engage SEP – OCT 2012 | ISSUE 13
@JurongHealth
04-05
10-11
12-15
Realising Our Goal Of
NTFGH and JCH
CEO & CMB Award Makes
Being A Digital Hospital
Superstructure Signing
Its Debut
Project onecare
Making history
Ceremony
SQ Awards
HIGHLIGHTS
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FOCUS
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FEATURE
FOCUS
Paving The Way for Seamless Integrated Care
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We marked a new milestone in JurongHealth’s history on 8 September 2012 when we inked the superstructure contract with GS Engineering & Construction. Held at JCube shopping mall, we bring you excerpts of the speeches by Mr Lim Yong Wah, Chairman, and Mr Foo Hee Jug, Chief Executive Officer.
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Excerpts from Chairman’s speech
SERVICE QUALITY
HOSPITAL PLANNING
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HAPPENINGS
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MUSINGS Today we have 2000 people in our organisation. With Alexandra Hospital and Jurong Medical Centre as our base, we have stepped up to take on this important role of being a regional healthcare system for the west.
We intend to deliver highly coordinated and integrated care for our patients. We have set ourselves the goal to change and to improve the way healthcare is provided.
We are building not only two new hospitals, but a fully integrated development which is the first to be purpose-designed and built. The team has worked hard in designing facilities with the community in mind such as integrating the hospitals with the surrounding buildings with convenient links to the public transport system.
We need to work with caregivers and the community. Keeping an open mind and having constant dialogues with the community and also with our patients are important in order to build truly patient and communitycentred hospitals.
03 Excerpts from CEO’s speech
We have found a very good partner in GS Engineering & Construction to ensure that the next exciting phase of our project will be on time, on budget and on quality. Special thanks also go to our capable consultants – CPG Consultants, Parsons Brinckerhoff, Langdon & Seah Singapore, and STET Homeland Security Services and the other sub-consultants who helped to make the progress that we have achieved. I would also like to register my appreciation for the support from MOH and various authorities.
We have consciously sited outpatient geriatric services, together with eye, podiatry and rehabilitation services for the convenience of our elderly patients. At our Emergency Department (ED), we have applied LEAN improvement methodology and simulation to cut waste in our processes to bring about more efficient and better patient experience.
Our vision to transform care and to bring health to every home means that we want to redefine our traditional illness care role – first to keep our community healthy and empower them to do so; and when they do fall ill, to provide care that is better coordinated and integrated from the patient perspective.
We have started the first Intensive Care Medicine (ICM) Department in Singapore to bring about a combined multi-disciplinary care concept, led by Intensivists, to provide coordinated critical care by one team with one standard of care and carry this concept over to the new hospital.
JurongHealth will have the first outdoor concept built into our Intensive Care Unit (ICU) which allows stabilised critical care patients to be pushed to these outdoor adjacent gardens for a little sunshine and fresh air. These gardens will be intensive care-ready and fitted with the necessary equipment and supply points to meet any unforeseen emergency situations.
I am very encouraged to see the JurongHealth family growing not just in numbers, but also in terms of how we live our values of IPOEM – Integrity, Patient-centredness, Open-mindedness, Excellence and Mutual Respect.
FEATURE
Realising Our Goal of Being a Digital Hospital Project OneCare (POC) which comprises Electronic Medical Report (EMR) and non-EMR solutions is moving into the next phase to prepare for our move into the new hospitals. EMR Solution Having just completed our Request for Proposal evaluation, the chosen vendor should be unveiled soon, following which EMR implementation will begin. You have heard it said before that EMR is more than a mere IT project. That’s because it’s a clinical transformation project that aims to digitise and link patient information across users of different departments to synergise work and provide better patient care for our community. With an integrated system, timely and effective decisions can be made. On its own, EMR is but a tool to help us care for patients; it is not a universal remedy to cure all our woes. A tool is only as good as its user and in untrained hands, a scalpel can do more harm than good. As a family, we must own it and take part in its creative process and be committed to use it to the
maximum of its potential. At the end of the journey, EMR will enable users to use data for better patient care and research in a paperless system that benefits all. Non-EMR Solution The Master System Integration (MSI) study is a key initiative to achieve one of POC’s aims to create an integrated system of key services through the effective use of technology. The MSI study focuses on seven key systems (Nurse Call, Patient Entertainment System, Visitor Management System, Queue Management System, Call Centre, Unified Communications and Real-time Location Service) and how they would integrate to deliver a seamless healthcare experience to our patients.
Demonstration of a wall-mounted PC station at the Digital Ward Round at the Ng Teng Fong General Hospital mock-up site.
05 Operations Support Services process mapping session at the Ng Teng Fong General Hospital mock-up site.
Testing a Computer on Wheels (COW) during the Digital Ward Round in August.
Seven cross-departmental workgroups were identified for each of the respective systems and each workgroup took a rigorous systemic approach to achieve our aim by first considering all the possibilities. This was followed by a review of all the possible solutions before validating and prioritising them. These solutions would empower us with the necessary capability to develop an integrated healthcare experience based on effective use of technology. The MSI study will be the platform for the next phase of POC which will kick into high gear towards our goal of using technology to realise our vision of delivering health to every home.
The MSI study focuses on seven key systems (Nurse Call, Patient Entertainment System, Visitor Management System, Queue Management System, Call Centre, Unified Communications and Real-time Location Service) and how they would integrate to deliver a seamless healthcare experience to our patients.
