Eden Strategy Institute supports SPRING Singapore’s drive for service excellence Singapore
SPRING Singapore organised a roundtable session between several healthcare providers and training companies, to customise a service training programme that would help healthcare providers bridge a service quality gap they recently reported.

During the session, SPRING outlined its Service Blueprinting Training Model, and outlined how healthcare providers could delight their customers by starting with service leadership, providing service agility, in order to positively impact customer experience. SPRING further described its funding support for up to 70% of the manpower, training, and audit costs for service excellence under its Customer-Centric Initiative (CCI).
Eden Strategy Institute was invited to help facilitate the session to surface some of the issues relating to service quality among healthcare providers in Singapore, and to develop a broad outline of training needs that training providers can help to meet.
“We were encouraged to see that although the healthcare providers featured a range of different organisational profiles, they were united in identifying common challenges in attaining buy-in from doctors for service training, and meeting cost and manpower challenges from increasing patient loads,” said Eden Partner Mr. Mark Lee.
“Organizational transformation needs to start from the management commitment towards holistic patient care, which includes their medical, psychological, emotional, and social well-being. Only after customer service is recognised as a cornerstone of a company’s strategic DNA, can service excellence be authentically embedded in its culture and systems,” he explained.
The session closed with a set of service training areas for the participants to follow up with SPRING. Healthcare providers exchanged good practices attempted, and initiated several relationships with the training providers to follow up.