Plenary Speakers

Dr Ng Wai Chong

Chief, Clinical Affairs
Tsao Foundation

Plenary I :
Delivering Value for Clients Through Person-Centred Care

Dr Ng Wai Chong is Chief, Clinical Affairs of Tsao Foundation. Tsao Foundation, established in 1993, is a non-profit organization incorporated in Singapore that develops and operates innovative and impactful community aged-care services, training programmes and advocacy platforms as means to positively transform the experience of ageing. (see

Dr Ng has been a practicing community aged-care family physician since the late 90’s. He spent the larger part of his working life as a home-care physician. His clinical interests include primary health care for the frail, elder mistreatment, dementia care, sustainable community aged care system, end-of-life care and comprehensive needs assessment.

Beyond the Foundation, Dr Ng is currently a member of the Ministry of Social and Family Development’s Adult Protection Team. With the Ministry of Health, he is on the 2nd National Geriatric Services Taskforce and the Working Committee to Develop Prognostication Guidelines for Home Palliative Care Services.

Dr Ng volunteers as the Vice President of Home Health Care Association. He is also on the Medical Advisory Board of Ren Ci Hospital and Nectar Care Services.


A/Prof Lee Chien Earn

Dy Group CEO, Singhealth
CEO, Changi General Hospital

Plenary II :
Joy and Meaning in Work

Dr Lee, is currently the Deputy Group CEO of SingHealth (Regional Health System). He is concurrently the CEO of Changi General Hospital. Prior to these appointments he was the Deputy, Director of Medical Services for Health Services and Healthcare Performance in the Ministry of Health (MOH) Singapore where he led the strategic development and improvement of healthcare services. His past appointments included Senior Director of Health Regulation, Head Health Services Finance (MOH) and Director Corporate Affairs Singapore General Hospital.

Dr Lee currently Chairs the Singapore Healthcare Improvement Network (SHINe) and is also a member of several international committees. He is an Adjunct Professor with the Singapore University of Technology and Design and Adjunct Associate Professor in the Saw Swee Hock School of Public Health, National University of Singapore.

Dr Lee co-edited Singapore’s Health Care System: What 50 Years Have Achieved (published 2015) and also contributed the chapter on Strategies for Health Services in the 6th edition of the Oxford Textbook of Public Health (2015).

When internal and external pressures continually mount, it can become increasingly difficult for team members to focus on the positive aspects of their jobs. In this session the speaker will share experiences from organisations that he has worked with to foster a positive work environment that creates camaraderie, meaning and good outcomes even in stressful times. This includes initiatives at the design, system and personal level that could be applicable for Community Care organisations.

Mr Kenneth Chan

McDonald’s Managing Director Singapore,
Operating Partner Singapore/Malaysia

Plenary III :
McDonald’s Journey Towards Achieving Customer-Centric and Productive Operations – Insights and Tools

Mr Kenneth Chan is a seasoned CEO and Organization Leader with close to 30 years of hands-on experience in Fortune 500 consumer and retail multinational companies such as McDonald’s, PepsiCo, Procter & Gamble and Singapore Airlines. As part of the Lionhorn group (development licensee of McDonald’s), Kenneth is currently the Operating Partner for McDonald’s Singapore and Malaysia, and the Managing Director of McDonald’s Singapore.

Kenneth was McDonald’s Chief Executive Officer for China and Division President for the Greater China region between 2009 and 2015. He oversaw the fastest period of expansion in China (opening over 1,000 restaurants in the span of 5 years) and more importantly laid a strong foundation – organization, talent development, supply chain, systems and tools, IT and digital transformation, brand — that has paved the way for continued, sustainable growth.

Prior to China, Kenneth led the McDonald’s Singapore business as its Managing Director (2004-2008) while having simultaneous regional responsibilities for Korea, Taiwan and Malaysia. Kenneth incubated the region’s key innovation projects of Delivery, 24 hour operations, McCafes and dessert kiosks which led to the expansion of these significant growth assets throughout the APMEA region. In his time in Singapore, McDonald’s was also recognized as the Hewitt Best Employer 3 consecutive times, and Kenneth led this winning local organization in achieving record revenue, profit and share growth since its 20 years of business inception.

Kenneth was conferred the prestigious Overseas CEO Award at the Singapore Business Awards (2014), as well as the Leading CEO Award by Singapore Human Resources Institute (2007) and Champion of HR by HRM Magazine (2008).

An Ever-Changing McDonald’s: Not Different, But Better

McDonald’s has been a part of Singapore for close to 40 years. The brand has grown by keeping its focus squarely on the customer, and on delivering Quality, Service, Cleanliness and Value (QSC&V) every day at their restaurants. In this very competitive F&B industry, there is no room for standing still and McDonald’s continues to evolve its value proposition and modernize with the times. Kenneth Chan, MD of McDonald’s Singapore, will share insights into how the Singapore team is keeping the business grounded on its core service, delivering business results, while also continuing to evolve the brand by understanding and meeting the changing needs of the Singapore customers.

