Sunway Hospital
Background of SUNWAY MEDICAL CENTRE
SUNWAY MEDICAL CENTRE BERHAD is a multi-disciplinary acute tertiary care hospital, located in the integrated resort of Bandar Sunway.
As a hospital with cutting-edge medical technologies.
Sunway Medical Centre made national history in 2005 by being the first Hospital (Laboratory) in Malaysia to be accredited with MS ISO 15189:2004
‘Medical laboratories – Particular requirements for quality and competence’ in the field of Medical Testing: Chemical Pathology, Haematology & Medical Microbiology.
In November 2008, the Laboratory was confirmed to be in compliance with the new version of MS ISO 15189:2007 and was issued the new Certificate of Accreditation bearing Laboratory Accreditation Scheme of Malaysia (SAMM) No: 306.



The Certificate of Accreditation is valid until 11October 2014.
Vision

To be a world class, health care organisation of choice.
Mission



· To provide professional, innovative quality services that exceeds customer expectation.

· To provide value added services.

· To provide modern, comprehensive and safe facilities and environment.

· To provide continuous development of human capital.

· To provide satisfactory return to shareholders.
www.sunway.com.my
SWOT analysis for sunway medical centre
SWOT analysis is a method for analysing a business, its resources, and its environment.
SWOT is commonly used as part of strategic planning and looks at:
  • Internal strengths
  • Internal weaknesses
  • Opportunities in the external environment
  • Threats in the external environment
Sunway medical centre:
Strength:
  • Sunway medical centre have good reputation
[ MS ISO 15189:2007 ]Issued the new Certificate of Accreditation bearing Laboratory Accreditation Scheme of Malaysia (SAMM) No: 306.
  • Sunway medical centre is committed to be a world class
Health care organisation of choice, strongly believe that operational excellence and patient safety form an integral part in meeting and exceeding our customers’ expectations. These certification bodies believe in it. should trust us too [ quality health, standards MS ISO, malaysia society for occupationa; safety and health, AIS].
Weaknesses:
  • Limit in Services and procedures offered
Sunway medical centre specialize on only type of disease and ignore others, type of disease specialize are arterial disease, venous others are excision, sclerotherapy and so on and left others type of diseases.
Opportunities:
  • Services delivered improvement
Sunway medical centre it grow in technology delivered service to its patients such as nurses at home, where by patients can make reservation day and time for nurses to delivery services at home and also one of the mission of sunway medical centre is to provide professional, innovative quality services that exceeds customer expectation
Threats:
  • Competition
Threats of sunway medical centre is competition they faced from others hospital such as KL Royal Hospital, Kuala Lumpur medical centre, Kuala Lumpur General Hospital, Hospital Angkatan Tentera Tuanku Mizan and so on.
www.malaysiaprivatehospitals.com
www.malaysianmedicalassociation.com

Mc Farlan “ Sunway Medical Centre”:
Mc Farlan is strategic used to explain the framework of the IT Position for the organization so know we are going to implementation this strategic in Sunway Medical center.
Factory:
Factory it in the organization almost help the organizer to achieve the right point in successful way. We can’t run or business without this part because it is important part to complete the circle of the Mc farlan, beside that Factory it is in the future side so it may affect the future of the organization. This is explain for the organization Supply Chain Management this system is help the Sunway hospital to manage all the important information and also manage or distribution medical process form the supplier “medicine, Medical equipment”.
Customer relationship management it is help to keep the relation between the Sunway hospital and customer” patients” this is important point because the organization depends on the patients.
Strategic:
Technology determine the important of the it in strategic, the location of this strategic is it is major for the current and future. The hospital strategic is to maintain the level of the hospital because this it will help them between the competitions and also keep their own customers, such as the big insurance companies in Malaysia AXN, ING. Also the best service always uniqueness the business Sunway always provide service depends on the customers if the customers need five stars ”suits”.
Knowledge Management Portal: this is system Sunway hospital provide it to help the various offices and departments to share knowledge, Team Rooms and the Document Management System (DMS ) focusing on knowledge-sharing efforts in the areas where we can have the most immediate and measurable impact.
Support:
Support helps the organization like Sunway to support the impact in the business and explain the process of the business current and the future. The staff management in the hospital is managing by Employee management system this system is help regulation of salaries, Attendance and at the end give a report about the employment performance.
Turnaround:
Turnaround is system follow from the organization to help financial management and strategic in the .
Hospital Information System - According to the McGraw-Hill Concise Dictionary of Modern Medicine (2002) sunway they are using computers to serve the hospital and save the data of the hospital.
Factory
vCustomer relationship management
Strategic
vKnowledge Management Portal
Support
vEmployee management system
Turnarounds
vHospital Information System



