King Faisal Specialist Hospital and Research Centre (KFSHRC) has been honored with two Gold Awards at the 2025 International Customer Experience Awards, organized by Awards International. The hospital received recognition for Best Use of Customer Insight and Feedback for a Strategic Approach and Best Customer Service for organizations with over 5,000 employees.
KFSHRC
In a recent press release, KFSHRC highlighted that these awards reflect its ongoing commitment to enhancing the patient experience. Over the past year, the hospital has rolled out a comprehensive strategy to elevate service quality and strengthen digital service channels. Key initiatives included upgrading the Contact Center into a unified service hub, utilizing patient-satisfaction analytics to refine the care journey, expanding digital pathways for quicker access to services, and improving communication through better integration between clinical and operational systems. Additionally, these efforts ensure fast, accurate, and consistent service across KFSHRC locations in Riyadh, Jeddah, and Madinah.
Patients have directly benefited from these improvements. Enhanced digital channels and the Contact Center have reduced waiting times, clarified procedures, simplified access to clinical and nonclinical services, and supported more human-centered communication. Collectively, these changes enhance the overall patient experience and empower individuals throughout their care journey.
International Customer Experience Awards
The International Customer Experience Awards are globally recognized for celebrating excellence in customer and patient experience. Moreover, the rigorous evaluation process includes live presentations, technical assessments, and measurement of tangible impact, honoring organizations that demonstrate advanced operational models in patient experience, digital transformation, and integrated service delivery.
KFSHRC’s achievements extend beyond these awards. The hospital was ranked first in the Middle East and North Africa and fifteenth globally among the world’s top 250 academic medical centers for 2025. Brand Finance recognized it as the region’s most valuable healthcare brand, while Newsweek included it in the World’s Best Hospitals 2025, Best Smart Hospitals 2026, and Best Specialized Hospitals 2026, reaffirming KFSHRC’s position as a leader in innovation-driven healthcare.
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