Enhances patient experience and service levels for the consumer and corporate world.
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 last 37 years, Aster Clinics has been committed to serving its customers and has consistently taken measures to enhance service standards across multiple touchpoints across their network of clinics in UAE and Bahrain. With a wide network of 80+ clinics and in addition supported 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 service portfolio for corporates through innovative initiatives like building state-of-the-art in-house clinics, tailormade health and wellness programmes and providing in-depth organization health insights that lead to improved employee satisfaction and well-being. Aster Clinics aims to position itself as the preferred healthcare partner of choice for the corporate world.
Emphasizing the importance of customer experience, Dr Sherbaz Bichu, CEO, Aster Hospitals and Clinics, UAE, Oman, and Bahrain said “Enhancing the experience of our patients and corporate clients is not just a goal; it’s 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 make a positive impact on their well-being. By consistently exceeding expectations, we not only provide top-notch healthcare but also create an environment where trust and satisfaction thrive. Our dedication to setting high service standards reflects our unwavering commitment to the health and happiness of those we serve.”
Implementing New Initiatives – MAGIC
By implementing innovative initiatives like M.A.G.I.C (Make A Great Impression on Customers), Aster Clinics has significantly elevated its Service Levels to set a new industry benchmark. Focused on listening, addressing, adopting, and measuring – Aster Clinics’ Customer Experience (CX) Strategy, employs a Six Sigma methodology, addressing real on-ground issues through cross-functional collaboration. Key business metrics such as NPS Score, Google Rating, reduction in Call Back Requests (CBR), Front Office Attrition, and patient wait time have been meticulously measured, culminating in a transformative customer journey. The organization also captures the Voice of Customer, Voice of Employee and Voice of Physician to enhance the process to achieve Patient Satisfaction.
Metrics and milestones in service excellence
The dedication to achieving service excellence at Aster Clinics has produced noteworthy outcomes, including an all-time high NPS (Net Promoter Score) of 83, along with an impressive Google rating of 4.67 based on 80K+ reviews. Furthermore, a substantial 22 per cent reduction in Call Back Requests (CBRs) demonstrates the efficacy of the First Call Resolution approach and goes a long way in driving patient satisfaction.
One of the most important outcomes has been an exceptional Compliment to Complaint ratio of 29:1 which reflects the positive impact of service initiatives, coupled with an impressively low Complaint Incident Rate of 0.04. These results underscore the tangible success of Aster Clinics in delivering outstanding customer experience.
Aster Clinics places a paramount emphasis on the patient’s experience, a commitment upheld by its content and engaged workforce. The Contact Centre’s pivotal role is underscored by its ability to connect customers with agents swiftly, influencing the overall customer experience and subsequent loyalty. Boasting an average wait time of under 10 seconds, a focus on First Call Resolution (FCR), and an almost negligible abandon rate, Aster Clinics is driving a seamless and efficient experience for patients calling in. Notably, Aster Clinics reached a historic achievement of a 100% Service Level in August ’23 underscoring the dedication to the spirit of Kaizen & providing unparalleled customer service.
Nitin Navish Gupta, CEO, Aster and Access Clinics added: “Continual improvement is not just a philosophy at Aster Clinics; it’s our unwavering commitment. Initiatives like Mission MAGIC have played a pivotal role in our journey towards service excellence. The impressive metrics such as our all-time high NPS 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, engagement, and the relentless pursuit of delivering the best for our patients.”
Awards and recognition
Aster Clinics has earned prestigious recognitions and won multiple awards at various platforms by presenting its service excellence transformation journey mission MAGIC. to eminent and professional CX jury members. These accolades include a gold award for ‘Best CX Team of The Year,’ ‘Best Patient Experience,’ and ‘Best CX Strategy’ categories at the Gulf Customer Experience Awards (GCXA) ’23 platform. Mission MAGIC was recognised with a silver award for being the ‘Most Innovative Customer Happiness Initiative’ at the Customer Happiness Awards and Summit (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 outstanding customer experiences and innovative healthcare strategies.
At the International CX Awards ’23 platform, which had 236 finalists, representing 83 companies across 45 countries, Aster Clinics made it big by winning five Awards at the prestigious global forum for CX. Gold awards were awarded for mission MAGIC being ‘Best Innovation in Customer Experience’, and ‘Best Contact Centre’ while three bronze awards were for ‘Best Digital Transformation – Strategic Approach’, and ‘Customers at the Heart of Everything’.
With a workforce comprising more than 2000 employees hailing from over 100 nationalities, Aster Clinics, proudly caters to extensive patients with a compelling track record of achievements 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.