NNaseem HealthcarePatient Experience
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08Chapter 08

Measurement, KPIs & Financial Sustainability

Improvement cannot be demonstrated against a figure that was never recorded.

Establishing a baseline across twelve measures is the first deliverable of any implementation. Improvement cannot be demonstrated against a figure that was never recorded.

The proposed measurement framework

The organisational measurement set for Patient Experience.

  1. 01Patient trust
  2. 02Patient retention
  3. 03Continuity of care
  4. 04Follow-up compliance
  5. 05Referral growth
  6. 06Women’s Wellness participation
  7. 07Community engagement impact
  8. 08International Patient Experience (IPX)
  9. 09Quality & accreditation readiness
  10. 10Service utilisation
  11. 11Lifetime patient value
  12. 12Organisational growth

Financial sustainability

Value Creation

  • Stronger retention and loyalty
  • Increased service utilisation
  • Higher lifetime patient value

Cost Avoidance

  • Fewer complaints and recovery costs
  • Lower medico-legal risk
  • Fewer readmissions and duplicate tests

Sustainable Returns

  • Diversified revenue streams
  • Stronger return on existing infrastructure
  • Resilience through diversified markets

Every Riyal invested in the flagship programmes has the potential to deliver significant compounding results through increased service utilisation, patient retention, referrals, risk reduction and stronger operational performance.

Actual returns will depend on programme adoption, patient mix and service mix — which is precisely why a measured baseline, established early, is the foundation on which the entire framework rests.