ENHANCING CUSTOMER
EXPERIENCE
KPJ, as a brand name, has withstood the
test of time. For over 30 years, the
Group’s hospitals have been the trusted
provider for multiple generations of
patients and customers.
As our leaders and team members
continue to engage with stakeholders at
home and abroad, KPJ will be heightening
its efforts to deliver more quality and
patient-centred care through Group-wide
health campaigns.
This spirit of innovation and quality of
care is also an overriding priority at the
hospitals. KPJ’s “Care for Life”
philosophy is centred on the principles
of humanising patient care and upholding
the highest standards of customer
service. What we believe sets us apart
from its competitors is the quality care
and attention that its personnel provide
to its patients.
To this end, KPJ staff embody the
Standard People Practise (“SPP”) which
has been in place for many years. Over
the years, this has been enhanced with
subsequent revisions on the SPP Manual.
Its employees are also trained by its in-
house Service Quality Coaches (“SQC”),
ensuring the Group’s culture and values
are well-ingrained among its workforce.
These SQCs are certified trainers that
have been selected by the senior
management of each hospital to
participate in intensive training conducted
by external consultants. Invited speakers
in healthcare management also provide
continuous advanced customer service
t r a i n i ng f o r i t s sen i o r hosp i t a l
management. In an effort to reinforce its
commitment to humanising care, we
introduced the element of customer
service in employees’ KPIs.
In 2016, we will be placing even stronger
emphasis on customer service and IT
infrastructure. KPJ’s Service Quality
Management (“SQM”) team has been
assigned to ensure that a higher level of
service especially in staff members’ soft
skills and behaviours are being
constantly upheld and that the facilities
and the hospital’s environment are
conducive to its customers. The role of
the Group’s IT team is crucial to enable
accurate customer data management by
the SQM team.
In a further effort to enhance customer
care, KPJ has undertaken measures to
introduce Planetree programme at its
hospitals. The programme is overseen
by the Planetree Organisation and
anchored on the principles of quality
care, a healing environment and patient
access to information.
Introduced in KPJ Ampang Puteri and
KPJ Damansara in late 2013, the Group
has already recorded significant
achievements in its adoption of the
programme. KPJ has earned recognition
from Planetree for its use of technology
to resolve issues quickly by connecting
different staff and communities through
real-time communication with the use of
“WhatsApp” chat groups. It is targeted
that as the only Planetree member in
Malaysia, KPJ will be able to reinforce
its position as the healthcare provider of
choice for current and future patients.
KPJ firmly believes that by unceasingly
focusing on our customers, and
challenging ourselves to make every
single customer experience better every
day, the Group will continue to be the
Preferred Provider of Healthcare
services.
KPJ will focus on
strengthening its
innovative capabilities to
continue on its journey
in becoming
Malaysia’s
Leading
Healthcare
Provider
20
President & managing
director’s statement
