�Main Conference: 5 – 6 December 2018

�Pre-Conference Workshops: 4 December 2018

�Post-Conference Workshops: 7 December 2018

�Venue: Grand Copthorne Waterfront

Hotel, Singapore

Sumit PuriChief Information Officer

Max Healthcare

Irene ChanDirector of Corporate

Planning & Office of Patient Experience,

KK Women’s & Children’s Hospital

Santosh MaratheChief Operating Officer

Apollo Hospitals

Junaid Bajwa Global Lead for Strategic Alliances, Digital

Centre of Excellence, Merck Sharpe and Dohme

Dr. Timothy LowBoard of Directors

Farrer Park Hospital

Carolyn HallHead of Global Patient

ConnectivityAbbott

Tamsin Greulich-SmithChief, Smart Health Leadership Centre

National University of Singapore

Dr Hemant Singh BhadauriaAssociate Director

- Oncology, Medical Affairs Astellas Pharma

SPEAKERS INCLUDE

INNOVATING PATIENT INTERACTIONS & CARE IN THE DIGITAL AGE

T: +65 6722 9388 F: +65 6722 9397 E: enquiry@iqpc.com.sg W: https://patientexperienceasia.iqpc.com/

Learn how you can design an outstanding patient-

centric experience for the healthcare industry

Find out how you can accelerate digitalisation in healthcare to transform

patient experience

Leverage design-thinking and cognitive technologies

to enhance patient interactions

Unlock the power of a seamless omni-channel

patient engagement strategy including mobile,

social, in-person treatment and more

Network and exchange best practices with Asia’s healthcare leaders from

hospitals, pharmaceuticals and insurance on delivering next-generation healthcare

WHY ATTEND

Media Partners: Reasearched & developed by:

Discover how you can empower patient-centric

operations through automation and culture

change

T: +65 6722 9388 F: +65 6722 9397 E: enquiry@iqpc.com.sg W: https://patientexperienceasia.iqpc.com/

Dear Colleagues,

We are now in a connected age. Access to healthcare information is now widely available and this has drastically influence how modern patients perceive, engage and consume healthcare products and services.

In order to meet patients’ evolving expectations, healthcare providers and pharmaceutical companies are fast recognising the importance of patient centricity in their organisational roadmap. Join our inaugural Patient Experience Asia Summit on 5 – 6 December 2018 to uncover how you can drive first-class patient experience and revolutionise patient interactions in the new digital landscape.

The event will gather the region’s top healthcare leaders to share best practices on structuring effective voice of patient programs, leveraging AI for predictive treatments, establishing an omnichannel presence for your digital patients, automating and digitising operations to drive service excellence, patient journey mapping and more!

Sincerely,

Angelia LeeConference ProducerPatient Experience Asia Summit

Alvin Lum Senior Registrar, De-partment of Surgery, The Ministry of Health Malaysia

Santosh Marathe Chief Operating Officer, Apollo Hospitals

Irene Chan Director, Office of Patient Experience and Office of Strategy ManagementKK Women’s & Children’s Hospital

Michael Alzona Director, Patient Engagement Lead MSD

Tamsin Greulich-SmithChief, Smart Health Leadership CentreNational University of Singapore

Sumit Puri Chief Information Officer Max Healthcare

Dr. Shailendra Ba-jpaiHead of Disease Management & Stakeholder Engagement, Diabetes & CV Emerging MarketsSanofi

Junaid Bajwa Global Lead for Strategic Alliances, Digital Centre of Excellence Merck Sharpe andDohme

Dr Hemant Singh Bhadauria Associate Director - Oncology, Med-ical AffairsAstellas Pharma

Dr. Timothy LowBoard of DirectorsFarrer Park Hospital

Carolyn HallHead of Global Patient Con-nectivityAbbott

Dr. Susanne WeissbaeckerGlobal Head of Access to Medicines Takeda

Miriam BrofmanDirector, Patient Services and RelationsUnited Family Healthcare

MEET THE SPEAKERS

• Patient Experience/ Customer Experience• Patient Engagement/ Patient Advocacy• Strategy/ Transformation/ Innovation• IT/ Digital Transformation• Operations/ Process Excellence• Medical Directors/ Medical Affairs• Patient Services/ Patient Care• Patient Safety/ Drug Safety• Quality Services/ Quality Improvements• Health Informatics/ Data Analytics• mHealth/ Telehealth

Senior executives involved in:WHO WILL ATTEND

4 FEATURED WORKSHOPSPatient Journey Mapping: Rapid Solution Ideation

Digital Transformation 101 for Healthcare

Capturing Feedback to Improve Patient Experience

Utilising Data Analytics to Improve Transparency & Patient Interactions

A

C

B

D

T: +65 6722 9388 F: +65 6722 9397 E: enquiry@iqpc.com.sg W: https://patientexperienceasia.iqpc.com/

