From Hospital

to Hospitality
| One Patient at a Time

PUTRI PAMELA, B.A., M.S.

Managing Partner, ACT Consulting International
 Education:
• Wake Forest University (USA)
• University of North Carolina, Charlotte (USA)
Prior Work Experience:
• Navex Global (USA)
• Gallup, Inc. (APAC, USA)
• Talent Plus (APAC, USA)
• CLIMB-Singapore Management University (SG)
Passion:
• Positive Psychology
• Culture and Organization Anthropology
• Leadership Development
Putri Pamela, B.A., M.S. • Executive Coaching
Managing Partner
Learning from the BEST…
 $2.2 billion operations
260 medical practices
3.5 million patients a year
Most organ transplants in the US
5 patients a day by helicopter
Nobel Prize winner on the staff
Top 5 in US News & World Report
The man behind the
transformation:

Dr. David Feinberg

First thing he did:
• 2-3 hours knocking on patients’ doors, sitting
down on their beds, introduce self
• Asked patients:
“How is the care? How are we doing? How are
you doing? Is there anything I can do to assist
with your care?”
Didn’t know what he was doing
and what he should do.

He learned from the hospital:

• They can perform MIRACLES
• They are DIRTY
#3 in US
#1 in the West

2/3 patients would

NOT refer to a friend.
38th percentile NPS

They had the best

doctors and the best
nurses, but they
WOULD NOT
come unless they are
not dying.
Mission Statement:

Heal humankind,
one patient
at a time,
by improving
health, alleviating
suffering and
delivering acts of
kindness.
Regular Check-Ups
Start from the Leaders:
Lead with Purpose
Patient-Centric Approach
Challenge for Breakthrough Innovations
Put SOP on
Patient Interaction
Hire the RIGHT People
The Impact: Be the Best
The Impact: Care Compliments
 ACT
CONSULTING
INTERNATIONAL
Menara 165, Lantai 24,
Jl. TB. Simatupang Kav. 1, Cilandak Jakarta Selatan.
Email : esq.info@esq165.co.id
Call us: +62 21 2940 6969 / +62 812 1029 4455