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Message from Chief Executive Officer
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Dear Colleagues,
October was an eventful month, a special one too as for the first time we hosted the 10th IHH Healthcare Quality Summit in Hong Kong. This year’s theme, Transforming Our Future, brought together close to 300 colleagues from IHH and our global healthcare network. We were honoured to welcome guest speakers from different sectors in Chinese Mainland, Hong Kong, and Singapore who delivered insightful sharing and discussed a spectrum of topics including patient safety and experience, continuous improvement, cross-sector collaboration, and healthcare innovation.
During the Summit, outstanding teams and individuals were recognised at the Awards Ceremony. Congratulations to Professor Chan Chi-yan Albert and Dr Lau Wing-hang Vince from our Histotripsy team for being selected for the IHH Medical Excellence Award! The award celebrates contributions to clinical service and patient care, and we are proud that our team’s efforts and excellence have been acknowledged. The success of the Summit was made possible by everyone’s support and active participation. I wish to pay a special tribute to the Organising Committee for their months of dedicated planning and preparation, and to all colleagues who submitted quality improvement projects and participated in the event.
October also saw the official launch of Gleneagles MediCentre which marked a significant step forward in expanding our out-of-hospital service network. Located in the heart of Admiralty, the MediCentre offers a range of ambulatory services including oncology outpatient consultation and chemotherapy, endoscopy, minor surgeries, plastic surgery, and medical aesthetics. AI and digital technologies are also strategically integrated into its operations to optimise patient journey and deliver efficient and seamless healthcare experiences. With the MediCentre now in operation, we are actively exploring collaboration opportunities with partners such as insurers to provide patients with more accessible and high-quality healthcare options.
As shared at our recent Town Hall meeting, we have been pushing ahead with our Net Promoter Score (NPS) improvement project. Since June, the NPS initiative has been progressively rolled out to Gleneagles Healthcare clinics and our specialist outpatient clinics. Patient and service experience, reflected through our NPS performance, forms one of the key areas under the IHH group-wide transformation journey. In the longer run, we are looking to push NPS to the next level by developing real-time feedback tracking such that patients’ needs and concerns can be promptly and aptly taken care of. I look forward to having your support as we continue to work towards achieving this longer-term goal.
We wrapped up the month with the IHH Pulse Survey 2025. Thank you to all of you for participating in it! Your candid feedback would help us co-create a workplace where every employee feels supported and empowered to make a real impact.
Warm regards,
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Advancing transformation and celebrating excellence at the 10th IHH Healthcare Quality Summit
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Gleneagles MediCentre opens in Admiralty
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Clinching InnoTech recognition
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Driving smarter healthcare through innovation
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Applauding our on-the-spot stars
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One shot for a healthier community
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Advancing transformation and celebrating excellence
at the 10th IHH Healthcare Quality Summit
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We were thrilled to host the 10th IHH Healthcare Quality Summit in Hong Kong for the first time on 9-10 October, welcoming nearly 300 delegates from across IHH’s global network.
Themed “Transforming Our Future”, the Summit celebrated our shared commitment to clinical, operational, and service excellence which form the foundation of trust we build with our patients and partners.
The two-day programme featured five key tracks: Clinical Excellence, Sustainability, Innovation, Service/Operational Excellence, and Laboratory Advancement. The Summit served as a dynamic platform for exchanging best practices, breakthrough initiatives, and success stories that are driving transformation across our network.
A highlight of the event was the presentation of IHH Quality Awards, which recognise outstanding contributions of our dedicated staff across five categories. We are especially proud of our Hong Kong team, who received the IHH Medical Excellence Award. Congratulations to Professor Chan Chi-yan Albert and Dr Lau Wing-hang Vince for pioneering Histotripsy, a non-invasive treatment for liver cancer patients that offers a safer and faster recovery option.
 
Thank you once again to all our teams for your passion, innovation, and unwavering dedication to quality care. Together, we are turning vision into action.
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Gleneagles MediCentre opens in Admiralty
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Offering a wide range of ambulatory care services including oncology outpatient consultation and chemotherapy, endoscopy, minor surgeries, plastic surgery and medical aesthetics, the centre is supported by advanced technology and a skilled medical team, with seamless follow-up care at GHK.
Watch the video HERE to explore how Gleneagles MediCentre is shaping the future of healthcare.
