Bliss healthcare's happy customers say it all

“The nurses who had been assigned to my son’s care were professional, respectful and kind to both our son and family.”

- Eileen, Served at College House Medical Centre

“You guys are blowing me away with the quality, commitment and passion of your collective work.”

-Mark, Served at Kakamega Medical Centre

“Thank you for opening a clinic in Garissa County. We really needed it. I highly recommend the CT Scan services offered there.”

-Ahmed, Served at Garissa Medical Centre

“College House branch, thank you. Very respectful staff, great service delivery. Keep up the good work!”

-Karimi, Served at College House Medical Centre

Bliss Healthcare started 11 years ago with the goal of providing quality and affordable healthcare to all. Through the years, Bliss has opened 65 medical centers countrywide and now serves about 1 million patients annually.

Many have wondered how Bliss Healthcare has achieved its rapid growth; but one thing many may not know is that Customer Service is a key and integral part of our operations. Our best strategy has been to build a culture of open communication amongst staff and patients. It is impossible to know what is working or not working for our patients without asking for their honest feedback. This feedback has helped us to improve quality of medical services over the years and in turn led to patient retention and brand advocacy.

Bliss Healthcare is a customer-centric business and has very high rates of customer contact. Many patients may leave a healthcare provider due to poor in-person experiences e.g during doctor consultations; lack of access to necessary information or even lack of timely communication.

Happy customers on the other hand are more loyal and more appreciative of the brand. They also give very constructive feedback and aim to promote services.

Since the inception of Bliss Healthcare, our quality medical services have led to increased brand advocacy. This has in turn reflected in the form of increased footfalls and strategic partnerships.

The feedback of Bliss patients has informed the choice in the location of its various medical centres. In most cases, potential clients would write to the Bliss Healthcare management and request them to open a Medical Centre in their towns. Medical Centres were opened bolstered by community support.

Due to the overwhelmingly positive reviews we have attracted and signed strategic partnerships with both government and private institutions. Bliss Healthcare currently partners with the National Health Insurance Fund which provides affordable insurance to Kenyans. We have been empaneled to serve NHIF Members. Also, over 30 reputable private health insurance companies have also empaneled Bliss Healthcare as their top service provider.

We have partnered with the Teachers Service Commission (TSC) to provide medical services to over 200,000 of its members countrywide and we serve the Kenya Revenue Authority plus many other parastatals.

Moreover, in Bliss Healthcare’s endeavor to enhance the patient experience through convenience, two years back we launched initiative programs such as Telemedicine and a first-of-its-kind Chronic Disease Management program. The programs have proven very successful; Telemedicine and CDM Programs now serving over 10,000 and 20,000 patients each month respectively.

Our feedback platforms have continuously increased as we are currently using SMS, WhatsApp for Business, Suggestion Boxes, Customer Call Backs, in Person Meetings, Website Feedback Page, Emails and Social Media to engage patients.

As we plan on our future growth, our call to the Bliss Healthcare fraternity is to continuously “Walk in the Shoes of our Customers” so as to ensure we are exceeding our customers’ expectations.