Patients here are feeling more “satisfied” with service in the healthcare sector, with the sector recording the largest improvement in the latest Customer Satisfaction Index of Singapore (CSISG) by theInstitute of Service Excellence at SMU (ISES). Commenting on the healthcare sector’s performance, ISES Academic Director Assistant Professor [and SMU Assistant Professor of Marketing (Practice)] Marcus Lee said: “Highly satisfied respondents (gave) a variety of reasons for their good ratings, such as doctor empathy, effective management of chronic conditions, short waiting time and even convenient parking.” Overall, while the national satisfaction index saw a 0.88-point increase last year, five out of nine sectors saw scores fall due to factors ranging from higher COE prices to increase in tourists’ expectations. Nevertheless, ISES Director Caroline Lim said the overall improvement is “very encouraging”. “Going forward, we recognise that Singapore is facing a more challenging economic and operating environment. We are hopeful though, that businesses will accept the new norm of escalating costs and manpower constraints, reinvent and implement innovative models unique to our environment,” she said.