"Scolding" sessions
AH's Patient Focus Group sessions, also dubbed "scolding sessions", were highlighted by Mr Ron Kaufman, author of "UP Your Service!" books, as a tool that has helped the hospital transform its service levels.

He said in one of his newsletters: "Alexandra Hospital had one lousy service reputation: long waits, unkempt facilities, surly staffs, unpleasant surroundings and an unpleasant association with suffering in Singapore's history. The complaints were long and tempers often ran short. A few years ago, a new management team took on the challenge of transforming this one-star hospital into a five-star service showcase. It took discipline, imagination and hard work. Today, Alexandra Hospital is developing a strong service culture and world-class patient care. One of the culture-building tools used by the new management is 'Scolding Sessions'."

The key learning point he identified was this: "Upset customers can be one of your greatest sources of insight and suggestions for improvement. They can also help you and your staff feel the genuine consequences of giving poor service."

Copyright, Ron Kaufman. Reprinted with permission.
Ron Kaufman is an internationally acclaimed educator and motivator for partnerships and quality service. He is the author of the best-selling "UP Your Service!" books and the free monthly newsletter, "UP Your Service!" Visit www.UpYourService.com.