CIO50 2019: #16 Linus Tham, Parkway Group Healthcare
As Group Chief Information Officer, Linus Tham has implemented three core innovation projects during the past two years to ensure Parkway Group Healthcare remains as one of the leading healthcare providers in Asia.
In Singapore, all patients under go financial counselling prior to admission with previous billing estimates based on historical averages, creating a less than 50 per cent accuracy rate.
Leveraging artificial intelligence (AI), a new billing engine was deployed to “learn and adjust” based on various characteristics and historical information, resulting in accuracy rates surpassing 75 per cent, improving patient satisfaction in the process.
Meanwhile in India, the business also applied geospatial analysis across the patient population to determine common patient locations in order to better source ambulances for faster response times. The approach helped reduce delays in delivering appropriate patient care.
In Singapore and Hong Kong, the organisation deployed a mobile application allowing doctors to review patients clinical information on the go, in response to a more mobilised workforce.
The app in Singapore also allows doctors to review their business relationship with Parkway hospitals, notifying users electronically when fees have been paid which eliminates the need for calls to the contact centre.
According to Tham, the successful implementation of the three projects was due to a “very close partnership” between business users and IT, through a combined effort to seek new ways to improve productivity while enhancing customer experience.