COI Report – Part V
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425 SingHealth initially used a bit.ly
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link in its SMS messages (bit.ly/cyber- attack, to improve readability for recipients. However, as a bit.ly link can be generated by anyone and carries a phishing risk, some recipients of the SMS-es had concerns as to the authenticity of the SMS messages. These concerns were realised when the fake SMS messages emerged. Fortunately, as SingHealth was closely monitoring the emergence of fake communications, it was able to quickly alert the public to the fake SMS messages. SingHealth also changed the bit.ly link to www.singhealth.com.sg/cyberattack (in full) in subsequent SMS messages.
33.2.5 Patient satisfaction 649. To track the sentiments of patients who called the hotlines, SingHealth introduced a callers emotion survey at the call centres on 22 July 2018. Call centre staff were provided with a chart which showed a happy face, neutral face and unhappy face, and were asked to indicate on the chart after every call how they gauged the caller's sentiment. The chart was intended
to be simple and easy to use, and was based on the staff’s assessment. For calls, 82% were assessed to be satisfied, 16% were neutral, and 2% were unhappy.
650. A similar chart was introduced for staff to assess the sentiments of each person who sent in emails to the dedicated
email account that was setup, check@singhealth.com.sg. 85% of the persons who emailed were assessed to be neutral, 8% were unhappy, and 7% were satisfied.
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