PREP — People · Recognition · Experience · Program — sets out what any organisation that serves people must achieve to deliver an experience worth remembering. It is developed and operated by Medigence Solutions Pvt Ltd, under the governance of the PREP Steering Committee, with its framework maintained by the PREP Technical Committee and supported by a People Advisory Group and the PREP Secretariat.
It is written for international use, across health systems, cultures, regulatory environments and sectors — and, deliberately, for organisations of every size.
A world where every place that serves people is judged not only by what it delivered, but by how it made people feel — and where being treated with warmth, dignity and attention is not a matter of luck, or of what you can afford.
To define, recognise and continuously raise the standard for people's experience — through requirements that are rigorous but achievable, written in plain language, demanding of every organisation and impossible for none & through a single Star that people everywhere can trust, because it is earned on an ordinary day and re-earned every year.
Everything is measured except how it feels. Hospitals track outcomes, infection rates and turnaround times. Gyms track retention and attendance. Spas track occupancy and revenue per room. Yet how people are actually treated — whether anyone noticed they were frightened, whether the wait was explained, whether the bill surprised them — remains the least standardised dimension of quality in every one of these sectors.
What people remember is the experience. A year later, few can quote a lab value or a body-fat percentage. They remember whether someone smiled when they arrived, whether their name was used, whether anyone came back when they said they would.
Companions remember it too. The mother keeping vigil overnight, the husband in the waiting room, the friend who drove someone to their first session — they carry the experience of an organisation as deeply as the person they came with.
Existing frameworks do not cover it. Clinical accreditation rightly concentrates on safety and process. Sector quality marks concentrate on facilities and equipment. Experience appears in them only at the margins, if at all.
One complete, rigorous, observable framework, dedicated solely to how people are treated — and applicable to every organisation that serves them.
Two convictions shaped this programme.
It is why an entire domain carries their name.
Health, wellness and fitness organisations can learn from the world’s finest service organisations without losing their soul: the warm greeting, the anticipated need, the immediate recovery when something goes wrong.
Every domain, Practice and Hallmark in PREP addresses how people are treated. PREP does not assess clinical care, clinical quality, medical outcomes, patient-safety practice, therapy protocols, training programmes or equipment specification. Those remain the responsibility of each sector’s own regulators and accreditors.
Where a requirement touches a technical area, only the experiential dimension is considered. This boundary was applied to every Hallmark during development: any requirement that could only be verified by examining clinical or technical practice was excluded.
A PREP review never opens a medical record, never questions a treatment decision, and never evaluates a training programme. It looks at what people see, hear and feel — the welcome, the waiting, the information, the cleanliness, the food, the companions, the farewell and the bill.
Nothing entered this framework because it sounded impressive. Each Hallmark had to survive all five.
Would the person being served notice if this were missing? If not, it is administration, not experience.
If a twenty-bed hospital, a two-room wellness centre or a single-floor gym cannot do it without hiring anyone new, it does not belong in PREP.
Can a reviewer see it, hear it, or hear about it from the people served — in a single visit, without asking for a file? If it can only be proved on paper, it is not in PREP.
Can a receptionist, a housekeeper or a trainer read the Hallmark and know what is being asked of them? If it needs a consultant to interpret, it fails.
Does it protect the person’s dignity, or the organisation’s paperwork? PREP always chooses the person.
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.