Quality of Care & Patient Stewardship

We take on a Patients First approach, listening to our patients, continuously improving through training and knowledge sharing, all while meeting global standards for excellence.
Why is Patient Stewardship Important?

Why is Patient Stewardship Important?

Trust is the cornerstone of our relationship with our patients. We strive to give our patients and their loved ones peace of mind knowing they are receiving the best care and treatment in the most cost-effective way.

To provide peace of mind to our patients, we hold ourselves to the highest standards in quality and safety.

We have set clear targets to achieve our goal of becoming the most trusted private healthcare provider in all our markets by 2025.
  • Achieve 90% of VDO outcomes at or above international benchmarks by 2025
  • Billing estimates to be 90% accurate in our core markets by 2025
  • Admission for A&E cases to be within one hour of doctors' instructions in our core markets* by 2025
  • Be in the top quartile in Net Promoter Score' (NPS) in our core markets* by 2025
*Core markets refer to India, Malaysia, Singapore, and Türkiye.
Refer to our Sustainability Report for a full list of goals and targets.

How We Deliver Quality of Care.

We adopt an evidence based, data-driven and multidisciplinary approach towards achieving superior outcomes for our patients.

  • Track and measure clinical performance and outcomes via clinical quality indicators.
  • Provide continuous training for our healthcare workers.
  • Ensure stringent assessment and accreditation for all our medical staff and hospitals.
  • Invest in new medical technologies and partner with innovative companies to sharpen our in-house precision medicine capabilities.
  • Adhere to a robust clinical governance framework, which steers the Board and management on clinical quality matters.

We also ensure excellence by measuring ourselves against global benchmarks and accreditation standards set by:

  • the Joint Commission International (JCI), whose accreditation standards define the performance expectations, structures and functions that must be in place for a hospital to receive JCI accreditation;
  • Centers for Disease Control and Prevention (CDC); and
  • Organisation for Economic Co-operation and Development (OECD).

We deliver quality and seamless patient experience through operational efficiency and improvement projects. With a continuous improvement mindset, we strive to optimise the efficiency and cost of our day-to-day operation while ensuring quality, safe care.

  • Improve organisational efficiency and productivity by leveraging Lean Six Sigma training programmes.
  • Equip all employees with knowledge and skills through training.

We have a patient-centric service culture to increase patient satisfaction systematically through the use of patient feedback.

  • Create a patient-centric culture that is guided by our service values and anchored on our core values.
  • Listen attentively to the voices of our patients through feedback channels and mechanisms.
  • Track, measure and improve patient journeys through quantified, objective data.
  • Focus on staff training and empowerment to ensure patients feel valued and cared for at every touchpoint.

We make patients feel more prepared, involved and informed. Transparency in treatment care and treatment cost is essential to patients. The majority of patients want to know how well they will be treated, the expected outcome of their treatment and the cost of their treatment.

  • Give our patients peace of mind by offering accurate billing estimates using artificial intelligence, and by working towards publishing clinical outcomes.
  • Provide transparent medical and cost information at the point of decision-making.
  • Be consistent, transparent and patient-centric in communicating clinical outcomes to patients.

We use data to improve quality and outcomes while ensuring cost effectiveness. Defined as achieving the best possible outcome relative to cost, VDO is important to our patients because it leads to improved outcomes and care for patients while ensuring cost effectiveness through continual clinician-led improvements.

  • Deploy a VDO framework to review and analyse data to achieve better outcomes while ensuring cost efficiency.
  • Engage clinicians in partnership to achieve VDO commitments.
  • Foster long-term trusted partnerships with insurers and payers to deliver superior patient value.
  • Monitor VDO indicators.
Clinical Quality Indicators to Improve Patient Care

Clinical Quality Indicators to Improve Patient Care

To identify areas for improvement, we constantly monitor what we do. A comprehensive set of service quality and safety programmes assesses risks and sets targets for care quality and safety throughout the Group. These programmes also help detect and prevent medical errors.

An example is our clinical quality indicators, which are evidence-based measures of healthcare quality that help us measure and track clinical performance and outcomes. These indicators provide us with a quantitative basis for quality improvement and for identifying patterns and trends that merit further investigation. They also enrich our clinical excellence journey by presenting us with opportunities for innovation.