Esther Lin Shuzhen, Assistant Director (Hospital Without Walls), Centre for Healthcare Innovation (CHI), Singapore

1. How do you use technology/policy to improve citizens’ lives? Tell us about your role or organisation. 

The Centre for Healthcare Innovation (CHI) serves as a co-learning network with a mission to bring together like-minded institutions and agencies to co-learn and co-create transformative healthcare innovations.

As an Assistant Director at CHI, I lead a team of digital innovation champions dedicated to incubating and accelerating innovations.

This involves managing the financial levers of innovation, designing and operating a dynamic and agile ecosystem for healthcare innovation, and providing project owners with a structured and supportive environment to guide their innovation journeys. 

Currently, I am spearheading the design and implementation of the Digital Transformation Exchange (DTX), a healthcare community of practice.

This initiative connects institutions within the National Healthcare Group (NHG), CHI offices, CHI’s broader network, and NHG’s cluster resources to drive systemic change aimed at improving healthcare for the central population. 

Driving healthcare innovation at a systemic level requires aligning purpose, people, processes, and partners.

I am privileged to work with diverse healthcare professionals—across specialties and levels of seniority—to tackle pressing problems, foster collaboration, and cultivate a culture of innovation.

Ultimately, we share a unified goal: to provide more connected and personalised care for patients, spanning their journey from home to hospital and back home again. 

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2. What was the most impactful project you worked on this year? 

The most impactful project for this year is bringing together the Hospital without Walls (HoW) 2.0, a four-year Tan Tock Seng Hospital’s digital innovation programme.

The project is particularly meaningful because as it is the continuation of a forward-thinking, future-proof digital transformation strategy, which I have managed over the past three years.

It highlights the importance of visionary leadership and collective efforts from the clinical and operational teams.

Together, we have made significant strides in enhancing patient care and experience, and operational efficiency, thanks to the relentless dedication of our healthcare workers. 
 
Looking ahead, HoW 2.0, as phase 2 of the programme, builds on the successes of phase 1 over the last four years, effectively laying the groundwork for future innovations in healthcare delivery. 

3. What was one unexpected learning from 2024? 

One surprising insight from 2024 is realising how deeply entrenched and conventional the pathways for healthcare digital innovation remain.

The inherent complexity of healthcare systems, where multifaceted operations and interconnected workflows often result in institutions developing bespoke solutions to tackle similar problems faced by other healthcare institutions.

This fragmented approach not only increases redundancy but also complicates the scaling of solutions across organisations.

My unexpected learning was the value of breaking traditional structures to gain fresh perspectives and adapt more effectively to a changing landscape and resources.

By challenging the status quo, we open doors to more collaborative and scalable innovations. 

4. What’s a tool or technique you’re excited to explore in 2025? 

As someone passionate about problem-solving through lean methodologies and design thinking, I have realised that the success of any innovation depends not just on its operational efficiency but also on its usefulness, value addition, usability, and accessibility for the users it is designed to serve. 

In 2025, I am particularly excited to delve deeper into User Experience (UX) and User Interface (UI) design. In healthcare, where stakes are high and patient needs are diverse, a thoughtful and intuitive UX/UI can make all the difference.

By simplifying complex problems with elegant solutions, we can ensure innovations are impactful and truly serve the needs of patients and providers alike. 

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5. Everybody’s talking about AI today – give us your hot take on AI and what it means for the public sector.

AI in healthcare represents a transformative force capable of enhancing patient care, streamlining operations, and improving outcomes.

However, at its core, the principles remain unchanged: innovation must always start with understanding who we are innovating for and why. The true potential of AI lies in addressing genuine needs and ensuring solutions are adopted at scale. 

While AI brings remarkable capabilities, its success hinges on aligning technology with human-centered design and building trust among users.

In the public sector, AI’s role should be to empower individuals, augment decision-making, and deliver meaningful, lasting impact—always keeping patients at the heart of innovation. 

6. What are your priorities for 2025? 

My priorities for 2025 focus on building pathways for institutions to learn from one another’s experiences and good practices while fostering collaboration to scale impactful innovations.

This includes advancing the Digital Transformation Exchange (DTX) as a key enabler to strengthen our healthcare community of practice.  
 
Additionally, I will be focusing on creating frameworks and centralized structures that enable better digital innovation and adoption of digital tools and methodologies.

By addressing change at the care, system, and ecosystem levels, we can amplify the impact of innovation and make meaningful strides toward a more integrated and resilient healthcare system. 

7. What advice do you have for public sector innovators? 

Begin with the end in mind—clarify the problem you are trying to solve and the outcomes you hope to achieve.

Innovation is not just about creating something new; it is about delivering tangible value to the people we serve.

Collaborate widely, as the best ideas often emerge from diverse perspectives and interdisciplinary teamwork! 

Remember, adoption is just as important as innovation. A groundbreaking solution that is not understood or useful by its intended users would not achieve its full potential.

Focus on user-centric design, clear communication, and iterative development to ensure your solutions are impactful and sustainable. 

8. Who inspires you today? 

I am deeply inspired by my healthcare professional colleagues who tirelessly advocate for their patients and embrace innovation despite challenges.

Their resilience, creativity, and dedication to improving care reminds me every day why this work matters.

I also look up to leaders who champion bold visions for systemic change, proving that with collaboration and perseverance, transformative impact is possible.

We can make a real difference in people’s lives. 

This feature was made possible in partnership with Centre for Healthcare Innovation (CHI).