Since being appointed President and Managing Director of KPJ Healthcare Bhd in September 2023, Chin Keat Chyuan says his journey has been profound, especially in his engagements with hospitals and clinicians across Malaysia.

He says these engagements have provided him with invaluable insights in gaining a deeper understanding of KPJ Healthcare’s operations, helping him to identify the challenges and potential growth areas.

“Interestingly, you encounter different views everywhere you go, but one thing is certain — there is an overwhelming consensus that we must be patient-centric in everything we do. Patients’ needs are at the centre of all decisions.

“This has been KPJ Healthcare’s philosophy for years with its Care for Life purpose. However, since I am now leading the team, I intend to ensure that we strengthen how we care for our patients, especially in their experience with our hospital and the clinical outcomes we deliver daily to them,” says Chin.

While the patient has always been central to KPJ Healthcare’s operations over the past four decades, Chin aims to expand and refine the group’s definition of patient-centricity, especially within the current context of an increasingly digital landscape.

He points out that it is no longer just about the initial patient encounter. It extends beyond that, as KPJ Healthcare aims to elevate the patient experience at every possible touchpoint. This requires a comprehensive evaluation of patient care, understanding patient experiences and expectations, and empowering staff with the expertise to deliver exceptional care.

Besides that, the group is also investing in technology to enhance patient engagement and clinical outcomes, and ensuring that its consultants’ practices are aligned with the industry’s best standards.

“All these aspects have been meticulously laid out in our strategic plan, and we are set to implement these initiatives in a phased approach. I am not at liberty to say much now. Suffice it to say, we have some exciting plans that will be announced in due course,” says Chin.

He emphasises that it is pertinent for the group to align its operations with the current times, with a transformative mindset shift across its business strategies, operational processes and workforce.

“Specifically, I emphasise four key areas: business, process, people and sustainability. Through this approach, I aim to foster sustainable growth, instil a high-performance culture and enhance competitiveness, all while maintaining strict adherence to compliance,” explains Chin.

Under Chin’s leadership, KPJ Healthcare plans to enhance its revenue and optimise its costs, guided by the group’s Care for Life purpose and its mandate of delivering value to its patients.

The group aims to establish Centres of Excellence as a new source of growth, as opening more beds would allow the group to attend to patients in need, significantly minimising, if not eliminating, waiting periods.

Chin hints at new and improved packages to ensure patients receive enhanced value for their sought-after treatments.

Regarding cost reduction, KPJ Healthcare is looking to streamline its internal processes to enhance efficiency across its network of hospitals by identifying and addressing operational gaps.

“We aim to maximise the productivity of our assets across our 29 hospitals. For instance, cultivating a culture of cross-referrals within our hospitals is paramount, ensuring patients receive the best possible experience and clinical outcomes,” says Chin.

Several areas have been identified for process improvement, with the group exploring ways to enhance its back-end processes during patient discharge to reduce turnaround times significantly.

In a strategic move, KPJ Healthcare is set to enhance its position in the health tourism sector to bolster its contributions to the group’s revenue.

“The market in 2023 alone is more than RM2 billion and is expected to grow bigger in the next few years. KPJ Healthcare is gearing up to be a major player in the country, and we are aiming for double-digit growth,” says Chin.

He adds that the resource allocation for health tourism marketing has significantly increased, with KPJ Healthcare recruiting health tourism experts to strengthen its team as a start.

Recognising Indonesia as a vital market, Chin aims to implement targeted marketing initiatives at an increased frequency there.

“Based on a more structured implementation plan, our Indonesian market is now geographically categorised into different tiers for efficient marketing allocation,” he says.

While remaining razor-focused on Indonesia, KPJ Healthcare will also look at other countries to establish a niche presence or strengthen its current position.

“Our marketing efforts must translate into patient conversions, with our patient-centric Care for Life purpose as the main driving force for this,” he explains.

KPJ Healthcare is actively pursuing digital transformation, enhancing patient care and operational efficiency across its 29 hospitals. It involves strengthening its IT infrastructure, innovating its smart digital hospital programmes and becoming a data-centric organisation.

The group’s electronic medical record (EMR) project, its largest single project in the country, is slated for implementation later this year, providing one-patient, one-record capabilities as well as acting as the foundation layer of KPJ Healthcare’s digitalisation strategy.

“A noteworthy milestone was reached with the introduction of Malaysia’s first 5G-enabled VSI Holomedicine recently at our Damansara Specialist Hospital 2, which is our flagship hospital. In collaboration with apoQlar, this venture saw medical mixed reality research, utilising technology to enhance surgical planning, patient education and medical training,” says Chin.

Moreover, the group’s digitisation efforts cover supply chain management, workflow optimisation, personnel training and development, and fostering strategic collaborations to ensure KPJ Healthcare remains at the forefront of healthcare digital advancements, further highlighting its commitment to a patient-centric approach.

The group recognises its role in promoting societal well-being and environmental obligations, with its Sustainability Framework guiding sustainable and responsible operations.

This plan includes KPJ Healthcare’s three-year decarbonisation roadmap, which outlines its strategy to reduce greenhouse gas emissions, increase renewable energy utilisation and optimise energy efficiency.

“At our facilities, we are actively implementing practical measures. From adopting energy-efficient chillers to implementing intelligent air conditioning scheduling systems, we aim to achieve a 25% reduction in greenhouse gas emissions and a 10% increase in renewable energy usage by 2025.

“We are also installing rooftop solar panels and collaborating with government initiatives such as the Green Electricity Tariff (GET) programme and the recent National Energy Transition Roadmap (NETR). These steps underscore our dedication to reduce our environmental impact,” says Chin.

He adds that the group is also developing a comprehensive waste management policy and framework.

Going beyond environmental concerns, KPJ Healthcare empowers its employees and promotes equality via its policies, reflecting its commitment to its workforce.

At the same time, initiatives like the Klinik Waqaf An-Nur (KWAN) mobile clinics and health education campaigns demonstrate the group’s dedication to improving the lives of community members.

“These efforts are not just initiatives — they are ingrained in our core values and objectives. We are resolute in our pursuit of a sustainable future, where healthcare excellence, community well-being and environmental responsibility go hand in hand,” highlights Chin.

Looking ahead, Chin sees the future of healthcare hinging on technological advancement, particularly solutions and innovations that are driven by artificial intelligence (AI) such as precision medicine.

He believes that for healthcare to evolve, professionals must quickly adopt these emerging technologies, which range from telemedicine to wearable devices for real-time health monitoring, to ensure personalised and effective patient care.

“I feel all of us need to harness the power of AI to make personalised care an integral part of our organisational DNA — again, all to ensure the best patient outcomes. Private-sector healthcare providers must spearhead the forthcoming transformation,” says Chin.

He adds that he has challenged the team at KPJ Healthcare to envision a more efficient healthcare system by integrating advanced technologies, promoting preventive healthcare and enhancing patient-centred care while also addressing disparities in healthcare access and outcomes.

“With my team aligned on the path forward, we are committed to the ambitious goal of transforming KPJ into a healthcare entity that fully embraces cutting-edge technologies, including AI, VR (virtual reality), wearable tech, robotics, telemedicine and personalised treatment plans.

“Our aim is to achieve industry-leading clinical outcomes and service excellence, earning global brand recognition,” he says.

For more information, visit KPJ Healthcare’s official website at www.kpjhealth.com.my