Expanding Porters’ Service Training Program: Delivering Quality Service to Patients and Users
Care Process & Redesign
Training ＆ Education
Singapore Healthcare Management Congress
SingHealth
31 December 2021
Improve service quality by porters to enhance patient and user satisfaction. Scalable program providing high-quality service and positive patient experiences through empowered porters.
Year Submitted: 2021
Published Date: 31 December 2021
Tags: Care Process ＆ Redesign, Training ＆ Education, Quality Improvement, Value Based Care, Patient Satisfaction, Education Platform, Physical Learning Platform
About this Content
Aims
Improve service quality by porters to enhance patient and user satisfaction.
Background
Empathy in porter-patient interactions can significantly improve service quality and patient comfort.
Methods
Implemented a five-tier service training program including SWAHT programs, customer interaction training, and competitions.
Results
502% increase in compliments, 67.7% reduction in complaints, and notable increase in Service with a Heart awardees.
Conclusion
Scalable program providing high-quality service and positive patient experiences through empowered porters.
Lessons Learnt
Consistent training and recognition programs empower and motivate porters, leading to sustained service excellence.
Additional Information
SHM 2021 – Merit Award (Patient Experience Category).
Keywords
Patient Experience, Service Training, Porters, Quality Improvement
Innovators' Details
Innovators' Details
Healthcare Cluster(s) | SingHealth |
Organization(s) Involved | Singapore General Hospital |
Platform(s) | Singapore Healthcare Management Congress |
Healthcare Professional Group(s) | Healthcare Administration |
Applicable Specialty or Discipline | Healthcare Administrators |
Project Lead(s) | Quek Bak Siang |
Project Member(s) | Ryan Koh Zhao Yuan |
Connect with this contributor!
Victor Tay - singaporehealthcaremanagement@singhealth.com.sg
Project Attachment
C503_SGH_SHM_2021_Expanding_Porters_Service_Training_Program.pdf