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Statement to Shareholders
Annual Report
2012
KPJ Healthcare Berhad
Our hospitality and service are reflections
of who we are as a Group and to ensure
consistency and high standards across all our
hospitals we continue to implement a service
excellence initiative that advocates the
development of a strong service excellence
culture within KPJ.
The Service Excellence - The KPJ Way
(SE - KPJ Way) initiative involves the
implementation of core customer-centric
procedures and processes throughout our
hospitals and the delivery of a high level of
professional and compassionate care. It
reflects the Group’s sincere commitment to
deliver high-quality customer experience by
consistently touching our patients’ hearts
across all touch-points, from entry to exit.
The SE - KPJ Way initiative has its roots in a
cultural transformation that began at KPJ in
2006 and is built upon the Service Excellence
– KPJ Way Standard People Practice (SPP)
and Service Excellence – Group Alignment
and Re-Engineering (SEGAR) initiatives. The
SPP involves taking employee behaviour up
to new levels of excellence, while SEGAR
involves taking our processes and support up
several notches.
To date, 10 hospitals within the Group
are participating fully in the SE - KPJ Way
with others to follow suit in due course. In
2012, all of these 10 hospitals recorded
a commendable upward trend in their
customer satisfaction index - an indication
that customers are very pleased with the
services rendered by caregivers at the various
touch points within our hospitals. Going
forward, the staff at these 10 participating
hospitals will continue to be coached, trained
and retrained to instil within them a passion
to serve. At the same time the SE - KPJ Way
initiative will continue to be rolled out to other
hospitals within the Group.
Quality of Services
KPJ’s ultimate goal is to provide our
customers with safe care and excellent
services. This commitment to providing safe
care is reflected in the recognitionour hospitals
have received from accreditation bodies such
as the Malaysian Society for Quality in Health
(MSQH) and Joint Commission International
(JCI). On top of this, our hospitals continue to
obtain certifications such as the Integrated
Management System or IMS certification
(which also includes Occupational Safety
and Health and Environmental Management
System elements), as well as ISO, and
SIRIM certifications. All these attest to our
commitment to adopting best-in-class quality
systems and processes.
To date, 12 KPJ hospitals have been
accredited by the MSQH with several slated
to undergo their latest accreditation cycles
in 2013. We also made good progress in
the way of JCI accreditation with the KPJ
Ampang Puteri Specialist Hospital and KPJ
Seremban Specialist Hospital both receiving
their full three-year JCI accreditation in 2012.
Two other hospitals, namely KPJ Johor and
KPJ Penang, are slated to undergo the JCI
accreditation process in 2013.
To further ensure strict compliance with
all regulations as well as adherence to
international best practices, clinical conduct
at all KPJ’s hospitals is governed by the
Group’s clinical policies and procedures,
while the Medical Advisory Committee and
other clinical committees at both the Group
and hospital levels monitor the processes.
KPJ also abides by the policies and practices
outlined in the Private Healthcare Facilities
and Services Act 1998 and other regulations
laid out by the Ministry of Health. Moreover,
via exposure to continuous learning at
KPJUC, we are able to maintain high quality
standards among our staff.
Human Capital Development
Our workforce is our greatest asset and
the fundamental driving force behind our
success. In 2012, we continued to place an
emphasis on human capital development
to create a sustainable workplace and to
strengthen the workforce in tandem with our
rapid expansion programme.
To date, more than 9,000 highly-trained
individuals support KPJ’s operations. They
include over 6,000 highly trained clinical
staff who have been trained by KPJUC;
400 internally-trained managers with some
30 plus years of experience in managing
hospitals; as well as over 900 medical
consultants who specialise in various medical
disciplines. Our medical consultants are
continuously keeping abreast with the latest
medical developments by participating
in conferences and seminars, as well as
sharing their knowledge with others via
various speaking platforms, both locally and
internationally.
The KPJ team is committed to pursuing
the Groups mandate of caring for life
through providing world-class patient care
with professionalism and an undivided
compassion. As they undertake their roles
and responsibilities with a spirit of excellence
and a passion that exceeds stakeholder
expectations all the time, every time, our
team is guided by the Group’s Core Values
of Safety, Courtesy, Integrity, Professionalism
and Continuous Improvement. By ensuring
a seamless coordination and cooperation
among our team of caregivers, we are
ensuring that patient safety and customer
care are given the highest priority.
At KPJ Healthcare, achieving customer service excellence is a mission undertaken by all levels from staff to
consultants.