Sunway Medical Centre
The Following below are the SMART OBJECTIVES for Sunway Medical Centre:



Increase revenues by 20% by 2014
Create 3 social responsibility programs in 2013 for special standard people and under served in community.
Prevent and lessen the loss of medical equipments by 97% by second quarter of 2013
To increase service delivery by 65% during the end of the third quarter of 2013
Maximize the use of website existence as the hospital help/ front-desk for pre and current customer worldwide by June 2012
Reduce error medication during patient's treatment and surgery by 99% in 7 years
Conduction of educational training from 25 December 2012 to 25 March 2013 programs to improve services
To open 3 branches nationwide in the next 3 years and to have mobile health care center monthly.
Increase patient satisfaction rate from 60% to 90% by March 25 2013

Strategy

Provide high-quality health care residents of the area

The sunway healthcare needs to find new ways for improving the performance of the company. The sunway hospitals are located and developed in the best part of the city, they choose strategic places to build the hospital, the inside environment is quite, clean and modern base on the update equipment, these are good factors for them but another factor to improve the quality of the services is using best staff, from cleaner staff, nurses, doctors, to the top level of management, all of them must be the best in their filed.

This factor helps to attract the people or residence near the hospital. Another factor can help them is creating some ways to monitor the patient from home, they can monitor the patents with innovative services such as House calls, monitoring the clients’ health from home through special medical devices. Some patient need care after or during the recovery period or treatment period such as customers done the surgery, or having cancer, they can check the patient and give them medical attention.

Growth

Sun way medical centre aims to be a world class health care organisation The hospital has already reached success as subsidiary of the sunway Group which is renowned for its good management structure and strong policies that maintain the standard of their stockholders.

(http://www.sunway.com.my/sunmed/)


International accreditation

Sun way medical should make an effort to get internationally accredited and that they subscribe to high level of clinical and service excellence, besides having superior technology and patient-oriented facilities.

According to Ramanna (2006) hospitals tend to seek accreditation because they see accreditation as a means of assuring medical tourists that they can get western quality healthcare at third world prices.

Increase the revenue of medical tourism by 45% by second quarter of 2013.
Strategic Approach

According to the SWOT analysis of the Sunway.com, the growth of medical tourism in Malaysia has provided a good opportunity for Sunway Medical Center to get more patients and thus increase their revenue. In order to capture this segment of market, Sunway Medical Center can use the strength of its parent company, Sunway Group in hospitality and leisure sector, by offering a combination of healthcare and travel package to overseas patients. It gives a good opportunity for patients to come here not only solely for medical purpose, but also for them to enjoy a good vacation experience and the hospitality provided by Sunway. This will seems to be a very attractive offer, especially for patients who are accompanied by their family or friends. This strategy helps Sunway Medical Center to offset their weakness in having only one hospital by having extra source of patients from medical tourism.

