KFSHRC Achieves Two Prestigious Global Awards For Patient Experience And Customer Service Excellence

King Faisal Specialist Hospital and Research Centre (KFSHRC) has been awarded two Gold Awards for patient experience and customer service at the 2025 International Customer Experience Awards. These accolades, organised by Awards International, recognise the hospital's strategic use of customer insight and feedback, as well as its exceptional service for organisations with over 5000 employees.

The awards underscore KFSHRC's ongoing efforts to enhance patient experiences. Over the past year, the hospital has implemented a comprehensive strategy aimed at improving service quality and strengthening digital service channels. This includes upgrading the Contact Center to serve as a unified service hub and using patient-satisfaction analytics to refine the care journey.

KFSHRC has expanded digital pathways to provide faster access to services. The integration between clinical and operational systems has improved communication, ensuring fast, accurate, and consistent service across its locations in Riyadh, Jeddah, and Madinah. These improvements have directly benefited patients by reducing waiting times and simplifying access to both clinical and nonclinical services.

The enhancements in digital channels and the Contact Center have also supported more human-centered communication. This approach empowers patients throughout their care journey by providing clarity around procedures and elevating the overall experience.

The International Customer Experience Awards are highly respected global recognitions in their field. They evaluate organisations through live presentations, technical assessments, and tangible impact measurements on customer and patient experience. The awards celebrate those demonstrating advanced operational models in patient experience, digital transformation, and integrated service delivery.

KFSHRC's achievements extend beyond these awards. It ranks first in the Middle East and North Africa region among academic medical centres for 2025. Globally, it holds the fifteenth position among the top 250 academic medical centres. Brand Finance also recognises it as the region’s most valuable healthcare brand.

Leading Innovation-Driven Care

KFSHRC is listed among Newsweek’s World’s Best Hospitals 2025, Best Smart Hospitals 2026, and Best Specialized Hospitals 2026. These recognitions reaffirm its leadership in innovation-driven care. The hospital continues to set benchmarks in healthcare excellence through its commitment to enhancing patient experiences.

With inputs from SPA