Mrs Tamsin Greulich-Smith is Senior Fellow at the Singapore Ministry of Health’s Office for Healthcare Transformation. She also heads the Smart Health Leadership Centre at the National University of Singapore’s Institute of Systems Science which she established to assist stakeholders across the broad health ecosystem to transform the future experience of health through data, technology and design. With 25 years of international experience delivering change and transformation programmes, integrating user-centric design, risk communications, change leadership, and social innovation practices, Mrs Greulich-Smith also teaches and advises on digital leadership and health service transformation programmes at the Centre. She is also the expert design strategist on DesignSingapore Council’s ‘Innovation by Design’ Panel. 

A graduate of the Imperial College of Science, Technology and Medicine, and Fellow of the Royal Society for Public Health, Mrs Greulich-Smith was the first jointly-funded appointment holder between the London Borough of Barnet Local Planning Authority and Barnet Health Authority in pioneering integrated care initiatives. Subsequently, she worked for the British Government’s Department of Health where she managed the UK’s longest running public health campaign, the “Heartbeat Award”.   

Mrs Greulich-Smith developed her risk communications skills in high concern programmes including nuclear waste management, telecommunications siting, rail safety, and civil engineering where she applied co-creation and engagement techniques to help resolve entrenched challenges and manage project risks. 

Presentation Synopsis
Designing for Health Impact in a Digital World: Improving Patient Experience, Health Outcomes, and Risk Management through Technology and Data

As healthcare faces growing pressures - aging population, chronic co-morbidities, and manpower challenges - it is increasingly difficult for healthcare organisations to meet patient demands. Hence, there is a need for healthcare organisations to seek new ways to solve their complex problems. 

The role of technology and data analytics in supplementing conventional healthcare delivery to optimize efficiency and efficacy has been explored with growing vigour. At the same time, the increase in digital solutions are also changing customer expectations. As patients and their families become increasingly “digital” citizens, their customer experience expectations are growing. The digital services accessible to them in other industries, the seamless anticipation of needs, and the multiple touch points of delight, serve to create expectations that healthcare often struggles to meet. Rather than improving patient experience, it more commonly appears that technology in healthcare is creating patient engagement barriers, and de-humanising care. 

During this talk, Mrs Greulich-Smith will look at patient experience in the face of digital service dominance, and explore its relevance to modern healthcare, its role in improving health outcomes, and the risk management opportunities associated with improving patient experience and clinical outcomes.