MASTERCLASS

Our Patient Experience (PEX) Masterclass brings across the well known providers in the industry who have excelled in the delivery of unsurpassable patient experience. With ‘patient-centric’ now moving to ‘person-centric’ models, the facets of how we deliver memorable and lasting experiences continuously evolve.

The Quality and Accreditation Masterclass showcases the practices and philosophy of one the world’s esteemed leaders in Healthcare Accreditation. While the entire healthcare industry abuzz on achieving accreditations at a frenzied pace over the last 15 years, there has a philosophical change in how healthcare accreditation is perceived today. To many, accreditation was seen to be a marketing tool, some see it as a true standard of great healthcare delivery and to some it is part of the conformance to market norms.

The Healthcare Leadership Masterclass puts together the perspectives of transformational and sustainable practices from around the world. Healthcare is a complex industry not only focused on outcomes and care streams, but also commercial and financial influences. The is no lack of demand from the leaders of healthcare organization today to excel in all aspects and to address the ever-increasing challenges of running their healthcare programs with a clear and sustainable future.

The evolution from subsidized healthcare models to accountable and value-based healthcare, requires more agility and visionary leaders who can remodel and recreate their organizations into the future.

The interactive nature of the Masterclass will enable participants to create a workshop environment and eventually play a role in devising thought processes and design thinking that can be taken as potential practical deployments within their environments.

PATIENT EXPERIENCE (PEX)
April 10, 2020
1:30 pm - 2:15 pm
Saigon Room

Lecture from the Benchmark Hospital Provider

Robin Wong
Robin Wong
Senior Consultant, Architecture, CPG Consultants Pte Ltd, Singapore

With Vietnam in focus, there will be an interesting discourse on some of the key questions beyond concepts and benchmarks of PEX today. Some areas we will be actively exploring and in the PEX Masterclass will be
• Bare basics of accessible healthcare vs the complexity of creating patient experience
• The cost of patient experience, van we be build an affordable patient experience model.
• How far do we go in ‘delighting the customer’
• Who is the best in PEX today
• What is the best Vietnam PEX model

2:15 pm - 4:00 pm
Saigon Room

Workshop, Case Study

Robin Wong
Robin Wong
Senior Consultant, Architecture, CPG Consultants Pte Ltd, Singapore

Our Patient Experience (PEX) Masterclass brings across the well known providers in the industry who have excelled in the delivery of unsurpassable patient experience. With ‘patient-centric’ now moving to ‘person-centric’ models, the facets of how we deliver memorable and lasting experiences continuously evolve.

4:00 pm - 5:00 pm
Saigon Room

Discussion, Questions & Answers

Robin Wong
Robin Wong
Senior Consultant, Architecture, CPG Consultants Pte Ltd, Singapore

The interactive nature of the Masterclass will enable participants to create a workshop environment and eventually play a role in devising thought processes and design thinking that can be taken as potential practical deployments within their environments.

QUALITY BEYOND ACCREDITATION
April 10, 2020
1:30 pm - 2:15 pm
Hanoi Room

Lecture from the local standard hospital

Dr. Le Nguyen Thuy Khanh
Dr. Le Nguyen Thuy Khanh, MD, PhD
Head of Quality Management Department, UMC

In order to asure hospital quality and patient safety for Ho Chi Minh City University Medical Centre, one of the largest hospital in Vietnam with more than 2 million out-patients, 70,000 in-patients annually, growth 6-10% per year; what did Dr. Khanh and her team do at UMC – a hospital with 2 years continuously achieved highest score out of 83 criteria of Vietnam MOH quality accreditation amongst the group of national hospitals and won the no. 1 in 2019 and aiming to achieve international hospital quality accreditation in the near future. Detail content will be shared through her lecture, a part of the masterclass BEYOND QUALITY ACCREDITATION.

