engage APR-JUN 2014 | ISSUE 20
@JurongHealth
06-07 ALLIED HEALTH COMMUNITY OUTREACH
14-15
ALEXANDRA HOSPITAL IS NO.1 IN PATIENT SATISFACTION SURVEY
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LONG SERVICE AWARDS
HIGHLIGHTS
FOCUS
04-05 SPOTLIGHT
06-20
IN AND AROUND JURONGHEALTH
21-23
SERVICE IMPROVEMENT & SERVICE QUALITY
24-27
EMPLOYEE ENGAGEMENT
Communication Is Key
CEO & CMB Townhall
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IN THE PINK OF HEALTH
Writer Clara Chua Editor Elizabeth Loo Editorial Advisor Casey Chang
The first townhall session of 2014 with our Chief Executive Officer and Chairman, Medical Board kicked off on 17 March. JurongHealth staff packed the Alexandra Hospital auditorium to stay abreast of the latest happenings.
Mr Foo Hee Jug (Chief Executive Officer) opened the session by stressing on the importance of demonstrating care at work – in our attitude, words and actions. This heartfelt care has brought us to the top of the Ministry of Health Patient Satisfaction Survey 2013. Alexandra Hospital scored a new high of 81.7% in Patient Satisfaction and 83.8% in Overall Patient Experience. On the transition front, he announced that 140 Workplace Transition Coordinators have been
identified to support colleagues in our move to the west. As we move closer to our December opening, he encouraged us to step up on transition efforts because there is national expectation for Ng Teng Fong General Hospital (NTFGH) to open on time.
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The session concluded with a fruitful Q & A session that allowed staff to address any other issues.
Ms Joanne Yap (Chief Operating Officer) took to the stage next as she updated colleagues on the electronic medical record (EMR) and non-EMR training that will take place from June 2014. These training sessions will familiarise us with new hospital systems unveiling at NTFGH and enable us to go paperless, chartless, scriptless and filmless.
In the same vein, A/Prof Cheah Wei Keat (Chairman, Medical Board) encouraged staff to support national bed and service capabilities, and uphold patient safety even as we transit to the west. He also encouraged all to keep well by participating in the health screening for employees.
SPOTLIGHT
The Ins and Outs of Medical Affairs 1
The Four Pillars of Medical Affairs Clinical Governance and Professional Standards
The Clinical Governance and Professional Standards team comprises three functions:
a
The Medical Board Secretariat supports and maintains the structure of the Medical Board. The Medical Board is the highest decision-making body on clinical matters in JurongHealth. Both the Board and Quality Assurance Committees that report to it are responsible for establishing standards to uphold quality care in key areas within JurongHealth.
B
The department of Medical Affairs (MA) comprises four sections, namely Clinical Governance and Professional Standards, Clinical Quality and Patient Safety, Risk Management and Clinical Analytics. Engage finds out from Dr Hwang Chi Hong (Director, Medical Affairs) how he and his team contribute to clinical excellence at JurongHealth.
MA’s mission is “To protect and serve our patients, staff and the organisation by being a resource for knowledge, processes and structures that guard high quality and safe care.”
C
Policy Management The Policy team is in charge of managing cluster clinical policies at JurongHealth. Working closely with key clinicians, they formulate new policies, revise existing ones and upload them onto the Intranet upon approval from the Medical Board. Through hospital roadshows and departmental discussions, new and revised policies are shared with colleagues.
Defining the Mission When Dr Hwang built the MA department from scratch in 2010, he realised that information was a critical need for staff. New colleagues wanted to know the best way to care for patients to ensure the best possible outcomes. MA was built to support frontline clinicians with information that would enable them to carry out their work well.
Medical Board Secretariat
Professional Standards The Credentialing and Privileging team checks for professional standards of specialists practising at JurongHealth institutions. It ensures that specialists have the necessary qualifications and skills before they are allowed to practise within our facilities.
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2
Clinical Quality and Patient Safety
Clinical incidents that arise out of unexpected complications during the care of patients are reported via the Incident Reporting Information System. The reports are reviewed by the Clinical Review Team, which works with various departments to look into root causes, gaps and thematic issues to improve patient care. This translates into interventions to improve care and prevent errors. Findings are also shared with colleagues via MA’s bi-weekly newsletter, Safety Blurbs, and monthly newsletter, Patient Safety Shield. Through a Patient Safety Committee, Falls Prevention Workgroup and Medication Safety Sub-Committee, the Patient Safety team promotes, facilitates and supports patient safety matters in JurongHealth. The participation of JurongHealth in the Ministry of Health’s collaboration with the World Health Organization on Correct Patient and Correct Site Surgery matters is also supported administratively by the Clinical Quality and Patient Safety team. Patient Safety Foundation training is also conducted regularly to familiarise staff with patient safety principles.
3
Risk Management
The Risk Management team manages clinicallyrelated complaints and medico-legal cases in JurongHealth. It works with departments to ensure that every clinically-related complaint is heard and a fair investigation is conducted. It also interacts with patients, relatives, staff, lawyers and insurers to protect the interests of all parties.
4
Clinical Analytics
The Clinical Analytics team is responsible for extracting and analysing clinical data to help clinicians make the best patient care decisions. Through statistical and evidence-based findings, data is used to demonstrate the cost-effectiveness of initiatives such as the Integrated Care Programmes. The team also keeps JurongHealth’s stakeholders abreast with timely information on patient care. A Clinical Quality Dashboard was launched last May to display key performance indicators in areas such as Appropriate Care, Safe Care, Accessible Care and Patient-Centred Care. The Clinical Analytics Team is also planning to publish a newsletter, StaTSεnse. Through this newsletter, the team hopes to inform the rest of JurongHealth on the basics of some exciting statistical techniques.
