Walk in as a person would. Leave knowing whether people are looked after here.

PREP Reviewers are the programme. Everything the Star means rests on what they observe and how honestly they record it.

The role

A PREP Reviewer is a trained, independent observer who spends a working day inside an organisation and rates what they experience against the eleven domains.
It is not an audit. There is no opening meeting, no document request list and no closing conference with a projector. A reviewer arrives unannounced, moves through the organisation the way any person would, talks with the people being served and with the team, and forms a judgement grounded in observation.

The role demands discretion, composure and warmth as much as it demands sharp observation. A reviewer who makes a receptionist nervous has already stopped seeing the truth.

What a reviewer does & does not do !

A PREP Reviewer does

  • Arrives unannounced within an open review window.
  • Observes entrances, reception, waiting areas, service areas, washrooms, food and billing.
  • Talks with the people being served and their companions, with consent.
  • Talks with team members in any role about how they serve people.
  • Reads the One-Page Library.
  • Rates each Hallmark Delivered, Developing, Not yet or N/A, with a note.
  • Gives a verbal summary before leaving.
  • Accepts a glass of water.

A PREP Reviewer never does

  • Announces a visit, or accepts a preferred date.
  • Enters a clinical or treatment area where a person is being attended to, unless invited by that person.
  • Opens a medical record or asks about a diagnosis, treatment or programme.
  • Questions a team member's clinical or technical competence.
  • Requests policies, manuals, minutes or registers.
  • Awards or withholds the Star — that is the Secretariat's decision, on the report.
  • Offers consultancy, training or advice on how to close a gap.
  • Accepts a meal, a gift, a treatment, a session or any hospitality of value.

Who we look for

  • Hospitality and service-excellence professionals — hotel, restaurant, aviation and luxury retail backgrounds are genuinely valued here, not tolerated.
  • Healthcare quality, patient experience, hospital administration and nursing professionals.
  • Wellness, spa, fitness and physiotherapy professionals with an eye for how a place feels.
  • People who have used these services and represent those who do — lived experience is an asset on a review panel, not a courtesy.
  • Above all: strong observers and better listeners, with sound judgement, integrity and the patience to notice small things.


Formal qualifications matter less than the ability to walk into a room and read it honestly. We will train the framework. We cannot train attention.

What we provide

  • Training and calibration in the eleven domains, the rating method and observation-based review.
  • A documented, transparent rating methodology, so that two reviewers in the same organisation reach the same conclusion.
  • Empanelment on the PREP Reviewer register, and assignment to reviews in your region and sectors.
  • A professional honorarium per review, plus travel and accommodation at actuals. [Secretariat: confirm the honorarium figure before publishing.]
  • A standing code of conduct, and the Secretariat’s full backing when a reviewer records an honest finding an organisation would rather they did not.

A PREP Reviewer accepts nothing of value from an organisation under review, declares any prior relationship before assignment, never reviews an organisation they have advised, keeps everything they see confidential, records what they observed rather than what they inferred, and treats every person they meet during a review — the receptionist, the housekeeper, the owner — with the same courtesy the framework asks of them.

Applications are reviewed by the PREP Secretariat

You will be asked for your background, sectors, languages and the regions you can travel to. Empanelment follows training and calibration.

Apply to the reviewer panel →