Gleneagles Hospital Kuala Lumpur ( GKL ) is one of Malaysia ’ s premier private healthcare providers . A subsidiary of IHH Healthcare , GKL has earned accreditation from both the Malaysian Society for Quality in Health ( MSQH ) and the Joint Commission International ( JCI ). Despite a challenging year , GKL has demonstrated resilience and continued to provide service excellence . “ It ’ s a humbling experience to win this award , and we are honoured by this recognition particularly as we weathered many obstacles with COVID-19 , numerous movement control orders , and continued strains on the healthcare industry in 2021 ,” said Ms Hoo Ling Lee , CEO of GKL .

A patient-centric hospital : Thriving through obstacles GKL ’ s growth has been on an upward trend despite a turbulent 2021 , recording healthy growth last year according to the latest data . “ This growth was made possible by the outstanding work our staff has done in the areas of Clinical Excellence , Service Excellence , the introduction of new services , and continuous growth in capital expenditures and technology ,” said Ms Hoo .

Introducing new services , continued clinical and service excellence We believe that new medical technologies are crucial for continued patient care . Thus , in 2021 , we introduced a range of new technologies and procedures in our Cardiology Department , including Cardiovascular Magnetic Resonance Imaging and the Cardiac CT Coronary Angiogram .

Ms Linda Leong Miao Ling , Dr . Kelvin Lim , Dr . Lim Wye Keat , and Ms Hoo Ling Lee

Another proud achievement is our clinical pathways , also known as Value Driven Outcome ( VDO ) initiatives , which track a patient ’ s clinical outcomes from pre-procedure and intraprocedure to post-procedure . There are a total of 50 clinical indicators in the Departments of Gastroenterology , Cardiology , Orthopaedics , Obstetrics , and Gynaecology that are tracked and benchmarked against world-class standards . Our commitment to service excellence with the 5-Ups Service module is also a pivotal component to maintaining our standards as we believe the human touch has the ability to heal .

Digitalisation and mobile health The pandemic brought about an acceleration in digitalisation which has proven to be a valuable element in healthcare , particularly during movement restrictions . We launched our e-Health platform at the height of the pandemic in 2020 and have continued upgrading it to ensure our patients can virtually connect with their specialists without leaving their homes . Our MYHealth360 Mobile App was also designed for patients to take charge of

their healthcare , allowing their hospital experience to be seamless and efficient .

We also began implementing Computerised Physician Order Entry ( CPOE ) as another layer for patient safety which includes improving efficiency in the ordering process and reducing human errors . The Imaging , Rehabilitation , and Pharmacy Departments were the first to roll out the programme and have reported improved operational efficiency and patient care delivery .

Quality care and social responsibility despite the pandemic Throughout the pandemic , GKL helped ease pressure on the Malaysian public healthcare system by accepting non- COVID-19 patients from government facilities .

We also collaborated with the Malaysia Healthcare Travel Council ( MHTC ) to ensure medical tourists could visit our hospital and receive treatment despite border closures . Across all IHH Healthcare Malaysia hospitals , GKL recorded the highest number of medical tourists from Indonesia in 2021 , with the most popular treatments sought being in Paediatric Cardiology and Oncology .

As a responsible organisation , GKL has initiated a number of food waste management initiatives , such as diverting food waste from landfills , converting it to compost / biodiesel , and then channeling it to the correct agencies . “ With proper planning and mutual cooperation from both patients and staff , we can reduce food waste while still providing quality service ,” concluded Ms Hoo .

C

M

Y

CM

MY

CY

CMY

K