Increasing The Capacity & Scope of Healthcare Services in Asia
25 - 26 June, 2025
One Farrer Hotel, Singapore
Patient & Visitor Experience and Allied Health Theatre
9:00 am - 9:30 am
Registration
9:30 am - 9:35 am
Welcome & Housekeeping Address
9:35 am - 9:40 am
Opening Remarks by Chairperson
Patient & Visitor Experience
9:40 am - 10:10 am
Case Study on Metro Pacific Health: Navigating Patient Flow Challenges for Better Operational Efficiency
Joyce Nazario -
Head, Patient Experience Excellence,
Metro Pacific Holdings, Philippines
- Identifying bottlenecks and inefficiencies in patient flow processes to optimize resource allocation
- Implementing innovative patient scheduling strategies to reduce wait times and enhance throughput
- Promoting interdisciplinary collaboration and communication to coordinate patient care and reduce delays in the patient flow process
10:10 am - 10:40 am
Case Study on Woodlands Multispecialty Hospital: Elevating Patient Experience: Harnessing Digital Tools and Patient Feedback for Quality Healthcare
Arindam Dey Sarkar -
DGM - Service Excellence and Hospitality,
Woodlands Multispecialty Hospital, India
- Understanding the importance of patient feedback and engagement in improving patient experience
- Leveraging on digitalisation for conducting patient satisfaction surveys
- Analysing patient feedback data to drive quality improvement initiatives on floor
Arindam Dey Sarkar
DGM - Service Excellence and HospitalityWoodlands Multispecialty Hospital, India
10:40 am - 11:10 am
Case Study on United Family Healthcare: Achieving Balance in Patient-Centred Care and Operational Efficiency
Miriam Brofman -
Director, Patient Services & Relations,
United Family Healthcare, China
- Identifying bottlenecks and inefficiencies in patient flow processes to optimise resource allocation
- Utilising technology to enhance patient experience without compromising efficiency
- Showcasing successful implementation of patient-centered strategies, tools, and frameworks to improve outcomes and operational processes
11:10 am - 11:40 am
Break
11:40 am - 12:10 pm
Case Study on Ramathibodi Hospital: Measuring and Improving Patient Experience
Jittima Manonai Bartlett -
Assistant Director, Head of Patient Experience,
Ramathibodi Hospital, Thailand
- Exploration of methods for measuring patient experience
- Discussion of strategies for improving patient experience, including patient feedback, communication, and staff training
- Analysis of case studies of successful patient experience improvement initiatives in Asia
Jittima Manonai Bartlett
Assistant Director, Head of Patient ExperienceRamathibodi Hospital, Thailand
12:10 pm - 12:40 pm
Enhancing Patient and Visitor Experience Through Effective Patient and Visitor Engagement
Hennesy Miranda -
Director, Marketing and Customer Experience & Engagement,
Asian Hospital and Medical Center
- Establishing accessible channels for patients and visitors to provide feedback during their experience
- Developing tailored communication strategies that cater to individual patient and visitor preferences
- Utilising technology-driven solutions to ensure seamless patient and visitor experience
Hennesy Miranda
Director, Marketing and Customer Experience & EngagementAsian Hospital and Medical Center
12:40 pm - 1:10 pm
Panel Discussion Innovations in Patient-Centric Healthcare: Enhancing the Patient Experience in Asia
Wei Jie Kwan -
Head, Customer Experience,
Thomson Medical
- Discussing effective patient engagement strategies to involve patients in their own care
- Examine the role of technology to streamline patient care and enhance overall satisfaction
- Exploring staff education initiatives that prioritise the human connection for effective patient-centered communication
1:30 pm - 2:00 pm
Afternoon Break
Allied Health
2:00 pm - 2:30 pm
Ensuring Quality and Safety in Allied Health Practices in Asia
Hanny Cahyadi -
Ancillary Manager,
National Hospital Surabaya, Indonesia
- Best practices in quality improvement in allied health practices
- Addressing patient safety issues allied health practices
- Advancing patient-centered care through quality and safety initiatives
2:30 pm - 3:00 pm
Transforming Allied Healthcare Delivery with Digital Health
Hermas Irawan -
Head, Corporate Ancillary Medical Support,
Eka Hospital
- Telehealth and its impact on allied health services
- Mobile applications for patient engagement and monitoring
- Data analytics in optimizing allied health interventions
3:00 pm - 3:30 pm
Fireside Chat: The Future of Allied Health in Asia: Challenges and Opportunities
Eric Ho -
Director, Allied Health,
Woodlands Health, Singapore
Hui Hwa Koh-Minjoot - Vice President & Head, Allied Health & Patient Experience, Group Procurement (Pharmacy), IHH Healthcare
- Exploring the expanded role of allied health professionals in meeting the complex healthcare needs of the community
- Navigating the shortage of allied health professionals in the workforce
- Exploring the impact of new technologies on the allied health workforce
Hui Hwa Koh-Minjoot
Vice President & Head, Allied Health & Patient Experience, Group Procurement (Pharmacy)IHH Healthcare