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Our Gleneagles MediCentre in Admiralty was officially launched, bringing hospital-standard care closer to the community. We were honoured to be joined by IHH Healthcare’s leaders, including Group CEO Dr Prem Kumar Nair, along with representatives from CTF Services Limited, our doctors, and guests.
The MediCentre also redefines patient experience by integrating AI and AR technologies across the care journey, making healthcare smarter, faster, and more personalised.
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Over 100 colleagues attended the Town Hall meeting to receive updates on the recent key developments of IHH Healthcare and Gleneagles Hong Kong. Our CEO Dr Kenneth Tsang took the opportunity to introduce IHH’s refreshed brand positioning, which emphasises its role as a catalyst for advancing global healthcare standards. This renewed focus will guide our efforts to deliver exceptional medical services and enhance patient experiences in Hong Kong. Also covered in the meeting were the launch of Gleneagles MediCentre, Gleneagles’s performance on Net Promoter Score (NPS), upcoming policy enhancements, and the IHH Pulse Survey 2025.
The Town Hall also celebrated our Service Champions, along with the winners of the Outstanding Performance Awards and Great Improvement Awards of Hand Hygiene Compliance for Q4 2024, Q1 and Q2 2025.
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Hand Hygiene Compliance – Great Improvement and Outstanding Awards
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Clinching InnoTech recognition
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Gleneagles Hong Kong has recently received the Outstanding Award in the InnoTech Corporate category at the Standard Chartered Corporate Achievement Awards — a proud recognition of our commitment to leveraging advanced technologies and digital innovations to enhance patient care and drive better medical outcomes.
From pioneering non-invasive liver cancer treatment with Histotripsy, to harnessing AI-assisted diagnostics and digitalised workflows, we continue to embrace cutting-edge technologies to enhance patient care. Initiatives such as online queuing systems, self-service check-ins, AI-powered insurance form-filling and clinical note generation are helping us deliver a smoother, smarter and more efficient patient journey.
This recognition reflects the collective effort of our team — your dedication, collaboration and commitment to continuous improvement. Thank you for embracing innovation in your daily work and helping us move forward together.
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Driving smarter healthcare through innovation
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Dr Tsang shared how IHH is harnessing smart technologies to empower staff, streamline operations, and improve access to care. Key initiatives include AI upskilling and the out-of-hospital (OOH) model, exemplified by the newly opened Gleneagles MediCentre in Admiralty. This approach brings care closer to communities while helping reduce infection risks and costs.
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At Economist Impact’s 5th edition Future of Health Asia event held in Singapore, our CEO Dr Kenneth Tsang, joined industry leaders to discuss the next generation of hospitals with smart systems for healthier outcomes.
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Applauding our on-the-spot stars
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We are pleased to recognise the Operating Theatre (OT) and Radiology teams for receiving the recent “On-the-spot Recognition” award, in appreciation of their swift response and strong commitment to patient safety.
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The OT team demonstrated great attentiveness during pre-operative preparation, identifying a mismatch in surgical imaging and taking prompt action to prevent potential risks and minimise disruption to the procedure.
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Meanwhile, the Radiology team showed commendable vigilance by detecting a medication discrepancy just before a scheduled procedure. Their timely intervention ensured the issue was addressed without delay, thereby ensuring patient safety.
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These actions are a powerful reminder of how everyday vigilance can make a significant difference. Thank you for upholding our commitment to safe and high-quality care.
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One shot for a healthier community
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Our Seasonal Influenza Vaccination Programme continues to offer complimentary vaccine for staff starting from 6 October at our 24-hour Outpatient and Emergency Department, Gleneagles Medical Clinic Central and all Gleneagles Healthcare clinics. Protect yourself and your family — let’s get vaccinated and help build a strong line of defence for our community together!
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Gleneagles has been taking proactive steps to protect public health. In addition to arranging free flu vaccine for staff earlier this month, the Seasonal Influenza Vaccine Injection Day was staged to raise staff awareness of flu prevention through an information booth.
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Our CEO Dr Tsang and CMO Dr Angus Yuen were among the firsts at Gleneagles
to support this programme.
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Lunch & Learn – Putonghua workshop
Progress comes with practice. A Putonghua communication workshop was hosted to help colleagues sharpen real-life conversation skills through discussions and role-play, tackling common patient scenarios in a supportive and interactive setting.
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