Health leaders call for closer collaboration to improve patient experience and outcomes

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Greater clarity on costs, stronger co-ordination between public and private sectors, and more comprehensive support for patients emerged as the central themes at the Prudential Health Summit held on March 27. 

Prudential Hong Kong convened the event to bring together healthcare experts, providers, regulators and patient advocates from Hong Kong and the rest of the Greater Bay Area to explore ways to deliver better care in an increasingly complex healthcare landscape.

In his welcome remarks, Lawrence Lam, CEO of Prudential Hong Kong Limited, said that patient experience is at the heart of what Prudential does. 

“As the population ages and healthcare needs become more complex, the way patients experience care, how supported they feel and how clearly they can navigate the system is becoming increasingly important for all of us,” he said. 

He added that insurers, providers and partners each play distinct but interconnected roles within the health ecosystem and that when they work closely together, they can help make healthcare more seamless, transparent and reassuring for patients.

His remarks reflected broader patient concerns captured in the Patient Voices Hong Kong survey, an independent report by Economist Impact supported by Prudential. The study found that 53 per cent of Hong Kong respondents are concerned about their ability to afford the care they need.

“Healthcare services is one of the few areas where consumers begin treatment without knowing the final cost,” he said, while pointing out that separate charges from different providers add to the confusion and calling for greater transparency so that patients can make informed choices. 

The report further reveals that almost three in five Hong Kong respondents admitted they had postponed medical care in the past year. 

Dr Yannie Soo, Assistant Chief Hospital Manager at Union Hospital, explained the risks of delaying care.

“If someone is diagnosed at a very early stage of breast cancer, a curative surgery and hormonal therapy would be enough to control the disease and the patient can get back to work in just a few weeks’ time,” she explained. 

“But then, for those who are diagnosed at a later stage, they would need additional radiotherapy, chemotherapy, which brings up the cost to several times higher.” 

Soo described how private hospitals are publishing fee schedules and developing packaged pricing for standardised procedures, noting that such measures help patients understand the overall financial commitment they will need to make.

Prof Eng-kiong Yeoh from the JC School of Public Health and Primary Care at The Chinese University of Hong Kong spoke about the need for coordination in a primary care-led integrated healthcare system. 

He emphasized that primary care healthcare professionals include not only doctors but also nurses, pharmacists and allied health practitioners who can play complementary roles as the first point of contact. He observed that better information tools, referral protocols and streamlined processes would enable patients to be better informed and to move through a coordinated system without unnecessary delay.
 
“At Prudential, our goal is to take away the stress and uncertainty that often comes with getting medical treatment – by guiding them through what’s covered, what to expect and how to get the right support,” said Candy Au Yeung, Chief Customer Operations and Health Officer at Prudential Hong Kong, during another panel.

The value of clear information on coverage and timely assistance that allows policyholders to concentrate on recovery rather than administrative matters, she added. 

Alex Lam, Chairman of Hong Kong Patients’ Voices, noted that decisions about care often take into account the impact on family and relatives, including financial burdens and time away from work or childcare. Transport difficulties and uncertainty over the right provider add further barriers, particularly for non-urgent needs.

Dr Chung Kin Lai, Chief Executive Officer of CUHK Medical Centre, said: “Seamless links between different parts of the system are needed so patients experience fewer disruptions when moving from initial assessment to specialist treatment.” He further spoke about operational measures that can improve co-ordination between public and private providers.

The common themes from both panels included the need for clearer patient pathways, better integration between public and private sectors, and comprehensive support that reduces stress during treatment.

Participants recognised that sustainable progress depends on collective effort involving government, providers, pharmaceutical companies, patient groups and insurers.

In his closing remarks, Toor said: “Listening to patients is essential to improving how care is experienced. Collaboration across prevention, diagnosis, treatment and recovery enables different industry players to bring their strengths together, providing patients with greater clarity and support at critical health moments, when reassurance and peace of mind matter most.” 

He noted that the Summit represented one step in a longer process of dialogue and invited continued collaboration.