Living Lab The living lab at the Ng Teng Fong General Hospital (NTFGH) site was conceived to realise our goal of being a digital hospital. It provides the perfect opportunity for us to have first-hand interaction with the various new technologies in a mock up environment. On 30 and 31 August 2012, we conducted our first digital ward round to allow staff the opportunity to experience the new hospital environment and test new medical equipment. The living lab will continue to be an integral part of our transition planning as we prepare to move into NTFGH.
A discussion among nurses during the Digital Ward Round in August.
FEATURE
Our Quality Journey Towards Excellent Care
The 12 dimensions of Quality
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Let us aim high and set quality goals that will help our patients Heal, Stay Well and Be Empowered. There will be challenges along the way but with the JurongHealth spirit, we will rise to the occasion! What is important is that we continue to learn and do – plan, do, check and act is the quality mantra. With this, we will achieve steady and focused progress. Equally and if not more important, we must acknowledge our achievements and progress which will build our collective spirit and positive energy to feed us forward. I look forward to seeing all our colleagues at the exciting events that the Committee has lined up for Quality Month this year. We will have fun as we learn! − Ms Joanne Yap, Chief Operating Officer
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Consideration of a patient’s and society’s preferences and values.
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Timeliness Receiving treatment within a reasonable time frame.
Building a Strong Foundation Aspiring for Excellence Quality Month was a time to appreciate our colleagues for being patient-centred, and remind ourselves that quality improvement is a journey towards excellence – two of our core values (IPOEM) in action. In previous years, we chose to focus on one of the aspects of quality. But this year, we recognised that it is multi-faceted and together, the 12 dimensions of quality will form a strong foundation to guide our growing organisation.
Patient-centredness
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Efficiency
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Efficacy The probable benefit of a given medical technique for a specific diagnosis in ideal circumstances.
Respect and Care • The degree to which those providing services do so with sensitivity for the individual’s needs, expectations, and individual differences; and • the degree to which the individual or a designee is involved in his or her own care and service decisions.
Competency • The practitioner’s ability to produce both the health and satisfaction of customers; and • the degree to which the practitioner adheres to professional and/ or organisational standards of care and practice.
Appropriateness
The extent to which objectives are achieved by minimising the use of resources.
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Continuity of care The connectedness between stages along the patient pathway.
Safety Freedom from accidental injury due to medical care or medical errors.
Whether a health service or treatment is available to the person needing it, at the time it is needed.
How the treatment corresponds to the needs of the patient.
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Availability
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Effectiveness The extent to which the intervention produces the intended effects.
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Prevention/ early detection The degree to which interventions, including the identification of risk factors, promote health and prevent disease.
07 Here is a list of talks, activities and exhibitions held during Quality Month at AH and JMC.
Quality Month was held at Alexandra Hospital (AH) and Jurong Medical Centre (JMC) between 15 October and 16 November 2012. We hope you had fun with the spate of activities. Look out for our coverage of the events in the next issue of Engage.
Human Factors In Healthcare: Connecting Worker Safety to Patient Safety Safety Starts With Me exhibition Quality 360 T-Shirt Design Competition Germs and the Environment Be A Quality Detective! Medical Research at Alexandra Hospital: Aspiring to Excellent Quality Care Our Service Quality Journey exhibition Designing for Patient Safety Healthcare Quality Improvement Conference Improving Patient Safety by Improving Communication Striving for Excellence through Projects A Framework to Building a Strong Foundation of Excellence and Patient-centred Care
FEATURE
Happy Toilets at Alexandra Hospital For the second straight year, the Restroom Association of Singapore (RAS) has certified 20 toilets at Alexandra Hospital (AH) “Happy Toilets”. Staff and visitors can find a Happy Toilet five-Star certificate placed outside the following restrooms: Zoo toilet, cafeteria, Clinics A&B, C, G, J, K, L, and M, auditorium and rehabilitation centre. They were chosen based on criteria such as dry and litter-free vanity top; functional and clean taps; working hand dryers; optimised cleaning schedule; having trained cleaners; and fully functional handicapped toilets. This year RAS included a QR barcode on the certificate to allow users to provide feedback once they scan the QR barcode with their smart phones. The feedback will be received at RAS and thereafter sent to us. For us to hold on to the
certificates, the toilets need to be maintained in optimal condition. Having our restrooms officially certified five-star Happy Toilets has further demonstrated and strengthened JurongHealth’s commitment in being patient-centered. This is particularly important as we are a healthcare institution where good health and hygiene takes precedence over other factors. Look out for more Happy Toilets in the near future as we will be submitting more toilets for certification. To our Environmental Services colleagues, keep up the good work!
CRITERIA FOR HAPPY TOILET CERTIFICATION PROVISIONS & CONDITIONS
SYSTEM OF MAINTENANCE
SPECIAL DELIGHTS
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Clear signage
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Optimised cleaning schedule
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Modesty boards for urinals
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Clean and dust-free door
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Updated inspection records
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Ledge for placing
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Dry and litter-free vanity top
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Trained cleaners e.g. NSRS,
belongings
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Functional and clean taps
RSTC certified
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Diaper changing station
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Stain-free and crack-free mirror
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System for remedial actions
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WC for children
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Good toilet layout
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Fully functional handicapped toilet
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Working hand dryers
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General ventilation
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Easy access with ramps
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Sensor flush functional
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Concealed pipeworks
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Provision of WC tap Clean sanitary bins
Cleaner's compartment is neat and adequately stocked
09 The Importance Of Patient Confidentiality Patient confidentiality is an integral part of healthcare. Patients come to us with specific health needs and in diagnosing their conditions, we become privy to sensitive information. As custodians of their wellbeing, we should build on this trust, and not break them. This gives our patients the faith to confide in us. When a patient walks into a hospital, it is almost a given that what is discussed or written down at consultation should be kept confidential. Unless consent is given by the patient to release this information to a third party, we should not, as healthcare providers, transmit this information freely or carelessly. Care should be taken when such information needs to be exchanged, whether it is within our hospital or with other healthcare providers.
