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At Sunway Medical Centre Penang, we believe quality care goes beyond treatment and clinical outcomes — it is also about how our patients feel throughout their healthcare journey with us. To ensure we deliver compassionate and patient-centred care, we continuously monitor our Patient Experience Indicators, reflecting our patients’ satisfaction with the care, service, and treatment they receive.
The insights gathered help us identify opportunities for improvement and enhance the overall patient experience. Through continuous efforts, we strive to create a supportive environment where our patients feel heard, respected, and well cared for at every stage of their journey.
| Patient Experience Indicators | 2025 | Jan - Feb 2026 |
| OVERALL HOSPITAL EXPERIENCE | ||
| I was happy with the overall quality of service during my visit | 98.0 | 98.7 |
| I feel confident to entrust my care and treatment to the hospital | 98.5 | 98.8 |
| I understand the explanation provided regarding my condition and treatment plan | 98.5 | 98.9 |
| I was attended to promptly during my visit | 97.9 | 98.7 |
| I was satisfied with the cleanliness and ambience of the hospital | 98.5 | 99.0 |
| I was served with appetizing and healthy choices of food during my stay | 93.7 | 93.7 |
| I am aware on my rights and responsibilities as a patient | 98.8 | 99.6 |
| OVERALL PEOPLE EXPERIENCE | ||
| I was satisfied with my experience provided by doctors and staff members in hospital | 94.8 | 94.6 |
| OVERAL SCORING | ||
| Patient Satisfaction Index (PSI) | 97.7 | 98.3 |
| Net Promoter Score (NPS) | 90.0 | 95.0 |
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