Speakers:

• Qutaiba Al Manaseer. Government Affairs Director, Middle East & Africa, AstraZeneca. AstraZeneca
• Rayan Samman, Group Chief Experience Officer, Saudi German Hospital KSA
• Joseph George, GCC Regional Head of IT, Aster Hospitals and Clinics
• Mohammed Al Hajjy, Virtual Care Program Manager, King Faisal Specialist Hospital and Research Centre, KSA
• Kowshik Bhattacharjee, Head - Service Excellence, Medcare Hospitals
• Mazin Gadir, Strategy & Organizational Transformation Advisor, Director of Outreach, PMI UAE
• Anu Mathews, Head of Digital Transformation and Customer Experience, Bayer Middle East

Agenda:

The healthcare sector has been leading the charge in personalised patient experience delivery. There have been significant investments in data management, omnichannel as well as seamless journey creation including self-service. How is this going to evolve?

9.00 Setting the scene: opening panel discussion

Experts delve into the following discussion points:

• CX and DX alignment in the healthcare sector in the Middle East
• Country spotlight – Looking at CX in the healthcare sector in UAE, Oman, Bahrain, Kuwait
• Identifying and assessing industry challenges
• Discovering what to do and what not to do, what worked and what didn’t?

           Qutaiba Al Manaseer. Government Affairs Director, Middle East & Africa, AstraZeneca

           Rayan Samman, Group Chief Experience Officer, Saudi German Hospital KSA

9.30 What trends will be in the spotlight for inpatient experience over the next 2 years

• Higher AI and IA penetration to deliver an exemplary patient experience
• Shared Service Centers migrating to Centers of Excellence
• More budget being allocated to enhance the patient experience
• Patient experience reaches the maturity threshold

9.40 CIO Chats - Examing the healthcare sector's leadership in personalised experience and service delivery. 

There have been significant investments in data management, use of data centres, omnichannel as well as seamless journey creation including self-service.

• How has this been managed? What is expected in the next 2 years?
• What are some of the challenges CIOs and CX leaders face in implementing these at scale?
• The pandemic has seen the customer becoming more demanding and expecting services comparable to the best in the industry. How are you keeping track of this?
• How has VoC evolved to ensure the patient is still central to all implementation.

           Joseph George, GCC Regional Head of IT, Aster Hospitals and Clinics

           Mohammed Al Hajjy, Virtual Care Program Manager, King Faisal Specialist Hospital and Research Centre, KSA

10.00 What are the top technologies being evaluated by organisations to improve citizen and patient experience?

• Data Analytics
• CRM
• AI
• BPM
• NLPs/ Chatbots
• IA

10.10 Tech Talks - which technologies are attracting investments?

• Will a data-centric approach be the key to alleviating citizen and patient experience?
• Whilst, BPM and RPA together may provide benefits independently, under the right circumstances and implementation strategy they can provide extended benefits when implemented together. 
• Do you see BPM and IA implementation providing relational value in your organisation?

           Kowshik Bhattacharjee, Head - Service Excellence, Medcare Hospitals

           Rayan Samman, Group Chief Experience Officer, Saudi German Hospital KSA

10.30 What is the ROI benchmark of CX tech deployment in your organisation?

• Minimising the cost of operation
• Improve service and operational competencies
• Driving new revenue streams
• Creating value for internal and external stakeholders
• Strengthening risk management and governance

10.40 Industry insightful takeaways: closing summary session and wrap up

After all the valuable discussions we will wrap up by summarizing the exchange with:

• A recap of top challenges
• Potential solutions and the way forward
• What’s next?
• What lessons can we take away from this exchange?

            Mazin Gadir, Strategy & Transformation Advisor, Digital Health Consultant; Director of Outreach, PMI UAE 

            Anu Mathews, Head of Digital Transformation and Customer Experience, Bayer Middle East

11.00 Close of the Leaders Connect

About the Healthcare Leaders Connect Speakers:

Kowshik Bhattacharjee, Head - Service Excellence, Medcare Hospitals.

Kawshik has independently managing special projects like “Dial 30” across the Apollo Healthcare group which has helped in increasing operational efficiencies and also nursing bandwidth to do clinical work. Kowshik received the ‘Bharat Gaurav Award in 2017’ for significant contribution in medical services in the field of Customer Service and has been contributed in the recognition of Apollo Hospitals Enterprise Limited with various domestic and international awards for Service Excellence. He supervised the development of entire VOC mechanism in 2012 which was late awarded as the ‘Best Innovation in Service Industry’ by AIMA and led the development of a unique platform for collecting OP feedback across various touch points (Apollo Instant Feedback System) which is one of its kind in the healthcare sector in India, which is now being used across AHEL.

Qutaiba Al Manaseer. Government Affairs Director, Middle East & Africa, AstraZeneca. Qutaiba Al Manaseer has more than 16 years’ experience in the biopharmaceutical industry. He is the Government Affairs Director for the Middle East and Africa, and he is leading the COVID vaccine supply project in AstraZeneca in this region. Qutaiba serves in the Emirates Health Economics Society board as the Media and Public Relations Chairman. Qutaiba holds an MBA from the Swiss Business School, Switzerland and a bachelor’s degree in Pharmacy from the University of Jordan. He is completing a master’s in health economics from Barcelona School of Management. Before joining AZ, Qutaiba was the strategic market access and pricing lead for GSK Gulf. Qutaiba is a strong advocate for Diversity and Inclusion, and he was the Global Development Lead in the Executive committee of the Women Leadership Initiative in GSK.

Rayan Samman, Group Chief Experience Officer, Saudi German Hospital KSA. Over the past 20 years, Rayan has built CX capabilities and experiences, it started from the Volunteering and social development activities, then it was sharpened through the business journey. Rayan is a leader who believes in Person Centered Care, driving sustainable impact through envision, empowering and engagement.

Joseph George, GCC Regional Head of IT, Aster Hospitals and Clinics. Joseph is a Certified Healthcare Chief Information Officer (CHCIO), an Influential IT Leader , with 20 years of achievement in leveraging technology to drive organizational growth, performance, profitability, and quality outcomes. Joseph acts as a change agent, healthcare compliance and governance officer and is capable of orchestrating transformative business strategy through data-driven decisions and Business Intelligence. Joseph has masterminded innovations with a focus on developing flexible, effective and scalable solutions for patients and organizational problems. He has diverse experience in Greenfield hospital setup and high turnaround environments, with extensive knowledge of the healthcare industry.

Mohammed Al Hajjy, Virtual Care Program Manager, King Faisal Specialist Hospital and Research Centre, KSA. Mohammed leads and manages the implementation of Virtual Care delivery at KFSH&RC. Previous to this he was Medical Informatics Specialist at KFSH&RC where he was the System Admin of the Quality Information System and coordinated benefits realizations studies for electronic health information systems pre and post implementations. He led the implementation of an electronic clinical decision support system and coordinated training of the newly hired / university interns in Health Informatics, He has experience in supporting medical and clinical Informatics solutions to enhance hospital workflows and quality of care and coordinate "Benefits Realization" studies, to measure the gained values post HIS implementation. Mohammed has managed change process during the current code upgrade project and followed up and communicate HIMSS 7 standards within the organization. Mohammed has coordinated Physicians Informatics Governance Committee.

Anu Mathews, Head of Digital Transformation and Customer Experience, Bayer Middle East