LET'S DO OUR PART AND BE EXTRA MINDFUL OF HOW WE HANDLE PATIENTS’ INFORMATION, ESPECIALLY THOSE OF US WHO COME INTO CONTACT WITH PATIENTS DAILY.
PRIVAT E AND CONFID ENTIAL
AVOID HOW TO AVOID LEAKING PATIENT INFORMATION Be Careful When Sharing Information Share patient information on a “need-to-know” basis, and be mindful of your surroundings when discussing patient information. Avoid discussing in public areas such as at elevators, hallways, on shuttle buses or on public transportation. Be alert to open computer screens In our hurry to attend to other matters, we sometimes leave open a computer screen that contains sensitive patient information. This could cause information to be leaked out unknowingly. Keep files away after referring to them As the hospital is a busy place with other patients and caregivers walking in and out, it is important that we stay alert to sensitive information being exchanged daily. This includes keeping files away once our discussions are completed and ensuring information such as the patient’s home address, NRIC and specific health conditions are kept away from the public eye. Careless chit chats It is human nature to discuss work with colleagues and engage in small talk when we run into each other. However, be careful not to take your chit chat a step further by sharing information only you should be privy to. Sharing information electronically Be mindful the Internet is not a secure platform when crafting messages. Disposing of confidential documents Always shred paper copies of documents containing patient information.
REMINDER To remind ourselves of the need to maintain patient confidentiality, we need to constantly ask ourselves, “What would I want if it were my medical information?” and “Do I really need to know this information to do my job?” It is important to note that although electronic messaging and computers may be quick and efficient, they are not as secure as we would want them to be. When communicating with one another, we must remember that: • others besides the recipient may have access to the recipient’s device; • electronic messages (SMS or emails) can occasionally go to the wrong party; • emails can be assessed from more than one location; and • the Internet does not typically provide a secure platform for sending confidential information unless both parties use encryption technologies. WHAT HAPPENS WHEN WE LOSE A PATIENT’S TRUST? • Patients feel discriminated against and suffer as a result of having certain information about themselves leaked to peers or potential employers. • Patients will not trust healthcare providers enough to come forward and be treated. This can cause larger problems in the community especially if the health risk is a communicable one, or one that spreads easily.
FOCUS
NTFGH and JCH Superstructure Signing Ceremony 8 September 2012 was a momentous day for all of us as we celebrated the inking of the superstructure contract between JurongHealth and GS Engineering & Construction to take the building of our integrated healthcare hub to the next stage.
Gracing the event at JCube shopping mall was the Guest-ofHonour, Health Minister Gan Kim Yong, who together with Dr Amy Khor, Minister of State for Health, our Board members, consultants and sub-consultants, kind sponsors and staff, celebrated the milestone with residents in the west. Chairman and CEO delivered touching and inspiring speeches and an apt song delivered by adorable children dressed in our doctors and nurses' uniforms, served to reinforce our
commitment to be there for the community. Crooning to The Rembrandts' "I'll be there for you" effortlessly, the children tickled the audience and emcee who remarked, "Too bad they will not be able to join our new batch of staff next year!". But they just may be able to years down the road! A key highlight at this event was the unveiling of several first-ofits-kind features in our future hospitals. These unique features
− conceptualised with the needs of our patients, their caregivers as well as the community in mind − were brought to life with four life-sized mock-ups of the future ward, Intensive Care Unit, Operating Theatre (OT), a simulated 3-room HDB living and dining room for rehabilitative patients in Jurong Community Hospital (JCH), as well as highlights of the Emergency Department. Spanning levels 1 and 5, visitors came up close to preview these features which will serve
A key highlight at this event was the unveiling of several first-of-its kind features in our future hospitals.
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them when our hospitals open from 2014. Taking our Guest-of-Honour through these features were our very own heads of the respective departments, Dr Gamaliel Tan (OT), Dr Quek Lit Sin (ED) and Dr Tan Chee Keat (ICU) and Director of Nursing, Ms Kuttiammal d/o Sundarasan. To take the experience even further, we had a special photo booth next to the OT for members of the public to don a scrub and pose with a mannequin sprawled convincingly on the operating table. Judging from
our photographer who was snapping away, we could say for certain that they enjoyed the opportunity to be a surgeon for a day! Fun aside, free health screenings were also available to the public that day as part of our effort to keep the community's health in check. The overwhelming response could easily rival that of the goodie bag redemption, where early risers walked away with items including a loaf of wholemeal bread, yuzu-flavoured
juice, magazines and nifty post-its. Now that we have started work on our superstructure construction, we can soon see our hospitals take shape. Do visit JurongHealth's Facebook page and "like" us to get first-hand news on the building of our hospitals on the go!
Service Quality
Honouring the Best at the Fourth SQ Awards There was little standing room at the fourth SQ Awards on 27 September 2012 as staff of JurongHealth came together to honour their colleagues who have shown an outstanding level of service to patients and their caregivers. Together, we launched the inaugural CEO & CMB Award. Originally planned for one recipient – as the highest honour for SQ winners − the panel comprising Chief Executive Officer, Chairman of Medical Board, Chief Operating Officer, Chief Financial Officer, Chief Human Resources Officer and Director of Communications & Service Quality decided that we should give recognition to not just one but two deserving staff! Another new award category is the Service Champ Award which recognises the next level of outstanding staff who have similarly shown consistency in their patient care and service. Staff were also honoured as Service Ambassadors and Outstanding Service Stars, and awards were given out to recognise team efforts. To all our 57 staff and team award winners, we’re proud to work alongside you. Keep up the good work!
