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ONEVOICE

A Monthly Staff Newsletter :: May 2013 Issue

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Breaking News

Bring back the kampong spirit SHP celebrates the official reopening of SHP-Geylang

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ur 18 years old SHP-Geylang was officially reopened on 3 May 2013 by Guest-of-Honour, Dr Amy Khor, Minister of State for Health and Manpower. Small flavours of kampong heritage such as buri fans, traditional gong and kampong food items were included in the ceremony to add to the celebratory mood.

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The official reopening ceremony signified a new beginning for the clinic as it kicked off a series of “firsts”. SHP-Geylang is the first polyclinic in SingHealth to set up a Geriatric Centre to provide medical services for the elderly. The Centre will pilot several programmes such as osteoporosis and dementia screening.

Pantone PMS 166C

... the improved polyclinic will radically bring about better patient care and experience... Dr Amy Khor Minister of State for Health and Manpower The polyclinic is also the first to roll out structured patient education – The Golden Series and exercise programme to increase patients awareness on agerelated health issues and to empower them to take charge of their health and lead an active lifestyle. Beside improving patient care, nurturing the future generation of healthcare professionals for primary care is equally important. The Academic Family Medicine Centre (AFMC) in SHP-Geylang, another first for SHP, aims to provide a conducive environment for learning. The official reopening video can be found in SHP Intranet > Newsflash. Subscribe to our YouTube channel and view our videos now at https://www.youtube.com/user/SHPolyclinics. 1


Focus Point

See something. Say something. Do something. The “Patient Safety Walkrounds” was introduced in January 2013 as part of our commitment to improve patient safety. Directors of head office are scheduled to visit a polyclinic every month to understand our staff’s concerns and get their suggestions on matters relating to patient safety. Some of the common matters raised by staff included fall risks, injuries, communication and crowd management. To improve patient safety, staff are reminded and encouraged to take action when they spot a potential patient safety issue; that is when they “see something”, they must “say something” and “do something”. Patient Safety Walkrounds are supported by the Patient Safety group and Quality Management Department. The team will visit all nine polyclinics this year.

Green is the new pink Congratulations to SHP-Geylang on achieving the Green Mark Gold Award by Building & Construction Authority (BCA) on 26 March 2013. The award recognises the building for its environment-friendliness and sustainability. It was no easy feat to plan and prepare the new building for the assessment, but we did it! Here are some key areas that impressed the judges: Use of natural ventilation and lighting Use of energy efficient lights and electrical appliances Use of copious areas for greenery SHP-Tampines will be the next clinic applying for the BCA Green Mark Gold Award when their new building opens. Let’s cheer them on!

Did you know? The BCA Green Mark Scheme started as an initiative to drive Singapore’s construction industry towards more environmentfriendly buildings, promote sustainability in the built environment and raise environmental awareness among developers, designers and builders. Now, it is a benchmarking scheme which incorporates internationally recognised best practices in environmental design and performance.

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Focus Point

Wake up your idea To encourage staff to actively suggest ways to improve their work processes, SHP-Geylang organised a suggestion box design contest. Four departments in the clinic, including doctors, nurses, pharmacy and administrative staff were given $10 to design a suggestion box, titled “My Sparks�. The winning team formed by the doctors received a $50 NTUC vouchers and all other participating teams received a box of chocolate for their effort.

THE WINNING SPARK: A tankdesigned box to help staff spark off their big ideas.

The brand new infrastructure role-model On 5 April 2013, National Heart Centre Singapore (NHCS) senior management, including A/Prof Koh Tian Hai, Medical Director, and Mr Alson Goh, Chief Operating Officer, visited SHP-Geylang, to learn how SHP incorporates age-friendly features to the clinic design and structure. The guests were hosted by Dr Adrian Ee, Deputy CEO for SHP, and Dr Gilbert Tan, Director for SHP-Geylang.

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Human DNA

The touch of love In this month’s staff feature, Senior Nurse Clinician Rohanah Bte Pagi from Nursing Administration shares with Eric Lim her passion to contribute back to the society. What were some of the activities that you had participated outside your working hours? I have been providing health education and on-site healthcare locally and overseas at my own time and expense. I have volunteered at various groups such as Diabetic Society of Singapore, St. Andrew Cathedral Medical Mission, Singapore International Foundation and MUIS and joined their overseas missions to remote villages in Cambodia, Batam and Bintan.

Why do you participate in such activities?

Share with us a little bit more on how you inspire your children.

