From September 2020, Singapore Airlines (SIA) will be conducting specialised customer service training for a new role at Khoo Teck Puat Hospital (KTPH).
Known as the Patient Care Officers (PCO), the role was inspired by the Care Ambassadors programme that KTPH and SIA jointly launched in April.
A PCO 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.
In a press statement, SIA said it will create the programme jointly 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-centered care.
This is the first time that SIA is extending its training and development services outside the organisation.
Since April 2020, 60 Care Ambassadors from the SIA have been deployed to KTPH. “We have had a fruitful journey with SIA’s Care Ambassadors, who often put in the extra mile to work with our nurses, helping us to provide care good enough for our loved ones. After experiencing healthcare, many Care Ambassadors have expressed to us the joy of serving patients in healthcare," said Yen Tan, Chief Operating Officer, Khoo Teck Puat Hospital.
“Their enthusiasm and dedication to service inspired us to create a new role – Patient Care Officer," she added.
Commenting on the partnership, Vanessa Ng, Singapore Airlines Senior Vice President 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.”