Mount Elizabeth Novena Hospital in Singapore is investing heavily in technology, skilled professionals and services as the state-of-the-art healthcare provider aims to maximise patient satisfaction and widen reach in the region, said its top executive.

“We even serve patients who have already exhausted all options and possibilities,” said Stephens Lo, chief executive officer of the hospital.

In South Asia, India and Bangladesh know Mount Elizabeth as a centre for superlative medical care. The hospital has been serving the Asia Pacific for more than 30 years as a leading medical hub. It earned the trust of patients from all over the region by blending exceptional medical talents with advanced technologies.

Established in 2012, the hospital is part of Parkway Pantai Group, which is the largest private healthcare provider in Singapore and operates Mount Elizabeth Hospital, Gleneagles Hospital and Parkway East Hospital -- all accredited by the Joint Commission International.

Lo said the owners have taken the opportunity of latest tools of hospital design and have invested in cutting-edge technology. “The focus is maximum patient satisfaction and medical outcome.”

Each room at the hospital comes with standard hotel-styled features such as floor-to-ceiling windows, marble-tiled bathrooms, mini bar, coffee machines and luxury linen. Also available upon request -- at no additional charges -- are limousine transfer services and complimentary massages for maternity patients.

Single rooms significantly reduce the risk of hospital-acquired infections while the added privacy allows patients to recover in a peaceful environment, according to the hospital. Lo said the hospital is no more expensive than any other premier hospitals in Singapore or other developed countries.

The $2-billion hospital also receives a number of patients from Bangladesh. Although Mount Elizabeth Novena is new compared to Mount Elizabeth Orchard, the two complement each other. “Experienced doctors of Orchard do practice at Novena. Younger talents also join us. We are growing together and complement each other,” said Lo.  

During his stay in Dhaka last month, Lo visited a hospital in Dhaka and was impressed by the facilities available there.

Talking about the standards of healthcare in Bangladesh, he said healthcare is different in every country: the standards of healthcare in a country are actually what the people expect and can afford as well.

Bangladesh's healthcare services are as good as they can be at this point of time. “But there is always room for improvement, even in countries such as Singapore.”

The 333-bed hospital serves both local citizens and medical tourists. International patients account for about 20 percent of total patients seen at Mount Elizabeth Novena. The occupancy rate is about 80 percent.  

Parkway Pantai Group is the market leader in Singapore and Malaysia. “We are expanding operations in markets and countries where we have suitable opportunities,” he said, adding that the group would open hospitals in Bangladesh if it finds suitable opportunities and partners.

Mount Elizabeth Novena has grown tremendously over the years and the 42-year-old official has put the annual revenue growth at 20-25 percent.  “We are introducing more beds and more doctors and specialists to improve our capacity.”

The hospital has 13 operating theatres, including a hybrid operating room, and specialises in minimally-invasive and robotic surgery. It has 1,500 specialists and 500 nurses. 

Lo, who graduated in economics and accounting from the London School of Economics, once visited Mount Elizabeth Orchard with a relative. During the visit his idea about hospitals changed, and prompted him to join the healthcare sector.  

“During the visit, I came to realise that not only the doctors make the difference at hospitals -- there are other people, and everybody work together to make sure that the patients have good recovery. I told myself that despite not being a doctor, I can make a difference.”

About the changing scenario in healthcare in Singapore and in the region, Lo said everybody is working to raise the standards and making investment in technology and services to provide the best medical services. 

“I think competition is good. It helps us improve and do better.”

The group has patient assistance centres in Dhaka and Chittagong, and plans to open a centre in Sylhet, said Zahid Khan, head of the Bangladesh country office of Parkway Hospitals Singapore Pte Ltd.

The patient assistance centres provide one-stop service to local and international patients looking for specialist expertise, personalised patient care and cutting-edge technology at Parkway Hospitals Singapore. It also organises events to raise awareness about different diseases, brings nutritionists and holds motivational programmes for cancer survivors.

Khan said the staffers of the patient assistance centres are professionally trained to provide genuine care and comfort, and to attend to the special needs of patients before, during, and, if necessary, after their visit. They are also able to provide advice on the estimated cost of treatments and procedures at the hospitals, Khan said.

[email protected]