Columbia Asia Group

PROVIDING EFFECTIVE, EFFICIENT AND AFFORDABLE PRIVATE HEALTHCARE SERVICES

COLUMBIA ASIA GROUP OF COMPANIES

2 | Asia Outlook issue 42

HEALTHCARE

Passion for

PEOPLE Columbia Asia continues to provide efficient, affordable private healthcare services to patients across its 29 hospitals, the backbone of its operation being a team of impassioned, empowered people Writer: Tom Wadlow | Project Manager: Callam Waller

D

emand for healthcare services across Asia is set to reach $2.66 trillion by 2020.

Growing and ageing populations, pioneering technologies and new treatments are all contributing to the growing tide of people who can and are being treated by public and private institutions.

The ability to identify and treat so many illnesses is arguably one of humankind’s greatest achievements, one that has required enduring ingenuity, patience and willpower over the course of civilisations.

But the current tide is growing to a point where health systems are beginning to buckle.

“The growing demand for good, effective and efficient private healthcare continues to exceed supply,” observes Kelvin Tan, CEO for Malaysia and Vietnam at Columbia Asia.

“Populations are growing and getting older, and this is combined with increasing reports of non-communicable diseases which require long-term care.

“Most private healthcare facilities tend to emulate the public healthcare model. Large in structure, cumbersome in delivery, high cost in maintenance and excessive manpower structures driven by many manual and time-consuming processes.

“The escalating cost of healthcare worldwide demands a more efficient delivery system that minimises excesses and cuts back on wastage.”

Asia Outlook issue 42 | 3

A PASSION FOR MAKING PEOPLE BETTER

Effective and Efficient Healthcare for You Medical disciplines at Columbia Asia • • • • •

Anesthesiology Arthroplasty Breast Surgery Cardiology Clinical Psychology

Bintulu

6086-251 888

• • • • •

Colorectal Surgery Dermatology Ear, Nose & Throat Emergency Medicine Extended Palliative Care

Bukit Rimau

603-5125 9999

Puchong

603-8064 8688

• • • • •

Cheras

603-9086 9999

Seremban

• • • • •

Gastroenterology General Pediatrics General Surgery Hepatobiliary Internal Medicine

606-603 3988

Nephrology Obstetrics & Gynecology Occupational Medicine Ophthalmology Oral & Maxillofacial Surgery

Iskandar Puteri 607-233 9999

Setapak

603-4145 9999

Klang

• Orthopedic & Trauma Surgery • Pain Management • Plastic Surgery • Radiology

603-3346 7999

Shah Alam

603-5541 7833

www.columbiaasia.com

Miri

6085-437 755

Taiping

605-820 8888

• • • • •

Respiratory Medicine Rheumatology Sports Medicine Uro-Gynecology Urology

Petaling Jaya

603-7949 9999

Tebrau

607-272 9999

NOW OPEN

Columbia Asia Hospital - Tebrau

SPECIALTIES • Anesthesiology • Arthroplasty • Breast Surgery • Cardiology • Ear, Nose & Throat • Emergency Medicine • General Surgery • Internal Medicine • Obstetrics & Gynecology • Orthopaedic • Pediatric • Radiology

SERVICES & FACILITIES • 24-hour Accident & Emergency Care 24 • Ambulatory & Surgical Centre • 128-Slice CT Scan • Catheterization Lab • Mammography • X-Ray • MRI • Ultrasound • Clinical Laboratory • Health Screening Centre • Intensive Care Unit

Persiaran Southkey 5, Kota Southkey, 80150 Johor Bahru, Johor.

• Isolation Room • Labor Wards • Multidiscipline Ward • Nursery Care Unit • Pediatrics Wards • Endoscopy & Colonoscopy • Laparoscopy • Dietician • Operating Theatre • Pharmacy • Physiotherapy • Cafe Columbia

607-272 9999

www.columbiaasia.com/tebrau

customercare.tebrau@columbiaasia.com

columbiaasia

COLUMBIA ASIA GROUP OF COMPANIES

Columbia Asia is unlike most private healthcare providers.

Having commenced operations in 1997, the group now runs 29 hospitals across the region, with 13 in Malaysia and the others located in Indonesia, Vietnam and India.

Its facilities provide comprehensive medical services such as orthopaedics, general surgery, urology, internal medicine, obstetrics and gynaecology, paediatrics, ENT, ophthalmology and dermatology.

“With the rapidly rising non-communicable disease (NCD) rates as well as an ageing population which leads to the increase in age-related disorders in the country, Columbia Asia has expanded its medical programmes in recent years to provide more subspecialty focused services,” Tan adds.

“This includes services in cardiology, bariatric surgery, neurosurgery, neurology, spine surgery, reproductive medicine, nephrology and sports medicine.”

These speciality solutions are 6 | Asia Outlook issue 42

supported by ancillary services such as pharmacy, radiology, laboratory and physiotherapy, with additional services including an intensive care unit, special care nursery, labour rooms, and fully equipped operating theatres and ER departments.

