Healthcare leaders gather in Abu Dhabi to drive UAE’s patient-centered vision forward
 

(ABU DHABI) - Healthcare leaders from across the UAE and abroad recently convened in Abu Dhabi to explore how the patient voice is shaping the future of healthcare. The event, hosted at the New Zealand Ambassador’s Residence by Cemplicity – a global leader in real-time patient-reported experience and outcome measures - highlighted how acting on patient feedback can improve care, support workforces, and drive sustainable growth.

Titled “From Insight to Impact – Designing the Future of Healthcare Through the Scaled Power of the Patient Voice,” the event brought together senior executives, clinicians, and global experts, including Dr Mujtaba Ali-Khan (Burjeel Holdings), Amanda Appelgryn (Mediclinic), and Jason Wolf (The Beryl Institute).

Patient experience is a UAE priority

The UAE has set ambitious goals for healthcare transformation. The We the UAE 2031 vision calls for harnessing data-driven health solutions to improve population health and quality of life, while the Abu Dhabi Healthcare Strategic Plan identifies patient safety and experience as central priorities alongside workforce resilience and system sustainability. Together, these national and emirate-level strategies reinforce the importance of amplifying the patient voice to achieve the UAE’s ambition to become a global benchmark in healthcare excellence.

Restoring humanity to healthcare

While healthcare systems are built on rigorous protocols and technology, speakers emphasized that what truly differentiates leading providers is their ability to listen and respond to patient voices in real time. Research presented at the event showed that 94% of patients consider being listened to as important as receiving safe care.

“Human experience is not an initiative; it is healthcare’s foundation,” said Jason Wolf, President & CEO of The Beryl Institute. “When organizations listen and act on what patients say, they build trust, improve outcomes, and create measurable value for their staff, their communities, and their bottom line.”

From feedback to action

Amanda Appelgryn, Group Senior Manager for Client Experience at Mediclinic, noted how embedding patient voice into frontline practice is reshaping operations: “Feedback alone does not change things—action does. By giving caregivers real-time insights, we are empowering them to make micro-changes that lead to macro transformation. The patient voice has become a strategic asset guiding both clinical and operational decisions.”

Listening as workforce support

Dr. Mujtaba Ali-Khan, Group Chief Clinical Innovation Officer at Burjeel Holdings, highlighted the direct benefits for hospital teams: “When we listen to our patients, we also support our doctors and nurses. Real-time feedback not only helps address patient needs faster but also provides the necessary insight for caregivers to deliver the best possible care. This strengthens morale, improves retention, and ultimately enhances care quality.”

Technology that connects, not replaces

While the discussion acknowledged the rise of AI and digital health, participants stressed that technology must be used to augment—not replace—the human touch.

“Technology should connect people, not mimic them,” said Blaik Wilson, CEO of Cemplicity. “Our platform enables hospitals to respond to what matters most to patients in real time. As the UAE continues its journey to become a leading global healthcare destination, those who harness technology to amplify humanity will lead the way.”

A commercial and clinical imperative

The discussion reinforced that patient voice is not just about compassion but about competitiveness. Word-of-mouth remains the most trusted driver of healthcare choice, with 59% of patients saying they would recommend or avoid a hospital based on personal experience.

By embedding patient perspectives into decision-making, UAE healthcare providers can differentiate themselves, achieve sustainable growth, and advance the country’s ambition to be recognized globally for patient-centered care.

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