The world’s first recognition programme written for people’s experience across health, wellness and fitness alike.
Because recognition should be earned through experience, not through documentations.
Ask any hospital owner, wellness founder or gym director what they feel when they hear the word “audit”, and you will understand why PREP exists.
The world does not need one more compliance scheme, one more binder, one more week of rehearsal before an inspection.
What it needs is a way to honour the organisations that make people feel expected, heard and valued — and a way of working that any organisation, of any size, can adopt to become one of them.
Reviewers arrive unannounced and experience your organisation exactly as the people you serve do. Those who live this way of working earn the PREP Star: one mark, one standard, renewed every year on merit.
The people you serve. The companions who come with them. And the people who deliver the experience — your own team. PREP recognises the treatment of all three, because an organisation cannot be kind to one and careless with another.
Earned, never bought. Awarded on what reviewers actually experience, unannounced, on a day nobody prepared for. It can be lost — and that is precisely what makes it worth displaying.
The whole journey: the first phone call, the arrival, the waiting, the explanation, the washroom, the farewell, the bill, and the message that comes afterwards. Not whether it happened. How it felt.
People who say they would not return to a place of care because of how they were treated — not because of the outcome.
The proportion of complaints across service industries that concern communication, attitude and waiting rather than technical failure.
How many people hear about a poor experience for every one who hears about a good one, once online reviews are counted.
Every Hallmark in PREP concerns how people are treated, informed, supported and answered. Nothing clinical is examined. No treatment decision is reviewed, no record is opened, no programme design is second-guessed. Those belong to your own regulators and accreditors, alongside which PREP sits comfortably.
There are no levels, no bands, no bronze-silver-gold. An organisation either meets the standard or it does not yet. That is what makes the Star mean the same thing everywhere it appears.
First recognition and every renewal. Your leadership knows a review window is open; your team does not know the day. There is nothing to rehearse, because there is no date to rehearse for.
Every requirement passes the Five Tests. If a twenty-bed hospital, a two-room wellness centre or a single-floor gym cannot do it without hiring anyone, it does not belong in PREP.
A hospital, a clinic, a wellness and spa centre, a gym and a physiotherapy centre are all judged against the same eleven domains, read in their own vocabulary. The Star means the same thing in each.
Reviewers rate every Hallmark they can observe as Delivered, Developing or Not yet. Three things must be true at the end of a review:
There is no partial Star and no consolation mark. An organisation that does not clear the bar receives a full report, a named point of contact and a standing invitation to return.
Hospital, clinic, wellness and spa centre, gym or physiotherapy centre — see what the Star asks of you, what it costs, and how to begin.
The Star tells you that an independent reviewer walked in unannounced and found a place that treats people well. Learn exactly what it covers.
Experienced in hospitality, healthcare, wellness or service quality? Join the panel that carries the programme.
Every organisation is remembered twice.
Once for what it did — and once for how it made people feel.