KPJ Healthcare Berhad - Annual Report 2018

26 KPJ HEALTHCARE BERHAD HOW WE CREATE VALUE SOCIAL AND RELATIONSHIP CAPITAL Our Social and Relationship Capital refers to the long-term relationships we have cultivated with our stakeholders who include patients, suppliers, business partners, the Government and other key stakeholders. This plays a large role in the Group’s reputation management. TRADE-OFFS In the short-term, investment in Social and Relationship Capital reduces our Financial Capital. However through our wide spectrum of initiatives which create value for our stakeholders, we are able to grow our Social and Relationship, Human, Intellectual and Financial Capitals in the longer term. LINK TO OUR SEVEN STRATEGIC THRUSTS LINK TO MATERIAL MATTERS Key Inputs (2017) (2017) (2018) (2018) (2016) (2016) 2,464,704 279,974 2,473,851 286,465 2,541,822 299,780 121,846 (2017) 120,399 (2018) 100,292 (2016) OUTPATIENTS INPATIENTS TOTAL NO. OF KWAN CLINIC PATIENTS 2,464 (2017) 3,902 (2018) 1,421 (2016) TOTAL NO. OF MOBILE CLINIC PATIENTS Activities and Processes For our Patients and Customers • To ensure top of the mind recall among patients, we focus on effective management of the KPJ brand and reputation • KPJ has in place a structured Customer Relationship Management system to register, monitor and attend to patients’ concerns • KPJ’s Customer Service Tools are: - KPJ Service Quality Coach - Customer service workshops - SQM Mentoring Programme - Standard People Practice (SPP) - Planetree project focusing on person centered care - Planned Preventative Maintenance (PPM) • Integrated SQM Portal comprising the following elements: - Patient Communication Management System (PCMS) - SQM External Survey - Service initiative system • Ongoing commitment to reduce admission and discharge waiting times • There were more than 55,000 KPJ customers signed up for the KPJ Care Card in 2018 For our Intermediaries • Conducting regular engagements with our intermediaries • Sustaining a Corporate Client Management function for our intermediaries • Implemented the Hospital Agreement Services (HAS) portal for the Electronic Pre-Authorization Form (E-PAF) by Prudential Assurance Malaysia Berhad (PAMB) • Implemented online outpatient specialist guarantee letter and e-billing by Medkad Sdn Bhd and Healthmetrics at all KPJ hospitals For Our Suppliers • Regular meetings with medical and non-medical suppliers • There are 7,858 suppliers required to adhere to the Corporate Integrity Agreement (CIA) and the KPJ Safety & Health standards 07 02 • Cost of Healthcare Services • Quality of Service Standards • Government Regulations • Funders for Healthcare Services Malaysia Indonesia Bangladesh 110,264 8,669 122,972 8,294 119,816 8,040 43,669 2,028 91,304 3,298 110,567 4,257