Ms. Faizah Hassan Ali Alshehri^1,, Ms. Najlaa Mohammad Alotaibi², Ms. Waad Mastour Al Juaid³, Dr. Fahad Khamis Alomari⁴, Dr. Hassan Alghashmari⁴

Patient experience is a key measure of healthcare quality and performance. At Prince Sultan Military Hospital – Taif, baseline feedback in Quarter 2 of 2025 revealed long waiting times, inconsistent communication, and limited patient engagement across the Emergency Department (ER) and Outpatient Clinics (OPD). A comprehensive quality improvement project was implemented between Quarter 2 and Quarter 3 of 2025 using six interventions: interactive visits emphasizing active listening and empathy, modern communication tools (WhatsApp and QR-code posters), structured staff coaching, welcoming and marketing posters in the ER, post-visits calls, and celebrating successes. Patient experience data were collected using Press Ganey’s validated survey system. The ER score rose from 64.24% to 72.98% (+8.74 points), while OPD increased from 66.84% to 69.19% (+2.35 points). The most significant improvements were observed in communication, empathy, and personal issues domains. Integrating human, digital, and feedback-driven touchpoints produced measurable improvements in patient experience. Continued leadership support, staff motivation, and systematic feedback review are essential to sustain and expand these achievements.

Patient Experience, Communication, Coaching, Feedback, Healthcare Quality, WhatsApp, QR Code, Prince Sultan Military Hospital, Saudi Arabia