NMC Healthcare taps Cemplicity to enhance patient experience with real-time insights

NMC Healthcare, one of the UAE's largest private healthcare groups, has partnered with New Zealand-based Cemplicity to enhance patient experience through real-time feedback technology. The partnership is more than a tech upgrade — it's a cultural shift toward listening to patients as closely as treating them.

As Dr. Zaka ullah Khan, Chief Clinical Officer at NMC, put it, "By understanding what matters most to our patients, we can better tailor our services to deliver personalised care that matters."

How does it work?

At the heart of the partnership lies Cemplicity's platform — a system built to capture and analyse real-time patient feedback through Patient-Reported Experience Measures (PREMs).

• Patients can share their experiences directly after care, often via mobile-friendly channels like WhatsApp.
• The system gathers, organises, and translates these insights into actionable data for clinicians and administrators.
• In time, NMC plans to expand the setup to include Patient-Reported Outcome Measures (PROMs), which track the impact of treatments on patients' quality of life.

In plain terms, it's a continuous feedback loop — like having a digital stethoscope for patient sentiment. Every piece of feedback contributes to improving services, fine-tuning operations, and strengthening the trust between the provider and patient.

Why does it matter?

Healthcare isn't just about medical outcomes anymore; it's about how patients feel during the process. The UAE's "We the UAE 2031" vision aims to harness data-driven solutions to enhance population health, and partnerships like this put that ambition into action.

A study by the Boston Consulting Group underscored that the most trusted healthcare providers excel not only in medical skills but also in empathy — in "the softer elements of the patient experience." Miss that, and the ripple effects are real: more second opinions, less compliance, and weaker trust.

As Blaik Wilson, CEO of Cemplicity, noted, "This is about delivering healthcare that truly listens and adapts." In other words, data alone doesn't heal — but data combined with humanity can.

The context

Cemplicity's entry into the UAE marks its expanding global footprint and a local demand for smarter, more responsive healthcare systems. The platform's edge lies in its attention to detail, offering full multilingual support, seamless integration with existing hospital systems, and strict compliance with local data privacy laws.

For NMC, this collaboration reinforces its broader strategy: combining clinical excellence with digital intelligence. By embedding patient voices into every decision, it's transforming feedback into foresight — and setting a new standard for patient-centered care in the region.

This isn't just an IT project. It's a quiet revolution in how care is delivered, measured, and ultimately experienced.