Parkway Health

Parkway Holdings Ltd is a leading provider of healthcare services, with a network of 16 hospitals with more than 3,400 beds throughout Asia. The Group also provides primary healthcare, radiology and laboratory services, and operates 37 ParkwayHealth Patient Assistance Centres across the globe.

Parkway identified “service excellence” as the key to reach new levels of growth, and embarked on a strategic initiative to make patient and customer care the top priority. “We can have the best medical technology and facilities, but patients will not return if service is poor,” says Dr Tan See Leng, CEO and Managing Director of Parkway Holdings Ltd.

UP! Your Service programs involving both top-down and bottom-up approaches were deployed in Parkway. Senior management participated in a full-day Service Leadership Workshop while three Managers Workshops were conducted for Heads of Departments and key functional supervisory heads. A group of employees was also specially selected to become in-house Certified Course Leaders for the rest of the organization.

The programs are enabling senior and middle management to see things from a different perspective, challenge existing ways of thinking and articulate Parkway’s service vision to all levels of the organization. Parkway has received an increase in the number of positive comments via feedback channels since the program started, and expects to see significant improvements in their Patient Survey.