ’23

Aster Clinics places a primary emphasis on the patient experience, a commitment supported by its content and committed workforce. The critical role of the contact center is underscored by its ability to connect customers with agents quickly, influencing the overall customer experience and subsequent customer loyalty. With an average wait time of less than 10 seconds, a focus on first call resolution (FCR), and a nearly negligible abandonment rate, Aster Clinics is driving a seamless and efficient experience for patient callers. Notably, Aster Clinics achieved a landmark achievement of 100% service level on August 23, underlining dedication to the spirit of Kaizen and providing unparalleled customer service.

Nitin Navish Gupta, CEO of Aster and Access clinics added: “Continuous improvement is not just a philosophy at Aster Clinics; it is our unwavering commitment. Initiatives like Mission MAGIC have played a critical role in our journey towards service excellence. Impressive metrics, such as our highest NPS ever times of 83, reflect our dedication to providing unparalleled customer experiences. At Aster Clinics, we believe that every metric tells a story, and ours is a story of excellence, commitment and the relentless pursuit of providing the best to our patients.”

awards and honours

Aster Clinics has earned prestigious recognitions and has won multiple awards on various platforms by presenting its MAGIC mission of service excellence transformation journey. to eminent and professional members of the CX jury. These recognitions include a Gold award in the ‘Best CX Team of the Year’, ‘Best Patient Experience’ and ‘Best CX Strategy’ categories on the Gulf Customer Experience Awards (GCXA) ’23 platform. Mission MAGIC was recognized with a Silver Award for being the ‘Most Innovative Customer Happiness Initiative’ at the Customer Happiness Summit & Awards (CHSA) ’23. The title of ‘Best Customer Experience Team’ in the MENA region at CX and Loyalty Summit and Awards ’23 further highlights Aster Clinics’ dedication to exceptional customer experiences and innovative healthcare strategies.

On the International CX Awards ’23 platform, which had 236 finalists, representing 83 companies in 45 countries, Aster Clinics triumphed by winning five awards at the prestigious global CX forum. Gold awards were given for the MAGIC mission such as “Best Customer Experience Innovation” and “Best Contact Center”, while three bronze awards were for “Best Digital Transformation – Strategic Focus” and “Customers at the Heart of everything”.

With a workforce of over 2,000 employees from more than 100 nationalities, Aster Clinics prides itself on serving a large number of patients with a compelling track record of achievement and a commitment to customer experience. Aster Clinics solidifies its position as a leader in service excellence within the healthcare industry for the corporate and consumer world.

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