KPJ has put in place strategic measures since the
opening of our first hospital in Johor in 1981, to
cultivate and embed a service mindset. Our
unwavering dedication to creating long term value for
all patients and customers ultimately led to the
establishment of the Service Quality Management
(SQM) division in 2013. The SQM reviews, strengthens
and puts in place appropriate processes and systems
to boost service delivery in today’s rapidly evolving
market. By 2014, SQM was already creating wide-
sweeping change in KPJ. During the year, employees
attended 62,000 hours of training in customer service
and service delivery improvement. In addition, everyone
in the Group has access to an updated KPJ Standard
People Practice (SPP) manual, which serves as a
reference point on best practices in customer service.
2014 also saw the introduction of standard reporting
systems. These include a VIP alert system enabling
front liners to correctly identify key stakeholders
and to escalate any important communication to the
management for an appropriate and speedy
response. A customer service helpdesk is also being
developed for improved efficiency and management
of customer requests.
TAKING SERVICE PERFORMANCE TO THE
FORE
Among its other achievements, in 2014 SQM
standardised the Customer Service Indexing (CSI)
system across the Group and increased its scope to
measure not only the level of satisfaction of
external customers and patients, but also that of
internal customers to services delivered by support
departments.
Our patients are our key
priority in KPJ, and we seek
to provide the best patient
care not only through the
outstanding medical services
of our consultants, but also in
the way patients are treated
from the time they walk
into a KPJ hospital till the
moment they leave. This is
accomplished by creating
a customer service culture
throughout the Group.
142
KPJ Healthcare Berhad annual report
2014
Customer
Care
