Issue 1

October 2009
A monthly publication that shares with you
the essence of good service.

In our first issue of Apple Bites, we want to find out what

service means to the different professions in the
hospital.
Dr Leong Khai Pang, Senior Consultant of RAI shares
his thoughts with us.
How important is it for doctors to
provide good service? Isn’t good
medical care better than good
service? To me, there is absolutely
no question that a doctor must
provide good service to his
patients. In truth, we cannot afford
bad service to our patients.
When a patient enters a clinic, he
or she will encounter a series of
people working there, who will
deliver varying levels of service.
The doctor cannot be the weakest
link because the patient judges the
whole experience to a large extent
on the doctor’s demeanour. It is
ridiculous to waste precious clinic
time placating a patient who was
offended by bad service when we
should be addressing medical
issues.
Food for thought:
Apple Bites is a monthly
publication in which we share
Patients reciprocate the way we with you the essence of quality
treat them. If we are rude to our service through interesting and
patients, they become offensive. If creative content. We hope to
we are indulgent, they become spread the message of quality
demanding. If we respect them and service and improve our hospital
treat them with courtesy, they environment by all of us
respect us and treat us with believing in and demonstrating
politeness. Providing good service excellent service.
simply makes the medical consult
more pleasant and promotes
compliance. How do our patients rate us?
Customers’ Satisfaction Survey Results
How we treat our patients is a
physical manifestation of how we
Jan 09 Jul 09
think of them. We cannot be rude
and abusive and yet claim to love Overall 63.7% 68.2%
our patients. Human beings are A&E 64.9% 60.7%
superbly sensitive to other people’s
inner thoughts and feelings. We SOC 64.7% 72.5%
can be sure patients will know if we Wards 62.0% 66.9%
are inpatient, sarcastic or
indifferent. If we claim to care for Best performance in July 09!
other individuals, we must show it SOC: GRM (84.4%)
Ward: 9D (95.2%)
in our spontaneous behaviour. In
other words, we must provide good Special commendation to our
service. - Dr Leong Khai Pang Allied Health Professionals!

1. Imagine if you were the patient, how do you want to be treated Jan 09 Jul 09
2. What can you do to make your department more service-oriented? Knowledge 73.7% 86.4%
3. How can we encourage one another to provide better service to our patients? and skills

Care and 72.2% 81.5%

Concern

APPLE HIGHLIGHTS ! MOH Customers’ Satisfaction

1. Continue to fill your Apple board with patients’ Survey 09 will be conducted
compliments. The top 3 departments from each of the from 26 Oct to 6 Nov 09. Let’s
4 groups with the most points will walk away with put forth our best and be
attractive prizes! exCEPtional!
2. Harvest Day is coming! On 6 Nov 09, we’ll celebrate
the success of our service together! Stay tuned!
3. Our Apple website, blog, video competition and Do you know?
Facebook are here! Visit us at http://beexceptional
for more information.
4. Stand a chance to win attractive vouchers by sending 1. A good customer experience is told to 8
other people.
us your Creative Apple-related Photos! (E.g.
Macbook, even your Adam’s apple!) So get creative 2. A bad customer experience is told to 22
now! Send your entry to applebarrel@ttsh.com.sg other people.
(indicate name and department) by 10 Nov 09.
Limited to one entry per person. Top 3 most creative 3. It takes 10 good experiences to make
entries will be announced in the next issue on 17 Nov up for one bad one.
09!
If you/your department has any recent developments or stories to share with us at Apple Bites, please email to applebarrel@ttsh.com.sg.