Opening Keynote Session I
Engaging Leadership: An Evidence-Based Model for Creating High Quality Healthcare and Enhanced Employee Wellbeing

Prof Beverly Alimo-Metcalfe, PhD, MBA, MSc,
FRSA, FBPS, CPsychol.
Chief Executive, Real World Group

Increasing research evidence shows how organisational cultures that enhance employee engagement are significantly more effective in enhancing healthcare productivity, clinical outcomes, patient experience and safety. In her presentation, Professor Alimo-Metcalfe will describe her leadership research over the past 10 years of behaviours that create employee engagement and superior performance in healthcare.

She will describe how these behaviours are simple, yet usually lacking in the requirements and expectations we have for leaders. Extensive research findings, including longitudinal study, together with practical suggestions for development will be shared for individuals, teams and organisations.

Opening Keynote Session II
Improving Quality whilst Reducing Cost: A Blueprint from Experience in the English NHS

Prof Bernard Crump
CEO, NHS Institute of Innovation & Improvement

In this session Prof Crump will review the experience of stimulating improvements in quality of care, many of which improvements have led to improved productivity. From this experience he will describe a blue print for designing such a programme which builds on the learning of the last six years. Prof Crump would welcome discussion about the ways in which such an approach would need to be altered to a Singapore context.

Closing Keynote Session
Designing Hospitals to Reduce Harm and Improve Sustainability

Dr Paul Barach, B.Sc., MD, MPH, Maj. (ret.)
Assoc Professor, University of South Florida, USA
Co-Director, Center for Health Design Research Council
Project Leader for the New South Wales Health Department


There is a clear relationship between the healthcare physical environment and the safety and quality of patient care, the safety of workers, and operating costs. We will review the evidenced-based design literature, demonstrate how to balance initial, one-time capital expenditures with ongoing operating cost savings and make an organization environmentally sustainable. Innovative healthcare facilities use their energy and opportunity to help create a culture of safety and engagement. We will review case studies and make recommendations to improve the physical environment, reduce patient and worker harm, improve sustainability and lower operating costs. We will close with ideas to develop a center for excellence around design of healthcare facilities in Singapore costs.

Objectives

1. Learn to apply the evidence that shows how optimal physical environments help reduce harm, improve patient and worker satisfaction, and lower operating costs.
   
   
2. Learn specific physical design features that can be incorporated into any healthcare facility
   to reduce harm and increase sustainability.
   
   
3. Understand the business case to support environmental design decisions using a simple ROI framework.

Plenary Lecture I
Why Embark on a Lean Hospital Transformation and What Can We Learn from it?

Steve Boam, Chief Executive Officer, KM&T and
Michael Shaw, Service Improvement Director, Leeds Teaching Hospital Trust

1. Why embark on a hospital transformation?
   • The service directors view
   • The consultants view


2. What did I learn and what challenges did I face?
   • The service directors view
   • The consultants view
   
   
3. The benefits
   • The service directors view

Plenary Lecture II
Integrating Care Across the Continuum: Improving the Quality of Care for Patients with Chronic Illnesses

Dr Jason Cheah
CEO, Agency for Integrated Care, Singapore


In August 2009, the Ministry of Health established the Agency for Integrated Care (AIC) to oversee, coordinate and facilitate all efforts to design and implement a better system of care for patients, especially the elderly and those with chronic medical illnesses. The aim is to achieve best health outcomes for patients by ensuring that they transit seamlessly from one healthcare provider or sector to another, receiving the appropriate level of care. To do this, AIC works with numerous partners and healthcare industry stakeholders to drive the development of a patient-centric and integrated care model in Singapore.

In this session, Dr Jason Cheah will share on the concept of care integration, and the need to move towards a more integrated healthcare system in Singapore. He will also outline some of the key initiatives by AIC to enhance the state of care integration as follows:

• Coordinating access to appropriate care by the Aged Care Transition (ACTION) Teams.
  
  
• Integrating care through the Regional Health Systems (RHS) e.g. the Disease Management Unit (DMU) in the Eastern Health Alliance (EHA).
  
