ONE FOR THE ALBUM: Gleneagles Hospital Kuala Lumpur (GKL) chief executive officer (CEO) Hoo Ling Lee is all smiles when showing the Frost & Sullivan’s 2023 Customer Value Leadership Award accorded to the hospital.
AWARDS for a hospital will reflect its excellence and reputation among the medical providers in the industry. These accolades reward the work of the hospital in providing top-notch healthcare facilities, as well as offering quality, value-added services for its customers.
Gleneagles Hospital Kuala Lumpur (GKL) has added another feather in its cap, when it earned the Frost & Sullivan’s 2023 Customer Value Leadership Award in the Malaysian hospital industry.
Frost & Sullivan, a well-respected market research and consulting firm renowned for its rigorous evaluation process, accorded Gleneagles Hospital Kuala Lumpur the recognition as it excels in many of the criteria in the Malaysian hospital industry. It shared that GKL believes in employing excellent human capital to provide the best possible service to meet their patient’s healthcare needs and ensure positive patient experience during their stay at the healthcare facility.
Frost & Sullivan finds the GKL nursing staff to be experienced and well-trained across the healthcare delivery spectrum, from outpatient and inpatient to intensive care unit (ICU) settings. GKL also provides its healthcare professionals with the latest technology to drive operational efficiencies and capitalises on clinical data to improve delivery of care, thus enhancing the overall patient experience and treatment outcome. The training programmes at GKL, with technology adoption and best practices implementation act as important drivers to enhance the patient’s experience during treatment and hospital stay.
According to Frost & Sullivan industry principal Bhaskar Vittal, “The Malaysian healthcare sector highly regards the nursing staff and training programmes at GKL. Technology adoption and best practices implementation continues to drive this.
“Using data as the focal point, GKL seeks to enhance the patient experience during their treatment and hospital stay,” he shared.
It highlighted that GKL is one of the few hospitals in Malaysia that continuously invests in clinical data solutions to improve patient outcomes using procedural clinical data. For instance, one of the data points tracked is the mean redrawing time for a colonoscopy, which the hospital compares to the international standard of six minutes.
‘This recognition is a testament to the dedication and hard work of our team in consistently delivering value and exceptional care to our customers,’ says Hoo, who was accompanied by GKL chief operating officer (COO) Linda Leong (right).
GKL chief executive officer (CEO) Hoo Ling Lee said, "While we are deeply honoured to be awarded the Customer Value Leadership Award 2023 by Frost & Sullivan, our true satisfaction lies in the knowledge that we have made a positive impact on our valued patients.
“This recognition is a testament to the dedication and hard work of our team in consistently delivering value and exceptional care to our customers.
“We remain steadfast in our commitment to put our customers at the forefront of everything we do. This award motivates us to continue striving for excellence and raising the bar in providing personalised and meaningful healthcare experiences for all those we serve."
Hoo added: “Being abreast with the international healthcare industry best practices in the delivery of patient care, Gleneagles strives to ensure all patients receive the best possible treatment outcome for their medical conditions for value of their money.
“When patients step into Gleneagles, the right people will be assigned to their care, using the most appropriate resources available and providing a comfort level that only a few hospitals can offer.”
She explained: “GKL places great emphasis on ensuring the optimal duration of the patient’s length of stay in the hospital.
“The hospital is up to date with the international guidelines of treatment protocols and best practices in patient management to provide the most effective treatment and safe environment to shorten the recovery period and prevent complications.”
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GKL has earned the Frost & Sullivan’s 2023 Customer Value Leadership Award in the Malaysian hospital industry.
For the Customer Value Leadership award, recognition was given to dedicated recipients with a unique focus on strengthening the value that its customers receive, beyond simply good customer service, leading to improved customer retention and customer base expansion.
For each year, Frost & Sullivan presents this award to those who have demonstrated excellence in implementing strategies that proactively create value for its customers, with a focus on improving the return on investment that customers make in its services or products.
Frost & Sullivan Customer Value Leadership Award recognises the company that offers products or services that customers find superior for the overall price, performance, and quality. Its analysts independently evaluated the criteria:
On the Business Impact, the criteria used to evaluate for the award are on financial performance, customer acquisition, operational efficiency, growth potential and human capital.
On the Customer Impact, the criteria used are on price/performance value, customer purchase experience, customer ownership experience, customer service experience and brand equity.
