THE CARE PROCESS AND
DELIVERY
With a focus on continued process
enhancement and service delivery
effectiveness, the SQM division utilises
various Lean and Six Sigma practices to
enhance and improve its existing
processes and promote best practices.
Workshops conducted with personnel
directly involved in the processes ensure
that the key pathways are scrutinised
and optimal process outcomes can be
achieved.
In 2015, the VIP alert system ensured
that all front line staff are able to
correctly identify key stakeholders and
communication sent to hospital
management for appropriate escalation
and attention. The SQM division also
developed the SQM portal which houses
all SQM systems, namely the Patient
Communication Management system,
which relate to customer matters and
improve efficiency through an extensive
knowledge base and managerial
monitoring of service level agreements
("SLAs").
2016 AND BEYOND
The continued focus and mission of the
SQM division is to enhance and improve
the service delivered within the KPJ
group of hospitals. In view of this, the
division has planned a number of
activities and projects focused on
building, sustaining and facilitating
continuous service improvement for
years to come.
Profiling our customers according to market segmentation will enable us to link
our services to the target population and better serve them according to their
expectations.
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Service Quality
Management