For Tan, the idea of joining the Columbia Asia journey in 2006 was to help build an organisation that provides effective, efficient and affordable healthcare; an inspiring mission that is both rewarding and meaningful.

“I have always found the healthcare industry interesting and rewarding,” he says. “The advancement in medical research and new technologies have certainly added years to the lives of many patients. New precision diagnostics, advanced pharmaceuticals and pin-hole surgeries have helped minimise the traumatic phase of the patient’s recovery period.

“The development of medical health insurance over the past decade has also helped alleviate the pressure on public hospitals – being part of this evolving

and transforming industry is both inspiring and satisfying.”

BUILT BY PEOPLE So, why is Columbia Asia unlike most other private healthcare entities?

Tan identifies three differentiating factors, the first being the knowledge and passion of its employees who are dedicated to saving and transforming lives.

He comments: “As Peter Drucker once said, culture eats strategy for breakfast, operational excellence for lunch and everything else for dinner.

The success of Columbia Asia today, we believe, is because of the strength of the people in the organisation. The values that they hold on to forms the culture of the organisation.

“And this culture of continuous improvement and the intrinsic values of Columbia Asia’s people must be firmly entrenched on trust and integrity, and consistently lived out day to day. This is one of the key pillars that will set us apart.”

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COLUMBIA ASIA GROUP OF COMPANIES Medical professionals, not surprisingly, are in high demand. Tan admits that it is an ongoing challenge to find ideal candidates, explaining how Columbia Asia looks beyond the fundamental academic and job skills and into the beliefs and values of every applicant.

LEADERSHIP FOCUS

WHAT HEALTHCARE MEANS TO KELVIN TAN… “Private healthcare requires grit – a passion and perseverance for long term and meaningful goals.

“It’s not for the fainthearted. It’s not for private enterprise seeking short term profits. It’s not just about financial formulas and financial equations, nor is it about sophisticated financial ratios.

“It’s about a real honest to earth passion for making people better. It’s about being rewarded for caring for those who can’t care for themselves. It’s about defending the rights of every patient who walks through your door.”

8 | Asia Outlook issue 42

“Skills can be developed,” he says.

“Training is provided to the medical staff, especially the nursing team.

We offer sponsorships for post-basic training. Upon completion of the training, the trainee will be employed in a related field.”

Furthermore, Columbia Asia has also launched a succession planning programme, a scheme which selects operational managers from the existing pool of high potential employees who are then placed onto a development programme with a view to becoming operational managers or general managers.

This ensures a high degree of clinical governance runs through the organisation, Tan’s second differentiating factor, and one which ultimately leads to superior patient care across the board.

“Our clinical governance follows our very comprehensive standards of care as spelt out in our medical bylaws, focusing primarily on service quality, conduct and ethics,” he adds.

“Our medical advisory board oversees the overall function of the medical advisory committees, which are established at each Columbia Asia hospital as required by the local Private Healthcare Facilities & Services Act.”

OPERATING SMART The third point of difference centres around operational efficiency and ensuring best possible value for patients.

Columbia Asia’s hospitals are designed to reduce excesses in the patient ecosystem, and located as close as possible to the communities they are built to serve.

“Big hospitals incur a lot of structural costs, maintenance costs, utility bills, manpower costs and ultimately result in long gestation periods to achieve breakeven,” Tan explains. “All these inflated costs will be transferred somewhere, and often it will end up in the patients’ bills.”

Technology is also helping Columbia Asia to operate smarter.

ITF Associates ITF Associates provides interior services and construction fit-out for renovation and interior contracts.

For Columbia Asia, ITF worked closely with CPH to produce a modern, clean, and conducive place for patients and visitors of the hospital.

ITF Associates’ in-house joinery factory provided consistent and quality carpentry fit-outs in public rest areas, operating theatres and ward rooms. Material selection for all fit-outs were carefully detailed in compliance to medical grade safety and user friendliness.

ITF takes pride in the meaningful relationship made with CPH for works done in Columbia Asia Hospital.

itf@itfasb.com

Kindah Builders Kindah Builders Sdn Bhd would like to express our utmost congratulations to Columbia Asia for its celebrated success and achievements in the healthcare industry, in addition to our appreciation for their continued support and opportunities to be included as its trusted project contractors.

We look forward to a continuous working relationship with Columbia Asia and strive to maintain our quality of work to be in par with its highest standard of healthcare services.

kbsb@kbuild.com.my

HEALTHCARE

ITF

ASSOCIATES SDN BHD

Interior Builder Services T + 603 62518188 E itf@itfasb.com

THE BEST WORK BEGINS WITH THE RIGHT PEOPLE

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1E, Jalan Anggerik Vanilla X31/X, Kota Kemuning, Seksyen 31, 40460 Shah Alam, Selangor Darul Ehsan, Malaysia.

