About PREP
A Global Standard for Patient Experience
The Patients & Relatives Experience Program (PREP) Certification Standards set out what a hospital or healthcare facility must achieve to deliver an excellent experience for patients and their relatives. Powered by Medigence Solutions Pvt Ltd under the governance of the PREP Steering Committee and Technical Committee, they are designed for international use across diverse health systems, cultures and regulatory environments.
Our Vision
A world where healthcare is measured not only by what it cures, but by how it cares — where every patient and every relative, in every facility, in every country, is treated with the dignity, warmth and respect they will remember for the rest of their lives.
Our Mission
To define, certify and continuously raise the global standard for the experience of patients and their relatives — through rigorous, real time, evidence-informed, experience-only standards that any healthcare facility, from a single-room clinic to a thousand-bed hospital, can aspire to, achieve and sustain; and through a certification mark that patients and families everywhere can trust, because it is earned every day.
Our Conviction
Two convictions shaped PREP. The first is that relatives are not visitors to be managed but partners in care, whose own experience deserves standards. The second is that healthcare can learn from the world’s finest service organisations without losing its soul: the warm greeting, the anticipated need, the immediate recovery when something goes wrong.
A strict scope: experience only
Every PREP standard, intent and performance criterion addresses the experience of patients and relatives. PREP does not assess clinical care, clinical quality, clinical outcomes or patient-safety practices — these remain the remit of clinical accreditation frameworks. Where a requirement touches a clinical area, only the experiential dimension is assessed. This boundary is applied to every criterion during development: any requirement that could only be verified by examining clinical care is excluded.
What this means in practice ?
A PREP survey never opens a clinical record or reviews a treatment decision. It looks at what patients and relatives see, hear and feel — the welcome, the waiting, the information, the food, the visiting, the billing, the farewell.
The evidence base
PREP domains are benchmarked against internationally recognised sources, including the Picker Principles of Person-Centred Care, the NHS Patient Experience Framework, The Beryl Institute Experience Framework, HCAHPS experience dimensions, WHO guidance on integrated people-centred health services, ISO service-excellence and complaints-handling standards, and — for digital experience and data privacy — the GDPR, India’s DPDP Act, and the HIPAA Privacy Rule.
Who we are
PREP is powered by Medigence Solutions Pvt Ltd. The program is governed by the PREP Steering Committee and its standards are maintained by the PREP Technical Committee, supported by the PREP Secretariat.