31 July - 01 August, 2019
Singapore

Conference Day Two – 6 December 2018

8:15 am - 9:00 am Registration & Coffee

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Dickon Scott-Gill

Global CIO/ CISO and SVP of Healthcare Security Services
Proficio

PATIENT-CENTRIC TRANSFORMATION

9:10 am - 9:50 am Adopting a Patient Centric Approach to Drive Impactful Health Outcomes

Irene Chan - Director, Office of Patient Experience and Office of Strategy Management, KK Women's & Children's Hospital
  • Operationalising the new paradigm of healthcare: How to empower patients and co-create healthcare programs
  • Acquiring insights to transform patient experience through active listening and patient satisfaction monitoring
  • Overcoming challenges in the healthcare industry such as compliance and effective strategies on driving adherence to a more patient-centric approach
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Irene Chan

Director, Office of Patient Experience and Office of Strategy Management
KK Women's & Children's Hospital

9:50 am - 10:20 am Fireside Chat: From Service-Oriented Surveys to Comprehensive Journey Mapping: Transforming CX in Healthcare with an Insight-Driven Strategy

Scott Chilson - Vice President, Global Customer Experience, Johnson & Johnson
  • Assessing evolving customer preferences and expectations in healthcare
  • Re-examining processes and operations to identify customer experience gaps and to assess  the quality of customer journeys
  • Adopting human-centred designs and agile methodologies to drive transformation
  •  Taking a unified, data-driven approach to optimise, personalise and anticipate customer experience in healthcare
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Scott Chilson

Vice President, Global Customer Experience
Johnson & Johnson

10:20 am - 11:05 am Speed Networking & Morning Refreshment Break

PATIENT INSIGHTS

11:05 am - 11:45 am Extracting Valuable Insights to Shape Customer Experience Programs

Harpreet Ghai - Consumer Relations Director – Asia, Middle East & Africa, GlaxoSmithKline (GSK)

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Harpreet Ghai

Consumer Relations Director – Asia, Middle East & Africa
GlaxoSmithKline (GSK)

11:45 am - 12:25 pm Listening to the Voice of Your Patient to Transform Healthcare Delivery

Dr. Shailendra Bajpai - Head of Disease Management and Stakeholder Engagement, Diabetes and CV Emerging Markets, Sanofi
  • Create solutions through collecting insights and understand what matters to the patients 
  • Empower patients to gain better control of their lives and health condition 
  • Provide adequate information and educate patients through specific programs for wellness  and disease management

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Dr. Shailendra Bajpai

Head of Disease Management and Stakeholder Engagement, Diabetes and CV Emerging Markets
Sanofi

12:25 pm - 1:35 pm Networking Lunch

HUMANISING HEALTHCARE

1:30 pm - 2:10 pm A Bottom-Up Approach to Delivering Patient Experience

Alvin Lum - Senior Registrar, Ministry of Health Malaysia
  • Understand how clinicians are effecting changes in patient experience
  • Key aspects of difference in Customer Service Enhancement vs. Patient Experience Enhancement
  • Further enhancing patient experience through quality healthcare and empathy
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Alvin Lum

Senior Registrar
Ministry of Health Malaysia

2:10 pm - 2:50 pm Building Genuine Connections along the Patient Journey

Dr. Hemant Singh Bhadauria - Associate Director - Oncology, Medical Affairs, Astellas Pharma
  • Shifting the focus from task to experience and how to secure internal buy-in
  • Leveraging patient journey mapping to create the ideal patient experience
  • Bridging patient experience gaps and how to effectively address, resolve and delight
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Dr. Hemant Singh Bhadauria

Associate Director - Oncology, Medical Affairs
Astellas Pharma

2:50 pm - 3:20 pm Afternoon Networking & Refreshment Break

3:20 pm - 4:00 pm Keeping Team Members Engaged and Happy – Lessons from the Field

Pranav Joshi - Associate Director - UX, Global Software Engineering, MSD Pharma
  • Employee engagement paramount for excellent patient experience outcomes
  • Defining a clear team members values system
  • Empowering team members to constantly improve the patient experience with “Patient journey training”
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Pranav Joshi

Associate Director - UX, Global Software Engineering
MSD Pharma

4:00 pm - 4:40 pm Innovating Patient Experience with Design-Thinking

Pranav Joshi - Associate Director - UX, Global Software Engineering, MSD Pharma

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Pranav Joshi

Associate Director - UX, Global Software Engineering
MSD Pharma

4:40 pm - 4:40 pm Chairman’s Closing Remarks & End of Day Two