Global Health Asia-Pacific Best Hospitals Awards 2021 - Page 88



At Gleneagles Hospital Kuala Lumpur , we pride ourselves on adhering to the principles of quality management and continuous quality improvement , which are carried out by identifying the needs of patients at every touch point of their journey . The accreditation received from the Joint Commission International ( JCI ) and Malaysia Society for Quality in Health ( MSQH ), both coveted benchmarks for hospital quality and patient safety standards , is the best testament .
As a prestigious and established private healthcare provider in Malaysia , we have undertaken great strides to manifest our core values into service excellence through several efforts that span outpatient and inpatient services , ease of communication and clinical and operational excellence .
“ With us , treatment and recovery go far beyond medicine and procedures . Instead , we combine cutting-edge medicine with a 5-star hospitality culture and focus on empathy , end-to-end care , and a world class team . We ensure that along with clinical leadership , our professional team is regularly trained in their specialised area , keeping them up to date on the latest trends and innovations in healthcare ,” said Ms Hoo Ling Lee , Gleneagles Hospital Kuala Lumpur ’ s CEO , on receiving this year ’ s Global Health Asia-Pacific award for Value-Based Hospital of the Year in the Asia-Pacific .
Recent market trends including increased healthcare cost , government policies on drugs price control , pressure from payors on hospital bills and competition amongst private hospitals , all point towards the public and patient being focused more on value – in this sense not only on the cost that they pay , but also the quality of care that they receive .
The team at Gleneagles Hospital Kuala Lumpur
Clinical excellence through value driven outcome ( VDO ) initiatives “ To improve the value of our healthcare services from a clinical excellence perspective , we conducted pilot projects that monitored quality outcome indicators from pre-procedure , intra-procedure and post-procedure touch points . In year 2020 , we conducted a pilot study to analyze the full patient journey aimed to understand the value chain consisting of patient experience , treatment procedure and recovery journey in fields of cardiology , gastroenterology and orthopaedics , which will later expand into oncology in time to come , according to Ms Hoo .
Service excellence through engagement On the service excellence aspect , the hospital focused on engagement with every stakeholder internally from staff at registration counter , triage , nurses , diagnostic laboratory personnel , consultant specialists and pharmacists . This strategy aimed to identify gaps in existing processes , allowing us to improve the delivery of care . Additionally , all patient experiences are tracked and monitored via data collection and surveys conducted , ensuring constant improvement on our end . This combination of both clinical excellence and service excellence ensures the patient receives the best possible care from Gleneagles Hospital Kuala Lumpur .
“ Being in the healthcare industry , we recognise standard of services is a significant value-added component that plays an important part of the care that the patient receives . Thus , Gleneagles Hospital Kuala Lumpur adopted the 5-Ups service value training , tailored specifically to healthcare services which follows the Stand Up , Suit Up , Speak Up , Stay Up and Step Up principles ,” explained Ms Hoo .
At the height of the pandemic , Gleneagles Hospital Kuala Lumpur developed an initiative to ensure additional regular communication was available for international patient via eHealthChat and eHealthConsult . eHealth Chat provided patients with a FREE 10-minute conversation via video or phone call with your selected doctor regarding general wellness and advice while eHealth Consult is for patients requiring follow-up consultations with their doctor .
86 NOVEMBER 2021 GlobalHealthAsiaPacific . com