31 July - 01 August, 2019
Amara Sanctuary Resort Sentosa, Singapore

Conference Day One – 31 July 2019

8:00 am - 9:00 am Registration & Coffee

9:00 am - 9:10 am Chairman’s Welcome Remarks


9:10 am - 9:40 am PANEL: Building Holistic Patient Experience in the Connected Age

  • Recognising the evolving needs and expectations of patients to shape modern healthcare
  • Investing in the right people, process and technology to transform experience across the entire treatment cycle
  • Identifying opportunities to further value-add and provide holistic care
Chey May Long, Group Chief Patient Officer at National University Health System

Chey May Long

Group Chief Patient Officer
National University Health System

Dr. Timothy Low, Board of Directors at Farrer Park Hospital

Dr. Timothy Low

Board of Directors
Farrer Park Hospital

10:15 am - 10:30 am Speed Networking

10:30 am - 11:00 am Morning Refreshment Break


11:00 am - 11:35 am Building Patient Portals to Inform, Educate and Engage

  • The use of digital portals to drive patient engagement: Deciding on intent, features and functionalities
  • Unlocking value of patient portal and acquiring feedback to optimise user experience on portals
  • Measuring success in patient engagement with corresponding benefits in terms of cost reduction and improved satisfaction
Deen Sulbigar Ali Ahamed, Group Chief Information Officer at Columbia Asia Group of Companies

Deen Sulbigar Ali Ahamed

Group Chief Information Officer
Columbia Asia Group of Companies

11:35 am - 12:10 pm Designing and Deploying a Digital-First Patient Engagement Strategy

  • Envisioning how great digital experience looks like and making strategic investments in engagement platforms
  • Synchronising digital with traditional platforms to deliver unified patient experiences
  • Amplifying patient interactions with mobile
John Masud Parvez, Chief Information Officer at Hoan My Medical Corporation

John Masud Parvez

Chief Information Officer
Hoan My Medical Corporation

12:10 pm - 12:45 pm Leveraging on a Multi-Channel Approach for Patient Access

  • Strategic considerations while crafting a multi-channel patient engagement plan
  • Essential capabilities needed to build and leverage in any robust multi-channel plan
  • Principals to factor in and to stay on track with patient engagement objectives
Joe Thomas, Global Multi Channel Marketing Operations Head, Classic & Established Products,  Center of Excellence at GlaxoSmithKline

Joe Thomas

Global Multi Channel Marketing Operations Head, Classic & Established Products, Center of Excellence

12:45 pm - 1:45 pm Lunch


1:45 pm - 2:20 pm Leveraging Patient Journey Mapping to Improve Patient Experience

  • Identifying key points in the patient journey where interactions are sub-optimal in addressing patient needs
  • Collecting and using patient journey data to identify workflow issues, highlight systematic themes and recurring issues
  • Drawing insights from patient journey mapping to further optimise interactions and value-add to the patient’s decision- making process
Miriam Brofman, Director, Patient Services & Relations at United Family Healthcare

Miriam Brofman

Director, Patient Services & Relations
United Family Healthcare

2:20 pm - 2:55 pm Implementing Automation for Efficient and Streamlined Healthcare Delivery along the Patient Journey

  • Understand the factors that make up the hierarchy of value in patient experience
  • Discuss the relevance of automation in each level of hierarchy
  • Leveraging on automation as an enabler to ease processes while maintaining the human touch in patient journey
Shunfu Chen, Director, Ambulatory Services & Outpatient Operations and Operations Director, Department of Knowledge & Innovation at Woodlands Health Campus

Shunfu Chen

Director, Ambulatory Services & Outpatient Operations and Operations Director, Department of Knowledge & Innovation
Woodlands Health Campus

2:55 pm - 3:30 pm Optimise Care Delivery and Improve Outcomes with Lean Methodology

  • Examining patient journey in hospitals and identifying opportunities to eliminate waste
  • Reengineering work and process flows in hospitals with lean for operational and service excellence
  • Effective strategies on staff empowerment to drive efficient and quality delivery to patients
Dr. Sandhya Mujumdar, Deputy Director, Department of Medical Affairs (Clinical Governance) at National University Hospital

Dr. Sandhya Mujumdar

Deputy Director, Department of Medical Affairs (Clinical Governance)
National University Hospital

3:30 pm - 4:00 pm Afternoon Refreshment Break


4:00 pm - 4:35 pm Patient Experience Survey in Hong Kong – A Tool to Engage Staff and Patients for Quality and Patient-Centred Care

  • Developing validated tools to conduct patient experience surveys for proactive collection of feedback from patients
  • Utilising survey results to provide patients with information for better patient experience and care
  • Incorporating survey results into improvement plans to nurture a compassionate and patient-centred care culture in the face of an increasingly technology-driven healthcare environment
Pauline Wong, Chief Manager, Patient Relations & Engagement at Hong Kong Hospital Authority

Pauline Wong

Chief Manager, Patient Relations & Engagement
Hong Kong Hospital Authority

4:35 pm - 5:10 pm Capturing Patients’ Feedback in Clinical Trials and Applying Insights to Transform R&D

  • Understand the changing landscape of patient-centred drug development
  • Move towards quantifying the qualitative and validating the subjective
  • Incorporate patients’ perspectives on R&D  in scientifically rigorous and meaningful ways
Dr Dennis Teng, Immunology Gastro Medical Director at AbbVie

Dr Dennis Teng

Immunology Gastro Medical Director


5:10 pm - 5:45 pm Shaping Future Health Experiences through the Integration of Humans and Machines

  • Discussing healthcare possibilities in the world of AI and robots
  • Exploring AI practical applications across the continuum of care
  • How can healthcare providers tap into the power of machines to transform future healthcare experiences whilst maintaining the human touch?
Tamsin Greulich- Smith, Chief, Smart Health Leadership Centre at National University of Singapore

Tamsin Greulich- Smith

Chief, Smart Health Leadership Centre
National University of Singapore

5:45 pm - 5:45 pm Chairman’s Closing Remarks & End of Day One