LOOKING AHEAD In this year of transition, MA will continue to support clinical teams to set up processes and uphold standards at Ng Teng Fong General Hospital and Jurong Community Hospital.
in & Around JurongHealth
A Community Event by Ju
urongHealth’s Allied Health Team
07 JurongHealth’s Allied Health division held its firstever community event at Westgate on 22 March 2014. The event was a close collaboration between Allied Health and Communications. Our colleagues were at the mall all night and up early to ensure a good show for the community. The event was set up in a life-sized mock-up of a “healthy home”. Shoppers flowed into the home setting and walked through the various rooms where they picked up useful knowledge at different stations manned by Allied Health Professionals. They dispensed tips on good sleep habits, medication management and how to choose the right pair of shoes for various activities, just to name a few highlights. In the study, participants learnt how they could create an ergonomic working environment from an Occupational Therapist. In the dining room, a Dietician shared about the recommended intakes from the various food groups. A Medical Technologist measured the Body Mass Index of participants in the bathroom and talked about selfexaminations that could be done at home. More of such activities filled the other rooms at the event. Anticipating that most participants would have their families in tow, we also had activities planned for children. Some sat down to colour and create cool badges that they could pin on their schoolbags. Others queued for delightful balloons in various shapes and sizes from the creative balloon sculptor. Each participant walked away with a goodie bag full of complimentary items courtesy of our generous sponsors. Many were also seen posing happily at a photo booth with X-ray films as props. The photos were then printed instantly for participants to pick up as they left the event. We have certainly imparted useful knowledge and empowered the public on how to live life at its best, in line with our vision to bring health to every home. The event also helped to create greater awareness of JurongHealth and our upcoming hospitals in the west.
in & Around JurongHealth
Working Towards a Common Goal
Colleagues from Hospital Planning got together with staff of GS Engineering & Construction and key personnel from Nominated Sub-contractors (NSC) and consultants recently. Together, they reviewed the milestones required of the completion of Ng Teng Fong General Hospital (NTFGH) and Jurong Community Hospital (JCH). The team set up a Temporary Occupation Permit taskforce to spearhead seamless coordination among GS, NSC and Employer’s Direct Contractors. The formation of this taskforce, comprising senior GS colleagues, showed the commitment of GS towards opening NTFGH and JCH on time. Other matters discussed include turning on power and water supplies, dismantling of tower cranes and authority inspection schedules, just to name a few. Representatives aired their views and showed a readiness in meeting these milestones. The session ended with everyone affirming their commitment to complete the building of NTFGH and JCH on time and on target.
09 Implementation of Electronic Medical Record Moves Full Steam Ahead JurongHealth welcomed representatives from the University of California, Los Angeles (UCLA) to share their expertise on Epic and their go-live experience. The sessions benefited the Electronic Medical Record (EMR) team and helped them to progress more smoothly in the testing and build phases. Core Build Phase In February 2014, the team achieved a significant milestone after completing the “core build� or skeleton of the EMR. The team has shifted gears to test, build content and prepare for the go-live stage. UCLA Shares Its Expertise Amidst the hustle and bustle of validation and build sessions, the EMR team also welcomed UCLA representatives, Dr Michael Pfeffer (Chief Medical Information Officer), Ms Alyssa Doyle (Nurse Informaticist) and Mr Joel Stolk (Director, Architecture and Engineering). The trio met our Senior Management and 11 EMR teams from 10 to 14 February 2014. The sessions allowed our Senior Management, clinicians and nurses to understand more about the benefits and advantages of Epic. While it was important that users view the EMR as a platform to improve patient care and delivery, Dr Pfeffer reminded the teams that the clinicians would ultimately be the ones to treat patients, and not the system. He encouraged staff to familiarise themselves with the EMR system and build up their confidence in using it.
Testing Phase The UCLA sessions also came at a perfect time for teams in their build phases. The knowledge enabled them to work more effectively and efficiently. In March and April 2014, they embarked on User Acceptance Tests with Subject Matter Experts* across JurongHealth to validate final EMR configurations for Ng Teng Fong General Hospital and Jurong Community Hospital. SMEs also signed off on several workflows, offering valuable inputs that enhanced and made the system even more user-friendly. Training in Verona Nine members of the EMR team were recently in Verona, Wisconsin, to familiarise themselves with inpatient clinical documentation and technical systems. Since their return, they have gone straight to integrated testing, which will end in June 2014, to prepare for the go-live stage. Go-Live Readiness Assessment To help everyone adjust to the new system, Change Readiness Officers have been appointed for the relevant departments. Meanwhile, the Medical Informatics team will be staging Go-Live Readiness Assessment events. Be sure to participate in them to learn more about Epic and how it will change the way we work!
*Subject Matter Experts are staff with experience on key processes and workflows. They could either be a Head of Department or Senior Manager in the frontline.
in & Around JurongHealth
Transiting
to the
West
As we celebrate the topping out of Ng Teng Fong General Hospital (NTFGH) in January 2014, we also stepped up on transition planning. Since May 2014, migration and commissioning of our new hospitals have kicked off along with planning for Alexandra Hospital’s (AH) handover to the Ministry of Health (MOH) and Sengkang General Hospital (SKGH). Reviewing the best way to manage existing patients is key. The process includes defining care plans, organising the move, implementing new technologies (medical equipment and IT systems), recruiting, developing and retaining
talent, and implementing new workflows, policies and procedures.
and milestones, and operationalise NTFGH and JCH.
