Basic HTML Version
Annual Report 2013
KPJ HEALTHCARE BERHAD
120
Business
Review
Service Quality Management
The SQM Division has continued this journey
by providing customer service coaches the
necessary knowledge and methodology
to instil a sustainable ‘care’ culture within
the KPJ Group of Hospitals by leveraging
on SPP implementation. KPJ’s customer
service coaches are not only tasked with
carrying out training, but also with ensuring
that successful SPP implementation can be
cascaded down throughout the entire KPJ
Group.
Spurred by our commitment to being
advocates
for
patient-centered
care,
two of KPJ’s hospitals have implemented
the Planetree delivery model since 2013.
Implementation
of
Planetree-proposed
initiatives are overseen by 10 Component
Committees at the hospital level.
With this in place, KPJ aims to ultimately
become a “Designated Planetree Hospital”,
to create an environment where patients feel
respected and can truly engage with us in
their recovery.
The Care Process and Delivery
KPJ’s long history and experience in healthcare
has allowed it to continuously develop, re ne
and improve the various service processes.
In 2010, the KPJ Talent Management Division
began the Service Excellence, Group Alignment
& Re-engineering (SEGAR) project, which
aimed to actively unify and redevelop the
various processes within the KPJ Group of
Hospitals.
In 2013, the SQM Division was tasked with
carrying this initiative forward and conducted
numerous workshops for the purpose of
identifying, mapping and optimising the various
processes throughout KPJ. The active pursuit
of continuous service improvement will ensure
that the various caregivers and support staff
not only focus on achieving superior customer
satisfaction when delivering processes and
services, but that they also focus on deriving
greater ef ciencies when implementing tasks.
SEGAR Workshop on dietetic
services.
A culture of excellence:
Certi ed KPJ Coaches