CONFERENCE DAY ONEWednesday, 5 December 2018

08:00 REGISTRATION & COFFEE

09:00 OPENING REMARKS FROM THE CHAIRMAN

PATIENT EXPERIENCE EXCELLENCE ROADMAP

09:10 Delivering Next Generation Patient Experience in Asia

• Mastering the modern patient journey: Understanding evolving patient expectations and preferences in the digital age

• Harnessing the power of people and technology to drive quality, transformative patient experience

• Revolutionising healthcare delivery with innovative partnerships and programs

Panelists: Dr. Timothy Low Board of Directors, Farrer Park Hospital

Carolyn Hall Head of Global Patient Connectivity, Abbott

Dr. Susanne Weissbaecker Global Head of Access to , Medicines Takeda

09:55 Redesigning Healthcare Delivery with an Agile IT Operating Model

• Developing robust infrastructure to facilitate healthcare innovation and patient-centric business growth

• Streamlining and automating processes and IT operations to improve patient safety, customer experience and operational excellence

• The importance of synchronising people, processes and technologies to effect positive healthcare outcomes

Sumit Puri Chief Information Officer, Max Healthcare

10:35 Speed Networking & Morning Refreshment Break

DIGITALISATION IN HEALTHCARE

11:20 Harnessing the Benefits of Digitalisation to Drive Disruptive Innovations in Healthcare

• Aligning your digitisalisation roadmap with healthcare vision and goals

• Building an agile digital healthcare ecosystem to enable next generation healthcare delivery

• Structuring a digital business strategy for transforming patient care, quality and engagement

Panelists: Sumit Puri Chief Information Officer, Max Healthcare

12:05 Building A Centralised Patient Data System for Unified Operations Management

• The importance of single view in empowering healthcare decisions and for enhancing customer relationship management

• Redesigning processes and workflow to transform healthcare operations

• Improving productivity and achieving efficiency gains through data blending

Santosh Marathe Chief Operating Officer, Apollo Hospitals

12:45 Lunch

ROUNDTABLE DISCUSSION (2 Rotations @ 45 Minutes Each)

Structured to maximise interaction and in-depth focus on a topical subject matter, attendees will have the

opportunity to participate in two roundtable sessions of their choice, which has close relevance to their area of

expertise or scope of responsibility

13:45 A: Digitising and Automating Operations for Enhanced Efficiency

B: Monetising Data: The New Currency in

Healthcare

C: Driving a Patient-Centric Culture across the Organisation

15:15 Afternoon Refreshment Break

DATA-DRIVEN PERSONALISATION

15:45 Harnessing AI and Machine Learning to Transform Healthcare

• Exploring AI applications across the continuum of care

• Utilising AI to improve health behaviours and health outcomes

• Overcoming barriers to starting your AI healthcare journey and how to integrate humans and machines for the best outcomes

Tamsin Greulich-Smith Chief, Smart Health Leadership Centre, National University of Singapore

16:25 Unlocking Predictive Healthcare with Data Analytics

• Leveraging on patient-generated health data to derive accuracy on patient’s condition

• Using predictive analytics for early intervention and preventive healthcare

• Improving patient outcomes by matching, optimising and personalising treatment programs

Junaid Bajwa Global Lead for Strategic Alliances, Digital Centre of

Excellence, Merck 17:05 CHAIRMAN’S CLOSING REMARKS & END OF DAY ONE

PAN

ELPA

NEL

T: +65 6722 9388 F: +65 6722 9397 E: enquiry@iqpc.com.sg W: https://patientexperienceasia.iqpc.com/

CONFERENCE DAY TWOThursday, 6 December 2018

08:15 REGISTRATION & COFFEE

09:00 OPENING REMARKS FROM THE CHAIRMAN

PATIENT-CENTRIC TRANSFORMATION

09:10 Achieving Impactful Health Outcomes with Patient Centricity

• 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

09:45 The Pharma Perspective: Developing Strategic Alliances to Improve Patient Experience

• 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,

MSD

10:20 Speed Networking & Morning Refreshment Break

PATIENT INSIGHTS & ENGAGEMENT

11:00 Capturing Voice-of-Patients to Improve Outcomes • Create solutions through collecting insights and

understand what matters to the patients • Involving patients to shape wellness and

disease management programs for desired patient outcomes

• Empower patients to play an active role in their healthcare journey

Dr. Shailendra Bajpai Head of Disease Management & Stakeholder

Engagement, Diabetes & CV Emerging Markets Sanofi

11:35 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 Lunch

ROUNDTABLE DISCUSSION (2 Rotations @ 45 Minutes Each)

