Beyond Basic CHAPTER 2

Transcription

1 CHAPTER 2 Beyond Basic An Evolution of Excellent Services Healthcare Specialist Services Allied Health Services Value-Added Services Patient Care Services 41

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3 AN EVOLUTION OF EXCELLENT SERVICES As a tree matures, its parts provide sustenance and shelter to others, benefiting them with its bounty. Bees buzz within its blooms, squirrels forage for food amongst its branches, ferns flourish in the shade of its leaves. KPJ Healthcare, like the maturing tree, provides a range of state-of-the-art facilities and quality medical services to all within its reach.the healthcare services extended by KPJ Healthcare help to improve and save the lives of people. 43

4 Ampang Puteri Specialist Hospital s Pediatric Ward with marine theme decor. A CT Scan in progress. Physiotherapy and Rehabilitation Centre.

5 Healthcare Specialist Services The healthcare specialist services provided by KPJ Healthcare s hospitals are both comprehensive and extensive, covering the full spectrum of diagnostic, curative, therapeutic, rehabilitative and preventive medicine. Niche areas are in obstetrics and gynaecology, neurosurgery, plastic and reconstructive surgery, interventional cardiology, cardiothoracic and vascular surgery, radiotherapy and chemotherapy, paediatrics and neonatology, and orthopaedic and spine surgery. Services are also provided in geriatric medicine, lithotripsy as well as sleep disorder, amongst many others. Allied Health Services Quality care begins with a caring touch. A range of allied health services is available at KPJ Healthcare s hospitals to support the healthcare specialist services offered to patients.these allied healthcare services cover nursing, laboratory, physiotherapy and rehabilitation, pharmacy, and x-ray and imaging. There is also a 24-hour Accident and Emergency and Outpatient service that delivers prompt and quality care to those in need. Value-Added Services To extend a higher level of service to loyal customers, a preferred customer card programme has been launched at selected hospitals in KPJ Healthcare s network. Ipoh Specialist Hospital was first in offering such a card to patients and corporate clients in August Cardholders are extended special privileges and benefits such as medical screenings, discounts and invitations to talks and seminars. Launching of Home Nursing Services at Ampang Puteri Specialist Hospital. Another value-added service is home-nursing, which provides professional nursing care in the comfort and privacy of patients homes. The service facilitates self-care, extends support to patients and their families, and helps to reduce the cost of hospitalisation. Recognising loyal customers our way of saying thank you. 45

6 Patient Care Services Like any service-oriented institution, the level of customer satisfaction is one of the means to measure whether the hospitals under the KPJ Healthcare Group are meeting the required standards. The excellent level of care accorded to patients is well documented in numerous testimonials that have been received by the various hospitals. Haji Hussin Haron kidney transplant recipient,tawakal Hospital "After my kidney transplant, I was given a new opportunity. I can now live my life like other ordinary and healthy people and I have a renewed focus on my family. I am forever grateful for this new life and the second chance that the surgery has given me." Chan Tiek Woh parent of patient, Ipoh Specialist Hospital "We are writing especially to express our deep gratitude to your Ms Devi of Public Relations for her helpfulness in assisting us to make follow-up calls to Dato Dr Guna She has shown professionalism in discharging her duties by showing compassion, care and concern for her customers." Abdullah Hakim Arifin patient, Kuantan Specialist Hospital "The doctors and support staff have provided efficient services. I think they have all been very helpful." Balbir Singh patient, Puteri Specialist Hospital "You all made my stay in the hospital wonderful and comfortable! Syabas! Keep the good work up." Hassim Shahan patient, Ampang Puteri Specialist Hospital "I have received treatment at this hospital a number of times and have found the service provided most satisfactory every time. My family and I shall always choose this hospital." Saraswathi A/P Veerasamy patient, Damansara Specialist Hospital "All nurses are very friendly and caring. Doctors also showed good care to me." Norita Awang patient, Johor Specialist Hospital "The colour, the comfort and excellent service." Such sincere accolades would not have been possible without the dedication and commitment of the doctors, nurses and staff of the hospitals under the KPJ Healthcare Group. Many of those bringing treatment and care to patients have been in service with the hospitals since the first day the doors were opened to the public. 46

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8 48 Caring for the young.