The Standards
Eleven Domains.
One Unified Standard.
The PREP Certification Standards contain eleven experience domains, 60 standards and 226 performance criteria, of which 68 are Core. The first domain anchors leadership and governance of experience; the second brings hospitality-grade service excellence into healthcare; the remaining nine follow the journey of patients and relatives — from the first phone call to post-discharge follow-up, including their digital and data-privacy experience.
How each standard is written ?
01
Domain
Standards are grouped into eleven experience domains, each identified by a three-letter code (for example GLE, SVE, AWR). Each domain opens with a short description of its scope and boundaries, and closes with the domain references.
02
Standard
the outcome the facility must achieve.
03
Intent
Why the standard matters and what it is intended to achieve.
04
Interpretation
How the standard is understood and applied in practice.
05
Performance criteria (PCs)
The specific, observable points assessed and rated. Each PC carries its own interpretation stating exactly what is expected, including minimum frequencies or timeframes where relevant. PCs marked Core must be met for certification.
The eleven domains
GLE
Governance & Leadership for Patients & Relatives Experience
How the organisation makes experience a strategic priority — documented direction, clear accountability, the genuine voice of patients and relatives in how the organisation is run, adequate resources, robust measurement, and a culture that values how people are treated.
SVE
Service Excellence & Hospitality
Internationally recognised hospitality and service-excellence practice translated into healthcare: a warm, consistent human welcome; impeccable staff presentation; anticipation of individual needs; immediate, empowered service recovery; and the daily disciplines that keep service standards alive.
AWR
Access, Wayfinding, Waiting & Responsiveness
The experience from the very first moment: first contact and registration, signage and wayfinding, physical and practical access, well-managed and well-communicated waiting, and prompt staff responsiveness to requests.
CIS
Communication & Information-Sharing
The information patients and relatives receive, the way staff communicate and listen, accessibility of information across formats and languages — including the communication surrounding consent — and easy access to information about services, rights and processes.
CCE
Comfort, Cleanliness, Food & Environment
The experiential quality of the physical environment: cleanliness, freshness, comfort, a good food experience, and a welcoming, safe-feeling setting for patients and those who accompany them.
ATD
Admission, Transitions & Discharge Experience
The journey from first enquiry to after departure: pre-admission and admission, orientation, coordinated transitions and movement, a planned and efficient discharge, transparent billing and financial counselling, and post-discharge follow-up.
RFS
Relatives’ & Family Involvement, Visiting & Support
Welcoming and involving relatives in line with the patient’s wishes, reasonable and compassionate visiting, orientation and information for relatives, amenities for those waiting or staying, and support during difficult times.
DRP
Dignity, Respect & Privacy
Courtesy and respect in everyday interactions, protection of personal and bodily privacy, confidentiality in patient-facing settings, additional sensitivity for the vulnerable, and the particular needs of children and older persons.
ESC
Emotional, Spiritual Support; Culture & Language
Emotional and psychosocial support, respect for spiritual and religious needs, respect for individual values, cultural needs and customs, meeting language needs, and compassionate support at sensitive moments.
CFG
Complaints, Feedback & Grievance Redressal
Easy ways to give feedback and raise complaints, fair and timely handling, clear communication of outcomes and escalation, learning and improvement from feedback, and staff supported to respond with empathy within a just culture.
DDP
Digital Experience, Data Privacy & Consent
Transparency, consent and control over personal data, and a respectful experience across digital touchpoints — aligned with recognised data-protection principles and met by complying with the law of the facility’s jurisdiction.
Get the standards
The complete PREP Standards Manual — every standard, intent, interpretation, performance criterion and reference — is available to download from prep.healthcare at a nominal charge.