05 - 06 December, 2018
Grand Copthorne Waterfront Hotel, Singapore

Conference Day Two – 6 December 2018

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

9:00 am - 9:10 am Opening Remarks from the Chairperson


  • 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

Irene Chan

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

9:45 am - 10:20 am The Pharma Perspective: Developing Strategic Alliances to Improve Patient Experience

Michael Alzona - Director, Asia Pacific Patient Engagement Lead, MSD
  • Understand how pharmaceuticals companies can work towards improving patient engagement in a regulated environment
  • Redesigning patient centric care through innovative corporate strategies
  • Engage and partnerships with patient advocacy groups for shared values to achieve common goals 

Michael Alzona

Director, Asia Pacific Patient Engagement Lead

10:20 am - 11:00 am Speed Networking & Morning Refreshment Break


  • 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


Dr. Shailendra Bajpai

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

11:45 am - 12:20 pm Optimising Patient Engagement and Interactions with an Omnichannel Strategy

  • Building your digital channels and ensuring integration with traditional channels
  • How can we build a true omni-channel experience for the healthcare industry, deliver and measure it?
  • Leveraging omnichannel outreach to attract, retain and nurture patient loyalty

12:20 pm - 1:30 pm Networking Lunch

ROUNDTABLE DISCUSSION (2 Rotations @ 45 Minutes Each)

1:30 pm - 3:00 pm Roundtable A: Deploying a Mobile-First Patient Engagement Strategy

1:30 pm - 3:00 pm Roundtable B: How to Enable and Empower Self-Care

1:30 pm - 3:00 pm Roundtable C: Co-Creating Patient Experience


3:00 pm - 3:30 pm Afternoon Networking & Refreshment Break

3:30 pm - 4:05 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

Alvin Lum

Senior Registrar
Ministry of Health Malaysia

4:05 pm - 4:40 pm Keeping Team Members Engaged and Happy – Lessons from the Field

Miriam Brofman - Director, Patient Services & Relations, United Family Healthcare
  • 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”

Miriam Brofman

Director, Patient Services & Relations
United Family Healthcare

4:40 pm - 5:15 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

Dr. Hemant Singh Bhadauria

Associate Director - Oncology, Medical Affairs
Astellas Pharma

5:15 pm - 5:15 pm Chairman’s Closing Remarks & End of Day Two