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

Conference Day One – 31 July 2019

8:00 am - 8:50 am Registration & Coffee

8:50 am - 9:00 am Chairman’s Welcome Remarks


9:00 am - 9:35 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

9:45 am - 10:20 am Operationalising Value-Based Care to Transform Patient Experience and Outcomes

  • Making the shift from volume to value: How to demonstrate ROI and get organisational buy-in?
  • Putting your patients at the centre of every process, operation and strategy re-design
  • Breaking silos across departments to deliver exceptional end-to end patient care 

10:20 am - 10:30 am Speed Networking

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


11:00 am - 11:30 am The Pursuit of Single Patient View to Empower Healthcare Decisions and Exceptional Patient Relationship Management

  • The challenge and opportunities in unifying patient data to deliver quality patient care
  • Enhancing EMR interoperability to transform care interactions and programmes
  • Synchronising and coordinating care for operational and customer excellence

11:30 am - 12:15 pm PANEL: Elevating Patient Engagement with a Seamless Omni-Channel Experience

  • Building your digital channels and ensuring integration with traditional channels
  • Understanding patient behaviours across channels and leveraging omni-outreach for improved patient acquisition, conversion and retention
  • Utilising a wider range of engagement and communication tools to increase bi-directional interactions with patients across all age groups
Jaren Siew, Chief Digital Officer at Bumrungrad International Hospital

Jaren Siew

Chief Digital Officer
Bumrungrad International Hospital

Ruth Kuguru

Head of Communications & Patient Advocacy

12:15 pm - 1:30 pm Lunch



1:30 pm - 2:05 pm Digitising Healthcare Operations for Improved Cost Efficiencies and Patient Care
  • Deciding on where to digitise and automate for increased patient safety, operational and productivity gains
  • Re-engineering processes and restructuring operating models to maximise the benefits of digitisation
  • Effective integration and execution strategies for internal stakeholders


2:05 pm - 2:40 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


2:40 pm - 3:15 pm Using Artificial Intelligence (AI) to Streamline Workflows and Achieve Operational Excellence
  • Leveraging AI tools to manage the magnitude of operational tasks
  • Effective framework and guidelines to ensure the seamless integration of AI technology in clinician’s workflow
  • Harnessing AI-powered operational excellence to scale up the value chain


1:30 pm - 2:05 pm 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


2:05 pm - 2:40 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
Jaren Siew, Chief Digital Officer at Bumrungrad International Hospital

Jaren Siew

Chief Digital Officer
Bumrungrad International Hospital


2:40 pm - 3:15 pm Utilising Social Listening to Understand, Capture and Resolve the Unmet Needs of Patients
  • Understanding true patient feedback, adverse treatment effects and deterrents to patient adherence through social media monitoring
  • Using social networks as a tool to extract meaningful insights from conversations
  • Translating insights into actionable strategies to improve care delivery and health outcomes

3:15 pm - 3:45 pm Afternoon Refreshment Break



3:45 pm - 4:20 pm Designing and Developing Patient-Centric Processes and Operations
  • Re-architecting processes and operations through the patients’ lens
  • Unifying clinical operations with back-end processes for greater efficiency and positive patient outcomes
  • Driving continuous improvements to ensure long-term patient success


4:20 pm - 4:55 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


3:45 pm - 4:20 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


4:20 pm - 4:55 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

4:55 pm - 5:00 pm Back to Plenary

5:00 pm - 5:35 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

5:35 pm - 5:35 pm Chairman’s Closing Remarks & End of Day One