Employees attend a total of
maintain a laser-sharp cohesive focus, a special
motivational bulletin is issued every quarter, focusing
on innovation and change management Group-wide.
2015 AND BEYOND
SQM has many activities and projects lined up to
sustain and facilitate continuous service improvement
for years to come.
In 2015, a new group of trainers will join the Group
effectively doubling our training capacity, enabling
more employees to be better equipped with knowledge
of service delivery practices and continue to transform
KPJ’s culture. Additional training content will be
introduced to further equip the SQM trainers and add
value to an already strong training foundation.
The year will also see the CSI measurements
enhanced through the automation of various processes
including data collection. CSI automation will greatly
improve the analysis of data, and provide more
strategic information to support managerial decision-
making. The process of automation will also be
introduced in the area of innovative idea submissions
to make these available for broader implementation.
New areas of service will be monitored such as
telecommunications to ensure that service delivery is
incorporated into the performance of employees while
instilling greater ownership over processes and service
outcomes. As employees maintain a high level of
enthusiasm in adopting a culture of service excellence,
2015 will see continued and pronounced
enhancements in our service quality management.
With the new CSI system, KPJ can now measure the
quality of service of every department in every
hospital. This enables us to include customer service
as one of the parameters used in employee
performance appraisals. In 2014, for the first time, all
staff within the hospitals were assessed by the
recipients of their services in an objective and
standardised manner.
SQM also introduced the Service Environment Auditing
(SEA) in 2014, which allows for the assessment of
common service areas and the identification of
opportunities for improvement. This, along with the
new CSI system, has become a crucial performance
indicator for all KPJ hospitals.
SERVICE TRANSFORMATION THROUGH
INNOVATION
Recognising the importance of innovation in any form
of transformation, in 2014 SQM required each KPJ
hospital to submit at least 36 innovative ideas to
further improve the service experience. Nine
categories were created to classify the 1,012
innovations submitted, namely: patient safety &
security, patient loyalty programme, patient
communication & education, new patient service,
patient events, community service, environmental
enhancement and internal processes.
Some of these innovations have also been
implemented, varying from small aesthetic
enhancements to broad process re-engineering. With a
strong commitment towards continuous improvement,
individuals, departments and hospitals have embraced
the process of change and are committed in creating
an optimal experience for patients and stakeholders.
In order to sustain this transformation initiative and
143
KPJ Healthcare Berhad annual report
2014
62,000 hours
of training in customer service and service
delivery improvement.