13 CEO & CMB SQ Award Winners Radiology Radiology
Shahul Hameed Bin Mashutu V Vijaya Thavy
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Senior Radiography Assistant Healthcare Assistant
Service Champ Winners Allied Health Rehabilitation
Cai Cong Cong
Irene D/O S Kulantasamy
Patient Care Assistant
Dr Kan Yuk Man
Consultant
SN Li Hong EN Loong Di Sheng
Staff Nurse Enrolled Nurse
Nursing Ward 10 Ward 13
Outstanding Service Star Winners Allied Health Dietetics & Nutrition Rehabilitation Rehabilitation
Claudia Canavarro Connolly Gillian Marie Hor Peishan Pamela
Dietitian Physiotherapist Senior Occupational Therapist
Ancillary General Services Ward 1
Pathiban S/O Saurajlu Selvamary Francis
Patient Greeter Patient Care Assistant
Dr Loy Zhi-Yang A/Prof Yap Keng Bee
Resident Physician Senior Consultant
Medical Health & Wellness Medicine
Nursing Ward 2 Ward 7 Ward 10
Team Winners Clinic L Dietetics & Nutrition Ward 2
Dietetics & Nutrition Laboratory Medicine Medical Social Services Radiology Radiology Rehabilitation Rehabilitation Rehabilitation
Lee Lin Fong Su Sandar Myint Sally Gui Kian Wee Gamboa Maritess Sarmiento Jaron Goh Yan Ting Kelly Chan Poh Choo Naomi Mary Lyng Shawn Soh Leng Hsien
Dietitian Phlebotomist Medical Social Worker Radiographer Radiographer Physiotherapist Physiotherapist Principal Physiotherapist
Ancillary
Medical Surgery
Allied Health
Head, Physiotherapy
Ancillary Ward 1
Service Ambassador Winners
Feroze Parveen Abdul Khader Dayola Jefelin Grace Reynaldo Jiang Sha Sha
Staff Nurse Staff Nurse Enrolled Nurse
Admission & Backroom Noorubaizullah Binte Muhammad Yusuf Karim Call Centre Chiang Bee Lay Emergency Medicine Kasthuri D/O Sivaneisen Emergency Medicine Kohinoor Begum Hossain General Services Anchammal D/O Veerappa Samy Nathan Portering Min Oo Radiology Haryana Binte Mohamed Saleh Rehabilitation Asmah Binte Mohamed Yusoff Specialist Outpatient Kasiramu Prasanah Clinics Specialist Outpatient Umamageswari D/O Clinics Sukuramaniam Ward 7 Siti Zarina Bte Yunos
Patient Service Associate Patient Information Associate Patient Service Associate Interpreter Senior Patient Greeter Portering Attendant Senior Patient Service Associate Therapy Assistant Senior Patient Service Associate Patient Service Associate Patient Care Assistant
Medical Anaesthesia Dental EMD EMD Medicine Medicine Orthopaedic
Dr Tupper-Carey Darell Alexander Dr Esther Ogawa Dr Soh Poh Choong Dr Tsu Boon Hsiung Dr Lim Sheen Yee Dr Lee See Muah Dr Ho Yew Ming
Senior Consultant/Director
Valarmathi D/O Sinnathamby Bay Wee Leng Janet Czarina Gako Ebarita Amutha Kumari D/O Ramasami Pillai Malathy D/O Subramaniam Li Feng Jasveer Kaur Daguio Melinda Piagan Mary Jane Orenio Poblete Faridah Binte Hassan Kausellya A Gopala Krishnan Santos Naomi Espinosa Zhao Ying Arlyn Nadonga Castro
Senior Enrolled Nurse Senior Staff Nurse Staff Nurse Staff Nurse
Dental Officer Principal Resident Physician Resident Physican Associate Consultant Senior Consultant Consultant
Nursing Clinic C Clinic M EMD Clinic K Radiology Ward 1 Ward 10 Ward 10 Ward 5 Ward 12 Ward 12 Ward 3 Ward 7 EDTU
Senior Staff Nurse Enrolled Nurse Enrolled Nurse Staff Nurse Staff Nurse Principal Enrolled Nurse Staff Nurse Senior Staff Nurse Enrolled Nurse Staff Nurse
Service Quality
Raising the Bar on Service Quality Their commitment to provide excellent care has garnered them countless compliments from patients and/or their loved ones. Thanks to these heartfelt testimonials, Mr Shahul Hameed Bin Mashutu, Senior Radiology Assistant and Ms V Vijaya Thavy, Healthcare Assistant, were awarded the CEO & CMB Award. Over a year, Mr Shahul received 158 compliments and Ms V Vijaya 102. We could go on and on about how good they are but we decided to showcase some of these glowing compliments.
Mr Shahul Hameed Bin Mashutu
He was very helpful and was willing to go the extra mile without being asked. He is a gem; it’s very hard to find a kind and helpful person like him. Mr Shahul even assisted my wheelchair-bound father in the toilet. Keep up the good work!
Mr Shahul is a very gentle and kind person. He smiles all the time. Two thumbs up for the service. He was detailed and served me with a smile.
