Thursday 14 August 2025 | 10:40-12:10 

Format: Session

Stream: People

Part 1: Person-Centred Improvement through ESTHER Network Singapore: Making What Matters To Our Patients A Reality

This talk showcases ESTHER Network Singapore’s innovative approach to person-centred improvement, which not only starts with our patients (or Esthers) but actively involves them in the design and implementation of person-centred care improvement for meaningful and sustainable change in health and social care delivery. The session unveils the ESTHER person-centred care philosophy and our nine-year journey of co-creation through real-world examples. Learn how we foster cross-sector synergy, bridging gaps between patients, health and social care providers and key stakeholders. We’ll share our approach to measuring what matters to patients and candidly discuss challenges and lessons learned. Through compelling real-world case studies and patient stories, we demonstrate that person-centred improvement is not just an ideal, but an achievable and necessary reality. Join us to explore how the person-centred improvement approach can drive meaningful and sustainable change in health and social care.

Joy Tan Meiling Singapore General Hospital; Singapore

Part 2: Alaskan Innovation: Using Native Values to Guide System Redesign and Improve Quality of Care

25 years ago, Alaska Native people chose to assume responsibility for their own health care, breaking away from a federally-run system that did not meet the needs of the community. Southcentral Foundation (SCF), an Alaska Native-owned and operated system, now provides health care and related services to approximately 70,000 Alaska Native and American Indian people in southern Alaska. SCF’s relationship-based Nuka System of Care was built from the ground up by and for the community it serves, creating a system where patients are active partners in their care. This has led to greatly improved quality of care for the community, as well as increased customer and employee satisfaction. This session will cover how SCF worked with the Native community to transform the health care system, how it maintains the system according to the community’s values, and how the system has led to improved health outcomes for the community.

Karen McIntire Southcentral Foundation; USA 

Part 3: Partnering with Patients to Develop Health Literate Materials

This session will provide an in-depth look at the creation and success of the Patient Materials Committee in Fraser Health. Co-designed and co-led with patient partners, this committee ensures that all public-facing materials, including consent forms, agreements, referrals, and discharge instructions, adhere to plain language principles.Attendees will learn how patient partners were actively involved from the committee’s inception to its operational processes, including developing and using an assessment tool to review materials. The committee’s work has significantly improved communication and understanding, benefiting both patients and providers.This presentation highlights the transformative power of patient partnership in creating accessible healthcare information. Attendees will be inspired by this model of collaboration and its tangible impact on healthcare quality and safety.

Ashley MacDonald Fraser Health Authority; Canada