KPJ Healthcare Berhad - Annual Report 2018

30 KPJ HEALTHCARE BERHAD STRATEGIC RESPONSE TO DRIVE THE SEVEN STRATEGIC THRUSTS, WE SET OURSELVES THE FOLLOWING TARGETS WITHIN IDENTIFIED FOCUS AREAS FOR THE YEAR 2018. FULL AND COMPLETE DETAILS OF OUR ACTIVITIES AND OUTCOMES FOR THE YEAR 2018 CAN BE FOUND WITHIN THE HOW WE CREATE VALUE SECTION ON PAGES 14 TO 27 AND OUR OPERATIONAL REVIEW SECTION ON PAGES 71 TO 92. OUR STRATEGIC THRUSTS OUR STRATEGIC FOCUS IN 2018 TARGETS FOR 2018 ACHIEVEMENTS IN 2018 Capacity Building Adopting Focused Strategies to Generate Continuous Growth We continued expanding our hospital network by opening new hospitals in greenfield and brownfield locations throughout Malaysia. To open 2 new hospitals • Opened KPJ Perlis in second quarter of 2018 • MOH issued hospital licence to KPJ BDO on 26 December 2018 and it opened for business on 19 February 2019 Enriched Customer Relationship Aggressive and Intelligent Marketing on Online and Social Media We embarked on a sustained marketing campaign which was both aggressive and intelligent in identifying suitable online and social media platforms, to reach out to our target markets. Superior Customer Service Within our Clinical Operations, we focused on providing patient centric benefits via: • Patient initiatives • Nursing initiatives • Doctors initiatives We maintained our focus on the continuous development of a strong service culture focusing on: • Talent • Service deliveries • Culture To obtain Customer Satisfaction Index of 85% Achieved Customer Satisfaction Index of 87% Innovation @ The Core Operationalise IBM Watson for Oncology throughout our Network of Hospitals Having been the first private healthcare provider in Malaysia to adopt the medical technology platform IBM Watson for Oncology, we focused on rolling it out within our network of hospitals. Operationalised within all five oncology centres in the Group • Operationalised at five oncology centres and licenses obtained for 6 KPJ oncologists • Provided treatments for approximately 150 patients with cancer 01 02 03