EFFECTIVENESS OF CUSTOMER SERVICE TRAINING BY SIA TO KHOO TECK PUAT HOSPITAL'S PATIENT CARE OFFICERS

NOTICE PAPER NO. 1541
NOTICE OF QUESTION FOR ORAL ANSWER
FOR THE SITTING OF PARLIAMENT ON 28 NOVEMBER 2022

Name and Constituency of Member of Parliament
Mr Louis Ng Kok Kwang
MP for Nee Soon GRC 

Question No. 3807

To ask the Minister for Health (a) whether the Ministry has studied the effectiveness of the customer service training provided by Singapore Airlines for Khoo Teck Puat Hospital's Patient Care Officers; (b) if so, what are the Ministry's findings; (c) if not, whether the Ministry will consider doing so; and (d) whether the Ministry will consider expanding such training to other restructured hospitals.

Written Answer

Individual healthcare institutions manage the training of their own healthcare staff, including in areas such as customer service for staff in patient-facing roles.  SIA is renowned for their customer service, and I am sure healthcare institutions will benefit from learning from SIA’s approach to training. 

As part of MOH’s ongoing work to evolve the role of healthcare workers, we have been coordinating with the various healthcare clusters to review and develop relevant training programmes, including areas such as effective communication and customer service.