He helped to push my husband, who was in a wheelchair, and went to get me a chair so that I could sit beside my husband. Really appreciate his thoughtfulness and he made us feel very comfortable.
Very helpful and humble. Mr Shahul showed great care and was courteous to my dad when he had to go for x-ray. He was very kind and helpful to us and was efficient. Well done, keep it up!
Ms V Vijaya Thavy
Ms Vijaya cared for her patients very well. She was very professional, helpful, caring and gentle to the patients. This is the right attitude. Well done! Ms Vijaya was caring, attentive and helpful. I wish that all hospital staff are like her. Thank you and keep up the great work. She provided excellent service, was helpful and communicated well. She has a pleasant look which makes our day pleasant. She deserves the award.
AH has an excellent group of medical staff, especially Ms Vijaya. She has been very helpful, caring and dedicated in her job. She assured me to dispel my fear and did her job well. Thanks.
She had a smile from the beginning until the end of our visit. She assisted my dad and explained things clearly. She is very considerate, very attentive and would always look out for people who need help. A very big thank you to her.
15 Champions in Service Delivery Rolled out at our recent Service Quality Awards 2012, the new Service Champ Award was created to recognise the next level of outstanding staff who have shown consistency in their patient care and service. They are Mr Cai Cong Cong, Head, Physiotherapy; Ms Irene d/o S Kulantasamy, Patient Care Assistant; Dr Kan Yuk Man, Consultant; Ms Li Hong, Staff Nurse; and Mr Loong Di Sheng, Enrolled Nurse. Well done service champs!
Mr Cai Cong Cong
Mr Cai Cong Cong was extremely courteous, caring and patient. He explained and listened professionally.
Mr Cai was caring, patient and understanding. He discharged his duties professionally and was concerned over my well-being.
He was very caring and his expertise enabled me to recover in a short time.
Ms Irene D/O S Kulantasamy
Ms Irene provided me with the support I needed for the entire time I was warded. She was always friendly and courteous and made me feel calm and welcomed.
Very helpful. Showed care and concern. Provided clear explanation. Showed professional knowledge and skills.
Ms Irene is a very kindhearted person; she went the extra mile in carrying out her duty.
Dr Kan Yuk Man
Thank you for your kindness and concern when caring for my father. I am very touched by your concern for next-of-kin as well. The staff in the ward speak very highly of you too as a caring person and team member. Thank you once again.
You are the best boss I ever worked with! Your guidance, empathy and kindness is much appreciated.
Dr Kan is a very caring and conscientious surgeon and he provides excellent service.
Ms Li Hong Nurse Li Hong is very patient and experienced. She went the extra mile to explain certain procedures in detail to me. She also provided a guide about possible questions to ask the doctor so that I felt more prepared.
Mr Loong Di Sheng
Mr Loong always encouraged my father. No matter how difficult my father was, he was very patient with him. He is very confident and caring.
Ms Li Hong, you are a very kind, helpful and approachable nurse, and I sincerely thank you very much for your kind gestures.
When we requested for medicated oil, Mr Loong gave us a bottle he had bought and refused to let us pay for it. He is humorous, hardworking and provides tender, loving care.
She is very helpful, professional and is knowledgable on nursing care. She also responded quickly when I needed help.
He is helpful and very good with patients.
SERVICE QUALITY
Compliments for Our Staff Compliments from patients and their loved ones never fail to brighten our day. SN Arriane Joy Domingo Lovitos, Ward 2 She was cheerful and approachable from the first moment I saw her. She was always kind, calm and smiling. She explained everything clearly and professionally. She was pro-active, showed initiative and looked after the interests of patients extremely well. Siti Arfah binte Rahmat, Pharmacy My experience was excellent! Indeed, I was most impressed by the professionalism and efficiency of the doctor and nurse. The same can be said of pharmacy personnel. The charming and beautiful Siti Arfah in particular, was both helpful and knowledgeable. Thank you so much for seeing me!
Dr Au Shu Yi Lydia, Medicine Dr Au was very patient and answered all our questions. My brother had seen her earlier about my mother’s condition and had requested for her to explain to me and my father again; Dr Au did it so well. She was patient, explained clearly and put our fears to rest. Thank you Dr Au. Keep up the good work.
EN Nur Syamsiah Binte Badis, Ward 1 Things went very smoothly until I was discharged. Great service from AH staff; this hospital provides the best service. The best service hospital I have been to. You can really feel the care, concern and professionalism. The nurses came by so often to check on me to make sure I was alright.
SN Dandan Edmyralyn Gaspar, SN Maria Agnes Cuevas Reyes, PCA Macaraeg Joy Ann EMD & Ward 14 Rodriguez, Ward 5 Thank you so much for the fast and efficient When I complained that the floor near my doctors and nurses and their hard work. They did bed was wet, she personally mopped the floor their best to save me from an allergic reaction. Myra because she could not find a cleaner. She is very Dandan looked after me throughout the evening before caring, patient, very cheerful and attentive. She can be I was transferred to ICU. Myra has a good working promoted to Assistant Staff Nurse. Keep up attitude, is kind, helpful and is a likable person. the good work! Good job! ICU doctors and staff are caring SSN Bariah Binte Rukan, and showed professionalism. Agnes was Gladson Laveena Evangelin, SSN V Gomathi & outstanding and ensured my stay was SSN Fadhlina Binte Hasssan, Clinic J Clinic G pleasant. Thank You! Nurse Bariah took the initiative and offered to My mother has never had the benefit look after my father-in-law who was on the gurney of having an audiologist explain to her so that I could go for my lunch. Nurse Gomathi and the use and care of her hearing aid. In Nurse Fadhlina also took turns to assist me. They addition, we were warmly greeted went beyond the call of duty, showing such from the entrance to the clinic. The Dr Fareed Husain Yusuf Kagda Grace Michael, magnanimity, care and concern. I feel deeply service delivered was beyond & Ward 13 Nurses Dietetics & Nutrition appreciative and grateful. my expectations. We would like to tell you what a difference Grace is a lovely and caring staff. Despite Thank you nurses! you made. We wrote this love letter with our endless questions, she was always patient the utmost respect for your profession and the with us. She was also very clear in her explanation highest regard for the difficult tasks you perform so that we knew what we needed to do. Grace each day, always knowing the end will come and you cleared a lot of misconceptions we had about what my will move on to another assignment. We sincerely father could or could not eat. Her very supportive appreciate your professionalism in handling our approach also encouraged him. I am glad that he uncle who was probably one of your most is more cheerful now, has peace of mind and challenging patient. looks forward to eating better.
