The PREP framework contains eleven domains, 53 Practices and 112 Hallmarks, of which 42 are Essential. The first domain anchors leadership. The second brings hospitality-grade service into health, wellness and fitness. The remaining nine follow the journey of the people you serve — from the first phone call to the message that arrives after they have gone home — including their companions, their dignity, their voice and their data.
The eleven are written in people-first language that reads naturally in every sector. A hospital reads “patients”; a gym reads “members”; a spa reads “guests”. The requirement is identical.
What leadership must genuinely provide: commitment, a face, skills and follow-through. No committees, no strategy binders, no dedicated departments.
The heart of PREP in every sector: the warm welcome, impeccable presentation, unhurried attention, anticipation, immediate recovery and the daily discipline of the world’s best service organisations.
Getting in, finding the way, waiting with dignity and being answered promptly — the logistics of the journey, experienced as care.
People understand what is happening, feel listened to, and can find what they need to know — in their language and in a format they can use.
The physical experience — what people see, smell, taste and touch. The senses judge before the mind does.
The journey’s bookends and bridges: the welcome, the settling in, the moves in between, the goodbye, the bill, and staying in touch. People remember beginnings and endings most.
The people who come along — relatives, friends, parents, attendants — are treated as partners, not visitors.
The non-negotiables of being treated as a person: courtesy, privacy, confidentiality, and extra care for those who need it.
Seeing the human being: emotions acknowledged, beliefs respected, language never a barrier, compassion at the moments that matter.
How concerns are raised, resolved and learned from — and how the organisation cares for its own people, who deliver everything else in this framework.
Respect, extended to a person’s information and digital moments — lawful, clear and human.
Three levels, and only three.
A chapter of the experience. There are eleven.
A single, nameable habit inside that chapter. There are 53.
The observable statement a reviewer rates. There are 112, of which 42 are Essential.
An Essential Hallmark is one that no organisation, of any size or sector, should fall below. All 42 must be rated Delivered for the Star to be awarded. There is no fourth level. There are no sub-criteria, no evidence schedules and no scoring annexes hidden behind the published framework. What you see is the whole of it.
The Practices and Hallmarks within each domain — the exact statements a reviewer rates — open with framework access, and are shared with empanelled reviewers.
Framework access is a one-time ₹3,999, the same for every sector, and commits you to nothing further. It opens the complete framework for your sector, the One-Page Library and the guidance notes. The Self-Assessment is not included — it opens with your application.
We ask who you are for one reason: so that the framework you receive is written in your sector's language, and so we can tell you when it is updated. We do not sell or share your details.
PREP surveys use experience-based methods only — no clinical tracers, no clinical record review
The complete PREP framework for your sector — all eleven domains, 53 Practices and 112 Hallmarks, with the 42 Essentials marked.
The small set of single-page documents PREP asks for, each with a template you can adapt. Nothing longer than one page is ever required.
Sector guidance notes, translating each domain into the vocabulary and setting of hospitals, clinics, wellness and spa centres, gyms or physiotherapy centres.
Notification whenever the framework is revised.
The Self-Assessment is not part of framework access. You apply directly and separately, and the Self-Assessment opens there — as part of the application itself.