Effort on part of the Thomson Medical Centre to improve the quality of healthcare it provides through the Customer Centric Initiative (CCI) seems to have paid off in spades. The health care centre beat competition to come up tops in the latest Customer Satisfaction Index, helping Singapore regain its position as a world class health services provider.

The medical centre that relies on technology, along with inter-personal initiative to cultivate customer loyalties, introduced billing which cut the billing time in half resulting in a saving $2000 per month.

Thomson earned a 73.3 on the index, much higher than the average 68.9. The CCI has led to improvement in the customer expectations and perceived quality along with its product and service quality. This reflects in the figures released by the hospital administration. The number of repeat patients jumped to 32% from 27% in 2008, and it delivered a record 8,900 babies, 500 more than the previous year.

Lee Yi Shan, Minister of State for Trade and Industry and Manpower, in his visit to Thomson on Wednesday, praised the hospital for the quality of services provided and “raising the bar in patient care and service within the healthcare sector”.