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.
Goal
We have set clear targets to achieve our goal of becoming the most trusted private healthcare provider in all our markets by 2025.
Key Targets
- Achieve 90% of VDO outcomes at or above international benchmarks for 226 indicators across 8 VDO procedures 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
2023 Progress
- Achieved 95.7% of VDO outcomes at or above international benchmarks for 157 outcome indicators.
- Billing estimate accuracy increased from 85% in 2022 to 87%, for our operations in Malaysia and Singapore.
- Baseline established at 54.6% for the percentage of A&E admissions achieved within one hour of doctors’ instructions in our core markets.
- Appointed a third party survey company to establish NPS benchmarks.
How We Deliver Quality of Care.
Clinical Excellence
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
- 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 stringent assessment for medical staff and hospitals, while emphasising that nurses and doctors are properly certified and accredited against global benchmarks and accreditation standards including:
- Centers for Disease Control and Prevention (CDC)
- US Centers for Medicare & Medicaid Services
- National Health Service UK
Operational Excellence
We emphasise organisational efficiency and productivity by equipping all employees with the requisite knowledge and skills training.
Our training programme leverages Lean Six Sigma training modules to help streamline processes and reduce errors.
Service Excellence
We create a patient-centric culture rooted in our service values. This is achieved by actively listening to the voices of our patients through various feedback channels and mechanisms, which we use to identify service improvement projects and action plans.
We diligently track a range of patient satisfaction metrics including Net Promoter Score (NPS) – our ultimate measure of patient satisfaction. We are also working towards establishing country-level NPS benchmarks to better assess our service performance against our peers.
By recognising employees who go the extra mile for our patients, and by conducting regular service training for our staff, we ensure patients feel valued and cared for at every touchpoint.
Transparency
We make patients feel more prepared, involved, and informed. Transparency in treatment care and treatment cost is essential to patients. Patients want to know how well they will be treated, the expected outcome of their treatment and the cost of their treatment. We deliver transparent care through:
- Giving our patients peace of mind by offering accurate billing estimates using artificial intelligence
- Providing transparent medical and cost information at the point of decision-making
- Being consistent, transparent and patient-centric in communicating clinical outcomes to patients
Value-Driven Outcomes
We optimise the balance between patient outcomes and healthcare costs. VDO is important to our patients because it leads to improved outcomes and care while ensuring cost effectiveness through continual clinician-led improvements. We achieve this through:
- A robust VDO framework to review and analyse data
- Partnering with clinicians to achieve VDO commitments
- Monitoring of VDO indicators to improve value-based care
- Aiming to foster long-term partnerships with insurers and payers to deliver superior patient value
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.
