Lucy Wong, Improvement Science Project Lead, Institute for Healthcare Improvement (IHI), supports IHI’s initiatives in the Asia-Pacific region, including projects with Safer Care Victoria and the Victorian Department of Health. Before joining IHI, Lucy worked as an Improvement Advisor at Ko Awatea, Counties Manukau Health’s Innovation and Improvement Centre, where she focused on enhancing patient flow through outpatient and surgical pathways. Throughout her work, she has actively engaged patients and carers in co-designing services to improve their care experiences and outcomes. Lucy holds a Bachelor of Pharmacy (Hons) and has worked as a Clinical Pharmacist in both rural and metropolitan hospitals in New Zealand. Additionally, she has completed Lean Six Sigma Green Belt and PRINCE2 qualifications in project and programme management.