  
• Transforming home care service – e.g. the collaboration between Home Nursing Foundation
  (HNF) and Tan Tock Seng Hospital (TTSH).
  
  
• Piloting an innovative model of care through the Singapore Programme for Integrated Care
  for the Elderly (SPICE).
  
  
• Building partnerships to strengthen mental health support services in the community.
  
  
• Promoting quality improvement through collaborative projects and initiatives in the
  nursing homes.
  
  
• Leveraging on IT to enhance care in the community.

Plenary Lecture ITI
Singapore's National Electronic Health Record – The Journey to 2011 and Beyond

Dr. Sarah Muttitt,
CIO, MOH Holdings Pte Ltd


Singapore's healthcare system is facing significant challenges ahead - an aging population, the increasing burden of chronic diseases, rising costs of new drugs and technologies, limited resources and increasing public expectations. Health information technology is a key enabler of the reforms needed to ensure affordable and sustainable healthcare. Singapore is on a journey towards the implementation of a National Electronic Health Record (NEHR), providing access to critical patient information at the point of care, regardless of setting. This presentation will discuss the roadmap to realizing the NEHR and its role in achieving safe and quality healthcare.

Leadership and Governance
WS11: Building an Engaging Culture - Applying Engaging Leadership For Teams and Organisations

Ms Juliette Alban-Metcalfe, Real World Group and Ms Jacqueline Wong, Sequoia Consulting Group

• Focus on how to enhance engagement at a team and organisational level
  Culture grid exercise (team or org level), also explore learning from effective team behaviours
  
  
• Ask the delegates to describe a key organisational or team issue they are facing, and then lead them to explore how they could solve it through being more engaging in their culture
  
  
• Describe practical ways they can take this learning back to their organisations or teams (through use of diagnostic tools, changes to expectations of leaders, etc)
  
  

Healthcare Innovations
WS12: Developing Clinical Leaders; Why and How?

Prof Bernard Crump
CEO, NHS Institute of Innovation & Improvement

In this workshop Prof Crump will describe an approach to supporting the development of a cadre of clinical leaders. The approach is underpinned by a framework of competencies and is now being implemented from undergraduate to senior leadership for doctors and is being extended to other clinical professionals. In addition a series of initiatives have been taken which seek to support clinical leaders who are responsible for large scale change or for change delivered through the motivation of a social movement, and these will be illustrated.

Systems Improvement
WS13: Human Factors and Safety

Dr Paul Barach, B.Sc., MD, MPH, Maj. (ret.)
Assoc Professor, University of South Florida, USA
Co-Director, Center for Health Design Research Council
Project Leader for the New South Wales Health Department

We define high reliability as it relates to healthcare—or consistent performance at high levels of safety over long periods of time—as a hallmark for non-health, high-risk industries such as aviation and nuclear power. In the face of health reform and increased market competition moving to high reliability will require SG hospitals to adopt and support a culture of mindfulness in understanding the relationship and synergy of a variety of organizational risk factors and their effect on producing patient harm and inefficiency.  

This workshop is an introduction to the field of “human factors”: how to incorporate knowledge of human behavior, especially human frailty, in the design of safe systems. The workshop will review how to use human factors principles to design safer systems of care – including the most effective strategies to prevent errors and mitigate their effects. Finally, we will review how technology can reduce errors – even as, in some cases, it can introduce new opportunities for errors.

The workshop will review recent research on developing and applying robust human factors methods to assess and improve individual and team performance in healthcare.
 
At the conclusion of this workshop, participants will be able to:

• Identify key strategies and tactics for understanding health care as a complex system.
  
  
• Understand the principles relating to assessing and deploying human factors and reliability principles.
  
  
• Apply human factors methods to assess and improve individual and team performance.

Knowledge Exchange and Translation
WS14: Embedding Lean Thinking into your Facilities and Processes

KM&T


Walk the team through 3P – Healthcare Preparation Process

A case study based on the planned building of new nursing homes in Singapore. The teams will be taken through the 3P process and participate in using the techniques.

