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 - 9:40 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?

9:40 am - 10:15 am The Use of Patient-Reported Experience Measures (PREM) in Driving Patient Centric Care

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

Director, Office of Patient Experience and Office of Strategy Management
KK Women's & Children's 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 Genuine Connections Along the Patient Journey

Archna Gupta - Regional Patient Experience Head - South & West, Fortis Healthcare
  • 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
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Archna Gupta

Regional Patient Experience Head - South & West
Fortis Healthcare

PERSONALISED & PREDICTIVE HEALTHCARE

11:35 am - 12:10 pm Harnessing Health Data and Analytics to Transform Patient Care, Operations and Service Planning

Sutowo Wong - Director, Analytics & Information Management Division, Ministry of Health
  • 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
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Sutowo Wong

Director, Analytics & Information Management Division
Ministry of Health

12:10 pm - 12:45 pm Shifting Focus from Reactive to Preventive Care by Leveraging on Artificial Intelligence (AI)

Datuk Dr Kuljit Singh - Medical Director, Prince Court Medical Centre
  • 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
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Datuk Dr Kuljit Singh

Medical Director
Prince Court Medical Centre

12:45 pm - 1:45 pm Lunch

INTERACTIVE DISCUSSION GROUPS

1:45 pm - 2:55 pm Roundtable 1: Elevating Patient Engagement with a Seamless Omni-Channel Experience

Nicolas Bargas - ASEAN Omni-Channel Lead, Pfizer Upjohn
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Nicolas Bargas

ASEAN Omni-Channel Lead
Pfizer Upjohn

1:45 pm - 2:55 pm Roundtable 2: Transforming Healthcare with Artificial Intelligence & Digitisation

Roland Liew - Head of Digital Transformation, Parkway Pantai
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Roland Liew

Head of Digital Transformation
Parkway Pantai

1:45 pm - 2:55 pm Roundtable 3: Structuring Effective Voice of Patient Programs

Archna Gupta - Regional Patient Experience Head - South & West, Fortis Healthcare
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Archna Gupta

Regional Patient Experience Head - South & West
Fortis Healthcare

PATIENT-CENTRIC AWARENESS, ENGAGEMENT & ADVOCACY

2:55 pm - 3:30 pm Provider & Patient: How to Foster Understanding, Trust and Acceptance to Transform Health Outcomes

Ellil Mathiyan Lakshmanan - Co-Chair, SingHealth Patient Advocacy Network
  • 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
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Ellil Mathiyan Lakshmanan

Co-Chair
SingHealth Patient Advocacy Network

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

4:00 pm - 4:35 pm Increasing Employee Engagement to Enhance Patient Experience

Joyce K. Nazario CPXP - Assistant Vice President & Head of Patient Experience, St. Luke’s Medical Center
  • 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
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Joyce K. Nazario CPXP

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

  • 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?
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John Masud Parvez

Chief Information Officer
Hoan My Medical Corporation

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Ellil Mathiyan Lakshmanan

Co-Chair
SingHealth Patient Advocacy Network

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Nidhi Swarup

President
Crohn's & Colitis Society of Singapore

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Sylvia Liew

Principal Physiotherapist
Parkinson's Society of Singapore

5:15 pm - 5:15 pm Chairman’s Closing Remarks & End of Day Two