Wherever you go — a hospital, a clinic, a wellness & spa, a gym or a physiotherapy centre — the PREP Star means one thing: this is a place that treats people well, and proved it unannounced.
A place holding the PREP Star has shown, to an independent reviewer, that…
You are welcomed warmly and treated with courtesy, whoever you are and whatever you are there for.
Your privacy is protected — your body, your conversations and your personal details.
You are told what is happening, in language you understand, and somebody listens when you speak.
Waiting is managed and explained honestly. Nobody leaves you wondering.
You can find your way, and help is easy to ask for.
The place is clean and comfortable, including the washrooms, and the food is taken seriously.
Whoever came with you is welcomed as a partner, not tolerated as a visitor — with somewhere decent to wait.
What you are charged is explained before it is charged.
Your feelings, your beliefs, your culture and your language are respected.
If something goes wrong, it is easy to say so — and somebody actually answers.
Your personal information is handled with care, and you are asked before it is shared.
The Star is about how you are treated. It is not about clinical or technical quality.
It does not tell you whether a hospital’s surgery is safe, whether a physiotherapist’s technique is right, whether a spa’s treatments work or whether a gym’s programme suits you. Those questions are answered by each sector’s own regulators, licences and accreditations.
Think of it this way: your other credentials tell you about the work. PREP tells you about the welcome. You deserve both.
You will not see silver stars, bronze stars or five-star ratings in PREP.
There is one Star.
A place either meets the standard or it does not yet — and places that do not are never named or listed anywhere. So when you see the Star, you do not need to work out what grade it is. There is only one.
It also runs out. Every Star is checked again the following year, unannounced. A place that lets its standards slip loses it.
PREP was shaped by people who use these services, and it stays honest the same way. If you were treated well somewhere holding the Star, we would like to hear it. If you were not, we need to hear it — and we follow up on every account we receive.
You can share your experience anonymously. We never pass your name to an organisation without your permission.