Although age is catching up fast on me, it is not a hindrance.

They are my motivation and I wish to be theirs too.

In fact, the most rewarding way to age is to help those in need.

So, at the age of 52, I obtained my Bachelor Degree in Nursing, proving to them that if they work hard, they can achieve their goals no matter how tough the challenge may be.

My long-term goal is to empower the people around me towards better healthcare and living.

Besides these, I have been taking part in the medical aid to the Singapore’s Haj pilgrims in Saudi Arabia since 1987.

Was there any shocking incident during the overseas mission? The medical mission trip to Cambodia in 2002 was probably the most dangerous trip I had. While we were on board an army truck to purchase some groceries, our truck had to pass through a field laid with active land mines. We were all trembling in fear when we witnessed the Cambodian army removing the mines. We could have been blown into pieces if we went over the land mine!

ALL SET: Grabbing a quick shot during a mission trip to Batam. Does your volunteerism have any impact on your family?

So, inspire all of us too! Give our readers some take-aways.

I continually instil my values to my four daughters.

Lending a helping hand to the under-privileged is exceptionally uplifting for me.

Two of my daughters are nurses too! For some of my quests in serving the needy, I brought them along, so that they could also give back to the society.

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I will continue to be a change-maker and inspire others and I believe you can do it!


Human DNA

Who is the angel behind you? Have you noticed our new screensaver? Introduced in April 2012, the new screensaver flashes our seven Core Values - Compassion, Commitment, Collegiality, Professionalism, Respect, Openness and Integrity. In this issue, we will discuss our first core value Compassion. In SHP context, compassion is defined as “Valuing and caring for every individual, being sensitive and attentive to their needs in a timely and appropriate manner.” Here are ways we can demonstrate compassion: Be courteous and demonstrate care and concern Be sensitive towards others’ feelings Empathise with patients and colleagues Do you know of anyone in your workplace who demonstrates this core value? Share with us who the person is and what he or she has done. You may send us a note to HR (hr_admin@singhealth.com.sg).

Come, let me hear you out “Seek first to understand, then to be understood.” -- Stephen R. Covey, Author, 1932 - 2012 Most people probably seek to be understood first to get their point across. In doing so, they may ignore the other party, pretend that they are listening, selectively hearing or focusing on certain words and miss the meaning entirely. Using empathic listening compels people to reciprocate and take an open mind to be influenced. This improves personal relationships through reducing conflicts, strengthening co-operation, and fostering understanding.

Psst... We are hiring! SHP is hiring! If you have friends or family members who are interested in the job opening, do invite them to send in their application. They can apply through via SHP Internet at http:// polyclinic.singhealth.com.sg > Careers.

Tips to communicate better at work Listen attentively Do not interrupt when the person is talking. Restate what your heard Make sure that you have understood the message correctly. Ask questions and invite questions Acknowledge other’s perspectives and explain your own.

Various positions are available in the following categories: Medical Nursing Pharmacy Allied Health Administration Ancillary 5


Foot Prints

We can do more In the recent tracer conducted from 28 February to 21 March 2013 across the nine polyclinics, the SHP JCI audit team focused on two key areas – dental and medical. You may refer to the tracer findings and recommendations in SHP Intranet > Corporate > JCI Corner. Protect patients’ confidentiality

Ensure right patient Identify Ensure that you are attending to the right patient by obtaining two forms of identification and checking against the documentation and patient records.

“Lock” your computer or log out from your computer when you leave your workstation. Use your personal password to access patients’ records when sharing computers.

Know patients’ pain level

Do not dispose items with patient information, such as patient sticker labels and BMI print-outs, into the general waste bin.

Screen all patients for their pain level at all times; not only when pain is a concern.

Improve patient communication Know where to obtain Patients’ Rights and Responsibilities (R&R) leaflets and remember to hand them out to new patients at the clinics.

Identify fall risks Familiarise yourselves with the actions to take when the fall risks icon is activated or deactivated.

Learning Hub

Transcribing research study is now easier Need to transcribe your focus group discussions (FDGs)? Research transcription can be time-consuming and labour-intensive as it involves audio-recording research interviews, FGDs and other types of recorded interactions between the researcher(s) and their study participants. Such recordings are also typed out as written verbatim transcript. Transcribing such recordings allows researchers to search and analyse data by looking for keywords or emerging themes. The SHP Research Department has recently established the Research Transcription Service to link-up our researchers with the transcribers. The assigned transcribers are required to sign a confidentiality agreement before and after a task. Check out the Research Web page for more information on the Transcription Service at Portal Home > Education & Research > Research Web. For assistance, you may contact Ms Caris Tan (tan.yang.thong@singhealth.com.sg). 6


Message Board

at SHP-Sengkang

at SHP-Tampines

I visited Sengkang Polyclinic for my newborn baby’s check-up and was impressed with the exemplary attitude demonstrated by the staff.

