<p>The Aga Khan University Hospital (AKUH), Pakistan, has been honoured with two prestigious accolades at the Healthcare Asia Awards 2025 — <strong>Customer Service Initiative of the Year - Pakistan</strong> and <strong>Service Delivery Innovation Initiative of the Year – Pakistan</strong>. These awards showcase our health system&#39;s commitment to leveraging technology to enhance patient access and deliver high-quality, patient-centred care.
</p><p>These awards recognise healthcare institutions across Asia that are redefining standards in service, accessibility, and innovation. AKUH&#39;s selection in two award categories brings into focus the patient-centred healthcare services available in Pakistan.</p><p>AKUH received the Customer Service Initiative of the Year award for its multichannel patient access programme, powered by the hospital&#39;s central Contact Centre. By integrating WhatsApp—a widely adopted digital platform—into its service model, the initiative has facilitated hundreds of thousands of patient interactions annually. It has streamlined appointment scheduling, rescheduling, procedure support, and general enquiries across a range of services, including tele-clinics, in-person consultations, diagnostic labs, and home health care. This technology-driven approach has significantly reduced waiting times and expanded access for patients from diverse backgrounds, demonstrating AKUH&#39;s commitment to meeting evolving patient needs through accessible and innovative solutions.</p><p>The hospital was also received the Service Delivery Innovation Initiative of the Year award for its Interactive Voice Response (IVR) system, which automates appointment confirmations, cancellations, and rescheduling. The IVR is fully integrated with AKUH&#39;s Health Information System and offers multilingual access to ensure inclusivity. With automated call tracking, multiple retry attempts, and real-time reporting, the IVR has streamlined appointment management and reduced administrative workload - allowing staff to focus more directly on patient care.</p><p>Dr Farhat Abbas, CEO of AKU Health Services, Pakistan, expressed pride in the hospital&#39;s achievement:
</p><p> <em>&quot;We are deeply honoured to be recognised by the Healthcare Asia Awards. These initiatives reflect our continued efforts to put patients first - by making care more accessible, efficient, and responsive. This recognition is a tribute to the dedication and expertise of our teams who are constantly striving to improve the healthcare experience for our patients.&quot;</em></p><p>Dr Huma Naz, Director of Outpatient Services and Patient Access Services at AKUH, added:
</p><p><em>“These honours at the Healthcare Asia Awards are a testament to the tireless dedication of our teams and our shared mission to keep patients at the heart of our service delivery, while expanding convenient access to healthcare. We believe in innovation with purpose - ensuring that every advancement brings us closer to delivering more inclusive, compassionate, and accessible care for all.&quot;</em></p><p>The Healthcare Asia Awards, organised by Healthcare Asia, celebrate excellence and leadership in the healthcare sector across the region. Institutions are evaluated for impact, scalability, and commitment to improving healthcare delivery through sustainable and innovative solutions.
</p><p>With this recognition, AKUH reaffirms its role as a pioneer in patient-centric innovation and service delivery in Pakistan and the broader region. The hospital remains committed to combining expertise and empathy to support patients at every step of their healthcare journey.
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