Healthcare That Cares: Trish Hogan

What do you get when you cross one of the world’s largest hospital operators with one of Asia’s largest conglomerates? Well, when it comes to Ramsay Sime Darby Health Care (RSDH), you get a powerful force of "people caring for people".

More than a motto, it’s what sets this leading healthcare provider apart from the competition. "Around the world, health care is pretty much the same. You basically have the same issues and the same problems – maybe just a different focus on some of the more local diseases," says Trish Hogan, CEO of RSDH’s Subang Jaya Medical Centre (SJMC) and Ara Damansara Medical Centre (ADMC).

"But apart from that, it’s really all about caring for and looking after the customers. And for Ramsay Sime Darby and Ramsay hospitals across the world, our whole drive is that we’re people caring for people."

That caring isn’t just for its patients either; it’s inclusive of the entire RSDH team as well. "Our people’s wellbeing is the most important factor," she says. "If you look after your people, then generally, everything else falls into place. That’s why education and training of our staff is essential."

Trish joined the company a little over two years ago. And during that time, a number of programs have been employed for the betterment of the staff and the organisation. "A lot of our programs are aimed at supporting our people to be all that they can be," she says.

"We have one now called ‘Stand up for Patient Safety’ where we encourage everyone throughout the organisation to report things they see that are unsafe and/or unsatisfactory. It’s things like that that help us continue to improve our care."

It’s this dedication to continuous improvement and excellence that has made RSDH the respected and highly regarded health institution it is today. "The Malaysian healthcare system is absolutely second to none," Trish says.

"I’ve had a wealth of experience as a CEO in public and private hospitals over the years. So to lead SJMC, this very prestigious hospital with a world-renowned reputation, is a great privilege."

From primary care to highly complex surgery, as well as mental health care and rehabilitation, RSDH caters to a broad range of healthcare needs. And from that solid core, it plans to increase its services, helping the community in every way possible.

"We strive for personal excellence and aim to improve and increase our service offerings so that we can offer value to our customers at all levels," Trish says. "We’re always looking for ways to strengthen ourselves in accreditation and quality standards."

In the medium- to long-term, Trish has laid out an extensive plan spanning all areas for continuous improvements. From public–private collaborations that create win–win scenarios to delivering high-demand services required by the public, and targeting integrated care and wellness options and more, it’s clear this highreaching leader won’t settle for less than the best.

"We want to strengthen our entire core," she stresses. "We clearly need to enhance digitalisation wherever the opportunity arises. We are also looking to improve our customers’ experience, reinforcing that continuous engagement with our doctors and all of our staff. And we’re aiming to improve our workforce planning and talent development while focusing on innovation to deliver technological improvements that are constantly coming out in the market."

We’re a first choice for patients, and we’d like to continue that.

These highly innovative improvements aren’t just for innovation’s sake either – they’re implemented to help more people and save more lives. "We’ve just acquired more advanced next-generation sequencing technology, which can provide us with pathology, allowing us to give a more targeted treatment therapy to our cancer patients," Trish explains.

"In the past, it would have taken three weeks to get any kind of result from that technology. Now we are able to do it in a matter of six hours. Keeping at the forefront of technology is something that really sets SJMC and ADMC apart."

And this high-tech journey is one RSDH plans to continue following into the future. "We’re a first choice for patients, and we’d like to continue that," Trish says.

"So we must be prominent in this space, using intelligence, working with big data and becoming more connected. "Customers’ expectations for their healthcare providers are changing rapidly because they’re much more informed, thanks to digital technology. We all look for things like convenience, personalised service and friction-free experiences. If you’re not open to that as an organisation and you’re not flexible to adapt and change, then you will be left behind. We’ve never been one to shy away from stepping up."

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