(Left to Right): General and advanced laparoscopic surgeon, Dr. Tan Boon Lee, and resident consultant physician and internal medicine specialist, Dr. Chew Chang Eek, at Putra Medical Centre.
Healthcare with heart is often the missing link between the providers of medical-related services and the recipients of such offerings. While the issue is not a new one for the field, overt gaps in patient care remain a pertinent problem, especially where the demands on the private sector continue to escalate. Putra Medical Centre Alor Setar highlights two specialities as a game-changing testament of its credo.
Addressing this disconnect with its ‘people first’ culture, which informs both its internal processes and best practices, Putra Medical Centre Alor Setar has made it the hospital’s mission to deliver healthcare not as a business, but a basic human right. This means that regardless of a person’s status or situation, the preservation of life and one’s welfare is the guiding principle which surpasses any of its other aims.
Humanising The Hospitality of Healthcare
A culture which serves as second nature to its leadership, doctors, nurses, and non-clinical operatives, the above premise ties in with doctoring done right. Its go-to approach not just for patrons undergoing treatment at its facility, it also denotes a flavour of bedside manner that uplifts the families of patients. Turning the tables on unpleasant encounters, PMC Alor Setar developed its code to anticipate needs.
An example of its penchant for personalisation can be drawn from a recent triumph welcomed by two in-house specialities; these were general surgery and internal medicine. A husband-and-wife duo were treated by Dr. Tan Boon Lee, a PMC Alor Setar general and advanced laparoscopic surgeon at different times, but for the same procedure. Post-procedure, both were then observed by Dr. Chew Chang Eek.
The latter serves on Putra Medical Centre Alor Setar’s faculty as a resident consultant physician and internal medicine specialist. Collaborating on the administration of mindful and elevated patient care, the doctors were able to take the patient journey to a whole new level during treatment and recovery. Evidence of this is seen through the heartfelt sentiments conveyed by a loved one of the two patients.
Injecting Compassion Into Clinical Expertise
Commenting on her parents’ experience, the pair’s Canterbury-based daughter, Dr. Ismatul Zaharin, herself a UK-practising doctor, wrote in from Kent and said in her note: “The level of professionalism, dedication, and compassion shown by your team was truly remarkable. From the moment they were admitted until their discharge, every aspect of their experience was handled with efficiency and care.”
In her own words, she shared how her delight stemmed from the innate ability of PMC Alor Setar’s doctors and nurses, who’d attended to the couple, to display exceptional expertise and empathy. The tribute praised the team for “always taking the time to explain procedures as well as ensure comfort”. “The staff’s friendly and helpful demeanour created a warm and reassuring environment, which made a significant difference to both my parents and our family during a challenging time,” the testimonial from Dr. Ismatul further read, making precise reference to the duration of her parents’ hospitalisation.
Reinforcing Cohesion Across PMC Departments
Another standout attribute to take centre-stage in this real-life illustration was the commendation of the excellent coordination amongst the various clinical and non-clinical departments of Putra Medical Centre Alor Setar. Special mention is given to the overall efficiency of its processes. According to the author of said note, these aspects greatly contributed to the smooth and positive experience enjoyed.
Calling the service levels seen to fruition as outstanding, true gratitude was recorded for the delivery of a combined etiquette featuring dedication, patience, and kindness. “Your hospital exemplifies the highest standards of healthcare. We’re deeply appreciative of everything you’ve done for my parents,” she added to the message, which was presented to the healthcare provider via Facebook Messenger.
Meanwhile, the delivery mode of the patron’s tribute is a strong indicator of the successes and efficacy of PMC Alor Setar’s social media presence and investment in healthy audience engagement measures. Where the majority of today’s conversations dominate the digital sphere, the brand continues to drive meaningful impact through its people, processes, patient journeys, personalisation, and passion path.
For further details, visit our official social media:
