What GFAC is​?

A formal council of former guests and family caregivers who partner with our leaders and teams. They bring the guest's voice into service design, policies and improvement priorities. GFAC replaces the former PFCC.​

Report back​

Progress is shared at the next meeting​

Action​

Each item gets an owner, KPI and date​

Priority​

The council ranks what matters most​

Voice​

Guests and families share real experiences​

How it works: from voice to action

GFAC​

Why, and what should we change?​

Guests and families co-design and validate the fix​

GX HUMANOMETER​

How human does our care feel?​

Eight dimensions tied to our HEART values​

GUEST JOURNEY MAP​

Where does the visit break?​

Scores every touchpoint in OP, IP and ER​

One system: measure, feel, fix​

Humane care
Our priority

We asked 158 guests and family members how clearly we explain their care

 

Guests search for their health condition on other websites, and would prefer to have it in Al Salama app

From guest feedback, 2026 survey

Guest Voice

Used the service
% 0
Information clear
% 0
Verbal effective
% 0
App effective
% 0
Print ineffective
% 0

April vs July – October

All clinics
Apr 47%
Oct 94%
OB/Gyn
Apr 53%
Oct 91%
Pediatrics
Apr 93%
Oct 98%

What you asked us to improve

  • - 28 of 47 comments ask for condition education and videos in the hospital app
  • -Screens and website are mostly rated “Moderate”
  • - WhatsApp requested as a new channel
  • - Inpatient gap: one guest reported no explanation on the doctor’s round

Our next steps

  • - Standard verbal introduction at every visit and inpatient round
  • - Condition education and videos in the app
  • - QR codes replace leaflets; refresh screens
  • - Quarterly re-survey, same method
Measurement tells us where to look. GFAC tells us what to do about it!