Since 2005, the Ministry of Health would commission an independent firm annually to carry out the Patient Satisfaction Survey to gauge the service level of public hospitals and polyclinics. The survey aims to assess the level of patient satisfaction, compare the performance of public healthcare institutions and gather suggestions for improvement.
JurongHealth Campus has been managing Alexandra Hospital since August 2010, while building Ng Teng Fong General Hospital and Jurong Community Hospital. The JurongHealth Campus story is not just about building our new hospitals; it is also about setting the JurongHealth Campus service standard right from the start at Alexandra Hospital.
Staying in a hospital may not be an enjoyable experience. But we strive to make it as pleasant as possible for our patients. While it is important to take care of our patients’ physical well-being, it is even more important to take care of their emotional well-being to set them well on the road of recovery. Even when we move over to our new hospitals, we will continue to do the little things that put a smile on our patients’ faces and work hand in hand with their caregivers.
In keeping with our value, Patient-centredness, we will continue to design and deliver care around the needs of our patients, as well as their caregivers. Care from the heart makes all the difference.
Moving up from second place in the MOH PSS 2012, JurongHealth Campus gained a significant 2.6% improvement. Our score of 81.7% is well above the national average of 77.2%.
In just over two years of managing Alexandra Hospital, JurongHealth Campus climbed into the second spot of the MOH PSS with a score of 79% ─ a 2.4% improvement from the MOH PSS 2011 in terms of overall satisfaction. A strong showing of 81 per cent of those surveyed also said they would be willing to recommend Alexandra Hospital's services to other patients.
First launched in April 2008, the Customer Satisfaction Index of Singapore (CSISG) measures customer satisfaction across sectors and sub-sectors in the service industry. It was jointly developed by the Institute of Service Excellence of Singapore Management University and the Singapore Workforce Development Agency.
After managing Alexandra Hospital for only two years, JurongHealth Campus leapfrogged into the top position for the CSISG 2012, registering the most improved index with the only double digit growth of 10.6% in the healthcare sub-sector for Restructured Hospitals.
With a score of 74.2%, Alexandra Hospital was well above restructured hospitals’ average of 70.5%.