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SMOOTH OPERATORS
Ryan Bonifacio, MD
Benedicto Cid
Marjay Gulapa, MD
Tanya Louisse Tysmans, MD
February 15,2020
MEETING HUGE
CHALLENGES:
PARKWAY SINGAPORE
QUESTIONS:
Parkway Group Hospitals
– How can it compete
within Asia’s Medical
tourism market
– How can Parkway
position itself to
attract more patients?
Situation Analysis
Founded 1987 by Dr. Lim Cheok Peng
Situation Analysis
PARKWAY HOSPITALS
Strong Brand, Growing With
Acquisition
Situation Analysis
PARKWAY
HOSPITALS
GLENEAGLE HOSPITAL
Situation Analysis
• High quality service
standards from Pre
admission to discharge
• Reception counter/
assistance desk: 24/7
• Patients as five star
hotel guests
• Translator
Situation Analysis
• High speed
internet
• Video on demand
• Video games
• Dedicated staff per suite
Situation Analysis
• Cutting edge
technology
• Modern facilities
Situation Analysis
GLENEAGLE HOSPITAL
Situation Analysis
ROOMS FOR RENT/PURCHASE
GUARANTEED BED
24/7 ADMISSION DESK
68% share of accredited
specialist
44% of private hospital
admissions in all of Singapore
Situation Analysis
Parkway’s Weaknesses
Many Cheaper But Strong Tourism Alternatives
Top Medical Tourism Countries – USD K Per capita GDP 2019
1- USA 65.1
2- S Korea 31.4
3- Turkey 9.0
4- Thailand 7.8
6- India 2.2
8- Malaysia 11.1
10- Iran 5.5
11- Jordan 4.4
12- Taiwan 24.8
13- UAE 37.7
18- Singapore 64.0
20- Israel 42.8
24- Australia 53.8
Source: International Monetary Fund
Situation Analysis
Threats to Parkway
Strong Competitors Right Next Door
• Thailand 4x & Malaysia 2x
Singapore’s medical tourism
revenue
• Thailand in 2018 64 JCI
facilities
– 3x more than all Singapore
• Malaysian national
organizations drive medical
tourism
Situation Analysis
Opportunities for Parkway
Capitalize on Its Strengths
• Expansion into lower cost
countries
Situation Analysis
• Replication of its high quality
model
SUCCESS MODELS
• Serious investment
drives success
– Over 20 years,
Thailand built up JCI
accredited facilities
Situation Analysis
• Focus drives success
– South Korea and
Thailand first focused
on beauty
MISSION:
To make a difference in people’s
lives thru excellent patient care
VISION:
To be the global leader in value-
based integrated health care
Objectives
Objectives
• Increase medical
tourism revenue and
profit
• Strengthen its brands
across Asia and the
Middle East
Strategies & Tactics
LEVERAGE: by rolling out hospitals under the same name
– Start in nearby countries
– Replicate excellent
services locally
– Earn JCI accreditation
Strategies & Tactics
LEVERAGE: by rolling out hospitals under the same name
– Luxury brand with
excellent amenities
– Linkage with local
medical tourism
organizations
– Replicate medical and
customer service model
– In Parkway affiliates
which cater to premium
market segments
– In countries with large
base of expert
practitioners
Strategies & Tactics
LEVERAGE its expertise across more countries
– Focusing on medical
specialties where
Parkway hospital
expertise maximizes
superiority
– Earn JCI accreditation
Strategies & Tactics
LEVERAGE its expertise across more countries
– Support the development
of leading edge medical
practice
– Focus on complex medical
conditions and practices
– Propagate innovative
practices across the
tourism network
Strategies & Tactics
PROTECT AND ENHANCE Gleneagles reputation
Actions: CAREFULLY SELECT NEW SITES
• Based on thorough
assessments
– Operating costs much
lower than Singapore
– Abundant medical
expertise
– Substantial non-
medical tourist traffic
• Ensure management of new sites thoroughly
versed in Singapore experience
– Local management to work in Singapore for at
least a year prior to launch
– Launch management will combine Singapore and
destination country nationals
Actions:
MANAGEMENT KNOWS SINGAPORE LESSONS
• Only one or two
medical specialties at
launch
• Different sites,
different specialty
• Debug operations
during soft launch
before marketing
Actions:
FOCUS NARROWLY, PACE CAREFULLY
Controls
• Closely track medical
and customer service
quality indicators
• Achieve customer
satisfaction levels
comparable to
Singapore from Year 1
of full operations
• Pace expansion,
avoid borrowings
• Relax profitability
targets in early years
Actions:
FOCUS NARROWLY, PACE CAREFULLY
QUESTIONS:
Parkway Group Hospitals
– How can it compete
within Asia’s Medical
tourism market
– How can Parkway
position itself to
attract more patients?
