Memorandum
MEMORANDUM
PANTAI HOSPITAL KUALA LUMPUR
DATE: July 19, 2011
TO: Ms Engku Marina Engku Hatim, Chief Executive Officer
FROM: Ms Wendy Lee, Customer Service Executive Wendy
SUBJECT: IMPROVING ON THE HOSPITAL SERVICES As you have requested, the purpose of submitting this report is to provide further information and suggestion on how to improve the services of the hospital. My recommendations are based on my own observation, patients’ feedbacks and my personal interaction with the colleagues from other departments and patients. Background
The Group's flagship hospital, Pantai Hospital Kuala Lumpur, has a proud history of serving the Malaysian public for over 30 years. Established in 1974, Pantai Hospital K.L initially had 68 beds and 20 medical specialists. Today, the hospital has 332 beds and has a medical team of more than 160 specialists. The hospital is strategically located close to the city centre and within the cosy residential neighbourhood of Bangsar. In addition, Pantai Hospital is a major provider of integrated healthcare services in Malaysia that offer highest quality of services at affordable price. However, recently we have encountered several problems which are related to the hospital services based on our observation, customers’ feedback and the complaints. The problems will be elaborated further as below:
Engku Marina Engku Hatim Page 2 July 19, 2011
Problems
Due to the shortage of experienced and skilled doctors, the patients have undergone poor medical treatment and services. The new doctors who are lack of experience could not handle some critical cases. Thus, the patients and their family members are unpleased when the doctors could not explain the condition of the patients to them.
Besides that, patients’ level of expectations on the hygiene of our hospital is not being fulfilled. The cleaners do not often clean the rooms and empty the trash bins. The patients feel uncomfortable staying in such environment; hence they
PANTAI HOSPITAL KUALA LUMPUR
DATE: July 19, 2011
TO: Ms Engku Marina Engku Hatim, Chief Executive Officer
FROM: Ms Wendy Lee, Customer Service Executive Wendy
SUBJECT: IMPROVING ON THE HOSPITAL SERVICES As you have requested, the purpose of submitting this report is to provide further information and suggestion on how to improve the services of the hospital. My recommendations are based on my own observation, patients’ feedbacks and my personal interaction with the colleagues from other departments and patients. Background
The Group's flagship hospital, Pantai Hospital Kuala Lumpur, has a proud history of serving the Malaysian public for over 30 years. Established in 1974, Pantai Hospital K.L initially had 68 beds and 20 medical specialists. Today, the hospital has 332 beds and has a medical team of more than 160 specialists. The hospital is strategically located close to the city centre and within the cosy residential neighbourhood of Bangsar. In addition, Pantai Hospital is a major provider of integrated healthcare services in Malaysia that offer highest quality of services at affordable price. However, recently we have encountered several problems which are related to the hospital services based on our observation, customers’ feedback and the complaints. The problems will be elaborated further as below:
Engku Marina Engku Hatim Page 2 July 19, 2011
Problems
Due to the shortage of experienced and skilled doctors, the patients have undergone poor medical treatment and services. The new doctors who are lack of experience could not handle some critical cases. Thus, the patients and their family members are unpleased when the doctors could not explain the condition of the patients to them.
Besides that, patients’ level of expectations on the hygiene of our hospital is not being fulfilled. The cleaners do not often clean the rooms and empty the trash bins. The patients feel uncomfortable staying in such environment; hence they