A Transition Planning Steering Committee was set up in October 2012 to oversee and provide leadership in the transition to NTFGH and Jurong Community Hospital (JCH). Led by Mr Foo Hee Jug (Chief Executive Officer), the committee is supported by a Transition Planning Workgroup and three sub-groups that focus on Migration Planning, Commissioning and the handover of AH to MOH and SKGH. These sub-groups work closely with department heads and Hospital Planning to coordinate, track the progress of key activities
To prepare stakeholders for migration and commissioning, the Transition Planning Secretariat has been conducting roadshows to keep staff in the loop of transition matters. Thus far, 22 roadshows have been held from 2 January to 2 May 2014. Migration & Commissioning The Migration and Commissioning aspect of our transition centres on four key areas: - Operation Readiness - Staff Readiness - Technology Readiness - Facility Readiness
11 Full Dress Rehearsals Full Dress Rehearsals (FDRs) form the next part of transition as staff get a head start on delivering patient-centric care to the community in the west. Combining the Electronic Medical Record (EMR) system and various IT systems will redefine care processes when they are launched. FDRs are conducted during the migration phase (table-top exercise at AH) and commissioning phase (actual rehearsal at NTFGH). These will help identify issues early and allow refinement of processes. Workflows of various care scenarios were discussed and agreed upon at table-top FDRs that commenced in February 2014. These will culminate in hospital-wide FDRs in October 2014. Hospital-wide FDRs will simulate scenarios that involve various departments and include emergency patient flows, elective admissions,
transfers to the Intensive Care Unit and operating theatres, ward rounds, Code Blue, logistic workflows, etc. At every level of care, staff will familiarise themselves with unit-based “a day in the life of� scenarios that mimic actual processes in a multitude of settings. Staff will also get a robust handson introduction to new workflows and processes unveiling at NTFGH. Department and hospital FDRs will kick off at NTFGH in September and October 2014 respectively. In addition, FDRs allow us to engage with care providers before the actual go-live, which are crucial in managing the anxiety that comes with implementing a full-scale system and obtaining the buy-in of care providers. These are critical components that would contribute to the successful opening of NTFGH. Stay tuned for the next round of transition updates!
in & Around JurongHealth
A Heart for
Volunteerism Volunteers will complement our frontline colleagues to be the first points-of-contact at Ng Teng Fong General Hospital (NTFGH) when we open our doors this December. Engage chats with Community Relations (CR) to find out what makes a volunteer and how this experience has been rewarding for the team.
TUNE Share with us. What does it take to be a volunteer?
TUNE What sort of experience is required?
CR Ideally, the person should be friendly and enjoy meeting people. Many of our volunteers were recruited to be Patient Greeters and Guiders. These qualities would allow them to assume their roles easily. There are other volunteer programmes for those who feel that they are more reserved and not as comfortable in frontline roles.
CR Training will be provided so it does not matter if you have no experience. We welcome you anyway!
TUNE Is there a minimum age to be a volunteer?
CR We call it the “Getting to Know You Better” session. We chatted and got a sense of our volunteers’ strengths and preferences. The session helped us in our preparation for the needs of NTFGH and Jurong Community Hospital. It also allowed our volunteers to stay excited with us.
CR Anyone above 16 years old can register their interest at volunteers@juronghealth. com.sg.
TUNE CR conducted a volunteermatching exercise at Jurong Medical Centre on 23 and 24 April 2014. Could you share with us about that?
TUNE Could you share with us something interesting from the volunteer recruitment process? CR Many people complain about how bored they are or how small Singapore is. In actual fact, it is about how we spend our time. Our recruitment process has led us down many paths and given us a chance to meet so many people. From retirees who can’t wait to return to the community to students who want “more than a textbook education”, we have been humbled and inspired, connecting with the community in a positive way.
Come befriend us as we gear up to welcome 150 Greeters and Guiders at NTFGH! Know someone who would like to volunteer? Drop Community Relations an e-mail today at volunteers@juronghealth.com.sg!
13 Unveiling the Role of a Patient Service Coordinator On the evening of 17 April 2014, 45 Patient Service Associates (PSA) celebrated their career advancement with supportive family and colleagues. Held at the Alexandra Hospital auditorium, they make up the inaugural batch of Patient Service Coordinators (PSC) who will embark on a job re-design initiative to better patient care and realise JurongHealth’s vision of “Transforming Care. Bringing Health to Every Home.” at Ng Teng Fong General Hospital (NTFGH).
The job re-design initiative kicked off in May 2013, comprising a workgroup of representatives from Human Resource (HR) and Service Operations. Meeting with PSAs, the workgroup obtained feedback to raise the bar of excellence in patient service. This culminated in a pilot exercise of the new and expanded role of the PSC with Ms Chong Li Ting (PSA, Clinic K). In September 2013, line managers, supervisors and HR partners participated in job re-design and evaluation workshops to better understand this new role of the PSC.
In their new capacity, PSCs will be equipped with greater opportunities to develop themselves professionally and improve productivity. Greater job satisfaction is also expected. Selection was based on a rigorous process. In the words of Mr Foo Hee Jug (Chief Executive Officer), “PSCs form a strong alliance of passionate, forward-thinking individuals with the conviction to drive service initiatives. Through it, patients can get the best possible service and care. I am pleased that you have chosen to step up and commit to a career to serve our patients.” All 45 PSCs were chosen because they displayed JurongHealth’s IPOEM values of Integrity, Patient-centredness, Openness, Excellence and Mutual Respect. Their empathy, people skills and willingness to go the extra mile also made them natural candidates for the job. They will now undergo training to be equipped with even more patient-centric skills. We look forward to seeing them at NTFGH in their new roles!
in & Around JurongHealth
Ministr y of Patient Sat He isfact ion S alth ur v ey
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“Be i ng Pat ie n t-F i rst b r i n gs
A le xa nd ra H osp i ta l to
T O P SP O T
The JurongHealth family came together on 14 April 2014 to celebrate our top spot in the Ministry of Health Patient Satisfaction Survey (MOH PSS) 2013. Determined by factors such as skills of healthcare staff, service, hospital facilities and patient satisfaction, the survey helps MOH keep a healthy check on public healthcare in Singapore. In conjunction with the MOH PSS celebration, we also held the JurongHealth Service Quality (SQ) Awards, congratulating 56 colleagues for delivering service excellence to patients. Hailing from departments such as Nursing, Allied Health, Medical and Ancillary, staff received their award titles of “Service Ambassador”, “Outstanding Service Star” and “Service Quality Team” from Mr Foo Hee Jug (Chief Executive Officer) and A/Prof Cheah Wei Keat (Chairman, Medical Board).