Bottom up approach:

The bottom-up approach means that local actors participate in decision-making about the strategy and in the selection of the priorities to be pursued in their local area. Experience has shown that the bottom-up approach should not be considered as alternative or opposed to top down approaches from national and/or regional authorities, but rather as combining and interacting with them, in order to achieve better overall results.

www.elard.eu/the-bottom-up-approach


Earl’s bottom up approach involves investigation, understand and analysis about the current or existing system for Sunway medical Centre hospital:


Divest
-The design of the website of Sunway medical Centre.
Reassess
-customer relationship management
Renew
-Hospital Enterprise Data Warehouse
-Expert system
Maintain
-Human resource management system for recruitment, job opportunities

Divest- low value and low quality, the design of Sunway medical Centre hospital is poor is not attracted by its colors and user friendly of it, its look is same as old website which don’t have important features on it such as booking for doctors time or day, patient information page which will allow patient to view information of what they expect based on treatment when arrival to the hospital.


Reassess- low business value and high technical quality, the Sunway medical Centre hospital has feedback and contact us features but does not contribute much to the business value as it is not specific it so general feedback, it is a future trend for Sunway hospital that could provide extensive business value, therefore this solution needs to be reassessed to gain greatest benefits.


Renew-high value but low technical quality, the Sunway hospital needs to renew the system of Hospital Enterprise Data Warehouse, Expert system those system of the hospital are in high value but low technical quality although the cost is high for the renew those system but for high value purposes or aim it will need to make renew and implementation process.


Maintain-high business value and high technical quality Human resource management system, this system is very important for Sunway hospital as it recruit professional employees as doctors, nurses, IT employees and so on, therefore it must be maintain to hire professional people who will bring changes to the hospital and get high value in business.


Bottom up approach:
The bottom-up approach means that local actors participate in decision-making about the strategy and in the selection of the priorities to be pursued in their local area. Experience has shown that the bottom-up approach should not be considered as alternative or opposed to top down approaches from national and/or regional authorities, but rather as combining and interacting with them, in order to achieve better overall results.
Earl’s bottom up approach involves investigation, understand and analysis about the current or existing system for Sunway medical Centre hospital:

Divest
-The design of the website of Sunway medical Centre.
Reassess
Customer relationship management
Renew
-Hospital Enterprise Data Warehouse
-Expert system
Maintain
-Human resource management system for recruitment
And job opportunities
Divest- low value and low quality, the design of Sunway medical Centre hospital is poor is not attracted by its colors and user friendly of it, its look is same as old website which don’t have important features on it such as booking for doctors time or day, patient information page which will allow patient to view information of what they expect based on treatment when arrival to the hospital.

Reassess- low business value and high technical quality, the Sunway medical Centre hospital has feedback and contact us features but does not contribute much to the business value as it is not specific it so general feedback, it is a future trend for Sunway hospital that could provide extensive business value, therefore this solution needs to be reassessed to gain greatest benefits.
Renew-high value but low technical quality, the Sunway hospital needs to renew the system of Hospital Enterprise Data Warehouse, Expert system those system of the hospital are in high value but low technical quality although the cost is high for the renew those system but for high value purposes or aim it will need to make renew and implementation process.
Maintain-high business value and high technical quality Human resource management system, this system is very important for Sunway hospital as it recruit professional employees as doctors, nurses, IT employees and so on, therefore it must be maintain to hire professional people who will bring changes to the hospital and get high value in business.

No.
Information System
Business Value
Technical Quality
1
Human resource management system
High
Medium
2
Customer relationship management
High
Low
3
Payroll system
Low
High
4
Expert system
Medium
High
5
Website
Medium
Low
6
Hospital information system
High
Low
7
Inventory recording system
High
Low
8
Patient databases
High
Low
9
Knowledge management system
High
Low
10
Accounting system
High
High
11
Electronic roster solution
Medium
High
12
Payment system
High
Low
13
Monitoring Process system
Low
High
  1. Human Resource management system
It is very hign in demand and value, to function it works for the organizaiton and the business and to function for the recruitment and training of staffs. It is not difficult to manage.
  1. Customer Relationship management
This department is managing the customer relationship management for Sunway Medical Centre to interact with the customers. It is not easy to maintain.
  1. Payroll System
This department manages all the financial records, salaries. It has low business model and if this system is removed it will have a negative impact towards Sunway medical Centre.
  1. Expert Systems
These system is not used oftenly due to the amount of doctors available, but it is important to have these systems if the doctors are not available for checkups, recommendations etc.
  1. Website
Website provides online user with more important and brief information regarding Sunway Medical Centre, the business can still run with the need of the website but it is fairly low to control.
  1. Hospital information system
This system imporves the quality of the sytem and its operational efficiently. This system should be improved more to strengthen the system.