17 Going Beyond the Call of Duty While we are still on a high from honouring staff who exceed expectations in discharging their duties, Engage speaks to three such exemplary staff who live out our values of IPOEM – Integrity, Patientcentredness, Openmindedness, Excellence and Mutual Respect – and who truly put our patients first at JurongHealth.
Mr Harun Bin Ahmad
Mr Pathiban s/o Saurajlu
SN Sathiyawathi Ganeson
Mr Harun, who has worked as a housekeeper at AH since 2004, is a shy person who would only say he “does his job from the heart”. Each morning as he sweeps the driveway, he will not fail to wave and greet every driver who drives through the hospital. We got his colleagues to tell us what he’s really like.
Patient greeter Mr Pathiban is an Outstanding Service Star award winner at the most recent SQ Awards; and previously a Service Ambassador award winner. He does his job so wholeheartedly that patients say he brings joy, is very helpful and that he warms their hearts. He loves serving patients so much and shared, “I want to make them happy and make them forget they are ill.”
Mentioned by Prime Minister Lee Hsien Loong in his National Day Rally this year, Staff Nurse II Sathi stepped forward to help a sick woman on a train when no one did. The shy, petite woman says she considers herself a nurse inside or outside of the hospital. Her motto is to be the best nurse for her patients and she credits her colleagues for giving her support and motivation. Her kind act on a train prompted someone to commend her in a letter to a newspaper and a member of the public to acknowledge her kindness with a bouquet of flowers.
“Harun is pleasant and cheerful.” “He was one of the first people to make me feel welcome at AH.” “He is reserved yet friendly.” “Harun always wears a smile on his face.“ “Harun never fails to acknowledge and greet every single person he meets.”
“The day I went to see a doctor, it was raining heavily, and it was very difficult to get from Clinic K to Clinic L. Mr Pathiban carried me onto a wheelchair and wheeled me to Clinic L. It helped me a lot! I really appreciated it.”
“It’s very heartwarming to know of such kindness. I too wish to register my appreciation to Ms Sathiyawathi but with a bouquet of flowers.”
HOSPITAL PLANNING
Visualising a 3D Model of Our New Hospitals Now into the superstructure building of our new hospitals, our main contractor GS Engineering and Construction has employed Building Information Modelling (BIM) technology to visualise architectural, structural, and mechanical and engineering works to identify clashes in design early to save cost, time and effort. BIM is a process involving the generation and management of digital representations of physical and functional characteristics of a facility. The resulting building information models become shared knowledge resources to support decision-making about a facility from the earliest conceptual stages, through design and construction,
operational life and eventual demolition. BIM is useful for increasing visualisation of the building, managing changes in building design as well as schedules, manpower and cost easily, and for collaborating work among many different stakeholders. A few “clashes in design” have since been discovered in places such as the clinical laboratory; the link bridge between the Specialist Outpatient Clinics (SOC) and Ng Teng Fong General Hospital (NTFGH); lift shafts in Jurong Community Hospital (JCH) and SOC buildings, etc. Kudos to GS Engineering and Construction for including this technology in building our hospitals.
A conflict between the steel beam (553x210x109kg/m UB steel b, in red colour) and travellator (1080x1651 Moving-walk, in purple colour)
Benefiting Patients with Transitional Care
Uses of BIM • 3D visualisation: to create realistic visualisations of the planned building and help in design decisions by comparing various design alternatives. • Change management: since data is stored in a central place in a BIM model, changes made to the building design will be automatically replicated in each field such as floor plans, sections and elevations. • Building simulation: contains not only architectural information but also information about different engineering disciplines (e.g. structural), sustainability information and other characteristics can be easily simulated well in advance of actual construction. • Data management: includes information about scheduling, manpower and cost at any given point of time during the project.
Engage was alerted about a patient who had started walking again four weeks after being warded at Alexandra Hospital (AH) due to a spinal fracture thanks to a pilot programme available at Wards 4 and 5. We learnt that during her Transitional Care stay, Madam How was cared for by a multidisciplinary team of staff. She attributes her speedy recovery to the doctors, nurses and therapists who have showered her with nothing but unwavering care and concern since she was admitted. She added, “The therapist paid a visit to my home to check that my house is safe so that I do not end up tripping over things accidentally — things which I wasn’t aware of previously. I am really grateful for the extra mile that they have taken. They have also accompanied me on a walk from my home to church, which I used to do daily before my fall. And all of these while I am still a patient with AH! They said they wanted to be sure I could cope with my daily demands after I am discharged from the hospital.” On behalf of JurongHealth, we would like to credit our resident physicians, Dr Khin Hnuang Ei and Dr Low Li Lian who have been instrumental in treating Madam How. Special mention must also go to our nurses and therapists for helping Madam How regain her daily function with their patience and perseverance. Transitional Care will be one of the services available at Jurong Community Hospital.