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Celebrations kicked off with a mouthwatering spread of roti prata, rojak, laksa, etc. at the cafeteria. Local band, Jack and Rai livened up the celebration with their performance. Colleagues who had their favourite stalls at the cafeteria were thrilled that lunch was on the house that day with a free meal of their choice. It was simply Senior Management’s way of saying “Thank You” and “Well Done”. In addition, everyone received a limited edition lanyard and thumb drive to commemorate our new ranking on the MOH PSS 2013. Colleagues on the night shift who were unable to join in the fun in the day received their appreciation in a different way. The Service Quality team stayed past their working hours to deliver a surprise. They prepared Chewy Junior doughnuts as night snacks and brought smiles to many faces.
The celebration then moved to Jurong Medical Centre (JMC) on 16 April 2014, where JMC and Lakeside Family Medicine Clinic colleagues received similar pats on their backs. A hearty buffet and everyone’s favourite ice-cream uncle brought on more smiles. Thank you for bringing us all the way to the top! This celebration could not have happened without you, JurongHealth folks!
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in & Around JurongHealth
Allied Health Research Symposium The first Allied Health Research Symposium (AHRS) was held on 13 March 2014 to inspire a culture of research excellence amongst Allied Health colleagues. Organised by the Allied Health Research Committee (AHRC), eight colleagues from Dietetics and Nutrition, Laboratory Medicine, Occupational Therapy, Pharmacy, Physiotherapy and Radiology shared their research findings in topics ranging from Improving Range of Motion in Wrist Fracture Patients to Development and Comparison of High Protein Snack Food Versus Standard Renal-Specific Liquid Supplement for Patients on Dialysis – A Methods Abstract. Mr Wee Zhen Yang (Pharmacist, Pharmacy) made the Best Oral Presentation on Clinical Implications of Warfarin Drug Interactions In Patients of Alexandra Hospital.
Judges were impressed by the clinical relevance of the researches and the accompanying insightful findings. Ms Joanne Yap (Chief Operating Officer), who made a special appearance in support of the AHRS, was heartened to see data from as early as two years ago being used. This showed the team’s foresight and preparation in their researches. She encouraged all to continue with their good work. The AHRC also thanks the following judges for evaluating the presentations: • Associate Professor Wong Wai Pong Programme Director, Singapore Institute of Technology • Associate Professor Robert Charles William Hawkins Senior Consultant, Chemical Pathology, Tan Tock Seng Hospital • Dr Darell Alexander Tupper-Carey Director, Research and Senior Consultant, Anaesthesia, Alexandra Hospital
15 poster presentations were also on display at Level 2 of the New Office Block to showcase different research topics. The Best Poster Presentation was awarded to one of four physiotherapy teams that participated. Ms Rachel Kim Dallimore (Principal Physiotherapist, Physiotherapy) received the win on behalf of her team. The AHRC also extends its appreciation to these judges for evaluating the 15 poster submissions: • Dr Yang Kok Soong Director and Consultant, Epidemiology • Dr Rabind Antony Charles Senior Consultant, Emergency Medicine • Dr Christopher Pearce Consultant, Orthopaedic Surgery Through this symposium, the AHRC hopes to put our Allied Health division on the research map of JurongHealth and Singapore, as they unveil even more compelling researches at Ng Teng Fong General Hospital and Jurong Community Hospital!
19 World Kidney Day
Social Workers’ Day
This year’s World Kidney Day adopted the theme – Chronic Kidney Disease and Ageing. Every year, World Kidney Day aims to raise awareness of the importance of healthy kidneys to reduce kidney diseases and other health-related problems. On 13 March 2014, colleagues from Renal Medicine and Geriatrics engaged visitors at Alexandra Hospital to share more about Chronic Kidney Disease, its risks and ways to prevent it. The team was especially heartened by the support shown this year, which culminated in a donation amount of $500 for needy renal patients. We hope you enjoyed learning more about how to keep your kidneys healthy this World Kidney Day! Medical Social Workers (MSWs) at JurongHealth celebrated their profession on 17 March 2014 with a heartwarming theme – Journeying With Our Patients. Derived from the countless journeys undertaken with patients on emotional, social and care support, staff and visitors popped by Alexandra Hospital’s lobby to learn more about the profession, participate in quizzes and tuck into healthy barley beancurd soup dished out by our very own MSWs. Thank you for always being a constant support to our patients! We hope you had a meaningful time at this year’s Social Workers’ Day!
in & Around JurongHealth
Dietitians’ Day
We celebrated Dietitians’ Day on 27 March 2014 with a theme that revolved around nutritional supplements. “Do they work?”, “Are they necessary?” and “What happens if I don’t eat them?” are likely concerns. Mr Charles Lew (Senior Dietitian), shared his insights on collagen, glucosamine, omega-3, vitamin C, zinc, calcium and vitamin D with scientific findings. Amongst these supplements, collagen garnered the most interest from our colleagues who packed the Seminar Room to learn more about these supplements. Given the high cost, negligible and sometimes inconclusive evidence of supplements, Mr Lew advised staff to eat a healthy and balanced diet to stay in the pink of health. After the talk, colleagues tucked into a buffet – nicknamed the “Anti-oxidant Feast” – put together by Dietetics & Nutrition and Food Service. The buffet featured healthier versions of fried vermicelli, stir-fried vegetables and soya curry chicken. To encourage everyone to reach for healthier snacks instead of those with high oil, sugar and salt content, our dieticians created a snack corner to share their recommendations, such as
edamame (Japanese soya beans), healthy nuts, yoghurt parfait and fruits. Many were amazed at how great these natural treats tasted. Games at the event also kept staff entertained as they learned to eat healthier and make adjustments to daily eating habits. We thank our dietitians for putting together this fun and informative Dietitians’ Day!
