[CHI 24th Masterclass] Reimagining Healthcare Delivery: Lessons from Kaiser Permanente’s Virtual Medical Centre
15 July 2026
This CHI Masterclass resource captures Dr Kristine Lee’s approach to reimagining healthcare delivery through an integrated Virtual Medical Centre, multi-channel patient engagement, and responsible AI to reduce clinician administrative burden. It is intended for healthcare leaders, clinicians, and digital health teams seeking practical guidance on care redesign, pilot evaluation, and governance for scaling virtual care.
Tags: Care Process & Redesign, Technology, Quality Improvement, Artificial Intelligence, Digital Health, Digitalisation, Workflow Redesign
📋 Purpose
To share lessons from a CHI Masterclass on redesigning healthcare delivery using a patient-centred, multi-channel Virtual Medical Centre model and responsible AI to reduce clinician burden and improve care access.
🔬 Methods
Use a Virtual Medical Centre that integrates siloed services, implement point-of-contact resolution with standardised triage and structured routing, redesign workflows around top-of-license practice, run rapid time-bound pilots with clear evaluation and scaling discipline, and adopt AI with strong governance, cybersecurity, and data-protection guardrails.
🔑 Keywords
CHI Masterclass, Dr Kristine Lee, Virtual Medical Centre, point of contact resolution, multi-channel care, patient-centred care, ambient AI scribe, clinician burnout, administrative burden, workflow redesign, governance, responsible AI adoption, telemedicine, EHR integration, pilotitis, Kaiser Permanente, The Permanente Medical Group, NHG Population Health
🙏 Acknowledgement
Co-organised by the Centre for Healthcare Innovation (CHI) and NHG Population Health; by Dr Kristine Lee (The Permanente Medical Group); Co-authored by Jasmine Khoo; Edited by Justin Quek; Layout by Germaine Tan.
Connect with this contributor!
CHI Grants and Innovation Office - chi@nhghealth.com.sg
Document Attachment
CHI 24th Masterclass - Kiaser Permanente [PDF, 2.96 MB]