Further extending our reach to Malaysians via strategic
partnerships, in September 2014, we entered into a
collaboration with Touch N’ Go Sdn Bhd to offer a 15%
discount on Executive Screening Packages (excluding medical
officers’ and specialist consultation fees) to all Touch N’ Go
cardholders at our eight Klang Valley hospitals. In 2015, we
are extending the collaboration to all our hospitals and
centres of excellence including KPJ University College. With 6
million Touch N’ Go cardholders, this partnership will have a
huge impact on our customer base and further strengthen
our branding, while facilitating simple, fast, convenient and a
fuss-free experience to our customers.
We have also entered into a joint programme with SOCSO
under which all workers aged 40 and above who contribute
to the national social security organisation will be entitled
to free health screening for prevalent non-communicable
diseases such as cardiovascular diseases, diabetes and
cancer (cervical cancer and breast cancer).
CUSTOMER CARE & SERVICE
Our tagline “Care for Life” sums up KPJ’s philosophy and
underlines our ultimate objective, namely to place our
patients’ needs above all else and to deliver quality care for
their well-being in a manner that offers the greatest
convenience, comfort and confidence in positive outcomes.
The fact that our occupancy rate keeps increasing – it
increased from 65.7% in 2013 to 69.2% in 2014 – despite
our rapid expansion and increasing competition within the
private healthcare space, would indicate that our efforts are
translating into results.
Our Service Quality Management (SQM) services team is
dedicated to ensuring the highest possible service standard
within the Group. SQM is responsible for identifying gaps in
our service capabilities and developing appropriate training
modules to fill these. Just in 2014, SQM conducted more
than 62,000 hours of training in customer service and
service delivery improvement. It also updated the KPJ
Standard People Practice (SPP) manual to incorporate the
latest best practices. And it standardised the Customer
Service Indexing (CSI) system Group-wide. Our commitment
to service quality is such that in 2014, we revised the
Group’s Staff Performance Appraisal (SPAR) framework to
incorporate elements of SQM, thus ensuring that all our
employees embrace a customer-centric mindset.
Various innovations are implemented at KPJ to enhance our
customer experience. KPJ’s Clinical Information System
(KCIS) ensures seamless customer experience from
registration to diagnosis, treatment and follow-up care
including electronic orders. All of this is aimed at increasing
the efficiency while also improving patient safety by reducing
medication errors and minimise risks. From one hospital, its
implementation expanded to 14 hospitals covering bigger
capacity hospitals, namely KPJ Johor, KPJ Ampang Puteri,
KPJ Tawakkal and KPJ Damansara. Another four hospitals
will have KCIS implemented in year 2015, towards KPJ’s aim
of achieving a fully consolidated electronic-based patient
information and database management system. KCIS continue
to improve its functionalities in year 2015 by adding clinical
specialities such as paediatrician, obstetrician & gynaecology,
dialysis, rehabilitation with internal development initiative
improve legible documentation as JCI compliance to the
existing system.
KPJ made another bold step in year 2014 by adopting a
cloud computing environment with a centralised datacentre
to provide high availability in IT resources and services that
helps hospitals to reduce IT implementation and
maintenance costs. With this robust infrastructure in place,
KPJ is the first private healthcare organisation in ASEAN to
invest in a private cloud deployment to automate medical
records. Cloud enhanced clinical application through mobile
devices as mobility services that doctors, nurses and others
benefits in accessing patient information to improve
communication and patient care at anywhere and anytime
connected via internet.
Meanwhile, KPJ Ampang Puteri and KPJ Damansara have
started their journey towards becoming Planetree
designated hospitals. The Planetree model is patient-centric
in which healthcare providers partner with patients and
their families to identify and satisfy the full range of patient
needs and preferences, while simultaneously supporting the
professional and personal aspirations of their staff.
022
KPJ Healthcare Berhad annual report
2014
President & managing
director’s statement