1. Process identification & selection
   
   
2. Develop assessment criteria
   
   
3. Use paired comparison to decide the weighting
   
   
4. Evaluating the options using the evaluation matrix

Workplace Safety and Health
WS15: Management of Workplace Aggression

Mr Ben Tan & Dr Jerome Goh

The Workplace Safety and Health Council (WSHC) seminar for the healthcare sector in 2011 will address workplace aggression, a potential issue that healthcare workers face. Speakers will share tips to help healthcare workers recognise signs of aggression before they escalate to an assault and cause harm to the workers. Participants can also pick up useful guidelines and educational materials from the WSH Council.

Patient Safety
WS16: Root Cause Analysis Workshop

Dr Ling Moi Lin & Dr Sandhya Mujumdar

Root cause analysis (RCA) is a process designed for use in investigating and categorizing the root causes of events with safety, health, environmental, quality, reliability and production impacts. The term "event" is used to generically identify occurrences that produce or have the potential to produce these types of consequences.

Simply stated, RCA is a tool designed to help identify not only what and how an event occurred, but also why it happened. Only when investigators are able to determine why an event or failure occurred will they be able to specify workable corrective measures that prevent future events of the type observed. Understanding why an event occurred is the key to developing effective recommendations.

Leadership and Governance
WS11: Building an Engaging Culture - Applying Engaging Leadership For Teams and Organisations

Ms Juliette Alban-Metcalfe, Real World Group and Ms Jacqueline Wong, Sequoia Consulting Group (Continue from Breakout Session 1)

• Focus on how to enhance engagement at a team and organisational level
  Culture grid exercise (team or org level), also explore learning from effective team behaviours
  
  
• Ask the delegates to describe a key organisational or team issue they are facing, and then lead them to explore how they could solve it through being more engaging in their culture
  
  
• Describe practical ways they can take this learning back to their organisations or teams (through use of diagnostic tools, changes to expectations of leaders, etc)

Healthcare Innovations
WS22: Developing Clinical Leaders; Why and How? (Repeated)

Prof Bernard Crump
CEO, NHS Institute of Innovation & Improvement

In this workshop Prof Crump will describe an approach to supporting the development of a cadre of clinical leaders. The approach is underpinned by a framework of competencies and is now being implemented from undergraduate to senior leadership for doctors and is being extended to other clinical professionals. In addition a series of initiatives have been taken which seek to support clinical leaders who are responsible for large scale change or for change delivered through the motivation of a social movement, and these will be illustrated.

Systems Improvement
WS23: Handovers and the Role of Communication

Dr Paul Barach, B.Sc., MD, MPH, Maj. (ret.)
Assoc Professor, University of South Florida, USA
Co-Director, Center for Health Design Research Council
Project Leader for the New South Wales Health Department

When a patient’s transition from the hospital to home is less than optimal, the repercussions can be far-reaching — hospital readmission, an adverse medical event, and even mortality. Without sufficient information and an understanding of their diagnoses, medication and self-care needs, patients cannot fully participate in their care during and after hospital stays.

Additionally, poorly designed discharge processes create unnecessary stress for medical staff causing failed communications, rework, and frustrations. A comprehensive and reliable discharge plan, along with post-discharge support, can reduce readmission rates, improve health outcomes, and ensure quality transitions.

Poor coordination of care across settings can result in costly, potentially harmful, and often avoidable rehospitalizations. Research has demonstrated that a comprehensive and reliable discharge plan along with post-discharge support can reduce readmission rates, improve health outcomes, and ensure quality transitions.

The workshop will review key findings from recent research in the US, Australia and from the European Handover Research Collaborative.
 
At the conclusion of this workshop, participants will be able to:

• Identify key strategies and tactics for reducing readmissions that you can apply when you
  return to your organization
  
  
• Understand actionable strategies for engaging community organizations across the continuum of care
  
  
• Strengthen patient involvement in and understanding of their care
  
  
• Apply effective tools to identify and leverage opportunities for improvement of communication between healthcare providers
  

Knowledge Exchange and Translation
WS24: What Limits the Improvement in Patient Satisfaction – The Waiting Game

KM&T


Walk the patient care pathway –
Mr Yeo lived in an HDB and has to attend the Polyclinic, the hospital , the SOC, the acute hospital, the community hospital in the last two years. He is now in a nursing home. What was his experience and what techniques can we use to improve his experience.

