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|  | | ‘Being unique is about pushing the boundaries
and evolving’
Quote by Mr D K Gaur
There are many, many reasons why the Gaur Health Group stands out from the crowd. However, what is important is what our patients think and feel.
We conducted a survey randomly among 5000 patients selected from our huge database and asked them what they thought the Gaur Health Group’s unique selling points were. The whole process took over six months to conduct and the feedback was amazing. When the results were analysed the following top 15 points came up again and again and again. They are listed and discussed below -
- All patients mentioned that they really appreciated the ‘day before’ and ‘morning’ reminder calls, e-mails or texts to remind them of their appointments. They all relied on these calls and liked the fact that everyone, not only new patients, who had an appointment received one. A few patients mentioned that they had also requested a ‘2 hour before’ reminder call as well as a morning call and this fact alone made sure that they did not miss their valuable appointment.
- Many young female patients liked the fact that we welcomed and encouraged family members and friends into the treatment room with the patient and often included them in the discussion. Many young ladies liked the fact that their mother, sister or best friend were with them and were allowed to have their input. All patients who were members of an ethnic minority group mentioned this point especially the male members who felt that they were not made to feel embarrassed because they wanted to accompany their wives and daughters into the treatment room.
- Every patient surveyed felt that our policy of
‘only one patient is treated per treatment room and that the patient does not have to share their practitioner with another patient’
meant that they could speak freely and express themselves in a private environment in front of their practitioner. This also meant that their practitioner’s sole concentration was totally on them and they felt that they received more than just ‘physical’ treatment but also a listening ear with advice and guidance.
- All GHG clinics and medical institutions provide a luxury environment and a peaceful ambience for all patients. This factor was appreciated by every one of the patients who were surveyed. From the soft music to the fresh crisp newspapers to the seating arrangements, the whole environment was greatly refreshing and pleasant.
- Many non UK based patients were among the selected who were surveyed and the one thing that they all congratulated us on was the fact that all GHG clinics and medical institutions are set up to provide a supporting environment for people with English as a second language. Our aim is to find you a member of staff who will speak your language. Many of these patients felt that communicating with the GHG was never an issue, in fact many felt right at home.
- The GHG is recognised world wide for its understanding and respect of cultural differences between all patients. All GHG clinics are set up to cater for all cultures so that patients do not feel that they have to compromise their beliefs to receive the best medical health care. The GHG works around the patient ensuring that the patient’s culture and beliefs are respected at all times making sure the patient is happy. This was a point that most of the foreign patients and those patients who are members of an ethnic minority group touched upon and praised us for.
- A very high number of patients showered praise on the staff who work at the GHG head office. The GHG has a team of highly trained, polite and experienced staff in the central head office who are very helpful on all patient matters. They can give guidance on many health matters and can even help, where possible with your medical health care insurance. These patients appreciated the fact that the GHG was trying to make life as simple as possible for all patients.
- Where possible we try and ensure that all GHG clinics and medical institutions provide patient parking. We try our best so that all patients do not incur these charges. Over two thirds of those patients surveyed pointed this out.
- Among those surveyed were quite a few expectant and new mothers. They all commented on the GHG’s special affection for them and their babies. The GHG prides itself on providing the best and most comfortable breast feeding, nappy changing and rest facilities that an institution like ours should provide and this did not go unnoticed.
- Nine tenths of all patients who were surveyed remarked on how well they were treated by us and fondly highlighted our customer care policy. Indeed the GHG prides itself on customer care, all staff at all GHG clinics and medical institutions are trained to be kind, efficient and friendly to cater for our patients every need no matter what it is.
- Another fascinating observation that was brought to light was our ability to listen. The GHG’s ears are always open. Our patients noticed that their needs, wants, desires and views were always listened to and where possible catered for.
- Every female patient surveyed, no matter what the background or which ethnic group that they belonged to showered praise and commended the way the GHG always put female respect, female dignity and cultural beliefs very high on our priority list. They all felt at ease with the fact that practitioners at the GHG didn’t ask them to disrobe. This was very apparent from the Asian women that were surveyed.
This is at the fore front of all GHG clinics and medical institutions that we have. If a female patient requires a chaperone, she will have one. If a female patient does not want to disrobe then we will respect that and treat her with the dignity that she deserves. We welcome all women from all cultures, from those who wear the full Islamic dress to those who do not. It is your life, it is your treatment and it is your choice.
- Countless patients mentioned that they really liked the fact that the GHG only employs practitioners with excellent communicative skills. Most patients found that they were listened to and the practitioners conversed with them throughout the appointment and never were they left feeling uncared for.
- Many patients found it necessary to point out that in this day and age it was fantastic to see that all the staff at the GHG gave a big smile and were always smiling.
- Numerous national and international patients found it comforting and very reassuring that when they called their medical health care insurance company, the company had heard of the GHG, they knew us well and recommended us to the patient.
There were many other comments and remarks made but the above 15 were the main ones so we’ve only listed them. We found this survey to be one of the most fascinating and interesting exercises that we have ever done. It was a huge eye opener on what we should concentrate on and above all, we all loved the interaction with the patients with their feedback.
We would like to take this opportunity and extend a huge thanks to all patients who took part in the survey and all members of staff who spent hours interpretating the data received.
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