Conference Day One – 31 July 2019

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

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

PATIENT-CENTRIC TRANSFORMATION

  • 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
img

Chey May Long

Group Chief Patient Officer
National University Health System

img

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

ENGAGING THE DIGITAL PATIENT

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

Deen Sulbigar Ali Ahamed - Group Chief Information Officer, Columbia Asia Group of Companies
  • 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
img

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

John Masud Parvez - Chief Information Officer, Hoan My Medical Corporation
  • 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
img

John Masud Parvez

Chief Information Officer
Hoan My Medical Corporation

  • 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
img

Joe Thomas

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

12:45 pm - 1:45 pm Lunch


IMPROVING THE PATIENT JOURNEY

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

Miriam Brofman - Director, Patient Services & Relations, United Family Healthcare
  • 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
img

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

Shunfu Chen - Director, Ambulatory Services & Outpatient Operations and Operations Director, Department of Knowledge & Innovation, Woodlands Health Campus
  • 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
img

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

Dr. Sandhya Mujumdar - Deputy Director, Department of Medical Affairs (Clinical Governance), National University Hospital
  • 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
img

Dr. Sandhya Mujumdar

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


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

PATIENT FEEDBACK & INSIGHTS

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

Pauline Wong - Chief Manager, Patient Relations & Engagement, Hong Kong Hospital Authority
  • 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
img

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

Dr Dennis Teng - Immunology Gastro Medical Director, AbbVie
  • 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
img

Dr Dennis Teng

Immunology Gastro Medical Director
AbbVie

HUMANISING HEALTHCARE

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

Tamsin Greulich- Smith - Chief, Smart Health Leadership Centre, National University of Singapore
  • 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?
img

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