Wednesday 06 / August / 2025
Muscat: Apollo Hospital, Sultanate of Oman, has ushered in a new chapter in the Nation’s healthcare journey with the launch of a pioneering staff training initiative that places patient experience at the heart of care delivery. Titled “You Are the Experience: From Workers to Care Ambassadors,” the programme marks a transformative step towards human-centered healthcare and positioning patient experience as a structured capability.
More than a training module, the initiative signals a strategic shift-moving beyond clinical procedures to embrace empathy, cultural sensitivity, and meaningful communication throughout the patient journey.
“Every team member, from the front desk to nursing, was reminded that they’re not just performing tasks. They’re guiding, healing, building trust, and touching lives, “said KP Shobha, Director-Operations at Apollo Hospitals, Oman. “More than training, it was a mindset shift.”
The programme’s strength lies in its alignment with traditional Omani values like hospitality, harmony and dignity, ensuring culturally respectful care. Staff were trained to reflect these values in subtle but powerful ways: their tone of voice, choice of words, and how they greet patients, handle delays, and conclude interactions.
Conducted over three days, the sessions were led by Vaishali Rajpara, renowned patient experience strategist and coach known for her practical and culturally grounded approach.
Through scenario-based learning, live roleplays, and guided reflection, staff learned how to handle difficult moments with presence, empathy, and professionalism. Staff feedback has been overwhelmingly positive, with many describing the programme as deeply transformative.
“I learned how to stay kind even when I’m stressed and how just a few words can help a patient feel safe,” said one participant. Others noted that the training equipped them with tools to balance empathy and efficiency in daily hospital interactions.
“At Apollo, we believe our people are our promise,” said VT. Saileswaran, CEO & Managing Director. Investing in our team’s emotional intelligence and cultural fluency translates directly into safer, more trusted, and world-class care.
A key insight from the training emphasised that meaningful transformation in patient experience does not require a massive systems overhaul. Instead, consistent, conscious changes in tone, language, and intention can make a lasting impact.
As Vaishali explained, “Patient experience is not a global template. It must be locally relevant. What we built here respects Omani values while aligning with international standards.”
By pioneering this initiative, Apollo Hospital Oman sets a compelling precedent for integrating clinical excellence with compassionate care, aligning itself with Oman’s evolving healthcare vision of delivering people-first, high-quality service.
Apollo’s proactive approach signals a strong commitment to redefining patient care through empathy, trust, and cultural integrity.
