Customer satisfaction should always be the priority in healthcare industry. It can only be achieved by being more customer- centric, said Minister of Health Dato Seri Setia Dr Haji Mohd Isham bin Haji Jaafar at the Ministry of Health‘s (MoH) Town Hall event held at its premises yesterday.
The minister called on all personnel to uphold the image and reputation of the health sector by providing courteous, patient and caring services.
He added, “The quality of service can be measured in various ways, including patient care, clinical and safety outcomes and conducive environment to recovery. Initiatives such as MOHcares 2.0 application, launched in April, is intended for the public to provide feedback or suggestions regarding services at hospitals, health centres and clinics.”
Dato Seri Setia Dr Haji Mohd Isham said the frontline officers and staff attended a customer service training programme in September as part of the ministry’s efforts to improve service quality, communication, teamwork and professionalism.
He said initiatives such as customer service courses and situational analysis reports are held to ensure all officers and staff meet the professional standard by providing care to patients in a customer-centric culture, possess work ethics and are productive.
The town hall meeting was attended by over 300 officers and staff, where Acting Director of Administration and Finance Pengiran Hajah Juliyamah binti Pengiran Haji Omar Alli presented findings from a recent customer service relation survey and senior public relations officer Athirah Fakhriah binti Haji Yussof on the standard response for customer care.
The event aimed to raise awareness among ministry officials and staff about the importance of providing excellent customer service to customers and patients.
Additional sessions will be held in other districts in the coming weeks. – James Kon
