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

Conference Day Two – 1 August 2019

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

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

PATIENT EXPERIENCE EXCELLENCE ROADMAP

9:00 am - 9:35 am PANEL: Aligning Organisational KPIs with Patient Experience KPIs

  • Synchronising business  goals with patient experience objectives to achieve desired outcomes
  • Defining patient-centric KPIs across individuals, teams, and functions
  • How to break silos, drive actions and yield effective results?

9:35 am - 10:10 am The Use of Patient-Reported Experience Measures (PREM) in Driving Patient Centric Care

  • Understand how PREM is used to measure patients’ and families’ perception of their care experience
  • Explore the use of PREM to drive improvements in hospital settings
  • Discuss the applicability of PREM in driving patient-centric care
Irene Chan, Director, Office of Patient Experience and Office of Strategy Management at KK Women's & Children's Hospital

Irene Chan

Director, Office of Patient Experience and Office of Strategy Management
KK Women's & Children's Hospital

10:10 am - 10:45 am Building Genuine Connections Along the Patient Journey

  • Shifting the focus of providers from task-oriented to experience-oriented
  • Embedding patient-centricity across all patient interactions and touchpoints
  • Engaging in value-adding interactions and leveraging active listening to build trust and rapport
Archna Gupta, Regional Patient Experience Head - South & West at Fortis Healthcare

Archna Gupta

Regional Patient Experience Head - South & West
Fortis Healthcare

10:45 am - 10:55 am Speed Networking

10:55 am - 11:25 am Morning Refreshment Break

PERSONALISED & PREDICTIVE HEALTHCARE

11:25 am - 12:00 pm Harnessing Health Data and Analytics to Transform Patient Care, Operations and Service Planning

  • Reinforcing the importance of organisational structure and the governance process in supporting analytics strategy
  • Galvanising data scientists by enabling them with the right data access, data products and data education
  • Understanding the importance of interoperability, generalisability, meaningful endpoints and provenance in AI solutions for healthcare
Sutowo Wong, Director, Analytics & Information Management Division at Ministry of Health

Sutowo Wong

Director, Analytics & Information Management Division
Ministry of Health

12:00 pm - 12:35 pm Shifting Focus from Reactive to Preventive Care by Leveraging on Artificial Intelligence (AI)

  • Building a predictive model by observing and identifying correlations to drive intelligent decisions
  • Getting a more effective and efficient diagnostics with AI-driven data insights
  • Tailoring personalised care programmes and securing feedback for continuous improvements
Datuk Dr Kuljit Singh, Medical Director at Prince Court Medical Centre

Datuk Dr Kuljit Singh

Medical Director
Prince Court Medical Centre

12:35 pm - 1:35 pm Lunch

INTERACTIVE DISCUSSION GROUPS

1:35 pm - 2:45 pm Roundtable 1: Opportunities and Risks in MedTech Innovations

1:35 pm - 2:45 pm Roundtable 4: Tackling Privacy and Security Concerns in Digital Health

1:35 pm - 2:45 pm Roundtable 2: The Use of Chatbots in Healthcare to Delight and Engage Patients

1:35 pm - 2:45 pm Roundtable 5: Structuring Effective Voice of Patient Programs

1:35 pm - 2:45 pm Roundtable 3: AI-Driven Healthcare Personalisation

1:35 pm - 2:45 pm Roundtable 6: Delivering Cost-Effective Healthcare with Automation

PATIENT ADVOCACY

2:45 pm - 3:30 pm PANEL: Perspectives from Patient Support Groups – Understanding Needs, Delivering Empathy and Improving the Delivery of Care

  • Understand the true needs of patients and defining what constitutes patient-centric
  • Exploring pitfalls in patient-centred care delivery and how healthcare providers can bridge that gap
  • How can providers connect and empathise with the personal experience of being a patient?
Ellil Mathiyan Lakshmanan, Co-Chair at SingHealth Patient Advocacy Network

Ellil Mathiyan Lakshmanan

Co-Chair
SingHealth Patient Advocacy Network

Nidhi Swarup, President at Crohn's & Colitis Society of Singapore

Nidhi Swarup

President
Crohn's & Colitis Society of Singapore

Sylvia Liew, Principal Physiotherapist at Parkinson's Society of Singapore

Sylvia Liew

Principal Physiotherapist
Parkinson's Society of Singapore

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

PATIENT-CENTRIC AWARENESS & ENGAGEMENT

4:00 pm - 4:35 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

4:35 pm - 5:10 pm Increasing Employee Engagement to Enhance Patient Experience

  • Why employee engagement is crucial to great patient experience
  • Tactics, culture and change management to secure employee engagement and buy-in
  • Accountability and empathy – the internal motivators for sustained employee engagement
Joyce K. Nazario CPXP, Assistant Vice President & Head of Patient Experience at St. Luke’s Medical Center

Joyce K. Nazario CPXP

Assistant Vice President & Head of Patient Experience
St. Luke’s Medical Center

5:10 pm - 5:45 pm Provider & Patient: How to Foster Understanding, Trust and Acceptance to Transform Health Outcomes

  • Cracking the code on the provider-patient relationship: What can be done to elevate healthcare delivery and outcomes?
  • Creating a good interpersonal relationship, facilitating exchange of information and including patients in decision making to achieve best outcomes and patient satisfaction
  • Engaging in active listening and empathy to build good communication for better collaboration
Ellil Mathiyan Lakshmanan, Co-Chair at SingHealth Patient Advocacy Network

Ellil Mathiyan Lakshmanan

Co-Chair
SingHealth Patient Advocacy Network

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