(TAN): Singapore Airlines (SIA) and Khoo Teck Puat Hospital (KTPH) have joined hands to work on a range of specialised training services for the Singapore-based healthcare institution.
Starting in September, SIA will start customer service training for KTPH’s new Patient Care Officers (PCO), a role that was inspired by the Care Ambassadors programme that KTPH and SIA jointly launched in April.
The PCO is a new service professional role that works closely with doctors, nurses and allied health staff to provide quality care service, caregiving and end-to-end care coordination for patients in the ward.
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SIA will create the programme in collaboration with KTPH and tailor it for the healthcare institution’s requirements. The airline’s cabin crew trainers will conduct a three-day course, which will be part of the 20-day overall training curriculum for the PCOs. During the three days, they will receive training in effective interpersonal communication and customer handling, and learn how to exemplify values such as empathy, warmth and person-centred care.
This is the first time that SIA is extending its training and development services outside the organisation.
Yen Tan, Chief Operating Officer, Khoo Teck Puat Hospital, said: “We have had a fruitful journey with SIA’s Care Ambassadors, who often put in the extra mile to work with our nurses…. After experiencing healthcare, many Care Ambassadors have expressed to us the joy of serving patients in healthcare.”
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Ms Vanessa Ng, Singapore Airlines SVP of human resources, said: “SIA’s comprehensive training courses are the key enabler of our world class in-flight service and renowned customer experience. We may all be behind masks due to the pandemic, but our signature personal touch and intuitive care remain the key differentiator in the service industry. SIA can support companies and organisations with our experience and expertise in this area, and adapt our courses to meet their specific customer and industry requirements.”
SIA and KTPH are also exploring other potential areas of collaboration beyond the service sector. This includes the possible application of SIA’s crew resource management practices – a wide range of skills that are used to enhance flight safety and reduce human error – to KTPH’s operations.
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