Saudi Arabia's healthcare ecosystem has achieved a new international milestone, securing 36 Gold, Silver, and Bronze awards at the International Customer Experience Awards (ICXA 2026) in London. Among these, 29 awards were earned by Health Holding Company and its affiliated Health Clusters, underscoring the Kingdom's continuous strides in healthcare quality and beneficiary experience.
Since its inauguration, the prestigious international competition has drawn participants from over 50 countries through its ninth edition, with more than 400 competing entities across various customer experience domains. The event brought together healthcare institutions, government agencies, and global corporations in technology, telecommunications, aviation, and financial services—notably Lenovo, Schneider Electric, Turkish Airlines, Vodafone, and Sanofi. Submissions underwent rigorous evaluation by independent international judging panels, which reviewed achievement portfolios and conducted live initiative presentations.
This achievement comes as a continuation of the goals of the Health Sector Transformation Program—one of Saudi Vision 2030's key realization programs—aimed at facilitating access to health services, elevating quality and efficiency, enhancing beneficiary satisfaction, and embedding a culture of institutional excellence.
Riyadh First Health Cluster spearheaded the participating health entities by securing 11 awards (4 Gold, 4 Silver, and 3 Bronze) across patient experience, employee engagement, innovation, learning and development, contact centers, and complaint management, with active involvement from several of its affiliated health facilities.
Madinah Health Cluster claimed 6 awards (3 Gold, 2 Silver, and 1 Bronze) spanning patient experience, digital transformation, customer feedback utilization, and leadership excellence in customer experience.
Eastern Health Cluster earned 6 awards (3 Gold, 1 Silver, and 2 Bronze) covering innovation, customer experience in financial services, technology integration, digital transformation, organizational change, and customer experience strategy.
Al Ahsa Health Cluster won 5 awards (3 Gold and 2 Bronze) across customer feedback utilization, organizational transformation, education and development, beneficiary experience, and technology adoption, while Najran Health Cluster earned the Silver Award for Best Patient Experience in the category for organizations with over 5,000 employees.
At the Ministry of Health level, the Ministry's branch in the Najran region bagged 4 awards (1 Gold and 3 Bronze) in customer experience leadership, organizational change and transformation, patient experience, and customer focus.
Additionally, the Medical Services of the Ministry of Interior, represented by the Security Forces Hospital in Dammam, achieved 3 awards: Gold for Best Contact Center, Silver for Best Strategic Approach to Patient Experience, and Bronze for Customers at the Heart of Everything.
In a separate international honor, the Eastern Health Cluster was crowned with the 'Best Practice' title at the International Best Practice Competition (IBPC 2026) in the Financial Resource Management category, extending its efforts in advancing operational efficiency and adopting cutting-edge corporate practices.
These milestones reflect the steady advancement of the Saudi healthcare ecosystem in refining service delivery and entrenching corporate excellence under the supervisory, regulatory, and oversight role of the Ministry of Health, supported by the integrated efforts of health entities to enhance care quality and beneficiary experience, thereby strengthening the Kingdom's global presence and competitiveness.