Prinz Keponggi Sdn Bhd triumphs at Healthcare Asia Awards 2026

The clinic was recognised for its AI-enabled queue system that reduced waiting times and improved patient satisfaction.

Prinz Keponggi Sdn Bhd won an accolade in the Customer Service Initiative of the Year - Malaysia category at the Healthcare Asia Awards 2026 for its Transforming the Patient Journey Through an AI-Enabled Smart Queue Experience initiative. The award recognised service improvements in waiting time management, queue transparency, and diagnostic communication within its outpatient operations.

The clinic operates 20 beds at its Kepong, Kuala Lumpur facility and recorded 44,747 patient visits in 2024. Revenue for the same year stood at approximately $2.70m. As volumes increased, strain appeared in several areas of the outpatient process. Waiting times varied, queue progression across examination stations was not always visible to patients, and the communication of diagnostic findings could be delayed. Elderly individuals, employed adults attending scheduled screenings, and patients managing ongoing conditions were amongst those most affected by these inefficiencies.

To address this, management deployed an AI-enabled smart queue management system covering the full journey from registration through consultation. Allocation to examination points was determined algorithmically, based on each patient’s selected screening package. Movement across 11 stations was coordinated through real-time system oversight rather than manual sequencing. During peak periods, patient distribution was adjusted dynamically, which reduced congestion at specific stations. Under normal operating conditions, a complete health screening could be concluded within one hour.

Diagnostic procedures such as X-ray, ultrasound, ECG, fundoscopy, and audiometry were incorporated into a unified digital framework. Results are transmitted directly to doctors’ workstations without paper handling or intermediary transfer. Clinicians reviewed findings immediately during the consultation, which shortened the interval between examination and explanation. Following implementation, the clinic recorded a 40% to 60% reduction in waiting time. Post-visit surveys reflected satisfaction levels of up to 94%, alongside more predictable visit durations and frequent same-day report availability.

The organisation subsequently obtained ISO 9001:2015 certification for the provision of health screening and general medical practice services. The accreditation formalised documented procedures, internal controls, and audit structures aligned with the revised digital workflow.

Healthcare Asia Awards is an awards programme focused on acknowledging exceptional hospitals across Asia that redefine the standards of excellence in the healthcare industry. It proudly shines a spotlight on Asian hospitals that consistently go beyond conventional boundaries to provide top-tier patient care and have a lasting impact on their local communities.

The Healthcare Asia Awards is presented by Healthcare Asia Magazine. To view the full list of winners, click here. If you want to join the 2027 awards programme and be acclaimed for your organisation's remarkable initiatives and contributions to the healthcare industry, please contact Julie Anne Nuñez-Difuntorum at [email protected].