Member Spotlight: Island Hospital in Malaysia
Island Hospital, Malaysia shares insights into their Centre of Excellence (COE) Cardiology program, their experience with ACHSI accreditation, and the impact of achieving international recognition.
As ACHSI continues to celebrate healthcare excellence worldwide, we share outstanding achievements among our Members. This month, we highlight Island Hospital’s Centre of Excellence (COE) for Cardiology, a leader in world-class heart care.
Founded in 1996, Island Hospital is a 600-bed facility in Penang, Malaysia, renowned for its excellence in patient care and a leading hospital for medical tourism. Part of the IHH Healthcare group, Island Hospital is accredited by The Australian Council on Healthcare Standards (ACHS) and one of the few in Southeast Asia to hold ACHS Centres of Excellence in cancer care and cardiology. The hospital offers advanced treatments supported by cutting-edge technology.
1. Tell us a little bit about Island Hospital- COE Cardiology.
Island Hospital’s passion for patient care is founded on our motto ‘To Comfort Always’. The Centre of Excellence (COE) for Cardiology is a leading regional heart care centre, equipped with state-of-the-art facilities to provide world-class cardiac care. Apart from having two advanced catheterisation laboratories, we are able to offer a wide range of services including intravascular ultrasound (IVUS), advanced electrophysiology studies and complex interventions. At the ‘heart’ of our cardiology services are a dedicated team of specialists and a strong hospital-wide network of >1,600 healthcare professionals, ensuring comprehensive and seamless patient care.
2. How many average staff do you have working there, and how many clients?
Our COE Cardiology team comprises five cardiologists (including with complex intervention and electrophysiology expertise), one paediatric cardiologist, and one cardiothoracic surgeon. We serve an average of 2,200 clients monthly, including both local and international clients from over 100 countries seeking specialised cardiac care.
3. What was the process like preparing for the ACHS Cardiology Service COE Assessment?
The preparation process began with a gap analysis to assess our current practices against ACHSI standards. We then identified key clinical indicators for METRIK submission and benchmarking, ensuring alignment with best practices. A major focus was on Person-Centered Care (PCS) training for all staff, reinforcing our commitment to holistic patient care. Additionally, we engaged with patients, family members, and the broader community through various initiatives, collecting feedback on cardiology service information materials and making improvements to facilities and processes based on their insights.
We encourage other healthcare organisations to embrace Person-Centered Care (PCS) as an integral part of their accreditation journey
Island Hospital, Malaysia
4. How was the experience? Was there anything in particular you learned?
We often observe that patients are less vocal about their needs. In the course of daily operations, it can be easy to overlook certain aspects of patient-centered care. Going through this accreditation process reminded us to see things from the patient and family’s perspective, reinforcing the importance of delivering care with a person-centered approach.
5. How did you regard what the Quality Partner brought to your team and organisation?
Our Quality Partner provided invaluable guidance throughout the accreditation journey. Their vast experience, prompt responses, and insightful recommendations significantly contributed to our success. Their expertise helped us refine our quality framework and implement meaningful improvements efficiently and thoughtfully.
6. Do you have any advice for other Members going through these programs?
We encourage other healthcare organisations to embrace Person-Centered Care (PCS) as an integral part of their accreditation journey. Engaging patients and their families, actively seeking and listening to feedback, and making data-driven improvements ensure a more holistic and impactful approach to healthcare delivery.
7. What does International accreditation mean to you and your organisation?
Achieving international accreditation is a testament to our unwavering commitment to clinical excellence, patient safety, and holistic, person-centered cardiac care. It affirms our dedication to delivering world-class healthcare services and reinforces our position as a trusted provider for cardiovascular care in the region.
We thank Island Hospital for sharing their insights and commend their dedication to excellence in patient care and continuous improvement.