2:15 pm - 3:00 pm
Hanoi Room

Lecture from the Benchmark Accreditation Organization

(Ông) Nguyên Võ
Nguyen Vo
Senior Architect, CPG Vietnam

The Quality and Accreditation Masterclass will be an exciting forum to be disruptive and imaginative in making a change of thought in how we see accreditation today. The Vietnam context of healthcare delivery will be the key focus of discussion, leveraging on local tenets of socialized healthcare and the growing demand for better outcomes as society is more empowered.
We will be exploring amongst others the following
• Why the need for Accreditation or can we build a culture of quality without a certificate
• How does accessibility and affordability work with the perceived high cost of Accreditation
• What kind of accreditation standards does Vietnam need
• What happens after an accreditation audit
• How to choose an accreditation partner

With many countries and regional Quality and Accreditation bodies offering their own unique brand of standards, there is a now a competitive landscape which allows providers to choose which Accreditation would be suitable to drive their organizations ahead.

3:15 pm - 4:00 pm
Hanoi Room

Workshop, Case Study

Robin Wong
Robin Wong
Senior Consultant, Architecture, CPG Consultants Pte Ltd, Singapore

The Quality and Accreditation Masterclass showcases the practices and philosophy of one the world’s esteemed leaders in Healthcare Accreditation. While the entire healthcare industry abuzz on achieving accreditations at a frenzied pace over the last 15 years, there has a philosophical change in how healthcare accreditation is perceived today. To many, accreditation was seen to be a marketing tool, some see it as a true standard of great healthcare delivery and to some it is part of the conformance to market norms.

4:00 pm - 5:00 pm
Hanoi Room

Discussion, Questions & Answers

Robin Wong
Robin Wong
Senior Consultant, Architecture, CPG Consultants Pte Ltd, Singapore

The interactive nature of the Masterclass will enable participants to create a workshop environment and eventually play a role in devising thought processes and design thinking that can be taken as potential practical deployments within their environments.

HEALTHCARE LEADERSHIP
April 10, 2020
1:30 pm - 2:15 pm
Ballroom

Lecture from the Benchmark Leadership Institution

Robin Wong
Robin Wong
Senior Consultant, Architecture, CPG Consultants Pte Ltd, Singapore

The Vietnam perspective of healthcare leadership continues to evolve form traditional administrative functions for more business oriented models that are built on performance and measurable successes. The reality of a leadership fraternity and succession pipeline is a key point to embrace with the immense growth and potential that lies ahead for the country.
This Masterclass will be a great stage for truly exciting discussions and learnings on how to shape the future of Leadership in Vietnam. We will be putting forward some very fundamental issues amongst which will be
• Building the leadership foundation - how to start, where to go, who to pick
• Case studies on great leadership models in healthcare
• What is the ideal profile of a future healthcare leader in Vietnam
• When to start succession planning
• The nameless leader, who is he

2:15 pm - 3:00 pm
Ballroom

Lecture from the Benchmark Leadership Institution

Dr. Dilshaad Ali
Dr. Dilshaad Ali, MD
Group Chief Executive Officer

The evolution from subsidized healthcare models to accountable and value-based healthcare, requires more agility and visionary leaders who can remodel and recreate their organizations into the future.

3:15 pm - 4:00 pm
Ballroom

Workshop, Case Study

Robin Wong
Robin Wong
Senior Consultant, Architecture, CPG Consultants Pte Ltd, Singapore

The Healthcare Leadership Masterclass puts together the perspectives of transformational and sustainable practices from around the world. Healthcare is a complex industry not only focused on outcomes and care streams, but also commercial and financial influences. The is no lack of demand from the leaders of healthcare organization today to excel in all aspects and to address the ever-increasing challenges of running their healthcare programs with a clear and sustainable future.

4:00 pm - 5:00 pm
Ballroom

Discussion, Questions & Answers

Robin Wong
Robin Wong
Senior Consultant, Architecture, CPG Consultants Pte Ltd, Singapore

The interactive nature of the Masterclass will enable participants to create a workshop environment and eventually play a role in devising thought processes and design thinking that can be taken as potential practical deployments within their environments.