A case study that follows a "personal" journey through the Singapore healthcare system. The teams will be taken through the improvement techniques that can be applied to reduce waiting time. Wherever that happens in the system.

1. Planning – How we plan affects the outcome
   
   
2. Capacity – Right method right equipment
   
   
3. Flexibility – Quick change over
   
   
4. Waiting – The process improvement and queuing theory

Workplace Safety and Health
WS25: Biosafety Forum

With the rise of the threat of emerging infectious diseases and Singapore’s push for biomedical research, the practice of biological safety is increasingly important in our laboratories. The forum will feature experienced local biosafety professionals speaking on biological safety challenges and case studies they have faced in their practice:

1. Biosafety In A Life Science Research Laboratory – Balancing form and value; the challenge
   Ms Chook Mee Lan
   Head, Facilities Services and Biosafety, Temasek Life Sciences Laboratory
   
   
2. Biosafety Challenges in a TB Containment Facility
   Dr Sabai Phyu
   Investigator / Clinical Project Manager – Disease Biology
   Head, BSL-3 Operations / Biosafety Coordinator
   Novartis Institute for Tropical Diseases
   
   
3. Biosafety Challenges in a Multi-tenanted Animal High Containment Laboratory
   Ms Leong Kee Mei
   Health, Safety and Environmental (HSE) Head, Biological Resource Centre, A*STAR
   
   
4. Two Interesting Case Studies in a General Hospital
   Mr David Lam
   Senior Manager, Biological Safety, Office of Safety Network, Singapore General Hospital
   • Innovative Way of Removal of HEPA Filter from a Containment Facility
   • Design for Safety of Neonatology Isolation Rooms in Singapore General Hospital
     

Patient Safety
WS16: Root Cause Analysis Workshop(Continue from Breakout Session 1)

Root cause analysis (RCA) is a process designed for use in investigating and categorizing the root causes of events with safety, health, environmental, quality, reliability and production impacts. The term "event" is used to generically identify occurrences that produce or have the potential to produce these types of consequences.

Simply stated, RCA is a tool designed to help identify not only what and how an event occurred, but also why it happened. Only when investigators are able to determine why an event or failure occurred will they be able to specify workable corrective measures that prevent future events of the type observed. Understanding why an event occurred is the key to developing effective recommendations.

Leadership and Governance
WS31: Engaging Leadership Skills – Where do I stand and how can I get better?

Ms Juliette Alban-Metcalfe, Real World Group and Ms Jacqueline Wong, Sequoia Consulting Group

Developing individual leadership (clinical and non-clinical) with focus on coaching

• Culture grid exercise (self assessment) individual level
  
  
• Feedback for Development – Introduction to the Transformational Leadership Questionnaire (TLQ) 360 Degree Tool
  
  
• What Managers and HR Professionals need to know about How to Set up a Successful Leadership Development Process
  
  
• Coaching Skills Practicum

Patient Safety
WS32: Medication Safety Taskforce Roadmap for Singapore

The National Medication Safety Taskforce was appointed in July 2010 to formulate a national framework to enhance safe medication practices and reduce serious medication errors. The framework aims to reduce the incidence of preventable medication errors by ensuring a holistic and coordinated approach to improving medication safety and will address the various issues in the entire medication delivery process from prescribing, dispensing, administration. In this session, Mr Wu Tuck Seng, Chairperson of the taskforce will present the national framework and some of the initiatives that it has undertaken.

ILTC Forum
WS33: AIC Intermediate and Long Term Care Symposium (Part 1)

Transitional Care by ACTION in Acute Hospitals
- Ms Kan Hong Qing

Engaging Community Partners in the Seamless Transition of Patients from Hospital to Home
- Ms Zahara Mahmood

Pharmacist Outreach Program (POP) - A Collaborative Project between Aged Care Transition Team and

Hospital Pharmacists on Medication Management at Home
- Ms Yasmin Ng & Ms Harbans Kaur

Collaborative Partnerships
WS34: Symposium by SG Healthcare Institutions

Healthcare Innovations
WS35: In pursuit of Clinical Excellence:How to Drive Innovation in Healthcare Services

Markets change, patients change, times change; innovation, or the creation of value from new ideas, has become a vital response. The most successful organisations are those who make innovation central to their strategy, their processes and their culture.

