Interview with KPJ Healthcare’s Managing Director: Datin Paduka Siti Sa’diah Sheikh Bakir
1. Any foreigner who is familiar with Malaysia or has lived in Malaysia (for a certain period of time) knows of the excellent state of its healthcare system, both public and private sectors. However, communicating those strengths to those who have not travelled to Malaysia is a challenge. How would you position Malaysia as an excellent choice for those seeking medical attention abroad? Also, how would you convince medical tourists that have been to Singapore or Bangkok to try Malaysian healthcare?
Malaysia’s Tourism Ministry estimates that medical tourism could contribute $153m to the economy next year; considering 625,000 overseas visitors, visiting the country seeking treatment; as well as the 375,000 health tourists recorded in 2008 and the $85m in revenue.
To position Malaysia as a health tourism destination in Asia, the Tourism Ministry (in association with the Association of Private Hospitals) launched a glossy 240-page guide to Malaysia’s health sector in mid July. Produced by the US-based publishing house Healthy Travel Media, the book provides an overview of the country’s international hospitals, selected health travel agents, recovery and guest accommodations, as well as general travel information.
The book highlights the perks of undergoing treatment in Malaysia, which includes a less expensive treatment compared to Singapore or Thailand. It also mentions our great infrastructure and that English is widely spoken in Malaysia.
The Malaysian government approved the preparation for the Malaysia Healthcare Travel Council, as another measure to assist the sector in reaching its potential. The council intends to serve as the primary agency, promoting and establishing the country’s health tourism industry, while working closely with the private sector. Seeking to attract overseas visitors, the government is also trying to attract greater foreign investment in medical services.
I strongly believe that we have adequate expertise, equipment and experience, both in the private and government sectors. We are more than able to treat patients from all over the world.
2. KPJ is a vast and extensive network of hospitals throughout Malaysia; as well as, a strong international network in Indonesia and other countries. How has KPJ contributed to the growth and specifically, the rising standard of healthcare in Malaysia?
The KPJ Group of hospitals are the largest private healthcare group in the country, after the Ministry of Health, with more than 2,000 licensed beds and 700 full-time resident consultants. By the sheer number, in terms of beds and consultants, KPJ has contributed significantly to the Malaysian healthcare industry (by virtue of having the right structure and systems in place; delivering quality healthcare to the public). Having five accredited hospitals, in the Group by MSQH, is a testimony that KPJ holds true during the development of healthcare, particularly in the private sector.
With a network of 18 hospitals in Malaysia, KPJ provides infrastructure for medical insurance companies to align themselves with insurance providers. This ensures a wide base of private individual and corporate customers. At the same time, KPJ has created more business opportunities for the drug companies and other healthcare product related companies to flourish.
3. Since 1981, as one of the leading Healthcare providers in Malaysia, can any one of KPJ’s clients avail themselves of its services?
We deliver quality care and service in all our 18 hospitals, which is what patients pay for. We have experienced surgeons, well-trained nurses and innovative management teams, who all put patients first.
When we discuss healthcare, there are many things related rather than just medicine. There is the care our doctors provide. Consequently, it’s more than the prescribed medications; there is the hope and courage to fight illnesses. As part of our culture, this is what KPJ has been practicing. We make sure our patients are treated with the highest level of care we can possibly provide. To be preferred, we have to provide quality care. As a result, I make sure that our hospitals are equipped not only with state of the art technology, but also with skilled professionals. All of these qualities factor into making our patients feel safe and comfortable. I believe that when facing health problems, patients do not need other troubling issues. Hence, during a stay in our hospitals and during the recovery process, our nurses and staff will always be by patients, assisting in any way possible. Again, these are ways of which we make our patients, local and foreign, feel welcome.
We currently have 5 hospitals under our belt, with accreditation from the Malaysian Society for Quality in Health (MSQH)--an independent, not for profit organization, working actively in participation with healthcare professionals to ensure the safety and continuous quality health improvement through healthcare facility and our country’s services. MSQH is internationally linked to the International Society for Quality in Health Care (ISQua). MSQH was formed through the initiatives of both the Ministry of Health Malaysia and the Association of Private Hospitals of Malaysia (APHM)--which ensures that quality standards are followed by providers at all levels of health care (includes: medical practitioners, facilities, procedures, etc). This is one of the most important ways of ensuring the delivery of custom care to the medical tourism community; and, also benefitting the international community who opt for Malaysia, my second home. We are now gearing up to have more hospitals accredited (this is also a part of our initiative to ensure KPJ hospitals appeal to the international market). With patient safety as priority, we ensure strict compliance to the international healthcare standards.
