Creating High Quality Patient Experiences

About Our Client

Scicom conducted a 30-day intensive learner-centred programme which focused on developing critical occupational competencies and skills for a leading Malaysian healthcare provider’s hospital operations. The Patient Relationship Management (PRM) Programme was aimed at developing competent healthcare professionals equipped with client-centric mindsets and superior English language communication skills.

Solutions Provided

  • Personal Development – Modules to help staff develop a client-centric mindset, and to ensure that they have the right attitudes to project self-confidence and meet the demands of their working environment.
  • Workplace Skills – To introduce professional workplace skills to help staff to enhance their job performance. Sample sub-modules include Effective Presentation & Report Writing Skills. 
  • Service Culture – To provide participants with the knowledge, competencies and skills to ensure a consistent customer experience at every critical touch-point
  • Globalising the Healthcare Professional – The 80/20 Occupational English programme was specially designed to improve the participants’ English language communication skills

Key Outcomes

Improved knowledge of critical healthcare-related soft skills
Healthcare professionals were exposed to the right attitude, service culture, workplace and communication skills to handle their varied roles with confidence
Consistent client experience across all critical touchpoints
Post-training, participants were able to provide a consistent client experience while exhibiting professionalism when dealing with patient stakeholders at all customer touchpoints.

Results Achieved


Empowering 50 customer support staff to deliver superior customer experience


30% increase in English proficiency among participants post-training

More Case Studies

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Our client is an online provider of hotel booking services, with access to over 300,000 hotels worldwide. Scicom were engaged to provide omnichannel customer support to improve customer satisfaction (CSAT) and service levels, while also lowering attrition levels among support staff.

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