A Story of Customer Excellence Through Continuous Improvement

The impact was significant

Grace Hospital, one of New Zealand’s leading private surgical hospitals, has strengthened its patient experience programme, lifting its Net Promoter Score from 92 to 95 while increasing survey response rates from 35% to 45–50%.

With Cemplicity supporting digital feedback, reporting, and action alerts, Grace has made patient insight more visible across the organisation. Feedback is regularly reviewed and shared with teams, helping staff understand what patients value and where improvements can be made.

This has supported practical changes across the hospital, from gluten-free accreditation to clearer discharge medication guidance, improving both experience and safety.

Grace Hospital shows how a high-performing healthcare provider can use patient feedback to sustain excellence, strengthen accountability, and drive continuous improvement at scale.