SMOOTH OPERATORS
Ryan Bonifacio, MD
Benedicto Cid
Marjay Gulapa, MD
Tanya Louisse Tysmans, MD
February 15,2020
MEETING HUGE
CHALLENGES:
PARKWAY SINGAPORE

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Parkway hospitals Smooth Operators v78

  • 1. SMOOTH OPERATORS Ryan Bonifacio, MD Benedicto Cid Marjay Gulapa, MD Tanya Louisse Tysmans, MD February 15,2020 MEETING HUGE CHALLENGES: PARKWAY SINGAPORE
  • 2.
  • 3. QUESTIONS: Parkway Group Hospitals – How can it compete within Asia’s Medical tourism market – How can Parkway position itself to attract more patients?
  • 4. Situation Analysis Founded 1987 by Dr. Lim Cheok Peng
  • 5. Situation Analysis PARKWAY HOSPITALS Strong Brand, Growing With Acquisition
  • 8. • High quality service standards from Pre admission to discharge • Reception counter/ assistance desk: 24/7 • Patients as five star hotel guests • Translator Situation Analysis
  • 9. • High speed internet • Video on demand • Video games • Dedicated staff per suite Situation Analysis
  • 10. • Cutting edge technology • Modern facilities Situation Analysis
  • 11. GLENEAGLE HOSPITAL Situation Analysis ROOMS FOR RENT/PURCHASE GUARANTEED BED 24/7 ADMISSION DESK 68% share of accredited specialist 44% of private hospital admissions in all of Singapore
  • 13. Parkway’s Weaknesses Many Cheaper But Strong Tourism Alternatives Top Medical Tourism Countries – USD K Per capita GDP 2019 1- USA 65.1 2- S Korea 31.4 3- Turkey 9.0 4- Thailand 7.8 6- India 2.2 8- Malaysia 11.1 10- Iran 5.5 11- Jordan 4.4 12- Taiwan 24.8 13- UAE 37.7 18- Singapore 64.0 20- Israel 42.8 24- Australia 53.8 Source: International Monetary Fund Situation Analysis
  • 14. Threats to Parkway Strong Competitors Right Next Door • Thailand 4x & Malaysia 2x Singapore’s medical tourism revenue • Thailand in 2018 64 JCI facilities – 3x more than all Singapore • Malaysian national organizations drive medical tourism Situation Analysis
  • 15. Opportunities for Parkway Capitalize on Its Strengths • Expansion into lower cost countries Situation Analysis • Replication of its high quality model
  • 16. SUCCESS MODELS • Serious investment drives success – Over 20 years, Thailand built up JCI accredited facilities Situation Analysis • Focus drives success – South Korea and Thailand first focused on beauty
  • 17. MISSION: To make a difference in people’s lives thru excellent patient care VISION: To be the global leader in value- based integrated health care Objectives
  • 18. Objectives • Increase medical tourism revenue and profit • Strengthen its brands across Asia and the Middle East
  • 19. Strategies & Tactics LEVERAGE: by rolling out hospitals under the same name – Start in nearby countries – Replicate excellent services locally – Earn JCI accreditation
  • 20. Strategies & Tactics LEVERAGE: by rolling out hospitals under the same name – Luxury brand with excellent amenities – Linkage with local medical tourism organizations
  • 21. – Replicate medical and customer service model – In Parkway affiliates which cater to premium market segments – In countries with large base of expert practitioners Strategies & Tactics LEVERAGE its expertise across more countries
  • 22. – Focusing on medical specialties where Parkway hospital expertise maximizes superiority – Earn JCI accreditation Strategies & Tactics LEVERAGE its expertise across more countries
  • 23. – Support the development of leading edge medical practice – Focus on complex medical conditions and practices – Propagate innovative practices across the tourism network Strategies & Tactics PROTECT AND ENHANCE Gleneagles reputation
  • 24. Actions: CAREFULLY SELECT NEW SITES • Based on thorough assessments – Operating costs much lower than Singapore – Abundant medical expertise – Substantial non- medical tourist traffic
  • 25. • Ensure management of new sites thoroughly versed in Singapore experience – Local management to work in Singapore for at least a year prior to launch – Launch management will combine Singapore and destination country nationals Actions: MANAGEMENT KNOWS SINGAPORE LESSONS
  • 26. • Only one or two medical specialties at launch • Different sites, different specialty • Debug operations during soft launch before marketing Actions: FOCUS NARROWLY, PACE CAREFULLY
  • 27. Controls • Closely track medical and customer service quality indicators • Achieve customer satisfaction levels comparable to Singapore from Year 1 of full operations
  • 28. • Pace expansion, avoid borrowings • Relax profitability targets in early years Actions: FOCUS NARROWLY, PACE CAREFULLY
  • 29. QUESTIONS: Parkway Group Hospitals – How can it compete within Asia’s Medical tourism market – How can Parkway position itself to attract more patients?
