A new academic publication by Bibigul Omirbayeva, Head of the Department of Global Economy and Sustainable Development at the Kazakhstan Institute for Strategic Studies, has been released. Titled “Customer Experience: A New Vision for the Transformation of Kazakhstan’s Healthcare System,” the publication is available in both Russian and English.
The study examines the healthcare system from the perspective of patient experience, viewing it not as a collection of isolated services, but as a unified and continuous process. The author demonstrates that the organization of this patient journey largely determines the accessibility, quality, and effectiveness of medical care.
The publication presents conceptual approaches to customer experience management, analyzes international experience — from South Korea and Turkey to Uzbekistan — and offers practical guidelines for Kazakhstan. The study also received expert evaluation from specialists in public health and public administration.
The research raises a key question: how can the efficiency of the healthcare system be improved under the constraints of limited resources? One answer lies not only in financing, but in how understandable, coordinated, and people-centered the system itself becomes.
The publication will be useful for professionals in healthcare, management, and economics, as well as anyone interested in the development of patient-centered approaches.