Service improvement
Call Centre
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Service Quality (SQ) received a call from a Next-of-Kin (NOK) expressing her unhappiness over Call Centre’s failure to return her call. Upon investigation, the team discovered that the NOK had called to enquire on a suitable clinic appointment for a date three to nine months later. As this information was not available yet, the Call Centre staff informed the NOK that they would check and get back to her. Call Centre subsequently alerted the clinic on the same day but the case escalated into a complaint when the NOK did not receive a follow-up call soon enough. To avoid future miscommunication, Call Centre will make the effort to follow up on calls even after they have been handed to another department for follow-up.
Bag Please provide patients with toiletries such as powder, shampoo and soap when they are admitted. Admission can be so sudden at times and we are ill-prepared.
Since receiving this feedback, the Service Operations (Inpatient) team has developed the “Magic Bag”, which includes items such as a comb, toothpaste, toothbrush, shampoo, slippers, etc. Presented to patients at inflight, the “Magic Bag” has garnered positive feedback since it was introduced at Wards 3 and 13. Service Operations (Inpatient) and SQ are working together to roll it out to the rest of the wards in Alexandra Hospital.
Ms Chu Kit Yin
Ms Jasmine Goh
Staff Nurse, Ward 5
Principal Enrolled Nurse, Clinic J
You have many good nurses, but Ms Chu has something about her that sets her apart. Possessing good communication skills, she puts her patients at ease. Her passion for her job is contagious! Dr Clement Lye
service
compliments
Associate Consultant, Dental Services
He was very gentle, caring and put me at ease. Explaining each step clearly, he prepared me for each stage of the procedure and relieved me of my fears. I felt very cared for. Thank you, Dr Lye! Ms Daisy Yeung Medical Social Worker, Medical Social Services
I would like to commend Ms Yeung for going the extra mile to care for my late mother before she passed away. Ms Yeung is one person my mother always looked forward to seeing at Alexandra Hospital. Caring and patient, Ms Yeung reassured and comforted her constantly. I remain very impressed until today. Mr Daryl Chan
What makes a service star? Read these messages penned by grateful patients and their caregivers for our Service Quality Award winners.
Physiotherapist, Physiotherapy
Mr Chan is patient and a really good physiotherapist. Clear in his explanation, his warmth and friendliness put me at ease. Mr Dennis Chua Pharmacist, Pharmacy
Your pharmacist, Mr Chua, impressed with his professionalism and in-depth knowledge today. All pharmacists should be like him, equipped with the knowledge to advise patients. Keep up the good work! Dr Derek Yong Associate Consultant, Medicine
Dr Yong is very friendly and clear in his explanation. This put me at ease and made my experience at your hospital a positive one. Please keep up your care and concern, Dr Yong. Someone out there appreciates you!
Service Ambassadors Ms Anbalagi d/o Murugam Chelliah Associate Patient Service Coordinator, Emergency Medicine
She was very patient as she explained the various procedures I would be undergoing. She even made the effort to make small talk with me to put me at ease. Ms Andrea Li Occupational Therapist, Occupational Therapy
I was really satisfied with Ms Li’s professionalism as she helped me understand my situation. She even went beyond her call of duty to assist me in other areas. She is definitely an asset to your hospital. Dr Antony Gardner Consultant, Orthopaedics
I was totally impressed by Dr Gardner who operated on me recently. He explained the procedure clearly and reassured me. I felt very calm when it was time for surgery. I thank him for his great service. Ms Anushiya Rajendran Staff Nurse, Ward 7
A caring and lovable nurse, Ms Rajendran’s bubbly personality enables her to build rapport with patients easily. Other nurses should model themselves after her.
Ms Dianne Yap Podiatrist, Podiatry
Ms Yap radiates joy to those around with her warmth and genuine smile. As she cleaned my feet, cut my toe nails and put on a plaster, she also referred me to an Orthopaedic doctor cheerfully. I am really impressed with her! Ms Elisa Mak Dietitian, Dietetics & Nutrition
She shared useful diet tips with me, and taught me how to control my blood sugar level. They were simple and easy to follow. Thanks to her, I managed to bring my sugar level down. I am on my way to a healthier me! Ms Erajesvare d/o Sivalingam Chettiar Associate Patient Service Coordinator, Specialist Outpatient Clinic 1
We appreciate Ms Erajesvare for providing us with such excellent service today. Her constant smile and good customer service sets her apart. She is a gem to your team! Dr Harvinder Raj Singh Sidhu
She was a true role model to all – compassionate, committed and commendable. Her actions deserve our highest respect. Dr Jimmy Ong Associate Consultant, Medicine
Dr Ong is truly one-of-a-kind. I have never met a doctor like him. I am touched by how he took the trouble to explain things to me very patiently and will also never forget his kindness. Ms Kogilavani Suberamany Staff Nurse, Ward 3
Attentive, diligent and passionate about her job as a nurse, Ms Suberamany is hardworking and knowledgeable. Always smiling, she and her colleagues made Ward 3 a happy place. Ms Koh Yen Ching Patient Service Coordinator, Specialist Outpatient Clinic 1
Empathetic, Ms Koh always puts herself in another’s shoes and goes the extra mile. She has the makings of a star employee. Ms Lisa Jane Gold Physiotherapist, Physiotherapy
Ms Gold was very friendly, professional and quick to address my questions patiently. Thanks to her, I am on my way to recovery. I look forward to rehabilitation sessions with her. Dr Lydia Au Senior Consultant, Medicine
She is really caring, patient and understanding. My mother dislikes visiting the doctor, but Dr Au was able to put her at ease. These days, my mother looks forward to appointments at your hospital. Thank you, Dr Au! Ms Malliga d/o Selvaraju Principal Enrolled Nurse, Intensive Care Unit 1
A very friendly face, Ms Malliga was motivating, caring and kind. Clear in her instructions, she demonstrated excellent knowledge and skills in her work. Dr Margaret Tan Senior Resident Dentist, Dental Services
I would like to compliment Dr Tan for her superb service. She is easily the most professional and caring dentist I have ever met. Please keep up the good work! Ms Mariama A/P Muniandy Housekeeper, Housekeeping
A very competent staff, she keeps the common areas and facilities in Alexandra Hospital spotless. She is also very polite and pleasant despite starting her day really early at 6am. Her day sometimes ends as late as 12 midnight, but I have seen her working beyond it just to finish her work. She is a really hardworking staff. Mr Moganesh Balakrishnan Staff Nurse, Ward 13
He possesses clear leadership skills and is very pleasant. His communication skills and patient knowledge are also exemplary.
