creating a better future: think big, dig deep, start small ...creating a better future: think big,...
TRANSCRIPT
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Creating A Better Future: Think Big, Dig Deep, Start Small, Act Fast
Hong Kong Hospital Authority Convention 3 May 2016
Liak Teng Lit Group Chief Executive Officer
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Agenda
• Hong Kong - Singapore Comparison
• Self introduction
• Khoo Teck Puat Hospital experience
• Preparing for the future
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Area (sq km) 1105.7 719.1 Population (‘000) 7,324.3 5,535.0 Population growth (%) 0.8 1.2 Median age (yr) 43.6 40.7 Literacy rate (%) 93.5 96.8 GDP per capita (PPP) 57,000 85,700 Life expectancy at birth (yr)
82.86 82.8
Infant mortality rate (per 1000 live-births)
1.3 1.7
Hong Kong Singapore
Hong Kong - Singapore Comparison
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Regional Health
Systems in Singapore
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Components of Alexandra Health System
KTPH
Yishun Community
Hospital
Day Rehab, Day Care, Home
Care, Community
Homes
Nursing Home & Others
Polyclinics, GPs
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Singapore General Hospital (1978)
Pharmaceutical Dept (1977)
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National University Hospital (1985)
Kandang Kerbau Hospital (1989)
Singapore General Hospital (1991)
Toa Payoh Hospital (1992)
Changi General Hospital (1996)
Alexandra Hospital (2000)
Khoo Teck Puat Hospital (2010)
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“I posed the challenge to the AH rebuilding team: build a hospital… designed with patients unambiguously at the centre of the focus, with technology fully exploited for the benefit and convenience of patients…. It will be a hospital which is well linked… and to which the patients can be transferred seamlessly… It will be a hassle-free hospital.”
- Mr Khaw Boon Wan Minister for Health Parliamentary Debate 17 March 2004
“Hassle-Free Hospital”
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November 2006
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Challenges To Architects (2004)
• Award winning reference site
• WOW for patients, visitors and staff
• Criticized by small-minded critics
• Reasonable cost
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Design Considerations
• Fully integrated with neighbourhood
• Ease of way finding
• Logical clustering of services
• Economy of scale /Diseconomy of scale
• Tropical design
• Healing environment
• Energy efficiency
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TOWN
GARDEN
MR
T
SAFRA
YIS
HU
N A
VEN
UE
2
YISHUN
YISHUN YISHUN
PARK
YISHUN
POND
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• What will patients see, feel, smell … when they enter the hospital 5 years from now ?
• What services, facilities will we offer? • Who are the 5 key leaders?
Visualization
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Finding The New Breakthrough
Learn from everyone
Follow no one
Look for pattern
Work like hell
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Kameda Medical Center
Sportsplex Japan Oume Keiyu Hospital
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El Camino Hospital
Sutter Health Sacramento
Latter-Day Saints (LDS) Hospital
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Star Cruise
Shopping Centres 18
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Nursing Homes
Singapore Management University
Temple
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Shangri-La Hotel
Singapore Botanic Gardens
Cheonggyecheon Restoration Project, Korea
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Focal Group Discussion
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Patients’ Definition of A Good Hospital
• Respect patient’s dignity • Provide Information • Facilitate access to integrated care and services • Deliver consistent, good quality care and services • Provide cost effective care
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Make Visual the Patient Process Flow
Designing The Patient Flow
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“Touching Lives, Pioneering Care, Making A Difference.” - Dr James Low, Senior Consultant, Geriatric Medicine
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Intensive Care Unit
Wards
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Specialist Outpatient Clinics
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Yishun Pond (Before) Yishun Pond Rejuvenated
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Delivering Quality Care & Services
• People
• Flow
• Touch point
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First get the right people on the bus (and the wrong people off the bus) and then figure out where to go.
