KPJ Puteri Specialist Hospital
Awards:
2021
2022
Introduction
KPJ Puteri Specialist Hospital is a private hospital under KPJ Healthcare Berhad, the largest network of private healthcare providers in Malaysia since 1993. In line with the motto, “Care for Life”, KPJ Puteri remains a caring organization that touches the heart and lives of many people throughout its tenure. KPJ Puteri is committed to move from being a caregiver to being a caring giver by continuously delivering five-star customer experience and learning to understand our customers better from their first point of contact to the after-sales service.
Customer Experience Vision
At KPJ Puteri, our customer experience vision is to be the preferred healthcare provider. It is a standard that employees are able to strive towards, and a banner that a company can look at when making customer-centric decisions. Testimonies and positive word-of-mouth from satisfied patients who have experienced excellent healthcare service are priceless when building brand loyalty and trust. Satisfied patients will create a genuine buzz and acts as the brand spokesperson in recommending the hospital to others. Healthcare is all about the human touch, moments, memories, and emotional connection.
Customer Engagement Strategy
Deep knowledge about customers comes from extracting data from all points of contact across the entire organization. The more KPJ Puteri understands its prospects, the more effective we are at delivering our service. Birthday celebrations, festive events, appreciation gifts, Friday Health Screening and personalized messages and reminders during their inpatient stay give our customers relevant and positive experiences which helps increase metrics like loyalty and retention (Appendix 1). “Freedom appointment” is the new approach in giving our customers flexible time to see the consultant as well as to fully utilize the current appointment system and increase positive customer experience.As we live in a cyberspace world, types of data vary from traditionally structured to digital with the help of social media, video and geolocation. As customers have more presence, power, and choice, KPJ Puteri improves its interactions by initiating the Prihatin Team – offering a more personal, timely and insightful service, offering elements of the customer engagement model (Appendix 2). In fact, we upgraded our extra mile services with a Meet & Greet Campaign involving Top Management and the Head of Services in August 2022 and a Let’s Smile Together Campaign among staff to ensure our customers have a warm welcome and a great journey throughout the process in the hospital (Appendix 3).
Omni-channel customer engagement involves streamlining all the customer interactions across multiple channels like websites, social media, phones, apps, or retail stores under one platform. To achieve a personalized omnichannel customer experience, contactless initiatives were introduced by KPJ Puteri such as Telemedicine Service, Medication Delivery, and Drive Thru Medication Service to ensure customers are able to receive medical attention at their fingertips (Appendix 4).
Customer Engagement Channels
Social media is known as the most convenient way to update our followers on the latest business promotions, at the same time encouraging repeat sales and boosting customer engagement. Being accessible through social media goes a long way in terms of differentiating our business (Appendix 5). At KPJ Puteri, we practiced real-time customer feedback through the KPJ Careline which is designed specifically to complement any loopholes in the service. This care line is handled by the Service Quality Management team and they respond to any queries, complaints or feedback thru it (Appendix 6). Regular newsletters allow brands to share targeted information with existing customers at the same time attracting prospects. Building goodwill and value for our business ensures our customer’s return to KPJ Puteri as it not only increases revenue but develops better customer relationships and loyalty.