Consultant, Surgery
Special thanks to Dr Harvinder Raj who treated me with such professionalism and amazing skills. Without his experience and vigilance, I would not have recovered so soon. Thank you!
Ms Nellalapara Rini Varghese Staff Nurse, Ward 2
Kind and sensitive to patients’ needs, her smile puts you at ease immediately. She is also really hardworking and professional.
Ms Noorazlin binte Masjor
Ms Sialongo Liezel Pangan
Ms Condino Celina Francisco
Patient Service Coordinator, Admissions & Backroom
Staff Nurse, Ward 12
Senior Enrolled Nurse, Ward 2
Ms Norazrina binti Baharudin
Dr Soh Cheng Cheng
Ms Felicia Chew
Staff Nurse, Ward 10
Visiting Clinician, Medicine
Patient Service Associate, Specialist Outpatient Clinic 1
She possessed in-depth knowledge and constantly kept me informed of my condition through very clear explanations. I am impressed!
She was very patient, courteous and helpful! I wish there were more like her! I enjoyed my stay at your hospital because of her. Dr Norhisham bin Main
I cannot think of anything that needs improvement with Ms Liezel. Patient and pleasant, she often comforted me in times of distress. She is just great!
A caring, understanding and compassionate doctor, Dr Soh is also professional and knowledgeable. She made the effort to clarify my doubts and encouraged me like a friend. Anyone who has been treated by her would agree that she is a wonderful doctor.
Senior Consultant, Medicine
He was very kind to all his patients and extended warm greetings to us when we entered the consultation room. Taking the time to listen, he also did a thorough check of my mother without rushing us. We were warmed by his gesture when he wheeled my mother out after consultation. We are touched by this simple but heartfelt act. Patient Information Associate, Call Centre
After numerous transfers, I was finally referred to Ms Khiz, who was very patient and helpful. She arranged an appointment for me with the Ear, Nose and Throat clinic and scheduled my wife for an appointment with a physiotherapist. Without her, I would still be going around in circles.
Senior Enrolled Nurse, Ward 1
She was very sensitive, helpful, attentive, patient and understanding. Thank you for making my dad’s visit a pleasant one. Ms Tan Jie Xin I wish to commend Ms Tan for her dedication and professionalism. She helped us time and again with valuable advice and even continued to ask after my father, who was her patient, but transferred to a nursing home later. This “continuity of care” sets her apart from the rest. Ms Vijaya Thavy Healthcare Assistant, Radiology
I wish to compliment Ms Nurshiella for her prompt service and smile. She has a smile that brightens a gloomy day. It is the little things that touch and your staff is definitely one of them.
I was very touched by Ms Thavy who went out of her way to care for me. When she learnt that I was feeling cold, she brought me a hot drink and even lent me a gown to double up as a blanket. During her break, she would check on me to see if I needed anything. She really offered top class service that went beyond normal duty.
Ms Nurul Ain binti Saimin
Ms Wendy Chow
Staff Nurse, Ward 7
Patient Service Associate, Specialist Outpatient Clinic 1
Ms Nurshiella binte Jumaat Patient Service Associate, Dental Clinic
Showering care and attention to all patients, Ms Nurul doubled up as our confidante and would listen patiently to our woes and concerns. She was also really prompt in relaying messages clearly to the doctors, making her an asset to the team.
Ever patient and polite, Ms Chow was thorough in the way she handled patients. Although efficient, she did not rush me or make me feel stressed. Unlike experiences at other hospitals, yours was a pleasant and hassle-free one. I appreciate it!
Ms Nurul Alifah binte Soriabakri
Ms Yap Li Wen
Patient Care Assistant, Ward 13
Staff Nurse, Ward 3
A polite staff who would go the extra mile for those in need, she was very professional and knowledgeable. Ms Piriyah Raghubalan Staff Nurse, Ward 13
Ms Piriyah is one staff who does not stop smiling. Always humble and patient, she was the only one who could calm a patient throwing a tantrum in the ward. Other staff tried but failed. Ms Piriyah took control of the situation calmly and is truly a wonderful nurse. Ms Quek Siew Hong Senior Nurse Clinician, Ward 7
I would like to take the opportunity to thank Sister Quek for training the kind and helpful nurses under her. Thanks to her, they have developed great sensitivity toward patients. Ms Quiapo Jaycyl Magdadaro Staff Nurse, Ward 11
She took ownership of the situation and anticipated it before it happened. She also made the effort to comfort me when I felt confused and was in pain. Kudos to her for making my stay a positive one. She and her team are like angels watching over patients.
Ms Chew delights in her courteous and helpful manner. Always ready to assist, she is a good role model to those in the service industry. Keep it up! Dr Lee Jer En Senior Consultant, Medicine
Ms Subathira Jayaprakasannarayan
Medical Social Worker, Medical Social Services
Ms Nur Khizlena binte Abas
Ms Condino was very accommodating and helpful in meeting my needs. This relieved me of a lot of stress and I sincerely hope there will be more like her around.
Caring to everyone she crossed path with, Ms Yap was especially kind to those who were old and slow. Watching her care for them will bring a smile to your face!
