KPJ Healthcare Berhad - Annual Report 2018

www.kpjhealth.com.m y OUR BUSINESS & STRATEGY OUR PERFORMANCE AND OUTLOOK OUR RESULTS OUR GOVERNANCE APPENDICES ABOUT THIS REPORT w .kpjhealth.com.my 37 KPJ HEALTHCARE BERHAD STAKEHOLDER MANAGEMENT STAKEHOLDER RELEVANCE IMPACT AND LINK TO STRATEGIC THRUSTS PATIENTS Patients are the cornerstone of KPJ’s business and we place emphasis on enhancing the quality of life of our patients by providing comprehensive high-quality healthcare services. KPJ strives to be the most trusted provider of healthcare services in Malaysia. Impact on Strategy Concerns raised can impact KPJ’s ability to offer quality healthcare services and best clinical outcomes. It also affects our ability to create sustainable long-term value for our stakeholders. KEY FEEDBACK/ EXPECTATIONS KPJ’S RESPONSE TO STAKEHOLDER EXPECTATIONS METHODS OF ENGAGEMENT • Customer Satisfaction Survey • Corporate and hospitals’ websites • Comprehensive integrated social media presence • Health-related information magazines • Health Awareness Days • Service Brochures with hospital information FREQUENCY • Quarterly • Ongoing • Quarterly • Quarterly • According to the World Health Organisation’s (WHO) calendar • Delivery of quality healthcare and services • Best possible clinical outcomes • World class facilities and technology • Patient experience within KPJ’s hospital environment • Standardised Customer Satisfaction Index (CSI), to enable comparative measurement of patient satisfaction among KPJ’s hospitals and benchmark them with previous years’ achievements • The quality and safety of patient care is material for KPJ. Among the list of safety statistics and data collected to measure outcomes are: i. Clinical Indicators & Performance/Outcomes ii. Infection Control iii. Mortality & Mobidility • Respecting the needs and satisfaction levels of patients • Health awareness and information • Patient and family engagement during the recovery process Link to Strategic Thrusts 02 07 • KPJ contributes towards a sustainable healthcare system through improved patient access and maximising the use of latest technology in patient care to maintain patients’ loyalty • Encourage hospitals to initiate activities to increase patients’ satisfaction such as staff volunteer programmes