The Aga Khan Hospital Dar es Salaam was awarded the coveted International Service Excellence Award by the Institute of Customer Management of the Chartered Institute of Customer Management (CICM).
The prestigious award solidifies the hospital’s standing among the leading global organizations dedicated to providing world-class customer service.
The accolade, presented on Friday, March 28th, 2025, recognizes the hospital’s unwavering commitment to excellence in patient care and service quality.
The Aga Khan Hospital, Dar es Salaam, managed by the Aga Khan Health Services (AKHS), operating in Tanzania since the 1920s, is among the longest-serving healthcare institutions in East Africa. Image credit: Payette
CICM, an internationally recognized institution with presence in three continents, is renowned for encouraging and setting high industry standards through its research, training and annual customer service excellence awards. The award serves to celebrate organizations that exceed customer expectations and set new benchmarks for service quality.
The Head of Nursing at the Aga Khan Hospital, Ms Aika Mongi and Head of Human Resources John Msangi, expressed immense pride in the achievement, attributing it to the hospital’s exceptional staff and their dedication to delivering outstanding service that aligns with international standards.
“This award is a testament to the dedication and hard work of our entire team. We are honoured to be recognized for our commitment to service excellence, and we will continue to push the boundaries of quality care for our patients.”
~ Ms Aika Mong,
Head of Nursing at the Aga Khan Hospital
Dar es Salaam, Tanzania – March 28th, 2025
The Aga Khan Hospital Dar es Salaam remains committed to it mission of providing compassionate, patient-centered healthcare, ensuring that every individual who walks through its doors receives the highest levels of service and professionalism.
In a 2019 speech, during the opening ceremony of the inauguration of Phase 2 of Aga Khan Hospital, Dar es Salaam, expansion program, Princess Zahra, in the presence of His Excellency Kassim Majaliwa, Prime Minister of Tanzania said:
“I am pleased to say that … today the hospital employs some of the most qualified and competent human resources, supplemented by world-class technical expertise, and that this hospital will offer specialised programmes in cardiology, oncology, neurosciences, advanced critical care, diagnostics as well as responding to the increasing burden of non-communicable diseases in Tanzania.”
~ Princess Zahra Aga Khan,
Dar es Salaam, Tanzania – March 9th, 2019
Dar es Salaam, Tanzania. March 9th, 2019: The Prime Minister of Tanzania Hon. Kassim Majaliwa and Princess Zahra Aga Khan after the unveiling of a plaque to commemorate the opening of Phase II of The Aga Khan Hospital, Dar Es Salaam. Image credit: AKDN / Zahur Ramji
Aga Khan Hospitals & Aga Khan Health Services
“His Highness Prince Karim thought in terms of generations … [and] had a long-standing belief in the principle of universal access to health care.
As far back as I can remember, he was talking about the importance of social determinants of health and
Gijs Walraven, AKDN Director for Health and AKHS Global General Manager
making disease prevention and health promotion a priority.
He would be very generous in allocating funds for a new hospital, for example, and he would accept operational losses for a long time, if he knew that the hospital was needed.
There would be no compromising on quality of care or the sensible use of resources. But the final destination had to be financial sustainability.
~ Gijs Walraven,
Director for Health, AKDN, and
Global General Manager, AKHS,
Lancet – February, 2025
About Aga Khan Hospitals (AKHs)
Our seven hospitals and 340 outreach health centres in Afghanistan, Pakistan, Tajikistan and in the countries of East Africa provide international-quality care backed by the latest knowledge.
Through this network-wide collaboration, AKHS delivers care in the most remote, hard-to-reach villages of northern Pakistan, central & northern Afghanistan, and eastern Tajikistan as well as to the coastal communities of Kenya & Tanzania, to the urban populations of Mumbai and Karachi.
About Aga Khan Health Services (AKHS)
Improving access to quality healthcare for over 100 years, Aga Khan Health Services (AKHS) began its work in the 1920s.
AKHS is one of three AKDN agencies that support activities in health, alongside the Aga Khan Foundation (AKF) and the Aga Khan University (AKU). Together, they provide quality health care to 14 million people annually and work closely on planning, training and resource development.
AKHS’ model is built on the belief that good health is the fundamental human right of every person regardless of race, religion, gender, age, geography, political belief, or financial status. The health systems we develop and operate are centered on principles of universal access and equity, community participation, cross-sector collaboration, and the appropriate use of available resources to deliver maximum impact.
This approach has fostered a strong collaboration between AKHS, the Aga Khan University (AKU), Aga Khan Foundation (AKF), as well as Aga Khan Agency for Habitat (AKAH) and Aga Khan Education Services (AKES) who partner with us to integrate health content and priorities into their projects.
Through this network-wide collaboration, AKHS delivers care in the most remote, hard-to-reach villages of northern Pakistan, central & northern Afghanistan, and eastern Tajikistan to the coastal communities of Kenya & Tanzania, to the urban populations of Mumbai and Karachi.
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This doesn’t surprise me. Even when two of my children were born in this hospital decades ago, the treatment was excellent.
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