Adyen’s integrated payment solutions to enable Thomson Medical Group to offer patients a variety of convenient payment methods across their hospital and 37 clinics, ensuring swift and accurate billing while reducing the risk of human error.

Trust plays a crucial role in patient care and treatment outcomes. For Thomson Medical, a leading provider of healthcare services for women, children, and families in Singapore, maintaining patient trust is vital, especially since patients place trust in the hospital, not only on expert medical care, but also on the reliability of administrative services, including billing and payment processes.

Thomson Medical’s partnership with Adyen aims to enhance this trust by providing a seamless and secure payment experience.

We are pleased to find a natural synergy between Adyen’s single platform offering and Thomson Medical’s commitment to innovation, and look forward to improving the overall patient experience with seamless, worry-free transactions.”

We find out more about patient trust and seamless, secure payment experience in a brief interview with Dr Melvin Heng, Group Chief Executive Officer, Thomson Medical Group and Ben Wong, General Manager, Southeast Asia and Hong Kong, Adyen.

Why does Thomson Medical view payments as a cornerstone for patient trust?

Dr Heng: Trust is the cornerstone of healthcare, influencing patient care and outcomes. Establishing this trust means addressing patient expectations at every level, up until ensuring the reliability of administrative services, including billing and payment processes.

A key part of our commitment to enhancing the quality of our medical care involves advancing digital experiences to create a seamless journey from admission to discharge, providing patients with a more efficient and reliable overall healthcare experience.

Patients place enormous trust and importance on the reliability and flexibility of their healthcare provider across all touchpoints, including payments. By leveraging Adyen’s open architecture technology, with the efficiency and security it brings, we are better able to meet our patients’ needs, providing seamless and diverse payment options and boosting operational efficiency. This enables us to focus on our mission of providing quality healthcare, and to create better overall patient experiences throughout our network of 37 specialist medical clinics, facilities, and services island-wide.

How does integrating Adyen’s payment technology transform the patient experience in Thomson Medical’s hospitals and clinics across Singapore?

Wong: With Adyen’s payments technology integrated across Thomson Medical’s network of clinics and hospitals, patients will look forward to more seamless transactions and streamlined operations processes, enabling a reliable healthcare experience from patient admission to discharge.

This goes from offering patients their preferred modes of payments and currencies and reducing the potential for human errors across administrative processes, to digitising financial reconciliation. An example – a pre-authorisation charge will be made on the inpatient’s credit card to temporarily reserve funds in their account, which removes the need to collect patients’ card details repeatedly.

In-person terminals will be integrated with Thomson Medical’s existing POS system across its network, driving smoother and more secure payment processes, with lesser space for staff errors and inefficiencies.

Adyen’s solutions have also been weaved into Thomson Medical’s “Thomson Touch” mobile app, where patients now have full access to their billing information on their mobile phones and can make payments directly for necessary healthcare services.

How would payment innovations enhance securely reliable transactions and seamless convenience for the healthcare sector?

Wong: The healthcare sector is undergoing a profound transformation, driven by the demand for enhanced patient experiences and operational efficiencies. 

Technology integration and digital transformation for the healthcare sector will drive improved experiences for patients, meeting needs that go beyond providing quality care, and building trust.  With a more stress-free and streamlined experience across all payment touchpoints, patients can focus on their recovery and less on administrative concerns.

A model for other service-oriented industries

Adyen’s single-platform, open-architecture technology streamlines operations and drives innovations – as demonstrated in Thomson Medical’s implementation – serving as a model for other service-oriented industries in the region, such as in:

  • Omnichannel payment processing: Supporting payments across multiple touchpoints, such as online, mobile, and in-person, providing flexibility to serve customers wherever they prefer to make payments.
  • Global payment acceptance: Allowing businesses to process payments from a wide range of international credit cards, debit cards, and alternative payment methods, which helps them cater to a diverse, global clientele.
  • Fraud prevention and security: Providing advanced fraud protection tools and ensuring that all transactions are secure, which is essential for maintaining customer trust and complying with regulatory standards.
  • Streamlined payment operations: Integrating payment services into a single platform to simplify payment processing, reducing the need for multiple vendors and helping to optimize operational efficiency.
  • Data and insights: Providing valuable analytics and reporting features that help businesses better understand customer behavior and payment trends.