ALEXANDRA Hospital has topped a survey on patient satisfaction, the fourth time the once-ailing centre has pulled off the feat.

About 83 per cent of patients said they were pleased with the care there, according to a study commissioned by the Ministry of Health (MOH) that was released yesterday.

The tally put it comfortably ahead of Singapore General Hospital and KK Women's and Children's Hospital (KKH), which tied for second. Pulling up the rear was National University Hospital.

The first-place finish continues a remarkable turnaround for Alexandra, which in 1999 ranked near last when it came to putting a smile on patients' faces.

Chief executive officer Liak Teng Lit said: "Our journey goes way back. Our phones used to go unanswered. We train our staff to be sensitive to what is not right and what can be done better, then we identify the area we need to focus on."

In 2000, the hospital approached about 20 companies - including Citibank, Ritz-Carlton and Singapore Airlines - for tips on how to improve service.

Today, staff conduct 500 phone interviews monthly to monitor customer satisfaction and hold regular meetings with disgruntled patients. Occasionally, new staff members go undercover to test the system.

Overall, yesterday's survey showed people were getting happier with hospital care. Just over 75 per cent of patients were either satisfied or very satisfied this year, up from 71 per cent in 2006 and 69 per cent in 2005.

At the other end of the spectrum are Tan Tock Seng Hospital (TTSH) and National University Hospital (NUH) which scored 69 per cent and 68 per cent respectively.

Mr Joe Sim, the acting chief executive officer of NUH, acknowledged waiting times were a problem. But he said the hospital has seen an 11 per cent increase in patients over the last three years.

"The hospital is actively working on various measures, (some) with MOH, to increase the bed capacity, remodel our clinic and implement various initiatives," he added.

Service at polyclinics was also graded in the MOH-sponsored study. Out of the 18 surveyed, a polyclinic in Pasir Ris came out tops with 30 per cent of its patients ranking service there as excellent. One in Tampines came last, with only 5 per cent giving it top marks.

The survey tabulated 9,100 patient interviews from August to early December last year. Interviews were conducted either face-to-face or over the telephone.

limjess@sph.com.sg

This story was first published in The Straits Times on May 1, 2008.