INTERVIEW
Gleneagles Kuala Lumpur taps WhatsApp to boost medical tourism CEO Dato’ Dr Adzuan Rahman shares that Gleneagles KL has been active in attracting more patients, both residents and international, through high quality services and facilities.
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ealthcare Asia recently caught up with Dato’ Dr Adzuan Rahman, CEO of Gleneagles Kuala Lumpur, as he shares the hospital’s recent strategies in keeping up with the industry digitalisation. It has recently built a new annex which was part of a RM220m (US$51m) investment to upgrade the hospital’s facilities. The new building increased the hospital’s bed count by 100 beds along with 50 new consultation suites. What are the latest innovations, developments, and strategies to improve the quality of service of Gleneagles Kuala Lumpur? Gleneagles Kuala Lumpur (GKL) has built its reputation over the years as one that delivers some of the best healthcare services not just in Malaysia but in the region. This reputation has in itself created a positive cycle in upholding delivery of quality services. At GKL, we judiciously invest in the technologies that are evidence based and not merely announcing our latest medical tools. With this, we ensure that we invest wisely so that the desired outcome is delivered, fitting the purpose of such investment. We also look at investing in tools that increase staff productivity and enhance the patient experience. To this end, we are adopting various tools leveraging on digital technology. Do you have plans for expansion? Could you elaborate on them? Owing to increased demand, GKL expanded and effectively doubled its floor space hence providing more integrated specialist centres with multi-disciplinary team services. This will ensure our patients get the best healthcare service from us in GKL. What are some of the challenges facing Gleneagles Kuala Lumpur and how do you plan to address them? The country is facing economic uncertainties that have affected the private healthcare consumption across the board. Being frugal means spending your money wiselythe review or complication rate matter, and may costs the patient more in the longer term with increased morbidity and affecting work productivity. There are significant costs in setting up quality healthcare services that many may not be aware of. GKL has invested much in ensuring that the commitment is delivered, looking at investments that are evidence based and with good outcome measures while continually communicating these to the public. Hitherto, GKL’s mark in quality healthcare is recognized by international certification bodies like Joint Commission International, ISO, HACCP and Halal standards amongst others. GKL has also won numerous national and
international awards over the years. Is Gleneagles Kuala Lumpur involved in medical tourism? If so, please describe the hospital’s involvement. GKL has made a mark as an international centre of excellence in specialties of orthopaedic, neurology and neurosurgery, as we accept complicated cases from far afield as Libya. We are also one of the centres regionally for cardiothoracic surgery, especially for children. We are particularly renowned for complex general surgical procedures including those for cancer. We recognise that medical tourists are different from Malaysian residents, as they are in unfamiliar surroundings, compounding worries of their own health. Therefore, providing them with a seamless experience by truly understanding and supporting their needs is key. Patients with good experience are the powerful promoters for the hospital. As part of the initiative, we recently launched a WhatsApp service (+6016-3393000) for both Malaysia and international patients, through which patients can make enquiries on specialists or arrange for clinic appointments. Is there anything else you would like Healthcare Asia readers to know about Gleneagles Kuala Lumpur? Choosing healthcare services can be confusing for the patient and it is advisable to seek appropriate and reliable advice. The most important thing is that patients should be getting the correct diagnosis and treatment from their specialists. We truly believe that GKL is the byword for quality where patient experience and good treatment outcome are our tenets. At GKL, medical care is top-notch, the hotel-grade rooms are cheery, and the food tasty and healthy. Patients’ stay here will almost be a home away from home but equipped with medical expertise, attention and facilities. There are 369 rooms to choose from – a Presidential suite, to a variety of suites, single, double and quad-sharing rooms. Whichever room comes with six complimentary meals (3 mains and 3 snacks) included in its rates. All food served are Halal. What are the previous positions you’ve held prior to being the CEO of Gleneagles Kuala Lumpur? After graduating from medical school in the UK, I had practiced as a doctor for some years before joining the corporate world. My corporate career brought me to work across various European and Asian countries. Experiences in clinical work and the corporate career journey have proven to be invaluable to both my personal and professional development. Before becoming the CEO of Gleneagles Kuala Lumpur, I was the CEO of a hospital in Singapore which is part of the same healthcare group. HEALTHCARE ASIA
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