2nd Annual Healthcare Operations Management

Chairman’s Opening Remarks

Sanjiv Malik, Regional Director, Max Healthcare India

Parkway Group Healthcare’s Strategies for Growth & Reinvention

• Key considerations for remaining competitive in the healthcare industry
• What are the current issues and latest trends in the healthcare industry?
• Strategies for adapting to the these issues and trends
• What innovations are needed for continuous growth and reinvention?

Choo Oi Yee, Group Senior Vice President, Head of Strategic Planning & Business Development, Parkway Group Healthcare Pte Ltd Singapore

Key Learnings from Regency Specialist Hospital’s Strategic Planning Process

• Identifying the most pressing needs and opportunities accurately
• Developing goals and objectives to address these needs and opportunities
• Implementing change effectively across the hospital
• Regularly reviewing and evaluating the plan and progress
• Main achievements and challenges experienced from the strategic planning process

George Edward Gleason, CEO, Regency Specialist Hospital Sdn Bhd Malaysia

Organizational Culture & its Impact on Organizational Performance

• Effective leadership for strategic growth
• Linking organizational culture into tangible bottom line performance measures such as profitability, innovation and growth
• Understanding the complexity and integration across the organization
• Engaging physicians, nurses and administrators
• Leading the organization’s culture to improve organizational effectiveness

Stuart Rowley, CEO, Prince Court Medical Centre Sdn Bhd Malaysia

Ensuring Hospital Performance Measures Reflect Patient Outcomes

• Determining performance measurement indicators and tools that reflect patient outcomes
• Understanding how to use selected measures effectively
• Key elements of an effective measurement system
• Evaluating results effectively and translating them into actionable plans reflecting patient care and safety
• Case examples of performance measure processes and outcomes

Grant Muddle, Senior Vice President of Operations, Apollo Hospitals Group India

Understanding Managed Care & its Applicability in Asia to Reduce Healthcare Costs

• What is managed care?
• Understanding the tripartite relationship between the healthcare provider, insurer and the patient
• What are the tangible and intangible benefits?
• Can managed care be applied in Asia effectively?

Dr Nipit Piravej, Chief Corporate Officer, Bangkok
Chain Hospital & CEO, KH International Hospital
Group Thailand

Disease Management to Reduce the Burden of Chronic Disease & Healthcare Costs

• Disease management programs: What are they and how do they work?
• What are the tangible and intangible benefits to the healthcare provider, insurer and patient?
• Understanding the healthcare provider, insurer and patients role in disease management programs
• Understanding frameworks and critical success factors for implementing disease management

Medical Negligence and Litigation Risks in International Healthcare

• How best to determine the appropriate standard of care in clinical negligence litigation
• What happens when something goes wrong with the international patient’s surgery
• Legal terms and options of legal recourse the healthcare provider must be aware and prepared for
• Recent case examples and outcomes of claims alleging clinical negligence

Dr Ming-Keng Toh, Head of Medical Services Asia, Medical Protection Society (MPS), UK

Managing Ethical & Legal Medical Dilemmas Facing Healthcare Professionals Today

• Understanding the ethical principles of today’s healthcare environment
• Key ethical and legal dilemmas facing the professions today
• Ensuring hospital policies and decisions reflect a common goal of acting in an ethical, legal and professional manner
• Recent case examples and outcomes of medical ethical dilemmas

Dr Seow Wan Tew, Director of Medical Risk
Management, KK Women’s & Children’s Hospital,
Singapore

Chairman’s Opening Remarks

Sanjiv Malik, Regional Director, Max Healthcare India

Best Practice Patient Safety, Service Quality & Accreditation Standards

What is quality? Varying definitions from the patient, clinician and insurer (or 3rd party)
• Best practice medical and service quality initiatives
• Measurement tools for assessing quality for the patient, clinician and insurer (or 3rd party)
• Entrenching quality throughout the culture of the organization

Dr. Paul Chang, Managing Director, Joint Commission International Asia Pacific

Malaysian Society of Quality in Health (MSQH) Standards for Improving Patients Confidence & Trust

Managing clinical governance and risk at the strategic management level and the patient operational level
• Understanding MSQH standards for improving patients safety, confidence and trust
• Ensuring continuous quality improvement in health services

Dr Kadar Marikar, CEO, Malaysian Society for Quality Health

Branding Quality Internally for Superior Patient Experience

• Effective branding to project quality, clarity and trustworthiness
• Creating a culture that results in quality and efficiency
• Building and maintaining quality branding internally
• Strategies for overcoming non-compliance by employees and resistance to change

Dr Sanjiv Malik, Regional Director, Max Healthcare India

Case Study: Enabling Technology to Deliver High Quality Medical Treatment

• Understanding the issues experienced in the organization effectively to be able to devise an effective solution
• Bridging the gap between technology and healthcare providers
• National Healthcare Group’s experience in piloting innovative products and solutions
• Challenges of planning and implementing a large-scale IT infrastructure upgrade
• Future plans or innovations to further improve delivery of high quality medical treatment

Ho Khai Leng, IT Director, National Healthcare Group Singapore

Medical Information Management for Ensuring Cost- Effectiveness in the Provision of Healthcare

• Current issues associated with medical information management
• Clinical data mining research programs and implementation in Changi General Hospital for cost-effectiveness and patient safety
• Developing and applying sophisticated data mining and analysis techniques that supports informed decision making
• Key challenges associated with data mining techniques and innovations needed to overcome them

Dr Edwin Wu, Head of Medical Information Management, Changi General Hospital Singapore

Managing the Human Resource Challenge in Healthcare Delivery

• Identifying the reasons physicians and nurses voluntarily resign
• What works and what doesn’t? Key considerations for recruiting and retaining physicians and nurses
• Developing public-private partnerships to collectively promote nursing and physician programs, to provide
  education and required funding for the programs
• Designing flexible roles and integrating flexible work arrangements

Vishal Bali, CEO, Wockhardt Hospitals, India

Managing Internal Communications: Breaking Down the Barriers between the Individual, Team & Group for Enhanced Patient Experience

• Strategies for improving communication between top and bottom level staff and across functional teams
• Developing a shared vision and goals and working together to attain them
• Strategies for breaking down the barriers between the individual, team and group
• Enhancing negotiation skills to work effectively as a team

Dr Ares Leung, Deputy Medical Director, Union Hospital Hong Kong

Overcoming Mistakes, Biases & Irrational Effects to Make Better Decisions

New discoveries of decision-making processes
• Understanding nature, behaviors and capacities that influence decision-making
• Considering mechanisms that underlie both good and poor decisions
• Strategies for improved decision-making

Rod O’Connor, Executive Director, Rod O’Connor & Associates Pty Ltd & Conjoint Associate Professor, School of Public Health & Community Medicine, University of NSW, Australia