Compassion that brings an experience for customers | Healthcare Asia Magazine

Compassion that brings an experience for customers

Regency Specialist Hospital wins at the Healthcare Asia Awards 2022.

In healthcare, customer experience is key. It goes beyond acknowledging their feedback and concerns. It is about ensuring each of their customers experiences personalised engagement and has a pleasant journey throughout their stay. For Regency Specialist Hospital, this has been demonstrated in their approach to healthcare, and in recognition of their achievement, been awarded the Customer Service Initiative of the Year - Malaysia Award at the Healthcare Asia Awards 2022. 

The awards programme recognises remarkable performances or cutting-edge development from healthcare organisations across Asia. In this space, against their peers, Regency Specialist Hospital, delivered outstanding customer experience, in line with one of their core values centred around compassion. 

“At Regency Specialist Hospital, we strongly believe that wellness goes beyond just treating the illness. It is also about creating an emotional supportive healthcare environment that can promote natural healing. This is why, to enhance our customer’s experience, we focused also on the hospital environment. We brought in architectural designs and aesthetic elements to create a positive atmosphere and of course, being Malaysians, great-tasting food that warms our patient’s hearts and stomachs” shared Serena Yong, Chief Executive Officer, Regency Specialist Hospital.

Regency Specialist Hospital’s top-quality service starts at the very first touchpoint of their customer’s visitation journey. Their dedication to providing a seamless, fuss-free experience, saw the creation of the Regency Care Ambassador, a role dedicated to creating a personal touch. This supports their customer visitation journey, where Regency Specialist Hospital maps it out from the customer’s perspective. This helps ensure the process is hassle-free, with shorter waiting times and a smooth transition across all touchpoints and relevant departments. The use of digital engagement and technology also offers their customers the option of setting up e-appointments. This technology enables the perusal of available doctors according to their specialisation and the choice of opting for a teleconsultation with their prescription delivered to their home. 

To add to their customer’s experience, the hospital’s facilities were also improved through renovation work on the lobby, creating a modern look with a spacious and bright feel. A luggage room, private seating areas, a refreshment area, and grab & go food options were also introduced, alongside employing scented aroma, classical instrumental music, and high-speed wifi for the customers. Peppered throughout the hospital were educational brochures regarding healthcare information and guidelines for patients. 

Taking their care for customers one step further, Regency Specialist Hospital took to hiring new chefs who work closely with in-house dieticians. The objective is to improve the quality of food offered from the perspective of being delicious yet healthy and wholesome.

Regency’s most rewarding initiative, however, is their proactive engagement versus a reactive approach to their customers’ feedback. All feedback is digitally recorded and analysed, addressing any complaints and formulating solutions to prevent a repetition of unsatisfactory incidents. It is through this proactive approach that Regency Specialist Hospital was able to incorporate their customer’s feedback into their renovation designs and overall offerings. It is this dedication and attention to their customer’s experience that helps them maintain their performance and reputation as a compassionate healthcare provider.

Serena explained “All patients are treated with compassion, and when they walk into Regency Specialist Hospital, it is important they feel that care. We even take it upon ourselves to distribute self-made festive gifts for our patients who are away from home and share customised cards for patients who are discharged, wishing them all the best to provide a pleasant and lasting memory of the experience with Regency Specialist Hospital”.

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