Christina Ioannidis talks to Eng. Rayan Samman, Executive Director- Guest Experience, Makkah Healthcare Cluster, Kingdom of Saudi Arabia. Mr Samman is an Engineer, Certified Professional Business Coach, CX Consultant and motivational trainer earnt in an illustrious career in both public and private healthcare sectors as well as in management consulting.

This episode is brought to you by Aquitude Health.

Notable Quotes

• ‘We need to treat patients as if they are VIP guests coming to our home”
• ‘Changing the people behaviour is not an easy task’
• ‘It all starts from the Leadership. We have to engage the leadership, changing their mindsets towards care’
• If you are really serious about making improvements, you have to be prepared to do something very different’
• ‘We should run and manage public hospitals as a private hospital’
• ‘For person-centred care we need to engage both patients and staff’
• ‘Nothing has the right to decide for me, without me’

Talking Points in this Episode

• The realization of senior leadership in their involvement in influencing their organisation’s culture
• Setting the behaviours that top management need to exhibit in order to drive transformation
• Vision 2030 in the Kingdom of Saudi Arabia’s Healthcare sector includes changing the Patient Experience
• The fundamental differences in attitudes between public and private healthcare vis-à-vis Patient Experience
• How privatization of healthcare is a driver for transformation in healthcare delivery

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The post The Great Healthcare Mindset Shift – From Patients to Guests. appeared first on Christina Ioannidis.