ENHANCE PERFORMANCE THROUGH

STRATEGIC CHANGE AND INNOVATION

YUSMAH SALLEH

JOHOR CORPORATION

45.77%

99.0%

ORGANIZATION STRUCTURE

1981 2019

38 YEARS OF KPJ IPOH

THE PREFERRED HEALTHCARE PROVIDER

VISION

DELIVER QUALITY HEALTHCARE SERVICES

MISSION

Hospital Raja

Permaisuri Bainun,

99052%

KPJ Ipoh Specialist

Hospital, 288

15%

Hospital

Fatimah, 240

13%

Hospital Pantai

Ipoh, 206

11%

Perak Community

Hospital, 84

4%

Kinta Medical

Center, 50

3%

Pusat Rawatan Ar

- Ridzuan, 29

2%

TOP 7 HOSPITAL MARKET SHARE (BASED ON NUMBER OF BEDS) IN IPOH

FUTURE COMPETITORS

▪ Strong brand name

▪ Consultant

with sub-specialities

▪ Biggest market share

for private

hospital in Ipoh

▪ One Stop Centre

STRENGTHS

• Limited capacity• Retiring

consultants

• Complacency

WEAKNESSES

• New development

• Increase

population• Increasing

number of tourist to Ipoh

• New airport to

be built in 2019

OPPORTUNITIES• New

competitors

• Uncertainty of

the new government

policies• High

customer’s

expectation• Rapid

changes in technologies

THREATS

WS TOSWOTA N A L Y S I S.

MCKINSEY 7S MODEL

BLUE OCEAN STRATEGIES

Idea/ Innovation/ Suggestion

Top Management

• E-idea• Written proposal• Staff Feedback

• Customer Satisfaction• Quality of Care• Cost Savings / Financial

Control• Best Clinical Outcome

Approved

Project

Small project –Suggestion Scheme

Big project -ICC

Yes

RejectNo

INNOVATION & LEARNING (GENERAL)

Immediate Process Change Cross Functional Process Change

Department KPIStaff KRA & SPAR

• Prepare Budget

• Expected sales

• New equipment/

replacement

• Additional manpower needs

• Staff training needs

of the respective

services

Allocate Resources

EmployeeParticipate

Deploy & Disseminate

KPJ IPOH

BOM Responsible

BODApproval

Employee

Input Met hod of Communication

Head of Services

Review

BOM/ BOD

ApprovalAct ion Plan aligned t o st rategies and goals

PARTICIPATE, ACTION PLAN,RESOURCES

MALAYSIA INDUSTRY 4.0 BY TUN DR MAHATHIR MOHAMAD

The substance of the fourth industrial revolution ‘lies in the application of available new technologies’ 31st

Oct 2018

Jan 2013Introduction of new features and modules

2011Brainstorming

and development

2012Trial run and

Go Live throughout

entire hospital- Basic version

April 2013Add-in doctor on-

call and doctor on-leave

Oct 2014Operation Theatre

module add into BMS

Feb 2015Add new module for

Dietary Services: MDM

Oct 2016Cath-Lab

module add into system

2016Enhancement of codes and add-in various reporting

July 2017Introduction of Medical

Records notes notification

Jan 2018Physiotherapy module add-in

TIMELINE OF SYSTEM ENHANCEMENT AND DEVELOPMENT THROUGHOUT SYSTEM ESTABLISHMENT

BMS – IN HOUSE DEVELOPED SYSTEM

Encore Med – handle out-patient clinic appointment and integrated

with live queue system

Q-Radar – manage internal incident reporting

Kaizen HR – manage staff information, salary information,

leave request and many more

Service Quality Management –manage customer complaint, external survey, and

customer service initiative

Staff Training System – handle internal and external training

request by all services in KPJ Ipoh

DIGITAL SUPPORT SYSTEM

● Online GL Portal Request

● OT Management Scheduling

● Online Outpatient Appointment

INNOVATION & TECHNOLOGY

New App

Patient Information App

Benefits of the System

Admission information such as primary doctor, referral doctor, primary diagnosis, room and etc…

Daily meals ordering information

Feedback forms

Point collections

Real time charges amount

Details logs of admission / stay as in-patient (during

stay and upon discharge)

Manageable of out-patient appointment upon

discharge (follow-up)

Ratings

In-Patient Module

Benefits of the System

Out-Patient Module

Link with clinic appointment system and queue system

Point collections

Hospital information

Live chat

Promotions of packages or screening test

Redeem of points

Feedback form

Ratings

EVALUATE AND IMPROVE

PRODUCTIVITY STRATEGY

GROWTH STRATEGY

FINANCIAL

CUSTOMER VALUE PROPOSITION

CUSTOMER

PROCESS

LEARNING & GROWTH INNOVATION

EVALUATE

AWARDS AND ACHIEVEMENTS (2019)

GOLD AWARD

HOSPITAL MANAGEMENT ASIA (HMA) 2019 HANOI, VIETNAM

AWARDS AND ACHIEVEMENTS (2018)

ANUGERAH KECERMELANGAN INDUSTRI (AKI) 2018

Malaysia Prime Minister’s Award

AWARDS AND ACHIEVEMENTS (2018)

CLINICAL COMPLIANCE AWARD 2018