Top 25 Most Customer-Centric Brands Impacting Lives in 2024

Aligned with the ethos of the Social Service League, an inclusive and non-partisan charitable institution, MP Shah is a nationally recognised referral facility, solidifying its commitment to unparalleled standards with the prestigious ISO 9001:2015 quality management certification.



In the dynamic interplay between hospitals and patients within the healthcare industry, a customer-centric approach emerges as a cornerstone. MP Shah Hospital, situated in Parklands, not only recognises the pivotal role patients play as customers shaping the healthcare landscape but distinguishes itself as a beacon of customer-centric healthcare within Kenya’s private healthcare sector.

MP Shah stands as a modern 217-bed sanctuary, home to a cadre of highly skilled specialists and a devoted medical staff. As leaders in the field, their commitment to excellence is anchored in the core value of care. Patient dignity is held in high esteem, and the hospital aspires to be the ultimate one-stop healthcare provider in East and Central Africa.

Beyond its Parklands hub, MP Shah has strategically expanded its healthcare footprint. In Ruaka, the Village Medical Centre at the popular Village Market mirrors the hospital’s dedication to community-centric care. Simultaneously, the Dinshaw Byramjee Dispensary and Dental Unit in downtown Nairobi underscores MP Shah’s role in providing quality healthcare within the bustling cityscape. These locations epitomise MP Shah’s unwavering commitment to accessible and compassionate healthcare. The hospital ensures that its comprehensive services are within reach for a diverse spectrum of individuals, fostering a genuine and inclusive approach to customer centricity.

Chairman of M.P Shah Hospital, Dr. Manoj Shah speaks during the launch of the first Cardiovascular Centre of Excellence in Africa on 2nd October 2023 at M.P Shah Hospital, School of Health Sciences in Nairobi.

Aligned with the ethos of the Social Service League, an inclusive and non-partisan charitable institution, MP Shah is a nationally recognised referral facility, solidifying its commitment to unparalleled standards with the prestigious ISO 9001:2015 quality management certification. Further underlining its dedication to excellence, the hospital is affiliated with COSECSA (College of Surgeons of East Central and Southern Africa), spotlighting its active role in advancing postgraduate education in surgery and delivering top-notch surgical training. The emphasis on high professional medical training serves as the cornerstone of MP Shah’s mission, ensuring that quality healthcare remains at the forefront. This approach distinctly places the patient, or the customer, at the centre of the healthcare experience.

In the realm of services, the hospital excels in providing comprehensive care, including radiology, home-based services, casualty care, and specialised services spanning cancer, diabetes, orthopaedics, ophthalmology, ear, nose and throat (ENT) services, and more. MP Shah’s meticulous attention to each service reflects a holistic and patient-centred approach, reinforcing its dedication to customer satisfaction.

Eye Bank Coordinators, Christopher Mwangala (L) and Patrick Mbogholi (R) leave M.P. Shah Hospital after harvesting a cornea in Nairobi on August 10, 2023.

As an example, the Oncology Centre at MP Shah stands as a testament to its commitment to delivering world-class healthcare. Affiliated with the HCG Cancer Care Centre, this facility pioneers quality oncology treatment in East and Central Africa. The cutting-edge technology, including the Chemo Shield machine from the USA, underscores the hospital’s investment in state-of-the-art equipment for safe chemotherapy administration. Importantly, MP Shah eliminates the need for patients to seek cancer treatment abroad by ensuring its Cancer Care Centre is equipped with the latest and most sophisticated equipment, guaranteeing treatments at international standards.

Beyond conventional norms, MP Shah introduces innovative services like the Day Care Unit, offering a personalised experience during chemotherapy. Recognising emotional and supportive needs, the hospital provides free counselling, education services, and complementary therapies, contributing to a holistic approach. The Faraja Cancer Trust, affiliated with the hospital, further supports patients through support groups and awareness forums, creating a robust network for comprehensive care.

When it comes to promoting wellness, the Waridi Women’s Health and Wellness Centre at MP Shah Hospital stands as a powerful testament to the institution’s steadfast dedication to customer-centric healthcare. Tailored specifically to address the unique concerns of women at every stage of life, this specialised centre offers a diverse range of meticulously designed service packages aimed at prioritising and enhancing overall well-being.

Embracing inclusivity as a fundamental principle, the Shujaa Wellman packages cater to men, providing comprehensive health assessments. Seamless integration of consultation services offers guidance upon the disclosure of test results, showcasing the hospital’s unwavering commitment to customer centricity. Moreover, the provision of discounted wellness packages ensures accessibility for all, fostering peace of mind among patients.

The transformative force driving MP Shah towards unparalleled customer-centric healthcare is none other than its Chief Executive Officer (CEO), Toseef Din. Her visionary leadership, encapsulated in the commitment to patient well-being, has propelled the hospital to the forefront of the healthcare industry in East and Central Africa.

A keen advocate for appreciation as a motivational tool, Toseef’s notable quote, “The best gift we can give staff is appreciation,” highlights her role as a servant leader. This philosophy resonates throughout the hospital, fostering an environment where staff members are not only valued but inspired to work tirelessly for exceptional results. In this dynamic interplay, the patient emerges as the ultimate beneficiary, receiving care that extends beyond medical excellence to encompass compassion and inclusivity, truly defining MP Shah Hospital as a beacon of transformative healthcare.


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Dr. Hanningtone Gaya

Dr. Hanningtone Gaya

Kenya’s Dr Hanningtone Gaya, holds a PhD in Commerce in Business Management from Nelson Mandela University (NMU), is viewed as an authority in country branding and is the founder chairman of the Brand Kenya Board.

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