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

Pre-Conference Workshops – 30 July 2019

9:00 am - 12:00 pm Workshop A: Creating a Framework to Analyse Patient Feedback for Quality Improvement

  • Understanding the patient experience data you currently have
  • Choosing the right score to follow – Metrics vs Analysis End-User
  • Establishing an effective framework for qualitative and quantitative data integration
  • Instilling accountability and cascading patient experience analysis to the organisation to drive impactful outcomes
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

1:00 pm - 4:00 pm Workshop B: Leveraging Patient Journey Maps to Transform the Patient Experience

  • Evaluating differences in expectations, needs, and preferences for different patient profiles
  • Outlining patient touch points in every stages of the care journey to identify areas for improvements
  • Leveraging design thinking to develop relevant and personalised experience
  • Translating insights from journey maps into actionable healthcare plans and programmes
Miriam Brofman, Director, Patient Services & Relations at United Family Healthcare

Miriam Brofman

Director, Patient Services & Relations
United Family Healthcare