Beyond the Bedside – Empowering Patients & Transforming Experiences
Patient & Visitor Experience Asia Day 2
Asia Healthcare Week Plenary Day 2
9:10 am - 9:50 am
Panel Discussion: Preparing for Disease X with Patient-Centric Care
Anson Ooi -
Director of Business Development and International Affairs,
Bangkok Hospital Pattaya Thailand
- Early detection and response systems: Implementing advanced surveillance and diagnostic tools to identify potential outbreaks rapidly
- Patient empowerment: Educating the public about disease prevention, symptoms, and seeking care promptly
- Flexible healthcare infrastructure: Designing healthcare facilities to accommodate surges in patient volume while maintaining quality care
- Strong community partnerships: Collaborating with local organisations to ensure coordinated response and support
- Mental health support: Providing psychological services to address the emotional impact of outbreaks on patients and healthcare workers
Anson Ooi
Director of Business Development and International AffairsBangkok Hospital Pattaya Thailand
9:50 am - 10:20 am
Industry Thought Leadership
10:20 am - 10:50 am
Transforming Healthcare Facilities: Integrating Technology for Better Care and Operations
Dr Dilshaad Ali -
Group Chief Executive Officer,
Hoan My Medical Corporation
- Integrating advanced technologies like robotics, telemedicine, and automation to elevate patient care and optimise healthcare operations
- Modernising healthcare infrastructure with smart systems, energy-efficient solutions, and flexible designs to support evolving healthcare needs
- Enhancing patient-centered spaces by incorporating seamless digital interfaces and safety measures to improve the overall care experience
10:50 am - 11:10 am
Speed Networking Session
11:10 am - 11:40 am
Morning Breaks & Refreshments
Leveraging AI and Technology to Personalise the Patient and Visitor Experience
11:40 am - 11:45 am
Welcome & Housekeeping Address by Patient & Visitor Experience Asia
11:45 am - 11:50 am
Opening Remarks by Conference Chairperson
11:50 am - 12:20 pm
Revolutionising Patient Experience: A Data-Driven Approach to Enhancing Customer Loyalty
Arindam Dey Sarkar -
General Manager Operations,
Charnock Hospital Pvt. Ltd
Discover how Arindam Dey Sarkar transformed patient experience through personalisation during the patient’s stay through the assistance of a robust patient feedback system. They were able to increase their NPS score from 83% to 93% in the span of one year.
- Identifying key pain points and opportunities for improvement across the touch points
- Personalising services to individual preferences
- Equipping guest relations team members with the tools and knowledge to deliver patient care and resolve issues promptly
12:20 pm - 12:50 pm
Industry Thought Leadership
12:50 pm - 1:20 pm
Fireside Chat: Personalising the Patient Journey: The Role of Technology in Healthcare in Southeast Asia
Bruce Leong -
Director – Technology and Strategy,
Mount Alvernia Hospital
Dr Wang Zhemin - Deputy Chief Medical Informatics Officer, Alexandra Hospital
Technology is reshaping the future of healthcare in Southeast Asia by empowering providers to deliver highly personalised patient experiences. Let’s hear from our panel on use cases, lessons learnt and best practices.
- Leveraging technology to understand patient preferences, preferences and cultural sensitivities
- How can technology help improve the patient experience and generate personalised experiences?
- What are challenges with technology adoption to personalise patient care?
- Discussing data privacy and compliance concerns
1:20 pm - 2:20 pm
Networking Lunch Break
2:20 pm - 2:50 pm
Predictive Analytics from Patient Experience Survey and Patient Outcomes
Pongsathorn Piebpien -
Head of Health Analytics Team, Information Technology Department,
Ramathibodi Hospital, Thailand
Pongsathorn Piebpien
Head of Health Analytics Team, Information Technology DepartmentRamathibodi Hospital, Thailand
Prioritising Patient Advocacy and Voice of the Patient Across the Ecosystem to Meet Different Needs
2:50 pm - 3:20 pm
Fireside Chat: Building a Patient-Centered Ecosystem through Advocacy, Collaboration and Innovation
Wallace Wong -
Vice President Operations,
Bali International Hospital
Cynthia Tang - Assistant Director, Customer Experience (CX) & Analytics, TMC LIFE SCIENCES BHD
- Leveraging patient advocacy groups can employ to effectively advocate for their needs
- Building strong partnerships between patients, healthcare providers, researchers, and policymakers to advance patient-centered care
- Devising innovative ways to drive improve patient experience
3:20 pm - 3:50 pm
Afternoon Break & Refreshments
3:50 pm - 4:20 pm
Reimagining Healthcare for the Younger Digital Savvy Generation & Aging Populatio
Dr. Sylvia Wijaya -
Head of Department Patient Relation Management,
Mitra Keluarga Kemayoran
- Leveraging mobile apps, automated kiosks and technology to create a more welcoming healthcare experience for the younger generation
- Partnering with an automotive company to provide easy access for elderly and handicapped patients
- Collaborating with insurance providers to fast-track payment terms at the hospital
4:20 pm - 4:50 pm
Co-Creating Exceptional Patient Experiences with Patient & Family Advocacy Groups
Hennesy Miranda -
Director, Marketing and Customer Experience & Engagement,
Asian Hospital and Medical Center
- Navigating the needs of today’s diverse patients from tech-savvy younger generations to those with special needs and older, less tech-literate patients
- Addressing the unique challenges and opportunities in caring for the older generation
- Fostering effective communication and trust with patients
Hennesy Miranda
Director, Marketing and Customer Experience & EngagementAsian Hospital and Medical Center
