A hospital and a gym look nothing alike, and PREP does not pretend otherwise. But a person walks into both carrying the same things: some hope, some apprehension, and a memory that will form in the first ninety seconds.
The eleven domains are identical in every sector. What changes is the vocabulary — and the examples a reviewer looks for.
That in a place where people arrive frightened and companions wait for hours, someone noticed them, explained the wait, protected their dignity and told them the truth about the bill.
That a short visit was still a good one — the call was answered well, the wait was honest, the explanation was clear and nobody was made to feel like a queue number.
That the calm on the brochure is the calm in the building — from the first enquiry to the farewell, with privacy, discretion and preferences remembered without being asked twice.
That a first-timer was welcomed rather than assessed, that the washrooms match the reception, that someone learned their name, and that leaving was made as easy as joining.
That in a place people come to on their most frustrating days, appointments run to time, progress is explained honestly, and dignity is protected during every session.
| Universal term | Hospital / Clinic / Physiotherapy | Wellness & Spa / Gym |
|---|---|---|
| The people you serve | Patients | Guests, members, clients |
| Companions | Relatives and family | Family and friends |
| Joining | Registration, admission | Booking, enrolment, induction |
| The journey | Episode of care | Visit, session, programme |
| Farewell | Discharge | Checkout, session close |
| Team member | Staff, clinician, nurse | Therapist, trainer, host |