Structured to maximise interaction and in-depth focus on a topical subject matter, attendees will have the opportunity to participate in two roundtable sessions of their choice, which has close relevance to their area of expertise or

scope of responsibility

13:30 A: Deploying a Mobile-First Patient Engagement Strategy

B: Tools and Technologies to Empower Self-Care

C: Co-Creating Patient Experience

15:00 Afternoon Refreshment Break

HUMANISING HEALTHCARE

15:30 A Bottom-Up Approach to Delivering Patient Experience

• Understand how clinicians are effecting changes in patient experience

• Key differences 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

16:05 Keeping Team Members Engaged and Happy – Lessons from the Field

• 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 and Relations United Family Healthcare

16:40 Building Genuine Connections along the Patient Journey

• 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 and resolve

Dr Hemant Singh Bhadauria Associate Director - Oncology, Medical Affairs Astellas Pharma

17:15 CHAIRMAN’S CLOSING REMARKS & END OF DAY TWO

PAN

EL

T: +65 6722 9388 F: +65 6722 9397 E: enquiry@iqpc.com.sg W: https://patientexperienceasia.iqpc.com/

WORKSHOPS

A

D

B

C

Pre-Conference Workshop

Post-Conference Workshop

Pre-Conference Workshop

Post-Conference Workshop

Tuesday, 4 December 20189AM - 12PM

Friday, 7 December 20189AM - 12PM

Tuesday, 4 December 20181PM - 4PM

Friday, 7 December 20181PM - 4PM

Patient Journey Mapping: Rapid Solution Ideation• Evaluating differences in expectations, needs and

preferences for different patient profiles• Outlining patient touch points in every stages of the

care journey to identify areas for improvements• Leveraging design thinking to develop relevant and

personalised experience

Junaid BajwaGlobal Lead for Strategic Alliances, Digital Centre of Excellence, Merck Sharpe and Dohme

Digital Transformation 101 for Healthcare • Building digital capabilities to innovate healthcare

delivery: How to develop your roadmap• Areas of back-office transformation to drive

operational excellence including workflow automation, digitizing records and more

• Optimising patient interactions in a connected world: Evaluating the need for digital channels, how to personalise engagement and more

Sumit PuriChief Information OfficerMax Healthcare

Capturing Feedback to Improve Patient Experience• How to effectively capture and measure patients’

feedback across channels• Integrating findings and insights into care delivery to

drive healthcare outcomes• Working closely with patient advocacy groups to

design exceptional patient experience

Miriam BrofmanDirector, Patient Services and RelationsUnited Family Healthcare

Utilising Data Analytics to Improve Transparency & Patient Interactions • The role of data analytics in delivering quality care,

increased transparency and potential decrease in healthcare costs

• How to derive the right data to enhance your patients’ journey and decision making

• Translating analytics’ value into actionable insights to improve diagnostics and personalise treatment

T: +65 6722 9388 F: +65 6722 9397 E: enquiry@iqpc.com.sg W: https://patientexperienceasia.iqpc.com/

SPONSORSHIP OPPORTUNITIES

Patient Experience Asia Summit will gather decision-makers and influencers from across the healthcare ecosystem to explore innovations and effective strategies on delivering next-generation patient experience. At a time when they are actively assessing solutions, now is your chance to meet them exclusively in one location.

If you provide the following research, technologies or services, do not miss this unrivalled opportunity to network and showcase your thought leadership!

• Patient Experience Design• Customer Relationship Management• Digital/ Mobile Patient Support• Omni Solutions • Patient Experience Training, Coaching

& Education

• Patient Comfort & Accessories• Patient Engagement Tools• Patient Workflow Services & Solutions• Employee Engagement• Patient Records Management

• Data & Healthcare Analytics• Healthcare & Medical Technology• Telehealth/ eHealth/ mHealth

PARTNER WITH US THROUGH THESE PACKAGES AND INVOLVEMENT FORMATS TO:

CONTACT USWith deliberately limited sponsorship opportunities, this event ensures an optimal buyer-to-seller ratio that guarantees

dedicated engagement time with end-user companies in attendance.

Contact us on +65 6722 9388 or sponsorship@iqpc.com.sg to explore customised packages that can help achieve your business objectives and accelerate your sales cycle.

EXHIBIT YOUR SOLUTIONS Book an exhibition space to showcase your solutions and to enhance your presence

ESTABLISH INDUSTRY GOODWILL Gain exposure with prospects through extensive corporate branding and profiling at the event

Available opportunities:• Lunch session sponsor • Networking break sponsor • Cocktail reception sponsor

DEMONSTRATE THOUGHT LEADERSHIP Share your expertise and client’s success stories with Asia’s top executives in hospitals and healthcare

Available opportunities:• Speaking• Interactive roundtable moderation • Panel moderation

NETWORK AND MAXIMISE LEAD GENERATION Empower yourself through targeted interactions with key prospects to optimise your networking ROI

Available opportunities:• Private client lunch • Client introductions and business

matching