VALUE BASED HOSPITAL OF THE YEAR IN ASIA PACIFIC
GLENEAGLES HOSPITAL KUALA LUMPUR
For the second year in a row , Gleneagles Hospital Kuala Lumpur ( GKL ) was recognised as the Value Based Hospital of the Year in the Asia-Pacific , a tremendous honour and source of pride for us . As a patient-centric healthcare institution and a leader in Value-Based Integrated Healthcare , we continue to advocate for patient empowerment which is one of the key themes within the global health and social care strategies of the World Health Organization ( WHO ). We worked tirelessly in 2021 identifying gaps or areas for improvement to ensure that we provided the best level of care to our patients .
Clinical excellence through integrated and value driven initiatives In 2021 , several new digital tools were introduced to keep our clinicians updated with the latest information and knowledge , including Computerised Physician Order Entry ( CPOE ) which prioritises patient safety . GKL is among the first batch of hospitals under IHH Malaysia to implement CPOE . “ We understand how essential it is that , as technology advances , our clinicians and healthcare practitioners are equipped with the latest knowledge to provide the best level of skill and care for our patients ,” said Ms Hoo Ling Lee , Gleneagles Hospital Kuala Lumpur ’ s CEO .
A great source of pride for GKL has been the data received for our Value Driven Outcome ( VDO ) initiatives which indicate that patients in GKL received the best clinical outcomes in the areas of Colonoscopy and Percu-
Ms Linda Leong Miao Ling , Ms Anita Victor , and Ms Hoo Ling Lee
taneous Coronary Intervention as we either met or exceeded international benchmarks .
Service excellence through patient satisfaction Patients are at the centre of all we do , which is why we adopt the 5-Ups Service module of Stand Up , Suit Up , Speak Up , Stay Up , and Step Up . We actively encourage all employees to exceed the expectations of our patients , family members , and visitors in terms of service provision and in turn recognise outstanding employees every quarter via our “ Tell Me A Story ” channel as well as via Online Customer Feedback . 5-Ups Service training also equips everyone with the skills to keep up with the service standard . “ We consistently instill and nurture within our employees the values of compassion , empathy , sympathy , and competence and provide recognition of their efforts as motivation for them to continuously provide excellent services ,” said Ms Hoo .
In December 2021 , GKL successfully launched the MyHealth360 app which allows patients to make real-time appointments with their preferred specialist and get instant access to their medical , lab , and radiology reports . Ms Hoo reiterated , “ We believe MyHealth360 is one of the key drivers that will enhance patient satisfaction as they have more control over their healthcare needs .”
Investment in advanced medical technologies In 2021 , GKL invested a total of RM40 million ( US $ 8.4 million ) in Capital Expenditures , which included the purchase of new machinery and equipment , upgrading and implementation of IT projects , and refurbishment and renovation of our wards . Some of the state-of-the-art equipment we acquired includes the Curve Navigation Image Guided System , the Zeiss Kinevo 900 Neuro Microscope - the first innovative Robotic Visualisation System , the Orthopaedic Camera System , the latest Radiotherapy with Elekta Versa HD , and the Dual Source Computed Tomography Scan . In addition , we upgraded our existing Gamma Knife Radiosurgery , enabling us to treat more than 590 patients so far . We also expanded our Cardiology Department and refurbished our Oncology , Medical , and Surgical wards . All of this helps ensure our patients experience excellent healthcare with us .
136 SEPTEMBER 2022 GlobalHealthAsiaPacific . com