Dr Tan Kuo Yau was very attentive and listened patiently to my questions.

Ms Lee Ngin Huay at the registration always put on a smile and this made my wait seem shorter. Dr Wong Pei Ying was clear in explaining the medical conditions. She was caring and helped me with the door as I was carrying my baby.

What made me write in were his genuine concern and interest in his patients. I hope SingHealth Polyclinics will do its utmost to retain such a young and fine doctor. Sent by Mr Wong Yim Lai via email on 4 April 2013

Sent by Ms Yvonne Ng Gek Puey via Straits Times Online Forum on 26 April 2013

at SHP-Bedok

at SHP-Geylang

I would like to commend Dr Jonathan Phua for his professionalism and positive work attitude. The receptionist at the dental clinic, Ms Audrey Ng, was friendly, patient and professional.

Dr Andy Kong Kah Shem was meticulous in my health assessment. He considered my well-being when providing the appropriate advice.

It was a pleasant experience for me.

He is responsible and commendable. Sent by Mr William Chua via email on 5 May 2013

Sent by Mr Loy Chong Hwa online on 31 March 2013

at SHP-Head Office (Research)

at SHP-Pasir Ris

Ms Tan Yang Thong Caris, Research Executive, is very well-organised and does an excellent job in documentation. Research Operations Manager, Ms Patricia T Kin’s advice and guidance have provided her a great start in study conduct.

I would like to thank Dr Tan Ngiap Chuan for introducing the AsthmaCare Buddy iPhone application.

Both Caris and Clinical Research Coordinator, Ms Ng Chiat Eng, showed willingness to learn during the training. We are amazed with their attitude and work quality. I am glad to work with your excellent team. Sent by Ms Lim Tzy Tiing from Novartis and Florence the National Heart Centre, Clinical Research Unit via email on 15 April 2013

I can access the asthma action plan easily via my phone. The application also provides related information on my condition and my vaccination record. I believe many patients with asthma will find this application useful and beneficial. Sent by Ms Hairani Jalil via email on 13 May 2013

at SHP-Geylang I was attended to by your Yuvarani Mohan and Nurshidah Binte Mohamed Kasim at the laboratory when I felt a pain in the chest. Dr Claire Huang and senior staff nurses Ong Poh Kiong and Nurfaradillah attended to me promptly. They were friendly and considerate. I would like to express my gratitude and good wishes to them. Sent by Mr Murali Sharma via email on 2 May 2013 7


Shutter Bugs Pets are your life companions. For this month’s contest, whether you have a dog, cat, bunny or even a tank of fishes, showcase that special bonding moment you have with your pet(s)!

Theme - Pets for Life! The three best photographs will win a $20 Pet Lover Centre voucher! Email your photography to lim.wei@singhealth.com.sg by 31 May 2013 and include the following: • • • • • •

Your name Designation Clinic Contact number / Email The breed and name of your pet(s) In less than 10 words, a short description of that moment (e.g. “A peck of friendship”)

Please note: • • • • •

Only SHP staff is eligible to participate in the contest. Each staff can only submit one entry. To ensure clarity during printing, your photograph should be at least 1MB but no larger than 4MB. Photograph should be original and no editing is allowed. Details to the rules and regulations are available on SHP Intranet > Events

Work Life

Be out ‘n’ discover Take a trip to discover the child in you! For the June 2013 draw, 15 lucky staff will win a pair of tickets to MINT Museum of Toys and bask in nostalgia as they appreciate an extensive collection of vintage toys, including rare and unique one-of-a-kind pieces. Application deadline: 30 May 2013 Visit period: 1 to 30 June 2013 Download the form from SHP Intranet > One Voice, and submit to Chu Ting in Human Resource department.

E d i t o r ’s N o t e We all have a companion to brighten up our life. It may take various forms such as a toy, a diary, a luxurious car or in most cases, a pet. For this month’s Shutterbugs contest, let’s feature our pets and show them how much we care for them, making them an inseparable part of our lives. Pets are for life. Do not buy them on impulse. With love Eric Lim Editor, One Voice 8


One Voice May 2013