In this fun and interactive session, Natalie Turner, Founder and CEO of The Entheo Network, a Global Leadership Innovation Company, will share with you The Six 'I's of Innovation™, a simple framework for demystifying innovation and making it relevant to the way that you work. You will also be invited to take part in an Innovation Challenge and apply creativity tools to generate ideas and stimulate new thinking as well as learn skills required to successfully innovate.

The session will be led by Natalie Turner, CEO and Founder of the Entheo Network, a global innovation company.

Leadership and Governance
WS31: Engaging Leadership Skills – Where do I stand and how can I get better? (Continue from Session 3)

Ms Juliette Alban-Metcalfe, Real World Group and Ms Jacqueline Wong, Sequoia Consulting Group

Developing individual leadership (clinical and non-clinical) with focus on coaching

• Culture grid exercise (self assessment) individual level
  
  
• Feedback for Development – Introduction to the Transformational Leadership Questionnaire (TLQ) 360 Degree Tool
  
  
• What Managers and HR Professionals need to know about How to Set up a Successful Leadership Development Process
  
  
• Coaching Skills Practicum

Patient Safety
WS42: Infection Control WorkGroup Roadmap for Singapore

Antimicrobial resistance is a global issue of growing importance. Locally, we recognise that infections with multi-drug resistant organisms (MDROs) can prolong length of stay and increase healthcare costs for our patients. In 2009, MOH appointed the National Antimicrobial Taskforce (NAT) to develop strategies to systematically address the problem of antimicrobial resistance. The NAT comprises of 3 workgroups: 1) Antimicrobial Resistance (AMR); 2) Antimicrobial Utilization & Stewardship (AUS); 3) Infection Control (IC). This session discusses primarily the efforts of ICWG in tackling MRSA, an MDRO which has been a problem in Singapore since the 1980s.

Our panel of Infectious Diseases and Infection Control physicians will provide an overview of the burden of MRSA locally, programmes on prevention and control in the RHs and the results that these programs have achieved. For ILTC healthcare professionals, this session will also touch on programmes that have been/will be rolled out in the ILTC sector.

ILTC Forum
WS43: AIC Intermediate and Long Term Care Symposium(Part 2)

Our local healthcare professionals will be presenting on the following topics:

1) The NUH-SLH Subacute Funding Pilot: Recipe for a successful collaboration
– Ms Lim Chien Fang, Assistant Manager, Care Integration & Alliances, National University Hospital

2) The evolving RH-CH relationship – moving from paternalism to partnership, from distance to proximity, from cooperation to collaboration
– Dr Kenny Tan, Director, Corporate Affairs and Special Projects & Innovation
Ang Mo Kio – Thye Hua Kwan Hospital

3) St. Andrew's Community Hospital Mobile Clinic – communities and volunteers coming together to reach the under-served
– Ms Hilda Lee, Corporate Communications, St Andrew Community Hospital

Collaborative Partnerships
WS44: Symposium by SG Healthcare Institutions

Healthcare Innovations
WS35: In pursuit of Clinical Excellence:How to Drive Innovation in Healthcare Services (contd)

Markets change, patients change, times change; innovation, or the creation of value from new ideas, has become a vital response. The most successful organisations are those who make innovation central to their strategy, their processes and their culture.

In this fun and interactive session, Natalie Turner, Founder and CEO of The Entheo Network, a Global Leadership Innovation Company, will share with you The Six 'I's of Innovation™, a simple framework for demystifying innovation and making it relevant to the way that you work. You will also be invited to take part in an Innovation Challenge and apply creativity tools to generate ideas and stimulate new thinking as well as learn skills required to successfully innovate.

The session will be led by Natalie Turner, CEO and Founder of the Entheo Network, a global innovation company.