The year ahead will also see the
introduction of a new group of trainers,
raising the Group's capacity to conduct
more training with coaches. This will
equip more hospital employees with
knowledge of service delivery practices
and continue to transform the culture of
KPJ Healthcare. Furthermore, additional
training content will be introduced in
2016 to enhance the capabilities of
SQM trainers and strengthen our
foundation in training.
In 2016, the Group will also undertake
hospital-wide implementation of the CSI
measurements through the automation
of various processes in the SQM Portal.
The automation of the SQM External
Survey will provide vast improvements
in analysis, allowing for more strategic
information in managerial decision-
making. Additionally, Service Initiatives
automation will better facilitate the
submission of service improvements
and make these innovations available
for broader implementation.
Improvements in measurements in the
Patient Communication Management
system, which will include new areas of
monitoring such as telecommunications
and various efficiency mechanisms to
improve SLA inspection, will also be
undertaken. This will ensure that service
delivery is further incorporated into the
performance of employees and instil
greater ownership on processes and
service outcomes.
SQM continues to focus on creating
market differentiation through service
excellence. 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. We
recognise that our past success has
been ach i eved t h r ough d i l i gen t
adherence towards continuously
improving our healthcare services. This,
in turn, supports employee adoption of
our culture of service excellence.
QUALITY CULTURE
As part of our quality assurance in the
year, the Group embraces key tenets of
organisational and operational quality.
One initiative in this culture is
participation in Hari Mekar Johor
Corporation annually.
Conflict Resolution Workshop conducted by Mike Wagner
SPP training by Service Quality Coach (SQC)
157
KPJ Healthcare Berhad
Annual Report
2015
