HEALTHCARE: ENRICHING THE LIVES OF OUR COMMUNITY
The Group’s Healthcare Division strives to offer local communities with the most convenient, affordable and personalised private healthcare available.
Our wholly-owned subsidiary, Kumpulan Medic Iman operates four secondary community hospitals in Malaysia. These specialist hospitals provide a range of medical needs for the community living within the vicinity.
A reliable measure of customer satisfaction enables our hospitals to improve patient experience, provides insight for service and/or process improvements and reflects customer loyalty for sustaining the business.
We incorporate feedback tools, which include a 24- hour customer call centre and dedicated e-mail which are available in addition to suggestion boxes which are placed at each of our hospitals. Collecting feedback from patients about the medical and overall care not only helps our hospital administrators to keep track of their internal processes but also helps them to have a better understanding of the functionality of individual departments.
The advantages of collecting patient feedback are not only confined for the betterment of patients and hospital employees but also for the Ministry of Health in developing better policies based on the requirements of the population.
Compliance to Regulations and Law Pertaining to Community Matters
As such, feedback is an effective indicator to measure the success of our hospitals. In assessing the quality of our healthcare, we conduct pre-discharge face-to-face interviews for inpatients and encourage the use of feedback forms at the outpatient clinics at our hospitals. The form is built around the Customer Service Index (CSI) which focusses on the standard Net Promoting Score and Customer Satisfaction Score.
Aside from our focus in offering quality healthcare, our hospitals also organise talks, Health Screening Programmes and various other programmes for our existing customers and the general public on a regular basis.
Social media platforms, such as Facebook, YouTube and Instagram were used by our hospitals to engage with their stakeholders. These social media platforms also attract customers because it allows the hospital to connect with potential patients one-on-one, while also providing valuable information to help them make the best decision for their health.