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• Define value precisely
• Go and see for yourself (Genchi Genbutsu)
• Remove muda (waste)
• Continuous flow process
• Kaizen (continuous incremental improvement) and Kaikaku (radical improvement)
• Pull (rather than push) production
• Aim for perfection
Toyota Production System
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Better, Faster, Cheaper & Safer
Diagnose, Advise, Treat
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Toyota Car Bodycare Centre 35
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Managing Touch Points
Day Surgery
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Design Thinking
• Human-centred approach
• Deep dive
• Extreme user
• Divergent convergent
• Visual thinking
• Rapid prototyping
• Fail early, fail often
• Enough is enough (dateline)
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Quality Improvement Is Everyone’s Effort
• Individual’s initiative (I see, I do)
• Group Initiative (We see, we do)
• Staff Suggestion Scheme (I see, I recommend)
• Quality Circles (Plan, do, check, act)
• Six Sigma (Define, measure, analyse, improve, control)
• Task Forces (Conceptualise new ways of adding values)
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Silent clock Anti-slam device
Message Board Floral Headboard
Electronic Patient Locator
Ideas From Staff & Patients
Ergonomic Food Tray Night Light
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A Bias For Action
“Take small steps in rapid succession.” - Mr Khaw Boon Wan
Former Minister for Health
Think, think, do, think, do, think, do ….. (not paralysis through analysis)
Fast, temperamental horses, not slow docile mule
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Ministry of Health – Patient Satisfaction Survey 2014
Overall Satisfaction
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Economics 101
• Subsidy (and insurance) lead to over demand
• More subsidy lead to more over demand
Bed crunch @ public hospitals Economic collapse of nations
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KTPH - The Constipated Lobster
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• Clinics, hospitals • Home Care Services • Nursing Homes
• Vaccination • Public Health Education • School Health • Workplace Health Promotion
Episodic Compartmentalised “Illness” Care
of Body Parts
Pre-illness Illness Post-illness
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I-shaped super sub-
specialist
T-shaped “real” doctor
Good Doctor
Good Specialist
Good Sub-specialist
“First be a good doctor, then a good specialist. Only after that, a good sub-specialist.”
Prof C Rajasoorya Senior Consultant Dept of Medicine
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Pre-illness Illness Post-illness
Health Maintenance • Vaccination • Public Health Education • Health Screening • Workplace Health promotion
Illness Care • Cost effective, efficient care - systems processes - clinical pathways
Health Recovery • Skills-for-life • Homecare support • Follow-up support
Head-to-Toe Lifelong Anticipatory
Healthcare of Whole Person
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Well Healthy ( 30%)
Well Unhealthy ( 40%)
Unwell Unhealthy
(Salvageable) (25%)
Unwell Unhealthy (Hopeless)
(5%)
Population Health Acute Care and Chronic Disease Management
Ageing in Place
Wellness Centre/Community Clinic/Hospital Nursing Home/Home
Frail and Dying
(1 -2%)
Pre-illness Illness Post-illness
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Healthcare Needs of Patients
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Woodlands General Hospital
Cruise Medicine (Value-added Process)
Slow Medicine (Humanistic Medicine)
Fast Medicine (Solution Shop)
Woodlands Community Hospital
Yishun Community Hospital Khoo Teck Puat Hospital Admiralty Medical Centre
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Yishun Community Hospital (2015)
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Admiralty Medical Centre (2017)
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Woodlands Integrated Health Campus
(2022)
• Acute care general hospital
• Community hospital
• Nursing home
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Green
Blue
Brown
Health
Grey
Pink
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Population Health
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Wellness Centre, Neighbourhood Hub
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Sembawang Primary Care Centre (2020)
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The Looming Silver Tsunami 2030
• 1 in 5 above 65
• 1 in 10 above 80
• 1 in 20 with moderate to severe disabilities
• 30% of households with single individual
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The Four Ways We Die
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76 60 70
Good
83
With moderate activity limitation
With severe activity limitation
Without activity limitation
Not So Good Horrible Now
To Be Good Not So Good Horrible
60 75 82 84
Cope Well Age Well Die Well
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“Perfect” Hospital vs “Imperfect”Home
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Can he cope well with the care of his wife?
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Teleconsultation
The Third Door
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Enabling Ageing and Dying In Place (for Frail individuals in the community)
• Support caring of bedridden patients in their own homes
• Neighbourhood nurse service
• Lay carers service
• Home nursing service
• Virtual specialist clinic
• Other commercial / VWO partners
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Care Setting For The Frail and Dying
General Hospital
Rehab Hospital
Hospice/Palliative Care
6
FTE/Patient :
2.2 0.45 0.1 0.02
Destitute Home
Nursing Homes
Assisted Living
Homes
Group Home
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End of Life Discussion
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