Outstanding Service Stars A/Prof Adrian Yap Senior Consultant and Director, Dental Services
At a recent follow-up with Dr Yap, I was relieved not just of my dental issue, but my psychological and emotional pain. Dr Yap treats his patients like friends and I left your hospital feeling calmed. Thank you so much! Ms Carmelle Cuevas Hayag Senior Sports Trainer, Rehabilitation
A very friendly lady, she shared useful exercise tips which helped me recover sooner than expected. She was also very attentive to any signs or symptoms that may affect my recovery. Thank you, Ms Carmelle!
He is very responsible, dedicated and caring. Sharp in detecting changes in his patient’s condition, he listened and offered very helpful advice. Dr Lee is one physician you should cherish. I have great respect for him. Mr Leslie Tan Patient Relations Associate, Service Operations
Fantastic service! Mr Tan is extremely courteous and equipped with skills befitting a customer service personnel. I give him full marks. Mr Loong Di Sheng Senior Enrolled Nurse, Ward 13
Mr Loong is like a ray of sunshine to your hospital. Radiating joy everywhere he goes, he takes pride in his work and makes the effort to explain things clearly and patiently. He is a promising young nurse! You should treasure him. Dr Low Shiong Wen Associate Consultant, Surgery
My dad has been seeing Dr Low for three months and we always find him extremely careful and diligent. Compassionate, he has great empathy and supports us emotionally wherever he could. We have no doubt our father is in good hands under Dr Low’s care. Ms Nur Amirah binte Abd Raub Physiotherapist, Physiotherapy
Ms Amirah is a great listener and physiotherapist. Always caring and understanding, she would explain in detail the type of exercises I should do. This made me less fearful and more confident in my recovery. I am grateful. Mr Roy Chia Senior Podiatry Assistant, Podiatry
An experienced staff who shows genuine concern to a patient, Mr Chia takes great pains to explain the results of every test to a patient. With his cheerful personality, he exudes confidence and reassurance to those he crosses paths with. Ms Yan Lingxia Enrolled Nurse, Ward 1
Ms Yan treated me like family and repeatedly reminded me not to drive after my surgery. She is priceless! I am so touched by her.
employee engagement
Healthcare Humanity Awards We congratulate Mr Abdul Farouk bin Abdul Latiff (Nurse Clinician, Ward 12) and Ms Noreen binte Taha (Senior Staff Nurse, Ward 10) – the proud recipients of the Healthcare Humanity Awards 2013. A continuing legacy of the Courage Awards, the Healthcare Humanity Awards were first given out in 2003 to healthcare heroes for their courageous fight against Sars. They are now awarded to healthcare workers who are inspirational role models. They exemplify values of courage, dedication, selflessness, and steadfastness in ethics, compassion and humanity. These values underscore healthcare as a noble profession, and not merely a job. A/Prof Cheah Wei Keat (Chairman, Medical Board) expressed joy at our nurses’ achievements. “We are very proud of them and encourage more to step up to volunteer in community work. These acts of selflessness will benefit many in our community.” Likewise, Madam Kuttiammal Sundarasan (Director, Nursing) added that Mr Abdul Farouk and Ms Noreen Taha have allowed Nursing to shine as a profession and at JurongHealth. “We are all very proud of them.” Both Mr Abdul Farouk and Ms Noreen Taha have been active volunteers since 2005 and 2009 respectively. They stepped up to be a part of the Singapore Red Cross’ Medical Relief Mission sent to aid Typhoon Haiyan victims in the Philippines in 2013.
Ms Noreen Taha and Mr Abdul Farouk (2nd and 3rd from right) at the Healthcare Humanity Awards, with Ms Joanne Yap (Chief Operating Officer), Madam Kuttiammal Sundarasan (Director, Nursing) and A/Prof Cheah Wei Keat (Chairman, Medical Board), 1st, 2nd and extreme right respectively.
Mr Abdul Farouk bin Abdul Latiff (Nurse Clinician, Ward 12) “As citizens of an affluent country, we should extend help to the less fortunate. Volunteering is one way we can do that. Although it gets challenging at times, it reminds me to be thankful for what I have. The people I meet are very appreciative for the slightest things, and that inspires me to do more.” Ms Noreen binte Taha (Senior Staff Nurse, Ward 10) “I met a local midwife, Anna, at a mobile clinic set up to aid Typhoon Haiyan victims. Her shirt had the phrase “Follow Your Dreams”, so I asked her what her dream was. She replied that she would like to rebuild her home which was destroyed by Typhoon Yolanda. She looked so sad and yet strong. Positive and hardworking, I admire her for her courage and resilience. There is just so much we can learn from those who have experienced adversity.” As a family, we are proud of Mr Abdul Farouk and Ms Noreen Taha for their willing hearts to serve! We wish them more inspiring achievements ahead!
Doing Our Part for the Community – JurongHealth Receives the SHARE Silver Award On 17 January 2014, Community Chest presented a token of appreciation to JurongHealth to thank us for our donations in the past few years. JurongHealth also received the SHARE Silver Award in October 2013, which honoured our generous donations and continuous support towards the needy and the Community Chest. Mr Foo Hee Jug (Chief Executive Officer) is an ardent supporter of SHARE, a workplace giving programme. Over 1,100 employees are active participants of the programme, making donations on a monthly basis. Community Chest allocates donations from corporations and the public to fund 228 critical social service programmes offered by 83 charities to help over 300,000 people. Beneficiaries of SHARE include children with special needs, families with difficulties, people with disabilities, and the frail and lonely elderly. If you wish to pledge a donation, please contact Employee Engagement for more information. Regardless of the amount, we can make a difference to bring hope and love to those who need it.
