Patient experience toolbox – Best practices and strategies

According to Irene Chan, Director, Office of Patient Experience at KK Women's & Children's Hospital, patient experience strategy requires a systemic approach with integration of all important drivers. Read below the full interview and learn how to combine leadership, quality and partnership with patients and families.

Irene Chan
Director, Office of Patient Experience
KK Women's & Children's Hospital


According to you, what are the essential tools required for a healthcare provider for effective patient experience?

There is no ONE tool, but an integrated box of tools. The essential tools are comprised of leadership, staff experience, partnership between caregivers and patients and families, reliability and evidence-based care.

Please share some of your successful PX initiatives that KK Women’s & Children’s Hospitals have deployed.

Notably, the Patient Experience Survey has changed the conversation around Patient Experience at KKH. This is not only a tool to measure performance but also one that gets the difficult conversations going. It has also sparked a number of collaborative efforts to improve patient experience at KKH.



What are the current challenges you see in implementing an effective PX strategy? How do you overcome them?

Challenges will invariably be different for each organization. Common challenges that I have witnessed in the Singapore environment are the ability to engage the patient and family in the conflict resolution process and an analytical approach towards patient experience performance metrics.

How has technology revolutionized patient care?

Technology has changed many aspects of patient care, e.g., access, coordination, health literacy, etc. However, at the heart of patient care is the patient and the family having a healing experience – which technology cannot replace, but can certainly enhance.