Page 473 - ANUAL REPORT MOH 2017

INTRODUCTION

Corporate Communications Unit of MoH is set up with the objective of enhancing the image of the
ministry, promoting the policies and programs of the ministry through an organized and effective public
relations strategy. In addition, Corporate Communications Unit acts as the frontline in managing customer
service and public complaints. This unit is divided into five (5) sections:
1. Complaint Management Section
2. Corporate Affairs Section
3. Media Section
4. Strategic Communications Section
5. Administration Section

FUNCTIONS OF CORPORATE COMMUNICATIONS UNIT

• To act as a catalyst for MoH’s corporate image by being an observer, listener and communicator
of customer & corporate information to MoH’s Top Management.
• As the communications and media relations manager and the ministry’s frontline regulator, Corporate
Communications Unit is directly responsible to the Secretary General of the Ministry of Health
Malaysia with the following key functions :

1. COMPLAINT MANAGEMENT SECTION
• Acts as MoH’s focal point in the delivery of services and relations with MoH clients.
• Planning and implementing MoH service delivery strategies and handling of MoH clients. Managing
and controlling the daily operations of the Customer Service (PKP) Counter.
• Managing and coordinating complaints, inquiries and suggestions received by MoH through 1MOCC,
mail, email, telephone, fax and social media.
• Monitoring and managing feedback on current MoH related issues.

2. CORPORATE AFFAIRS SECTION
• Acts as MoH’s focal point in the delivery and dissemination of information at the ministry, national
and global levels;
• Planning and implementing corporate image empowering strategies;
• To plan and implement the MoH public relations program; and
• Coordinate the preparation of briefing, logistics and tour arrangements for MoH guests from home
and abroad.
• Planning, managing and documenting information materials for each policy, role, program and
activity, as well as MoH official functions through publication of printed materials such as newsletters,
annual reports, brochures, articles; photo/video footage for circulation and reference purposes by
the public and media;
• Coordinating and documenting speech texts of Minister of Health, Deputy Minister of Health &
Secretary General of Health and Director General of Health.
• Planning and implementing the MoH Customer Satisfaction Survey on a yearly basis.

3. MEDIA SECTION
• Planning and implementing media plans on publicity, promotion and campaigns for each policy, role,
program and activity as well as official MoH programs through TV and radio stations; promotional

472 ANNUAL REPORT 2017 MINISTRY OF HEALTH MALAYSIA