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Last Modified: Friday 17 January 2025.
Communication Corporate
- Introduction
- Vision, Mission & Objective
- Organisation Chart
- Services
- Client Charter
- Related Information
Introduction
The Corporate Communications Unit (UKK) HKL is a front-line unit that manages activities such as customer complaints, public relations, management of all channels and media components including print and electronic media issues, official events and protocols, facilitating official visits, managing foreign patients, providing content portals for the official website and face book, coordinating corporate social responsibility activities as well as information counter services.
The formation of this unit is in line with the objective to preserve and enhance the image of HKL through an organized and effective public relations strategy.
Vision
Coordinate communications and relationships with customers and stakeholders, internally and externally.
Mission
Ensuring patients/customers get the latest information in various communication platforms and enquiries, feedback and services are given priority.
Objective
To ensure :
- Public Complaints are processed promptly;
- Information of policies, programs and activities are disseminated to public and the mass media;
- Programs and activities at HKL get extensive media coverage;
- Enhancing internal and external networking among HKL and its stakeholders as such government departments / agencies and the public;
- Official functions are conducted with protocol guidelines accordingly; and
- Issue of HKL are well monitored immediately and effectively.
Organisation Chart
Services
We are committed to provide the best service, as follows:
COMPLAINT SECRETARIAT
(i) Manage complaints from various sources such as letter, e-mail, telephone, suggestion/complaint form, face-to-face, newspaper, Public Complaint Bureau, 1MOCC into SISPAA.
(ii) Issue a Receipt Acknowledgement Letter within one (1) working day for each complaint.
(iii) Issue a Reply Letter for the Ordinary Category along with the resolution of the complaint, within fifteen (15) working days.
(iv) Issue a Reply Letter for the Complex Category within 15 working days, and the complaint investigation and resolution process is carried out.
(v) Provide press statement to the media within 24 working hours of complaints in the media (if needed).
MEDIA NETWORKS
- Issue Notes to Editors (NE) three (3) days before the date of event.
- Manage media coverage and press conference (PC) for the event / activity / interview, if related.
CLIENT MANAGEMENT AND COMMUNICATIONS
(i) Ensure the operation of PABX and outgoing phone calls are well managed and organized.
(ii) Ensuring the services of key counters personnel are managed by the Customer Service Officer in a good and effective manner.
Focal Point for both internal and external customers.
Management