Irene graduated with a Master of Science degree in Management Studies and Industrial Relations from Oxford University in 1994. She has more than 20 years of healthcare experience in Singapore and the region, spanning from private and public hospitals and hospice operations, business development, strategy and performance management.
For the past four years, Irene's focus has been on Patient Experience, pushing forth an integrated approach towards Patient Experience with a strong interest in conflict resolution and including the voice of patient and family in models of care. She is currently the Director of the Office of Patient Experience at KKH.
MOH’s most recent patient satisfaction survey proved that 85.9% of patients surveyed were satisfied with the overall experience. Comparing that to the U.S. with just a 29% satisfaction level, it begs the question, what is Singapore doing differently? Following Irene Chan from KKH, this session will cover how KKH is:
· Leveraging improved patient compliance to drive better patient outcomes
· Tangibly increasing trust through improved perception
· Attracting and retaining better employees by driving an empathetic culture