Enterprise Experience Index
88%
3%Employee Experience Score
85%
2%Partner Relationship Health
91%
4%Vendor & Supplier Experience
86%
2%First-Contact Resolution
89%
3%Open Experience Actions
26
4Overdue Experience Issues
8
1Critical Relationship Signals
3
0Monitored
Employee and Clinician ExperienceOn Track
Physician and Referral-Partner ExperienceOn Track
Payer and Corporate Client ExperienceMonitoring
Vendor, Supplier and Contractor ExperienceAt Risk
Academic and Clinical Partner ExperienceOn Track
Government and Regulatory ExperienceOn Track
Community and Media Stakeholder ExperienceMonitoring
Digital Stakeholder Journey ExperienceOn Track
Measured
Enterprise Experience Index88%
Employee Experience Score85%
Partner Relationship Health91%
Vendor & Supplier Experience86%
Stakeholder Trust Index90%
First-Contact Resolution89%
Closed-Loop Follow-Up92%
Experience Governance Maturity87%
Observed & Escalated
| Issue | Stakeholder or Facility | Risk | Owner | Due | Status |
|---|---|---|---|---|---|
| Supplier Payment Communication Delay | Pharmacy Network | Critical | Finance Liaison | May 24 | Overdue |
| Physician Referral Update Gap | Central Region | High | Referral Lead | May 27 | At Risk |
| Employee Service-Desk Handoff Failure | Cityview Hospital | High | HR Service Lead | May 30 | Open |
| Partner Onboarding Documentation Delay | Academic Partner | Medium | Partnership Lead | Jun 02 | In Review |
| Payer Escalation Response Delay | Corporate Payer | Medium | Payer Lead | Jun 04 | Monitoring |
Updated & Due
Enterprise Experience Standard Due for Review10 / 1283%May 16, 2026
Employee Service Charter Updated8 / 8100%May 19, 2026
Supplier Journey Maps Under Revision7 / 1070%May 22, 2026
Partner Onboarding Packs Awaiting Approval6 / 967%May 25, 2026
New Relationship Signals Received20 / 20100%May 28, 2026
Superseded Experience Materials to Archive12 / 2060%Jun 01, 2026
Enterprise Experience Assurance
92%
Overall Assurance
Target: ≥ 90%
| Hospitals (25) | Pharmacies (50) | Clinics | Diagnostic Centres | |
|---|---|---|---|---|
| Experience Standard Adoption | 92% | 91% | 90% | 89% |
| Response SLA Evidence | 93% | 94% | 92% | 91% |
| Journey Documentation | 91% | 92% | 91% | 91% |
| Accessibility | 94% | 93% | 92% | 91% |
| Privacy and Consent | 93% | 94% | 93% | 92% |
| Local Action Completion | 91% | 92% | 91% | 90% |
Experience Improvement Pipeline
| Item | Draft | In Review | Approved | Active |
|---|---|---|---|---|
| Employee Journeys | 8 | 6 | 15 | 28 |
| Physician & Referral Journeys | 7 | 6 | 14 | 24 |
| Payer Journeys | 6 | 5 | 13 | 22 |
| Vendor & Supplier Journeys | 7 | 4 | 10 | 20 |
| Partner Journeys | 5 | 4 | 11 | 18 |
| Digital Stakeholder Journeys | 6 | 4 | 10 | 22 |
Enterprise Experience Action Register
New
8
In Progress
17
Awaiting Evidence
6
Overdue
8
Closed This Month
33
| Action | Owner | Priority | Due Date | Status |
|---|---|---|---|---|
| Resolve supplier payment communication | Finance Liaison | High | May 24, 2026 | Overdue |
| Repair physician referral update | Referral Lead | High | May 27, 2026 | At Risk |
| Improve employee service-desk handoff | HR Service Lead | High | May 30, 2026 | Open |
| Complete partner onboarding pack | Partnership Lead | Medium | Jun 02, 2026 | In Review |
| Reduce payer escalation delay | Payer Lead | Medium | Jun 04, 2026 | Monitoring |
Experience Improvement & Recovery Workflow
Signal Received
SLA1.0 day
Triage
SLA0.5 day
Assign Owner
SLA1.0 day
Investigate Journey
SLA3.6 days
BottleneckApprove Action
SLA1.0 day
Service Recovery
SLA1.5 days
Verify Experience
SLA1.0 day
Close Loop & Archive
SLA1.0 day
Experience Document Control Status
| Category | Current | Due | Overdue | Draft |
|---|---|---|---|---|
| Enterprise Experience Policy | 34 | 4 | 1 | 6 |
| Service Charters | 28 | 3 | 1 | 5 |
| Journey Maps | 26 | 4 | 1 | 6 |
| Stakeholder Communication Standards | 22 | 2 | 1 | 4 |
| Feedback Protocols | 18 | 2 | 1 | 3 |
| Service Recovery Playbooks | 22 | 3 | 1 | 4 |
| Partner Onboarding Guides | 16 | 2 | 0 | 3 |
| Experience Action Archive | 30 | 3 | 0 | 4 |
Segment Health Overview
88%
Overall Segment Health
Healthy
Healthy8
Under Review3
Attention Required1
Inactive0
Distribution of Experience Activities by Stakeholder
100%
Activity Portfolio
Employees & Clinicians22%
Physicians & Referral Partners18%
Vendors & Suppliers15%
Academic & Clinical Partners14%
Payers & Corporate Clients12%
Government, Community & Media10%
Digital Stakeholders9%
Distribution based on active work items and engagement.
Recent Segment Updates
Employee Service Charter Published12 May 2026 · 09:30 AM
Supplier Experience Journey Updated11 May 2026 · 11:15 AM
Referral Partner Workflow Approved09 May 2026 · 02:10 PM
Partner Onboarding Standard Published08 May 2026 · 03:45 PM
Enterprise Experience Dashboard Refreshed07 May 2026 · 10:00 AM
Group Coverage
25
Hospitals
100% Covered
50
Pharmacies
100% Covered
75
Clinics & Primary Care
100% Covered
Diagnostic Centres
100% Covered
Regional Experience Hubs
5 Active