Breakout Speakers

Dr Yin Shanqing

Senior Principal Human Factors Specialist
KK Women's and Children's Hospital

Breakout Track I - Safer Care :
Human Factors for Safe and Efficient Community Care

Dr. Yin Shanqing is a Senior Principal Human Factors Specialist at KK Women’s and Children’s Hospital (KKH), pioneering the application of human factors principles and methodologies toward healthcare research and solution-planning in Singapore. Prior to KKH, Dr Yin served as the nation’s first healthcare human factors specialist in Changi General Hospital (CGH) for 5 years. With over ten years of human factors exposure, Dr Yin’s journey has brought him through various domains such as aviation and process control. He has been involved in projects of varying scales, ranging from the development of user-friendly products and interfaces, to the design and refinement of large infrastructures. He has a PhD in Human Factors Engineering and a BSc in Psychology, and is also an FAA-certified private pilot.

Unlike the relatively-controlled acute care environment, community-based care encompasses a different set of interacting components in a more-social, less-technical system. In this presentation, we learn more about human factors as we apply systems thinking towards community-based care, leveraging on the strengths of human factors science in understanding work and work processes. The presentation will end off with exploring safe and efficient collaborative professional-patient work, looking in particular at how best to support the “patient at work”.

A/Prof James Low

Senior Consultant
Khoo Teck Puat Hospital

Breakout Track I - Safer Care :
Reducing Avoidable Hospitalisations for Nursing Home Residents

Associate Professor James Alvin Low Yiew Hock

A/Prof James Low main areas of interest are in General Geriatric Medicine, Palliative Care and Communications in the hospital. He was among the first batch of doctors officially recognised by the Ministry of Health as palliative care specialists. He is a Fellow of the Academy of Medicine (Singapore) and Royal College of Physician (Edinburgh). He is also a member of the Specialist Training Committee for Geriatric Medicine.

Numerous healthcare systems and organisations are looking at ‘potentially avoidable hospitalisations (PAH)’ as a measure of health system effectiveness and quality of care. PAH is premised on the notion that good preventive care delivered in a timely manner as well as early recognition and management of acute conditions or exacerbation of chronic illnesses can limit or reduce the need for expensive hospital care. Particularly for nursing home residents who face higher risks for hospitalisation due to frailty, impaired cognition, high physical dependence and multiple comorbidities, there is an imperative for health systems to ramp up efforts to reduce PAH, not only for cost containment but also for improving quality and safety of care. We present the approach adopted and interim findings of an ongoing study on PAH, involving local nursing homes.

Ms Esther Lim

Assistant Director
SingHealth Regional Health System

Breakout Track II - What Matters to Clients :
ESTHER Network Singapore – What is Value to ESTHER?

Esther graduated from the National University of Singapore with a degree in Social Work. She obtained her master in Evidence-Based Social Intervention from the University of Oxford. Esther joined SGH in 1995. She is a registered social worker, educator and family therapist.

Esther was Head of Medical Social Services, SGH from 2009 to 2016; She co-led the SingHealth One Medifund Assessment project and currently partners MOH to lead a national MSW workgroup to streamline processes and build a common IT system.

In her current role in the Regional Health System, she oversees the strategic implementation of community integration initiatives. She champions the adaptation of Esther Network in Singapore to drive person-centred care within and across the health and social sectors.

Esther Network Singapore is not a programme, but a philosophy of how care should be delivered in a person-centred way. Learning from Sweden’s success of 20 years, we have embedded Esther coaches and identified sponsors early to create, sustain and spread the change. Going beyond complex patients to include community residents, caregivers, healthcare and community workers to ensure preventive programmes are developed with Esthers’ needs and ideas in the forefront. In addition to nursing professionals, Esther Network Singapore has attracted doctors, allied health counterparts and administrators in both the health and social sectors to join in the social movement to involve Esthers before we start any programme. There are 36 ongoing localised learning projects, and the network sustains itself by keeping a close collaboration with Esther International that includes Sweden and The United Kingdom.

Mr Tang Yip Chong

Principal Staff Nurse
Bright Hill Evergreen Home

Breakout Track II - What Matters to Clients :
Putting "Dignity" back into Care

Mr Tang Yip Chong, 78 years young, is a Principal Staff Nurse at Bright Hill Evergreen Home (BHEH). With a strong urge to help people improve their health, he started his nursing journey 55 years ago and since then has never looked back. He has been with the BHEH family for 18 years and prior to that, he was an operating room nurse for 20 years. In recognition of his outstanding performance and dedication to the nursing profession, Mr Tang was awarded the Nurses’ Merit Award 2016.

Affectionately addressed as Papa Tang in BHEH, he is always willing to share his wealth of experience with team members and consistently coaches fellow colleagues on the job to ensure that the high quality care standards of the home are upheld. Despite his age, Mr Tang embraces change and challenges positively. He chairs the Infection Control Committee, leads and coordinates the annual Hand Hygiene training and is part of the internal Quality Audit team. He was instrumental in leading the nursing team in preparing and embarking on the NHELP (a National IT system) journey.

