One of the key findings from the latest Customer Satisfaction Index of Singapore (CSISG), conducted by the Institute of Service Excellence at SMU (ISES), is that subsidised patients are more satisfied with service from the restructured hospitals sub-sector while unsubsidised patients are less satisfied. ?The data shows there is a difference between patient expectations and experience,? said Marcus Lee, academic director at ISES. The perception gap can, however, be overcome, say academics.
The Business Times