Officially launched in October 2021, Primaya Hospital Semarang aims to establish themselves as among the best private healthcare providers in Central Java, Indonesia. We speak with hospital director Dr Aditya Nugraha to find out how they intend to do so.
There are, as you would expect, many challenges associated with starting a new hospital while in the midst of a pandemic.
But that is exactly what Indonesia’s Primaya Hospital Group did in October last year, as they opened the brand new Primaya Hospital Semarang to meet the healthcare needs of the community in the Central Java province.
Boasting some of the latest digital technologies in healthcare, along with a team of dedicated and talented medical professionals, expectations are naturally high for Primaya Hospital Semarang.
Indeed, the hospital is aiming to become the top private hospital in the province, and in due time, one of the most sought-after medical tourism destinations in Indonesia.
Speaking to Hospital Management Asia (HMA), hospital director Dr Aditya Nugraha said: “We (Primaya Hospital Group) already operates 14 branches in some of the major cities in Indonesia. As the newest, we are looking to quickly establish ourselves as one of the best in the private hospitals sector in our area.
“As Hospital Director, I’ve learned that we need a different technique and strategy in every different city. Each city is different – from the regulation, to the culture, patients character, consumptive type, method of preferred payment, and even internal process – and so we have to adapt accordingly.
“But we have bigger plans in the long-term. We want to be known all over Indonesia as a top hospital, while also becoming a popular medical tourism destination.”
To that end, Primaya Hospital Semarang intends to further develop their Centres of Excellence, including their Trauma Centre, Women & Children Centre, and Cell Therapy Centre.
In addition, the hospital is also in the midst of discussions to establish Memorandums of Understanding (MOU) with key players in the healthcare ecosystem, such as insurance companies, relevant corporate organisations, and various government sectors.
Crucially, the hospital prides itself on being able to offer a suite of technologically advanced healthcare services, including AI-supported CT-Scanning, mini laparoscopic surgery, stem cell and immunotherapy, genetic detection, and personalised medicine, among others.
Dr Aditya explained that Primaya Hospital Semarang’s strategy to be the healthcare provider of choice for patients involved combining the latest healthcare technologies with the human touch.
He said: “We’ve already developed and implemented digitalisation in our hospital, for example with our Chatbot registration, teleconsultation, and healthcare mobile application. To improve our processes, we also have EMR, HRIS, LIS, PACS System, Pharmacy, Food and Nutrition, AI support, and a bridging system with patients.
“But we are also focused on building a strong team to reflect our core values…and bring service excellence with JCI standard to our patients.
“This is all part of Primaya Hospital Group’s approach of combining the human touch with digitalisation, so we can deliver excellent service with faster, better accuracy, so our patients will have a better experience and greater satisfaction.”
However, Dr Aditya admitted that there are a number of challenges that his hospital has to contend with in their quest to achieve their goal of becoming one of the top private hospitals in Indonesia.
In particular, the ongoing COVID-19 pandemic in Indonesia continues to be an obstacle, as Dr Aditya elaborated: “The main issue we will have to deal with this year is the transition from pandemic to endemic, and ensuring that our hospital is a safe place to get healthcare services.
“Unfortunately, some patients are still afraid to visit hospitals in-person due to Covid-19. Slowly but surely, however, we are building that trust with our patients.
“After all, our digitalisation process has helped to reduce the queuing time, allowing for faster admission and discharge. We’ve also ensured a good airflow system and a safe isolation ward. Most importantly, we continue to listen and focus on our patients’ experience, and maintain an open communication line with them.”
But the pandemic has not only affected patient flow into the hospital. Dr Aditya revealed that it has also made it harder for the hospital to establish partnerships with external stakeholders.
Dr Aditya said: “Some insurance, corporate, and other payers think twice about inking a MOU or contract with a new hospital because they’ve been financially hit by the pandemic,” said Dr Aditya. “But we reassure them by demonstrating good cost control, and come up with different packages…so our client can get a fixed price for some of the services they need.”
Looking ahead, Dr Aditya believes that the healthcare sector in Indonesia and Southeast Asia as a whole will mainly continue on the trend of digitalisation, while also focusing on community engagement.
“I foresee that the digitalisation of healthcare and use of social media and other internet-based services to promote and educate the community will be the biggest developments in the industry this year,” Dr Aditya mused. “Trying to achieve faster patient flow, optimisation of the admission and discharge process, hospital accreditation, and patient safety protocols will be the other key areas of focus in healthcare this year.”
Join HMA and Indonesia’s Ministry of Health in Jakarta from 6-7 July for Digitise Healthcare Indonesia, which aims to strengthen collaboration, showcase digitalisation best practices from local and overseas hospitals, and create a platform for sharing of experience and knowledge between hospital C-suites and thought leaders. Click here to find out more.