Tel: Fax: Email:

+603 – 5124 6290 +603 – 5124 6280 kbsb@kbuild.com.my

ISO 9001: 2015 certification

Asia Outlook issue 42 | 9

COLUMBIA ASIA GROUP OF COMPANIES

KONE Established in 1982, KONE Malaysia provides sustainable People Flow™ solutions for Malaysia’s rapidly growing cities.

KONE has launched 24/7 Connected Services, which uses the IBM Watson IoT platform and other advanced technologies to bring intelligent services to elevators and escalators. It means a completely new experience for KONE’s customers, with less equipment downtime, fewer faults and detailed information on maintenance work. For people using elevators and escalators, it means less waiting time and more personalised experiences. The system enables vast amounts of data from elevator sensors to be monitored, analysed and displayed in real-time, improving equipment performance, reliability and safety.

www.kone.my

COMMUNITY CARE As well as providing healthcare services to its patients, Columbia Asia gives back to the communities around its hospitals through numerous CSR activities.

It supports many NGOs through fundraising events, including Diabetes Malaysia, Cleft Lip and Palate Association of Malaysia (CLAPAM), Breast Cancer Welfare Association (BCWA), Great Heart Charity Association, and many orphanages and other foundations.

Detailing Columbia Asia’s collaboration with Diabetes Malaysia and CLAPAM, Tan says: “Columbia Asia has been contributing to Diabetes Malaysia for years through organising health awareness activities such as the Magical 5k Diabetes Awareness Run, My Life as a Diabetic Child story contest and the Master Chef Challenge.

“These CSR efforts support diabetic children. It is a life-long disease so managing it is essential, and although patients can get insulin for no charge from government hospitals, they still need to buy their own monitoring equipment that consists of glucometers, strips, needles and lancets. They need these items on a daily basis to check their blood glucose level. For underprivileged families, this can be a struggle.

“Over the past 15 years we have also been working closely with CLAPAM in carrying out cleft lip and palate corrective and reconstructive surgeries for the underprivileged across Sarawak. As of 2018, a total of almost 400 corrective surgeries have been successfully carried out.”

10 | Asia Outlook issue 42

For example, it has installed an advanced hospital information system (named CARE21) that creates a near paperless working environment for both staff and patients, and enables doctors to make faster and better decisions regarding diagnosis, treatment and recovery.

Average length of stay (ALOS) is another area in which Columbia Asia has emerged as a healthcare leader, something which Tan explains is further enhanced by technological innovation.

“New medical technologies over the recent decade have helped to decrease the number of invasive surgeries and improved recovery time, resulting in shorter average length of stay,” he says.

“The new technologies have allowed us to achieve better and more efficient patient outcomes. Generally speaking, Columbia Asia’s ALOS for most patients is approximately two days, which we have found to be 20 to

HEALTHCARE

30 percent shorter than most other healthcare facilities.”

Patients are also benefiting from a recently launched app through which they can book appointments, send enquiries and make payments.

REMAINING COMPETITIVE Such technological advances will continue to keep Columbia Asia competitive in the future, a future which Tan admits will be a challenging one.

“We have been consistently analysing and realigning our business strategy,” he adds. “Issues faced by the public hospitals, rising private healthcare costs, medical tourism, ageing populations, increases in non-communicable disease and technological disruptions are impacting the healthcare industry.”

“To remain competitive in this challenging environment, Columbia Asia has been taking approaches like improving case mix intensity through pursuing higher acuity cases,

optimising our central procurement processes, investing in more efficient operating systems and upgrading our diagnostic equipment to stay ahead with technology.

“We are focusing on more customer centric initiatives by implementing continuous improvement programmes and improving our marketing mix in both conventional and digital media to help uplift the brand.”

The company is also expanding its capacity and capability at a rapid rate, whether it be developing services in nephrology, neurology and neurosurgery or expanding the size of its hospitals in Malaysia, Indonesia, Vietnam and India.

Indeed, the latest addition to the group (at Tebrau in the Johore Bahru district of Johor, Malaysia) is set to be operational by end 2019. In addition, two new Malaysian hospitals are also being developed in Batu Kawan (Penang) and Miri (Sarawak).

Columbia will continue to consider

greenfield and brownfield developments as and when opportunities arise, Tan’s concluding remarks painting a positive picture for the future of the organisation.

“We believe that the Columbia Asia’s strategic direction with the vision of ‘we have a passion of making people better’ has differentiated the brand from the competition, as we remain inspired by that same passion across the group.

“Good quality healthcare focusing on driving towards efficient and effective patient outcomes will continue to place us as a top of the mind healthcare provider.”

COLUMBIA ASIA GROUP OF COMPANIES Tel: +603 5521 5151 www.columbiaasia.com

Asia Outlook issue 42 | 11

COLUMBIA ASIA GROUP OF COMPANIES Columbia Asia Sdn Bhd Suite W701, West Tower, 7th Floor Wisma Consplant 1, No.2, Jalan SS16/4 47500 Subang Jaya, Selangor, Malaysia Tel: +603 5521 5151 www.columbiaasia.com PRODUCED BY ASIA OUTLOOK MAGAZINE