Background The world faced a global pandemic due to Covid-19 in 2020 and 2021. Many countries had to take drastic measures to curb the spread of the deadly virus. Frontline healthcare workers bore high risks to serve the public during a difficult time. It is important that we help to improve their work environments and processes so that they can concentrate on providing quality services.

Question

Borror (2009) highlights 10 key characteristics of customer-focused organisation. Select one public or private hospital in Singapore. Appraise any three characteristics the hospital possesses in providing quality services to its patients, by defining each characteristic in term of hospital services and illustrating it with examples based on your experiences or research.