STORIES FROM INDONESIA
Experiences that delivered by providing the customer with satisfaction and peace of mind
Saint Vincentius a Paulo Catholic Hospital, better known as the RKZ Surabaya Hospital, serves all members of the community for their sustainable health. Established in 1925, it is one of the oldest hospitals in Surabaya, the capital of East Java, and has thrived to become the city’s preferred hospital in serving with the best healthcare facilities and experiences.
This is not something that the hospital has achieved on its own; instead, it has worked closely with its partners to achieve success. ISS Indonesia, as the hospital’s partner for more than 15 years, is trusted to deliver quality services with memorable experiences for everyone in the RKZ Surabaya Hospital.
ISS Indonesia’s Service Supervisor for the RKZ Surabaya Hospital, Siti Romsah, answers the customer’s needs through the outstanding performance of her teams. Serving with their hearts, ISS’s dedicated placemakers are highly disciplined, nimble, knowledgeable and comply with the Occupational Health and Safety (OHS) requirements, while being unified in creating a warm and friendly environment throughout the hospital.
“It has become our responsibilities to deliver memorable experience for the entire range of people in the hospital. We want our customer and all their people to be happy and vibrant, as this is also what the customer wants from us,” says Romsah.
At the RKZ Surabaya Hospital, currently around 60 ISS’s placemakers maintain the facilities through cleaning and gardening services, supporting the customer beyond expectation to bring added value. Besides delivering high standards by achieving performance targets, ISS’s placemakers also provide support through a green and clean environment, energy efficiency, and assisting in the customer’s digitalisation agenda.
Creating patients experience through touch points journey, ISS’s placemakers have brought the transformation of sickness to wellness to life to the RKZ Surabaya Hospital. Pleasing and calming everyone through the beautiful and dynamic garden, that is designed and managed with the service with the human touch. Enabling places that work, think, and give for all those in the hospital.
From the customer's side, Director of General Administration and Finance of the RKZ Surabaya Hospital, Augusta Surijah also known as Sister Augusta, admits that ISS Indonesia has given both her and the hospital peace of mind. She respects the compliance with law and regulations that ISS is always committed to.
We are happy with the high quality of service, enabling ISS Indonesia to bring us a peace of mind. Just as we have the spirit of love in serving people for their sustainable health, we believe so too does ISS in its professional responsibility towards its employees' wellbeing and welfare.
RKZ Surabaya Hospital feels grateful to ISS Indonesia for the partnership it has developed, with sense of belonging, openness, inclusive and collaborative spirit, and for accommodating the hospital’s needs. Beyond partnership, both ISS Indonesia and the RKZ Surabaya Hospital are like family. ISS Indonesia will also support the hospital in its digital transformation with greater innovation, while continuing to provide the memorable experience that it has been delivering so well in the past 15 years.