Customer satisfaction at restructured hospitals and polyclinics increased significantly from 2011 to 2012, according to the Customer Satisfaction Index of Singapore (CSISG) compiled by the Institute of Service Excellence at SMU (ISES). Where hospitals and polyclinics should strive to do better is in non-clinical areas. When the ISES researchers followed up with respondents about their polyclinic visits, they learnt what resounded most was not the direct patient or medical care, but what would fall in the arena of non-core services. “The total patient experience matters to patient satisfaction," said ISES Director Ms Caroline Lim. "Besides satisfaction with doctors and nurses, we found that satisfaction with administrative staff, payment and registration processes impact a patient's overall perception of quality," said Ms Lim. "The challenge for healthcare providers – as with all service providers – is to design and deliver on the total customer experience. Every little detail counts," she added.