  1. Accounting System
Sunway Medical Centre accounting system is capable of having all the requirements done with time and meeting the deadlines.
  1. Inventory Recording Systems
Inventory is very important cause it has records, and instock, inventory to maintain the products and keep the operations running efficiently by having full stock avaolable at all times. The system should be renewed due to current system is faulty and causes loss of equipments.

  1. Patient database
This keeps tracks of the patients and their medical history and relationship with the hospital. Monitoring their conditions and efficiently giving them care and treatment, the current system is not being used properly as so Sunway Medical Centre should imporve the patient database.
  1. Knowledge Management System
This system is a restricted system in Sunway Medical Centre as it contain important information, this system keeps the doctors updated with latest information and updated data and is successful for helping in decision making.
  1. Electronic Roster Solution
Sunway has invested in this system and this system is important for hospitals requirements and management. Therefore it is important but might not be critical to run the system.


Payment system
The payment system needs to be reviewed and updated due to the present system being slow and unresponsive at times, where as patients might even need to wait more than 10 minutes which will give a bad image to the Sunway Medical Centre, therefore patients would rather choose an alternative and Sunway Medical Centre will loose customers.
Monitoring the process system

As explained before Sunway Hospitals is a large organization, which serves around 2 million patients anually, which is very important to be monitored and checked cause large organization like these need to be checked and cleared.

Brainstorming
This technique is organizaed to be conducted between group members to generate new ideas and information system initiatives by the Sunway Medical Centre.
Here is a few list of the initiatives that were chosen to brsin storm on: RFID Inventory management
  • Medcial tourism service management
  • Website Restructure
  • Search Engine optimization
  • Patient Portal
  • Staff Portal
  • Social Networking
  • E-Payment system
  • Laboratory Infromation system
  • Hospital information system
  • Accounting system
  • Online appointment system
  • E-Medical Record
These are the ideas that were discussed and initiatives were adapted and checked. The list with details is at the system initiatives following the ishikawa Diagram.
Ishikawa Diagram


This diagram is known as the fishbone diagram. It is used to show all the functions. This tools helps in identifying the problems, causes, and compares the importance of the difference with the objectives. Below is the picture for ishikawa diagram. Figure 5 explains the ishikawa diagram for Customer Relationship Management.
Ishikawa Diagram.png
Figure 5: ishikawa Diagram for Customer Relationship Management


System Initiatives Implementation




No.
Information System
Priority
Implementation Date
Project Length
Method
1
Payment system
Medium
20th August 2012
9 months
Off the shelf
2
Patient portal
Medium
2nd October 2012
1 year
Build In-house
3
Staff portal
Low
5th January 2013
1 month
Build In-house
4
Website re-design
High
3rd November 2012
6 months
Outsource
5
Medical tourism service system
High
1st January 2013
4 months
In-house
6
Social networking
Medium
1st March 2013
3 months
In-house
7
Accounting system
Low
1st September 2013
1 month
Off the shelf
8
Medical supply chain system
Medium
December 2013
4 months
In-house
9
E-Appointment system
Medium
5th February 2013
4 months
In-house
10
RFID inventory management system
High
1st March 2013
8 months
Outsource
11
Clinical Decision support system
Low
1st July 2014
11 months
Outsource
12
Hospital information system
Low
3rd Feburary 2013
2 months
Outsource
13
Online registration
High
Feburuary 2013
3 months
In-house
14
System disaster and recovery
Low
Feburuary 2013
6 months
In-house / Outsource
15
E-learning
High
Feburuary 2013
6 months
Outsource

The Five Whys Technique


The Five-way technique is simple, as it requires question and then answering the technique that explains the situation. It helps finding the solution by tracking the root cause and problem of it.