Mr Tang is not just an asset to BHEH but also shows that age is just a number and should pose no barrier for anyone who wishes to contribute to the healthcare sector.

Every healthcare provider and professional will have their stories to share on “What matters to clients?”. BHEH believes that “What matters to clients?” is a simple and yet profound concept of promoting dignity and developing genuine relationships with each client. With an aim towards a person-centred care culture, BHEH embarked on a Dignity of Care project to increase the team’s capabilities of meeting clients’ needs and improving their quality of living. BHEH will share their journey in this project and examples of the positive impact when the team deep dive into what their clients value.

Ms Heidi Rafman

Chief, ILTC Quality, Innovation and Productivity Division
Agency for Integrated Care

Breakout Track III - Better, Faster, Cheaper :
Continuing the Productivity Journey in the Community Care Sector

Ms Heidi Rafman currently leads the quality, innovation and productivity initiatives in the Agency for Integrated Care (AIC). Before joining AIC, Ms Heidi Rafman was the Director of Quality Improvement and Patient Experience at National University Hospital (NUH). At NUH Ms Rafman was responsible for designing and improving the end-to-end patient experience and for facilitating quality improvement projects. She also spearheaded innovation and productivity improvement at NUH.

Ms Rafman has over 15 years of healthcare experience, including extensive experience in lean management and quality improvement methodologies. Ms Rafman’s areas of expertise include patient experience, organizational change management, operations research and systems thinking, and productivity improvement. She has facilitated many award winning improvement projects and published in international journals. Her contributions were recognized by the NUHS-Mochtar Riady Pinnacle Young Achiever Award in 2015.

Prior to AIC and NUH, Ms Rafman worked for the National Healthcare Group in Singapore and for Deloitte Consulting in Canada, the United States, Britain and Germany. Ms Rafman has a Masters of Business Administration from INSEAD, Singapore, and an Honours Bachelor of Mathematics from the University of Waterloo, Canada. She is also certified by Cardiff University, UK, to a Gold level of lean management competency.

With the dynamic landscape and unique challenges faced by the Community Care sector, adoption of technology coupled with process redesign plays an integral role in improving productivity. Technology also eases the laborious nature of healthcare work and enables the delivery of safe quality care for clients. The second phase of the Healthcare Productivity Fund provides grants for technology adoption, and supports process improvement and consolidation of purchasing across multiple organisations. The speaker will highlight common technology which has been successfully adopted across the sector and introduce some newer innovative equipment with potential to maximize value for clients.

Mr Sairam Azad

Assistant Director, Health & Senior Care

Breakout Track III - Better, Faster, Cheaper :
Innovation & Quality Improvement in a Day Rehabilitation Centre – A Sharing based on AWWA’s Journey

Mr Sairam Azad is currently the Assistant Director of AWWA Health & Senior Care, Singapore. He is also managing Eldercare programmes operated by AWWA Health & Senior Care. He has a passion towards serving elderly and has a special interest in operations management.

Sairam is a Qualified Physiotherapist with over 15 years of post-graduate experience in diversified set-ups. He holds a Bachelor of Physiotherapy, Post-Graduate Diploma in Developmental Rehabilitation & MBA in Healthcare Management. He is also an International Master Practitioner for Spark of Life approach.

Sairam sits on various Committees under Agency for Integrated Care (AIC) and actively contributes to the Community Care sector in Singapore. He also serves as a council member of Singapore Physiotherapy Association for the period 2016 – 2018.

This presentation is aimed at instilling interest among the participants to adopt quality improvement and innovation as a way of life by highlighting some of the initiatives adopted and implemented at AWWA Rehab & Day Care Centre.

The presentation provides an overview of the challenges faced by the Day Rehabilitation Centres and thereby showing the directions and scope for innovation and quality improvement in this sector. The participants will be able to appreciate ways to improve rehabilitation care through the use of technology, adopting quality improvement projects and/or through innovative processes with examples of such initiatives launched at AWWA Rehab & Day Care Centre.

Mr Darren Thng

Manager, CEO's Office
Bright Vision Hospital

Breakout Track III - Better, Faster, Cheaper :
The Journey in Re-modelling of the Existing Kitchen of Bright Vision Hospital

Mr Darren Thng holds a Bachelor of Arts (Media Study) and has over 15 years of management experience. Prior to joining the healthcare family via the Senior Management Associate Scheme by the Agency for Integrated Care, he held senior positions in events management, entertainment and design companies both locally and abroad. Darren has broad based general management experiences with a demonstrated history of working in the events services industry. Darren is currently overseeing the Bright Vision Hospital’s day-to- day operations and has helmed numerous projects to enable the Hospital to achieve its objectives, vision and mission.

Managing the food service cost and increasing the level of patient satisfaction has always been areas that Bright Vision Hospital desire to make improvement. The existing kitchen work flow has been established since 2002 purely preparing vegetarian food. With the increase in patient census and patient request for variety of food, our kitchen has been struggling to meet and keep up with these demands both in term of quantity and quality. Hence, Bright Vision Hospital decided to embark into the journey of re-modelling the existing kitchen to improve the workflow and productivity.