SUWASEVANA HOSPITALS

Q: Suwasevana Hospitals has built a strong legacy over four decades. How has it maintained trust and excellence in an evolving healthcare landscape?

A: Over 40 years, Suwasevana has remained an example of trust, compassion and excellence in Sri Lanka’s healthcare landscape. Our success lies in an unwavering commitment to quality and patient centred care.

By continuously expanding facilities and introducing advanced medical services including new departments in cardiothoracic surgery, maternity care and eye surgery, the hospital has kept pace with the nation’s evolving health needs. The addition of executive rooms also demonstrates a focus on comfort and privacy. 

Having performed over 400,000 surgeries and welcomed more than 50,000 newborns, Suwasevana’s reputation stems from an ability to combine expertise, innovation and empathy in every aspect of patient care.

Q: The newly launched Re-Life Wellness Centre represents a new chapter for Suwasevana. What inspired this initiative and how does it redefine healthcare delivery?

A: The centre was conceived to meet the growing demand for preventive and corporate healthcare solutions in Sri Lanka. Recognising a shift from reactive treatment to proactive wellbeing, Suwasevana designed Re-Life as an all-in-one wellness destination offering tailored health screening packages and corporate medical assessments. 

The centre caters to busy professionals seeking organised, efficient and comprehensive health management under one roof. Equipped with advanced ultrasound, echo and ECG technology – alongside spaces for mindfulness, relaxation and dining – Re-Life reflects Suwasevana’s future forward approach. It integrates innovation, comfort and personalisation to empower individuals and organisations, to prioritise long-term health and productivity.

Q: What are the most notable customer related trends you observe in the sector?

A: Sri Lanka’s healthcare sector is evolving rapidly with several key trends reshaping how patients engage with hospitals and care providers. A major shift is the growing focus on personalised and preventive healthcare. 

People are increasingly aware of early detection and overall wellbeing, driving demand for customised health checkups, lifestyle guidance and continuous monitoring – moving healthcare from reactive to proactive.

Digital transformation is another major trend. Patients today expect convenience through online consultations, digital scheduling and access to electronic health records, making technology integral to modern patient care.

There’s also a rising emphasis on transparency and trust with patients valuing honesty about treatment options, costs and outcomes. Hospitals are responding with clearer communication and stronger, trust based relationships. Moreover, patient experience has become a true differentiator – extending beyond advanced technology and expertise to compassion, communication and comfort.

There’s also a growing interest in holistic health and wellness with patients seeking physiotherapy, nutrition advice and lifestyle based care. At Suwasevana Hospitals, we view these shifts as opportunities to innovate, elevate patient satisfaction and uphold our commitment to compassionate, patient centred healthcare.

Q: What are some recent milestones achieved by your organisation in the realm of customer excellence?

A: Our approach to customer excellence is rooted in continuous improvement and active patient engagement. Over the past year, we introduced several initiatives to enhance service quality, accessibility and responsiveness.

A key milestone has been the introduction of real-time customer feedback systems with QR codes placed at contact points for visitors to instantly share their experiences. Feedback – including Google reviews – is reviewed regularly with prompt action taken to refine services.

Our approach to customer excellence is rooted in continuous improvement and active patient engagement

We also established a dedicated customer hotline managed by trained agents to ensure inquiries are addressed promptly. Each case is followed up for satisfaction and unresolved matters are escalated to the relevant head of department.

To improve coordination, we implemented a digital inquiry management system – the first of its kind in Sri Lanka’s private healthcare sector – enabling inquiries to be tracked and resolved across departments.

Additionally, our new online theatre booking system allows consultants to reserve time slots using mobile devices, simplifying scheduling and improving coordination. Alongside these advancements, we continue to conduct health awareness programmes and free medical camps, using patient feedback from these outreach efforts to improve care delivery. 

Together, these initiatives reflect Suwasevana Hospitals’ commitment to delivering compassionate, efficient and patient focussed healthcare excellence.

Q: What challenges are the sector faced with, particularly in the context of pursuing customer service and excellence?

A: Delivering customer excellence in healthcare is both a priority and a constant challenge. The sector operates in a sensitive environment where patient expectations, service standards and technology evolve rapidly. For Suwasevana and the wider healthcare sector, several challenges stand out.

The foremost is balancing quality care with affordability. Patients expect personalised, world-class service; yet, the cost of maintaining advanced equipment, skilled professionals and modern infrastructure continues to rise. Ensuring that high quality care remains accessible to everyone is an ongoing balancing act.

Recruiting and retaining qualified healthcare professionals is another challenge. The demand for skilled nurses, pharmacists and specialists often exceeds supply – especially outside major cities. Building a motivated, compassionate workforce is vital to sustaining service excellence.

Digital transformation also poses hurdles. While technology enhances efficiency and patient convenience, integrating systems across departments requires continuous investment, training and adaptability. 

Additionally, rising patient expectations in an age of instant feedback means hospitals must respond promptly and empathetically to concerns as online reviews shape public perception.

Despite these challenges, Suwasevana Hospitals remains committed to overcoming barriers through innovation, teamwork and compassion – ensuring every patient receives safe, high quality and truly caring service.

• Telephone: 081 2222404
• Email: info@suwasevana.lk
• Website: www.suwasevana.lk