IHH Healthcare Berhad | Annual Report 2024 6 Group Overview Clinical Excellence At IHH Healthcare, we are steadfast in our commitment to delivering superior clinical outcomes and exceptional patient experiences through targeted initiatives, strategic investments and a robust governance framework. We aim to raise the bar for excellence across our global network, delivering on our promise to being an accountable and trustworthy healthcare provider. These efforts solidify our leadership position and ensure we meet the evolving needs of patients and other stakeholders. As a group, IHH is committed to ensuring accountability, continuous improvement and delivering evidence-based care. The following efforts align with our targets to achieve 90% of quality indicators at or above international benchmarks. • Expanding Clinical Quality Indicators (CQIs): We started with 113 CQIs across eight Value-Driven Outcomes (VDO) procedures in 2022 and ended Q3 2024 with 170 indicators. We expect to reach 236 CQIs by 2025, reflecting our enhanced capabilities in data collection and analysis and maintaining the target of delivering a high standard of care. • Clinician Engagement and Collaboration: Across markets, we facilitated discussions on case selection, indicators for new procedures and data presentation for four key conditions, Total Knee Replacement (TKR), Anterior Cruciate Ligament Reconstruction, Colonoscopy and Percutaneous Coronary Intervention. Such sessions foster collaboration and knowledge sharing, which drive clinical improvements, ensure consistent care delivery and identify actionable improvements. • Patient-Reported Outcome Measures (PROMs): For TKR procedures, we have implemented PROMs to collect patient experience data, enabling greater patient-centred care by capturing patients’ own experiences and priorities, enabling healthcare teams to tailor treatments, improve communication and make informed decisions for more personalised and effective care. Tracking and Measuring Clinical Performance and Outcomes Innovation remains at the heart of IHH’s strategy to improve patient outcomes: • Pioneering Upright Photon Therapy: IHH became the first in Asia to explore this cutting-edge treatment for cancer patients, marking a significant milestone in oncology care. • Expanding Medical Services: Across markets, we have introduced new treatment centres and integrated advanced technologies like artificial intelligence (AI) to enhance disease diagnostics, ensuring patients have access to world-class care. Investing in Advanced Medical Technologies and Clinical Offerings By proactively facilitating knowledge sharing, we draw inspiration from counterparts, promote professional growth and enhance the performance of the whole organisation. • Quality Summit 2024: Our ninth summit in Mumbai, India was themed “Redefining Healthcare for a New World”, bringing together almost 500 staff from across IHH. The event featured five pivotal tracks – Clinical Quality, Service Quality, Innovation, Laboratory, and Sustainability – and allowed delegates to network, share best practices and tackle key challenges in healthcare delivery. We also held an awards ceremony for outstanding achievements, motivating staff to strive for excellence. • Medical Symposiums: Two major symposiums in 2024 – one in Malaysia on neurology and another in Türkiye on arthroplasty – showcased medical best practices, advanced capabilities, and fostered community-building for knowledge sharing and patient referrals. Empowerment through Training and Knowledge Sharing Upholding Excellence through a Robust Clinical Governance Framework Our governance framework emphasises stringent quality standards, continuous monitoring and evidence-based practices to foster a culture of accountability, transparency and ongoing improvement. • Conducting of clinical audits: In 2024, we conducted clinical audits in Singapore, Malaysia, and India, spanning 10 clinical areas and utilising 24 selected indicators. These audits helped validate data integrity, identify gaps, and address them. They also facilitated the sharing of best practices across markets. • Implementation of Clinical Risk Assurance Framework: Since its phased implementation in 2023, our Clinical Risk Assurance Framework has provided a structured approach to managing and mitigating clinical risks. This multi-tiered framework involves meticulous checks at the hospital, country, and group levels, ensuring compliance and driving continuous improvement. In 2024, we established and implemented controls for each clinical risk category by assigning responsibilities to risk owners, training them on implementation and monitoring, tracking effectiveness and continuously assessing and improving risk controls.
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