19 Improving on Service Quality Ask any patient and he/she is likely to say meal times is one of the things he/ she looks forward to during a hospital stay. Following feedback from two patients about a few fish dishes, the Food Services Department decided to conduct a food tasting session. The main objective was to get the senior management to give their feedback on the dishes that are served to patients. The fish tasting panel comprised Ms Joanne Yap, Chief Operating Officer; Ms Chow Siew Ying, Chief Financial Officer; Mr Joel Tan, Director, Operations Support Services, Ms Yeo Li Li, Assistant
Director, Service Quality; and Mr Richard Woo, Executive Chef (Food Services). The fish used at the session was sourced from the same supplier as the ones used to serve patients, in catering and to the general public at the cafeteria. It was cooked in four ways. The steamed fish was cooked with light soy sauce and as a low salt version. There was also spicy baked fish and grilled fish with tomato salsa.
well-received, we had to keep steamed fish on the menu as it was easier for geriatric patients to eat. To make steamed fish more appetising, the Food Services Department puts more herbs and spices such as ginger. We would like to thank Mr Woo and the Food Services Department for improving patient satisfaction and we look forward to more of such initiatives!
The spicy baked fish and grilled fish with tomato salsa were the most popular. Mr Woo said even though the steamed fish was not as
New Carpet Treatment As part of our efforts at continual improvement, the carpet at Ward 7 was changed over a weekend in September as the previous material was difficult to maintain and stained easily. The new carpet was chosen after numerous rounds of deliberation by Operations, Hospital Planning, Facilities Management, Nursing and Communications.
The chosen carpeting was picked with patient safety in mind, based on its anti-microbial treatment; it provides protection against bacteria including Methicillinresistant Staphylococcus aureus (MRSA), e-coli and the development of dust mites. The carpet is made in the UK and is durable, slip resistant, reduces noise pollution and is completely waterproof. It
is also easy to maintain and can be easily cleaned using an upright vacuum cleaner. Stains can be easily removed using a solution of mild detergent and warm water. The new carpeting will be mirrored in our upcoming hospitals should it prove successful in the months ahead. This initiative is one of many to test bed new materials for our future hospitals and it will be mirrored in our upcoming hospitals should it prove successful in the months ahead.
HAPPENINGS
CMB Dialogue With Doctors 29 August 2012 was a meaningful time for our doctors, who took time out of their busy schedules to join in the first-ever CMB Dialogue. Held at the auditorium, they convened in an informal setting to keep each abreast of things within and outside of their departments. Kicking the session off with a warm welcome to the new doctors in our midst, A/Prof Cheah Wei Keat, Chairman of Medical Board, shared future plans for the team, and encouraged all to continue with their integrated care of patients. This meant forging closer working relationship with allied health and non-clinical colleagues and living out a model of care we can all be proud to associate ourselves with.
Promoting Workplace Safety and Well-being
We hosted Dame Carol Black, Expert Adviser on Health and Work, Department of Health, England, in our auditorium on 14 September 2012, who spoke on Ensuring Workplace Health and Wellbeing in the Healthcare Setting. She highlighted the importance of embedding
health and well-being in every aspect of an organisation’s structure and work. This could help to improve the mental and physical wellbeing of staff and in turn, result in fewer applications of sick leave. Reduced sickness absence rates would not only result in cost savings but also increase staff productivity and
decrease turnover; improve morale and communication between teams; improve the quality of services; and improve patient satisfaction. Rounding off, she reminded the audience it is the aggregate performance of all workers that determines the success of any organisation.
21 Integrated Health Screening at South West CDC Unveiling JMC’s Clinical Lab
On 22 August 2012, JurongHealth was part of a stronghold of community partners who offered free health screening to over 600 residents from the South West district. Spearheaded by the South West Community Development Council (CDC), this screening embraced the “Many Helping Hands” approach by combining resources from organisations such as NUS, the Health Promotion Board and the Society of Opticianry Practitioners (SOP). Residents received free eye, ear and other age appropriate health screenings at Jurong Medical Centre, and free hearing aids and spectacles were given based on their needs and conditions. A/Prof Cheah Wei Keat, Chairman of Medical Board at JurongHealth said, “Our involvement in this initiative is in line with our vision to transform care and to help our population stay healthy. Following the screenings, we will contact the residents to ensure proper follow-ups. Every effort counts and through this, we certainly want to help our community stay well and healthy.”
The Clinical Laboratory at Jurong Medical Centre (JMC) has been officially unveiled. As part of JMC’s mission to be a one-stop healthcare centre in the west, this lab will support the needs of residents while JMC collaborates closely with community partners such as the likes of GPs and polyclinics. Following the successful launch of AH’s Molecular Diagnostics Laboratory on 9 July 2012, the JMC Clinical Laboratory will provide accurate reliable test results on clinical specimens to enable doctors to diagnose patient illnesses in a timely manner, while treating and managing problems quickly.
The laboratory will also offer phlebotomy services to patients who need it. Presently, the laboratory focuses on providing affordable and quality laboratory services to patients in addition to supporting colleagues in their respective area(s) of work. Helmed by Dr Leslie Lam, Head of Laboratory Medicine at JurongHealth, JMC’s Clinical Laboratory will be managed by Ms Ong Siew Kim, Senior Scientific Officer, and operated daily by a Medical Technologist. As it evolves, the lab will extend its services to include corporate screenings and clinical test requests from GPs in the west.