Problems to be discussed on the main level of understanding, to understand the situation that occurrs fequently in Sunway Medical centre.

According to Shannon the Cost of Healthcare Equipment is high and keeps increasing.

  1. What is the main reason for the high Expenditure on Equipmentsd?

The newer the Equipment the higher it cost as it is the most in demand and also it is either being purchased with the help of insurance compnaies, bought or rented, where once bought the other machine comes out with more higher price.


  1. What is the equipment Rented or Bought with the help of Insurance companies?

Equipment are purchased with the help to stay updated even thought it is hard to maintain the cost of the equipment where the rent is more expensive than the purchase.


  1. Why is the equipment not being utilized?

It is either not in use or the equipment gets stolen even before use, stolen or misplaced.


  1. Why is the equipment Lost, Stolen or misplaced?

The Equipment managing department loses the track of equipments with its location resulting in lost or stolen Equipments.


  1. How was the Equipment misplaced and lost or stolen?

Due to the current traditional system it is hard to manage each equipment manually.



Earls Inside Out
Brainstorming Approach:
Brainstorming is a creativity technique designed to generate a large number of ideas for the solution to a problem. The method was first popularized in 1953 by Alex Faickney Osborn, an advertising executive, in a book called Applied Imagination. Osborn proposed that groups could double their creative output by using the method of brainstorming. This has not proved to be correct, but businesses still use the techniques to give a feeling of team spirit and group cooperation.
The current problem of Sunway medical Centre hospital and solutions is as follows:
PROBLEMS
SOLUTIONS
Limited services offered
-increase number of services offered in the hospital
-changing management level, if needed
-decision support system should be more advanced
-hiring external expert to share ideas
Lack of equipment
-buying more equipment for the hospital
-using more advance technology like RFID to control loss of equipment
-change inventory control, if needed
Unavailable doctors and nurses
-recruiting more professional doctors and nurses
-increase motivation to employees
-advertising job vacancy publically
Time consuming/long queue to meet some specialist
-improving appointment time table
-open online appointment system
-increasing time for appointment with specialist in the hospital
The 5 Why Technique:
The 5 Whys is a question-asking technique used to explore the cause-and-effect relationships underlying a particular problem. The primary goal of the technique is to determine the root cause of a defect or problem.
  • Root cause - Limited services offered
1 why-[why limited services offered]
  • Because of lack of qualified doctors
2 why-[why lack of qualified doctors]
  • Because of not hiring more doctors
3 why - [why not hiring more doctors]
  • Because of insufficient salary to pay more doctors
4 why-[why insufficient salary to pay more doctors]
  • Because of poor plan
5 why - [why poor plan]
  • Because of management level
  • Root cause-lack of equipment
1 why- [why lack of equipment]
  • Because of loss of equipment
2 why - [why loss of equipment]
  • Because of lack of control
3 why - [why lack of control]
  • Because of poor system in inventory control
4 why - [why poor system in inventory control]
  • Because of negligence
5 why - [why negligence problem]
  • Because of discipline issue
  • Root cause-unavailable doctors and nurses
1 why - [why unavailable doctors and nurses]
  • Because of hiring small numbers of doctors and nurses
2 why - [why hiring small numbers of doctors and nurses]
  • Because of not advertise job opportunity
3 why- [why not advertise job opportunity]
  • Because human resource management don’t post
4 why - [why human resource management don’t post]
  • Because of limited services offered
5 why - [why limited services offered]
  • Because of plan of the hospital
  • Root cause-long queue to meet specialist
1 why - [why long queue to meet specialist]
  • Because of poor schedule
2 why- [why poor schedule]
  • Because of many patients at a time
3 why-[why many patients at a time]
  • Because of lack of appointment system
4 why-[why lack of appointment system]
  • Because hospital don’t have the system yet
5 why-[why hospital don’t have the system yet]
  • Because of poor decision making




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