25
e c i v r e S Long Awards
On 25 April 2014, long serving staff of JurongHealth enjoyed a grand, glitzy and glamorous night at the Raffles City Convention Centre. Upon their arrival, they were ushered into the ballroom by dancers with feather fans. These colleagues were invited to the awards ceremony to receive this year’s Long Service Award and Dedication to Public Healthcare Service Award. With loved ones by their sides, they celebrated years of contribution to JurongHealth and public healthcare that evening. The special event also gave us a chance to honour our first batch of 86 Dedication to Public Healthcare Service Award winners. The Dedication to Public Healthcare Service Award is presented to staff who have accumulated at least 25 years of experience in public healthcare. A total of 153 recipients received the Long Service Award, including our Chief Executive Officer, Mr Foo Hee Jug. Altogether, our recipients have over 4,000 years of experience among them.
Mr Foo Hee Jug (Chief Executive Officer) received his Long Service Award from Mr Lim Yong Wah (Chairman, JurongHealth Board) for 20 years of service to healthcare. We also congratulate Ms Siew Ah Pin (Senior Staff Nurse, Clinic J) for amassing 53 years of service to date. Four staff who wowed with 30 years of service are: Mr Chin Chung Han Medical Technologist, Laboratory Medicine Ms Choo Yee Mun Senior Nurse Clinician, Nursing Administration Ms V Gomathi Senior Staff Nurse, Clinic J Ms Yee Peck Fong Senior Nurse Clinician, Ward 1
The night culminated in a song performance titled “Thank You for Believing”, written by the creative folks behind the Long Service Awards. The lyrics echoed the sentiments of recipients as they appreciate the sacrifices made by loved ones and support shown by colleagues who believed in them.
On behalf of everyone in JurongHealth, we congratulate our long service colleagues and look forward to adding more years with them!
Employee Engagement
The Inside Story
Pocketful of Sunshine Author of Peter Pan, Mr James M. Barrie said, “Those who bring sunshine to the lives of others cannot keep it from themselves.” Ms Mahmooda binte Abdul Kader (Administrative Assistant, General Services) is one such example. She radiates infectious cheerfulness and joy wherever she goes. Ms Mahmooda has been working in Alexandra Hospital for 10 years, out of which nine were spent in the Mail Room. Like clockwork, she begins her day at 8am every day, coordinating and packing the mail for the hospital. Besides arranging for courier service and franking, she also distributes newspapers and internal publications to departments, and mails out letters and bills to institutions and patients.
Staff who frequent the mailroom notice Ms Mahmooda’s cheerfulness before anything else. “It is like a burst of sunshine on a busy day,” said Ms Susie Foo (Executive, Human Resource Management).
Her job may sound easy, but it takes a meticulous person to get everything to the right locations on time. Most importantly, she carries out her tasks with a smile.
Ms Mahmooda enjoys her work in the mailroom. Contrary to what others think, she does not feel lonely despite sitting alone in the Mail Room. The many people who go in and out of the Mail Room provide more than enough company for her. From fellow colleagues to the uncle from SingPost, Ms Mahmooda looks forward to the visits and chatting with everyone. Counting down to the opening of Ng Teng Fong General Hospital, she said, “I am sure there will be more mail there, but I will continue to do my best.” Such is her optimism and positivity – a true reflection of the JurongHealth spirit.
This is a regular column where we profile staff from various departments. Stay tuned as we bring you more Inside Stories.
Be
Savvy
Q.
What is fraud? Fraud is defined as deceit, trickery or a breach of confidence for profit or to gain some unfair or dishonest advantage. Examples of fraud include non-disclosure on conflict of interests, theft, corruption, etc. Conflict of interests undermines the impartiality of a person because of a potential clash between the person’s self-interest and professional public interest. Theft is a wrongful or criminal act that involves the unauthorised taking of another’s property. Corruption is a serious crime and an act of abuse of power entrusted to one for personal gain.
Q.
When is it not fraud? It is not fraud when there are no criminal intentions or any hint of personal gain behind an action. Complaints and personal grievances are not fraud.
27 Engage gets first-hand tips on fraud from our Finance colleagues in this issue. Find out how you can be fraud savvy and avoid becoming an unsuspecting victim.
Case Studies on CONFLICT-OF-INTEREST Situations 1
case
Staff A was involved in sourcing and evaluating a process to acquire a database system for the hospital. One of Staff A’s family members, B is the sales director of an IT firm vendor submitting a proposal for this system.
convern Staff A is related to B. Hence, he should disclose his relationship with B to the organisation to avoid any conflict of interests. Per JurongHealth’s procurement process, all members of staff involved in an evaluation process are required to sign a Declaration of Interest involving vendors they are working with.
2
case
Staff C went on a lavish overseas reference site visit sponsored by a prospective vendor.
convern The sponsored visit could be a way to entice Staff C to favour this vendor. Staff C should not accept gifts/ sponsorship/entertainment that may potentially obligate him towards a vendor. This creates a conflict of interest as he tries to carry out his duties. Staff C should refer to JurongHealth’s Human Resources policy on gifts and entertainment, and the proper procedure to accept or reject an offer of gift/sponsorship/entertainment. When fraud is reported in JurongHealth, the case will be handled, investigated and resolved according to JurongHealth’s fraud policy. An internal or external Committee of Inquiry (COI) may be formed depending on how severe and/or sensitive it is. External COIs are often escalated to the Ministry of Health Holdings’ Group Internal Audit for further and independent investigations.
Q.
Who is responsible for fraud risk management? The potential of fraud is ever present. Staff who suspect fraud should report it to their organisation immediately. Notice something amiss at work, or have reason to believe someone is engaged in an illegal or inappropriate act? Do not be afraid to report it to your Reporting Officer, Head of Department or Senior Management. Risk Management begins with us.
28
in the pink of health Learn to say
(Yes, please put your mobile phone away.)
z
6
3
z
z
5
Take breaks from technology.
Get enough sleep.
Play Up your creativity.
7
2
Exercise.
Eat healthy.
1
Start your day with a relaxing ritual – meditate, sip coffee, or admire the sunrise.
8
Read about how successful people cope with stress.