HAPPENINGS
Celebrating Hari Raya as a Family
21 September 2012 was a joyous day as senior management and non-Muslim colleagues came in their best Hari Raya attire to celebrate with our Muslim colleagues. After a short speech by Mr Foo Hee Jug, Chief Executive Officer and Ms Joanne Yap, Chief Operating Officer, the audience was treated to dazzling song and dance performances by our Muslim colleagues, followed by a sumptuous buffet spread. The audience also took turns to play ikat samping. A samping is part of the traditional male attire that is worn around the waist and ikat samping tests participants on how fast they can tie a samping. Following the excitement, everyone joined in to sing the popular song, Satu Hari Di Hari Raya. Engage would like to thank the Committee comprising staff from different departments for a wonderful time.
Safety and Security Week Organised by General Services (GS), the annual Safety and Security Week at Alexandra Hospital (AH) was held for the second time on 26 September 2012 where staff spent the afternoon picking up tips on good security practices. Mr Foo Hee Jug, CEO and Mr Justin Wong, Deputy Superintendent, unveiled some crime prevention posters which will be placed around AH. The audience was also introduced to the first security audit team who aim to heighten crime awareness and encourage a workplace with high vigilance among staff. To end the event on a high note, Ms Koh Kim Luan, Deputy Director
of Nursing, was invited on stage to present the first Security Challenge Shield to Ward 10 for having security features that protect staff and patient belongings from petty theft. Keep up the good work Ward 10! To educate patients, their families and staff on crime prevention, our GS colleagues also collaborated with the police to play some games at the main lobby. Those who answered the questions correctly were entitled to spin a wheel and receive prizes. Staff and patients alike eagerly queued up to participate. Fun aside, remember that low crime doesn’t mean no crime.
23 Happy Pharmacy Week As part of Pharmacy Week, our colleagues from the Pharmacy Department were at the main lobby from 1 to 5 October 2012 to teach patients and their families how to read a prescription as well as share more about the role of a pharmacist. They also talked about minor ailments and the suitable medications for them. Some patients, visitors and staff had their height, weight, blood glucose and body fat measured while others took part in a short quiz and won prizes. Engage would like to thank our pharmacists for putting this together! In tandem with Pharmacy Week celebrations, we held an appreciation dinner for our pharmacists on 28 September 2012 at the seminar room. In the audience were also some JurongHealth scholars who will be joining us over the next few years. Mr Foo Hee Jug, CEO, thanked our pharmacists and added that their efforts complemented the entire team. After tokens of appreciation were given out, the crowd tucked into dinner and bonded over some games. To all our pharmacists, we hope you had a great Pharmacy Week!
MUSINGS
Knowing Our Allied Health Professionals
Did you know we celebrated World Pharmacists Day in September and World Diabetes Day and Speech Therapy Day in November? Here is a quiz to help you understand more about what pharmacists, dietitians, speech therapists and other allied health colleagues do. The answers can be found at the bottom of the page. 1. a. b. c. d.
A physiotherapist does not administer pain medication provide electrotherapy modalities conduct Pilates classes conduct weight loss programmes
7. a. b. c. d.
A speech therapist may work with a baby with a cleft palate adults with swallowing difficulties a person with brain injury all of the above
12. a. b. c. d.
Dietitians can work in a/an supermarket operating theatre research facility pharmacy
2.
Which fields of practice can a physiotherapist work in? Pharmaceutical Orthopaedic surgery Burns and plastics surgery rehabilitation Hand and reconstructive microsurgery
8.
Which group of individuals is likely to have difficulties with speech? Patients with head and neck cancer Patients who had a heart transplant Patients on dialysis Pregnant women
13. a. b. c. d.
Psychology deals with memory retraining phobias pain management all of the above
a. b. c. d. 3. a. b. c. d.
9. a. b. c. d. 10.
A pharmacist does not dispense medication and educate patients on the safe usage participate in research and clinical trials administer pain medication intravaneously consult on minor ailments
a. b. c. d.
If you have trouble getting in and out of bed, you need the help of a podiatrist occupational therapist neurologist radiologist
a. b. c. d.
The original Greek word from which “pharmacy� is derived from meant sorcery medication surgery health care
5. a. b. c. d.
Podiatry is the study of hormones the heart foot and lower limb problems the kidneys
11. a. b. c. d.
You need the help of a dietitian if you need heart surgery need expert nutritional advice need psychiatric help need to be quarantined
6. a. b. c. d.
Areas associated with podiatry are arthritis sports medicine podopaediatrics (study of children’s feet) all of the above
14. Patients in the psychology department can be assessed according to their a. financial situation b. employment status c. competency in decision-making d. educational level 15. a. b. c. d.
Medical social workers are concerned with improving the mental and physical wellbeing of patients and their families solving the problems of patients and their families providing free medication diagnosing illnesses
16. Which of the following is not the responsibility of a medical social worker? a. Provide counselling and therapy b. Act as a foster parent c. Provide financial assistance d. Conduct home visits
Answers: 1 (a), 2 (c), 3 (c), 4 (b), 5 (c), 6 (d), 7 (d), 8 (a), 9 (c), 10 (a), 11 (b), 12 (c), 13 (d), 14 (c), 15 (a), 16 (b)
4.
An occupational therapist is not involved in the area of stress management geriatrics neurology weight management
a. b. c. d.