Patients are often worried, in pain or in a hurry. How they are treated at reception, in the waiting area and at the billing counter shapes their trust. We check the non clinical experience, quietly and respectfully.
Greeting, booking accuracy, and clear directions.
Time from arrival to being seen, and whether delays are explained.
Whether charges are explained before and after treatment.
Whether personal details can be overheard or seen.
Waiting areas, washrooms, signage and seating.
Speed, courtesy and clarity of instructions.
Medical quality is judged by doctors, but service quality is judged by patients and families. Waiting time and rude treatment are among the most common complaints. An audit shows where small changes make a big difference.
Auditors act as patients or visitors with simple scenarios, such as booking a consultation or collecting a report. They do not interfere with care. We score the non clinical experience only.
We cover every district of Sri Lanka, including smaller towns and remote areas, and we can work in Sinhala, Tamil and English.
No. We only review service, communication, cleanliness and process, and never medical decisions.
Yes. Auditors do not collect other patients' information.
Yes. Hospitals, channelling centres, laboratories and clinics can all be included.
Tell us what you need. We reply within 24 hours.
Request an Audit