Case Study 11: Prince Court Medical Centre (PCMC): The Hospital with a 5-Star Hotel-Like Experience and Beyond

Abstract

The Malaysian healthcare industry has undergone significant changes over the past few decades, and gradual transformations have been observed since the country gained Independence in 1957. The industry operates in a dual-system where public and private hospitals co-exist and its growth importance is noted in the Economic Transformation Plan (ETP) in 2010 under the National Key Economic Areas (NKEA). In line with this initiative, medical tourism is seen as a sector that is progressively growing partly due to the decent number of public and private hospitals in the country. One of the many private hospitals that has attracted both local and foreign patients is the prestigious and multi-award winner, Prince Court Medical Centre (PCMC). This case study presents how PCMC has evolved over the years to become one of the preferred choices for healthcare services in the region. The case highlights the praiseworthy efforts and commendable activities taken by PCMC in boosting and maintaining the well-being of its staff, patients and the community at large. The case also reviews the challenges faced by PCMC in its pursuit of providing seamless service that is in line with its values, “We Care”.

Healthcare is now at the cross-roads. While maintaining focus towards providing for the health and well-being of Malaysians, we also realized the unlimited economic potential of this sector. We are aware that healthcare sector is also a wealth creator. Beyond just the organic growth in services, pharmaceuticals and medical devices, we will explore new horizons in services, clinical research, health travel, and generics pharmaceuticals manufacturing. (Ministry of Health Malaysia 2008)

—Dato’ Sri Liow Tiong Lai

—The former Minister of Health, Malaysia