03 April 2025

External Circular: Customer Experience Maturity guidelines- V1

Reference: CIR-2025-00000078

To:   All Health Professionals, Health Facilities, Insurance companies and payers within the jurisdiction of Dubai Heath Authority –Dubai:

Greetings!

Kindly find the attached the external circular # 0595 concerning:

Customer Experience Maturity guidelines- V1

For your kind compliance & adherence as per the contained instructions.

Supportive Documents:

• Circular # 0595
• Guideline for Customer Journey Standards and Protocols across the healthcare sector in Dubai- Version 1.

• Appendixes

   

With regards – Dubai Health Authority (DHA)

Supporting Documents:

Appendix Document 10 – Example Customer Journey.pdf:

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Appendix Document 9 – Persona Toolkit.pdf:

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Appendix Document 8 – Illustrative CX Team Responsibilities.pdf:

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Appendix Document 7 – Example Service Recovery Framework.pdf:

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Appendix Document 6 – Example CX Staff Recognition Criteria.pdf:

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Appendix Document 5 – Illustrative CX Training Programs.pdf:

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Appendix Document 4 – CX Initiative Charter Template.pdf:

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Appendix Document 3 – CX Strategy Canvas Template.pdf:

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Revised -DHA CX Maturity Guidelines V1.0 06032025.pdf:

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تعميم خارجي_ الدليل الإرشادي لمعايير وبروتوكولات رحلة المتعامل على مستوى القطاع الصحي في إمارة دبي (2).pdf:

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