  • 30. SMOOTH OPERATORS Ryan Bonifacio, MD Benedicto Cid Marjay Gulapa, MD Tanya Louisse Tysmans, MD February 15,2020 MEETING HUGE CHALLENGES: PARKWAY SINGAPORE

Editor's Notes

  1. This template can be used as a starter file for presenting training materials in a group setting. Sections Sections can help to organize your slides or facilitate collaboration between multiple authors. On the Home tab under Slides, click Section, and then click Add Section. Notes Use the Notes pane for delivery notes or to provide additional details for the audience. You can see these notes in Presenter View during your presentation. Keep in mind the font size (important for accessibility, visibility, videotaping, and online production) Coordinated colors Pay particular attention to the graphs, charts, and text boxes. Consider that attendees will print in black and white or grayscale. Run a test print to make sure your colors work when printed in pure black and white and grayscale. Graphics, tables, and graphs Keep it simple: If possible, use consistent, non-distracting styles and colors. Label all graphs and tables.
  2. With many hospitals in Asia competing in the medical tourism market how can Parkway position itself to attract more patients?
  3. a wholly-owned subsidiary of Parkway pantai limited, is one of the leading providers of private health care service in asia This reputation is the result of Quality clinical outcomes and Comprehensive health care Made achievable with an extensive network of hospitals, integrated health care facilities and over 40 years of experience in hospital development
  4. Operates 4 hospitals in Singapore Mount elizabeth novena hospital, mount elizabeth hospital, parkway east hospital, and gleneagles hospital Where multidisciplinary specialist care is effectively administered in one place
  5. GLENEAGLE hospital, parkways flagship facility, Was ranked by Medical travel quality alliance (MTQUA) as second highest for medical tourism in 2010 And this achievement is a testament that they achieved their primary mission which is to make a difference in peoples lives through high level of patient care
  6. Attracting new patients Invites specialist to purchase or rent rooms on its premises. By creating this close proximity, the doctors tend to admit their patients here, where the admission desk operates 27/7, without the need of referral or appointment, and a guaranteed bed 68% share of accredited specialist and 44% of private hospital admissions in all of singapore
  7. Has acquired strong hospitals in rest of asia and the middle east 16 hospitals in Singapore, malaysia, Brunei, india, china, united arab emirates network of affiliated hospitals to feed patients Parkway Singapore
  8. Thailand alone in 2018 had 64 JCI accredited facilities, 3x more than all Singapore JCI is gold standard in healthcare standards Means Singapore had 16 JCI facilities Parkway alone has 4 hospitals Others likely specialist facilities Umbrella organizations drive medical tourism in Malaysia Maximizing leverage against individual operators
  9. Expansion into lower cost countries Replication of its high quality model in other countries
  10. Success in medical tourism results from serious investment Over 20 years, Thailand built a large group of JCI accredited hospitals Success results from focus South Korea and Thailand built reputations by specializing in one medical area
  11. Increase medical tourism revenue and profit for Parkway Singapore Strengthen the Gleneagles and Parkway brands across Asia and the Middle East
  12. Leverage the Gleneagles name by rolling out a range of hospitals under the same name -Start in nearby countries where Gleneagles is respected -Replicate successful medical and customer service practices locally -Earn JCI accreditation -
  13. Leverage the Gleneagles name by rolling out a range of hospitals under the same name -Start in nearby countries where Gleneagles is respected -Replicate successful medical and customer service practices locally -Earn JCI accreditation -Position Gleneagles as a luxury brand, providing appropriate amenities -Link up with local medical tourism umbrella organizations for marketing leverage
  14. Leverage Gleneagles expertise across more countries Replicate the Gleneagles medical and customer service model In Parkway affiliates which cater to premium market segments In countries with large base of expert practitioners
  15. -Focusing on medical specialties where Gleneagles and local Parkway expertise maximizes superiority -Earn JCI accreditation
  16. PROTECT AND ENHANCE Gleneagles reputation - By supporting development of leading edge medical practice in Singapore - By focusing on complex medical conditions and practices - Propagating innovative practices across the Parkway tourism network
  17. Select new sites based on thorough assessments Operating costs much lower than Singapore Abundant medical expertise Substantial non-medical tourist traffic
  18. Ensure management of new sites thoroughly versed in Singapore experience Local management to work in Singapore for at least a year prior to launch Launch management will combine Singapore and destination country nationals
  19. -Focus on only one or two medical specialties at launch -Different sites, different specialty focus -Debug operations during soft launch before marketing
  20. Closely track medical and customer service quality indicators Achieve customer satisfaction levels comparable to Singapore from Year 1 of full operations
  21. -Pace expansion, avoid borrowings -Relax profitability targets in early years
  22. With many hospitals in Asia competing in the medical tourism market how can Parkway position itself to attract more patients?
  23. This template can be used as a starter file for presenting training materials in a group setting. Sections Sections can help to organize your slides or facilitate collaboration between multiple authors. On the Home tab under Slides, click Section, and then click Add Section. Notes Use the Notes pane for delivery notes or to provide additional details for the audience. You can see these notes in Presenter View during your presentation. Keep in mind the font size (important for accessibility, visibility, videotaping, and online production) Coordinated colors Pay particular attention to the graphs, charts, and text boxes. Consider that attendees will print in black and white or grayscale. Run a test print to make sure your colors work when printed in pure black and white and grayscale. Graphics, tables, and graphs Keep it simple: If possible, use consistent, non-distracting styles and colors. Label all graphs and tables.