Aside from that, for quality assurance patient services, we have now embarked on Standard People Practice (SPP), to increase the quality of customer service in KPJ hospitals. Focusing on front-liners, this exercise is carried throughout KPJ hospitals to establish a standard level of quality service for our customers nationwide.
Regarding affordability, we have always aimed to make healthcare affordable to the public. As a result, we have established 9 charity and dialysis clinics nationwide--Klinik Waqaf An-Nur or KWAN.he clinics, also named Klinik Waqaf An-Nur [KWAN]). KWAN is the main community project extensively undertaken by KPJ. Together with our parent company, Johor Corporation (JCorp), KWAN focuses on giving treatment and medication at MYR5 to people earning less than MYR800 per month.
The idea behind KWAN was to make healthcare available to the underprivileged. With the success of all the clinics nationwide and the growing needs of the community, KPJ has upgraded one of its clinics into a 30-bedded Hospital (Hospital Waqaf [Johor]) in Pasir Gudang. It was officially opened by His Highness Tunku Ibrahim Ismail Ibni Sultan Iskandar Alhaj, the Tengku Mahkota Johor, in April 2006. Since their inception, KWAN clinics have treated more than 520,000 patients, from all races and religions. Equipped with 52 dialysis machines, KWAN provides consistent life-saving care for more than 150 kidney patients. Hence, as far as affordability is concerned, we have no issues.
4. According to Josef Woodman’s latest book, Patients Beyond Borders (Malaysia edition), KPJ‘s MSQH accredited hospitals have been specifically designated for receiving medical travellers. Again, what do you (as a group) need to do in order to keep obtaining these awards, much like a Michelin star restaurant needs to do to keep its stars?
We at KPJ think that the MSQH accreditation is important to developing health tourism in the country, because it boosts the brands of the hospitals and medical services. Some of the problems faced in the health tourism sector include: the foreigners lack of confidence in patient care, no continuity in promotions, no coordination between private hospitals, tour agencies or the Ministry, and a lack of health tourism packages. MSQH accreditation has forced us to strive to further strengthen our focus in the delivery of patient care and safety as well as the staff development.
The accreditation standards offer a means, whereby, organizations can monitor and improve their performance on an ongoing basis. The regular survey visits provide an opportunity for external review and validation.
To continue striving for the accreditation, we have to continuously ensure safety and quality improvement in the services provided by our healthcare facilities and services in Malaysia
5. If an American selected South East Asia as his preferred choice for medical attention, why should he choose Malaysia over Singapore or Thailand?
Whether you’re looking for a small cosmetic procedure and a big holiday or major surgery along with a short getaway, there are countless reasons that make Malaysia the ideal destination for your healthcare needs. Here are reasons to consider:
Affordable procedures
Malaysia’s favourable exchange rate and the cost of healthcare services are at an extensively lower cost than that of other countries. If you’re visiting from a Western country, such as the United States or Britain, medical procedures in Malaysia will generally cost a fraction of the price as compared to prices back home.
Modern facilities
Extensive investments have been made to ensure that all medical centers are equipped with modern facilities and that internationally accredited hospitals of Malaysia are capable of handling the latest techniques and procedures. These state-of-the-art facilities focus on what matters most: more effective, efficient and pleasant solutions for patients.
Professionals with internationally recognised credentials
Doctors in Malaysia are highly experienced. Having been involved in numerous groundbreaking procedures and revolutionary researches, which have garnered several international recognitions, Malaysia boasts a high number of specialists with decades of experience in their relevant fields.
Short waiting time
With all medical centers equipped with modern facilities, medical centers in Malaysia are able to provide shorter waiting time. Patients may be hospitalised upon arrival, and examinations as well as work-up tests are usually addressed promptly.
Organised and efficient patient registration systems eliminate or even, reduce patient queues to ensure treatment and medication are quickly dispensed; allowing patients the choice of either returning home or recuperating amidst some of Malaysia’s lush rainforests or pristine beaches.
Social & political stability
Since its independence, Malaysia, the fruit of decades of industrial growth and political stability, boasts as one of South-East-Asia’s most vibrant economies. Its multi-ethnic society encompasses Malays, Chinese and Indians, who all co-exist in harmony. Malaysians are peace-loving and friendly people. Visitors are ensured respect and greeted with sincere smiles throughout their stay.
Ease of entry
The Malaysian government has made it easier for visitors, seeking health treatments, to enter the country. With the relevant letter from the medical center, at which you will be receiving your medical treatment, you may enjoy up to six months of visa extension.
Low cost of living
Prices in Malaysia are reasonable and affordable, be it accommodation, food or even shopping.
