23 JUNE 2020| ONLINE EVENT
Conference Day – 23 June 2020
10:30 am - 10:40 am
Chairperson’s Welcome Remarks
Maryline Marquet -
Vice President, Operations,
APAC Medical Technology Association
PATIENT-CENTRIC TRANSFORMATION
10:40 am - 11:10 am
Patient Experience in times of Crisis
Joyce Nazario -
Head, Patient Experience Excellence,
Metro Pacific Holdings, Philippines
11:10 am - 11:40 am
The Role of Business Transformation in Enhancing Patient Experience
David Thomas Boucher -
Chief Business Transformation Officer,
Bumrungrad International Hospital Thailand
The transformation of Bumrungrad International Hospital, a private multiple-specialty 580-bed hospital in Thailand, into a more time efficient and process improving institution has closed the gap between care teams and patients.
David Thomas Boucher
Chief Business Transformation OfficerBumrungrad International Hospital Thailand
ENGAGING THE DIGITAL PATIENT
11:40 am - 2:00 pm
Lunch Break
IMPROVING THE PATIENT JOURNEY
2:00 pm - 2:30 pm
Aesthetics: Laying the Foundation for Overall Patient Satisfaction
Vincent Tan -
Medical Director,
Ego Medical Holdings
The Asia-Pacific aesthetics market has garnered increasing popularity thanks to the rise of the Instagram generation, and is expected to grow at a rate of 11.5% until 2023 (MRFR). However, two fields of practice fall naturally into supporting patient satisfaction outcomes in aesthetics medicine, psychology and clinical practice. During this session, Dr Vincent Tan will focus on:
· The importance of psychological training within the structure of aesthetics to manage patient satisfaction
· Manage client expectations through a combination of counselling and clinical assessment
- Cost-benefit optimisation
- Risk-benefit consideration
· Discover pain points within the client journey to fine tune workflow and improve overall experience
2:30 pm - 3:00 pm
Raising the Bar through the Voice of the Employee
Dennis Joseph -
Quality Director,
Royale Hayat Hospital Kuwait
Finding committed employees is a top priority for most organisations. Royale Hayat Hospital in Kuwait has taken this to heart by systematically collecting, managing and acting on employee feedback when dealing with documentation and processes for incidental cases. Spearheading the popular variance reporting strategy for process improvement, Royale Hayat Hospital introduced Case Review Meetings on adverse and “near-miss” events, where 56 recommendations for improvement were identified. Within a year, Royale Hayat Hospital ensured compliance to 79% of those recommendations. In this session, Dennis will focus on how patient experience was improved by driving employee engagement.
· Improve rather than punish: Establishing a matrix to measure incidental cases
· Educate to critically evaluate and capture variances within measured outcomes
· Driving process mapping to maximise time reduction
3:00 pm - 3:40 pm
PANEL DISCUSSION: Pandemic Preparedness and Patient Experience
Aman Kapil Butta -
Medical Director, Global – Respiratory CEP,
GSK
Dennis Joseph - Quality Director, Royale Hayat Hospital Kuwait
Carolyn Hall - Global Head of Patient Access Innovation, Biocon
