Gleneagles Hospital Kuala Lumpur Applauded by Frost & Sullivan for Its Initiatives in Improving the Patient Experience and Customer Value

Gleneagles’ nurses are experienced and well trained across the healthcare delivery spectrum, from outpatient and inpatient to intensive care unit (ICU) settings. The hospital provides its healthcare professionals with the latest technology to drive operational efficiencies and capitalizes on clinical data to improve delivery of care, thus enhancing the overall patient experience and treatment outcome.

As a multidisciplinary tertiary hospital, Gleneagles proficiently manages complex conditions, such as cardiovascular, oncology, and orthopedics, resulting in a significant market share of patients in these specialty care areas and with increasing patient growth in the overall healthcare market. The intensity of cases, optimal patient stay length at the healthcare facility, and increasing patient volume year-on-year contribute to Gleneagles’ overall revenue growth.

According to Bhaskar Vittal, Industry Principal, Frost & Sullivan, “The Malaysian healthcare sector have high regards for their nursing staff. The training programs at Gleneagles Hospital Kuala Lumpur, with technology adoption and best practices implementation act as important drivers to enhance the patient experience during treatment and hospital stay.”

Gleneagles 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.

For example, when a patient undergoes a total knee replacement (TKR) and stays longer than four days, clinicians will assess the reason for the extended stay. Post-surgical treatment and strict compliance to patients’ customized physiotherapy sessions are important factors in ensuring a positive treatment outcome for patients after their TKR surgery.

Hoo Ling Lee, Chief Executive Officer of Gleneagles Hospital Kuala Lumpur shared her principles, “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.”

“Gleneagles also focuses on continuous internal process improvements to drive efficiency for all medical and surgical procedures using clinical data and ensuring seamless patient experience in their healthcare journey. It improves treatment processes to drive a positive patient experience, setting it apart from the Malaysian healthcare community,” added Vittal. With its strong overall performance, Gleneagles Hospital Kuala Lumpur earns Frost & Sullivan’s 2023 Customer Value Leadership Award in the Malaysian hospital industry.

Each year, Frost & Sullivan presents this award to the company that has demonstrated excellence in implementing strategies that proactively create value for its customers, with a focus on improving the return on the investment that customers make in its services or products. The award recognizes the company’s unique focus on augmenting the value that its customers receive, beyond simply good customer service, leading to improved customer retention and customer base expansion.

Frost & Sullivan Best Practices Awards recognize companies in various regional and global sectors for demonstrating outstanding achievement and superior performance in leadership, technological innovation, customer service, and strategic product development. Industry analysts compare sector participants and measure performance through in-depth interviews, analyses, and extensive secondary research to identify best practices in the industry.

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