Your clinical accreditation says your care is safe.
PREP says your care is felt.
Why pursue PREP certification
Differentiate on what patients talk about.
Complement — don’t duplicate — clinical accreditation.
Give leadership a framework, not slogans.
60 standards and 227 observable performance criteria turn “patient-centred” from an aspiration into a management system — with governance, measurement and accountability built in.
Lift staff pride and service culture.
The Service Excellence & Hospitality domain gives your teams the same daily disciplines used by the world’s best service organisations.
A mark that means something.
Because PREP surveys are unannounced and certification is renewed yearly with real-time monitoring, the mark certifies how your facility runs every day — which is precisely why patients can trust it, and why it is worth holding.
Who can apply
- Any hospital or healthcare facility, in any country — from a single-doctor clinic or day-care centre to a tertiary teaching hospital.
- The standards apply to all patient- and relative-facing functions:
- Reception and front office
- Outpatient and inpatient areas
- Admission and discharge
- Patient relations
- Billing
- Support services
- Visiting
- The standards can be applied facility-wide or to defined service areas as stated in the standards manual.
- Requirements are written as outcomes, so a 10-bed day-care centre and a 1,000-bed hospital are each assessed on what excellent experience looks like at their scale.
- Fees are tiered so smaller facilities and smaller cities pay proportionately less.
How to prepare
Self-assessment
Download the standards manual and run the self-assessment against all 227 performance criteria.
Establish governance
A named senior owner and a PREP Council or Committee (this is where the GLE domain starts).
Close the gaps
The self-assessment shows you exactly where you stand against every Core criterion.
Apply online
Once your application is verified and you confirm readiness, surveyors will arrive unannounced within 90 days — so confirm readiness only when you genuinely are.