CUSTOMER SATISFACTION

Survey ranks MTRH top brand in healthcare

Nairobi Hospital is number two, followed by Kenyatta National Hospital.

In Summary

• The ranking report indicates that MTRH recorded the most regular availability of doctors, nurses and all other staff.

• The hospital is also ranked top in staff courtesy, efficiency and good organisation or leadership.

Moi Teaching and Referral Hospital in Eldoret which has been ranked the best brand in healthcare sector in the country
Moi Teaching and Referral Hospital in Eldoret which has been ranked the best brand in healthcare sector in the country
Image: BY MATHEWS NDANYI

A survey has ranked Moi Teaching and Referral Hospital in Eldoret the topmost brand in healthcare in the country.

The survey by Ajua, which is Africa's first Integrated Customer Experience Company, largely ranks customer satisfaction in various public and private institutions to help them improve on service delivery and business.

In the ranking, Nairobi Hospital was number two, followed by Kenyatta National Hospital.

MTRH had a customer net promoter score of 32 in the third quarter of 2021 (July-September), making it the best hospital in the country.

“We are proud of the ranking and as a hospital we will always strive to offer the best care and services to our patients and other clients,” hospital CEO Dr Wilson Aruasa said.

The ranking report indicates that MTRH recorded the most regular availability of doctors, nurses and all other staff. The hospital is also ranked top in staff courtesy, efficiency and good organisation or leadership.

The facility performed well in the proper and effective dissemination of information to the public through print and electronic media, among other channels.

“This demonstrates MTRH’s openness, transparency and accountability. We thank all media partners that have been working with us to ensure we reach the public effectively,” Aruasa said.

The hospital serves over 25 counties in the western part of Kenya.

It has international partners including Shoe 4 Africa Foundation (New York, US), Indiana University (Indiana, US), International Atomic Energy Agency (IAEA in Vienna, Austria), among others.

With a bed capacity of more than 1,200, the hospital leads in handling several diseases including cancer. It has continually expanded its services and facilities. It has more than 65 ICU beds and has piped oxygen to all its beds.

The report by Ajua lists the most exceptional brands in Kenya spanning across nine sectors.

KCB and Safaricom have also been ranked top in their respective sectors.

Edited by A.N