Polyclinics have been quietly transforming from the inside out - by getting their staff to learn how to care for patients better. According to the Customer Satisfaction Index (CSISG) 4Q 2012 scores [announced by the Institute of Service Excellence at SMU], polyclinics were singled out as a segment that fared much better in meeting patients' expectations, compared to the previous year. The Index, which was released last week, also found that touchpoints such as easier registration, and factors such as empathy of staff, contributed significantly to patients' perception of quality.