sch way of caring

The SCH Way of Caring
Good quality service and a positive patient experience can help to achieve better health outcomes, build trust, and ensure the overall well-being of patients. But what exactly makes a good patient experience?

Some of our SCH award recipients who were recognised for delivering quality patient care at the recent Singapore Health Quality Service Awards 2024 share their secret formula.

Seeing From all Perspectives
Young Ming Ee, Deputy Director, Superstar Award Winner

In my course of work, I would try my best to stay updated with the changes in hospital workflows and be proactive in considering how any of these changes might impact patients. Many of us have been caregivers or even patients ourselves before at some point. I find putting myself in the shoes of our patients and caregivers really useful in helping us to identify any potential pitfalls.

Whenever I have the opportunity to walk around the wards or interact with patients, for e.g. during ward audits or volunteer activities with patients, I will observe the environment from a staff's and patient's perspective; and gather feedback from the ground. Often time, noting personal observations and hearing feedback directly rather than through a third party can help me understand the challenges on the ground better!

Two-way Communication
Billones John Kirby Buala, Staff Nurse, Gold Award Winner

As a staff nurse, some of my responsibilities include helping my patients with wound dressing, assisting them with their medication and their daily care routine. But to me, my role is more than just that. It is also about being able to communicate well with patients, understanding their personal preferences, and building a strong rapport with them so that we can better meet their needs.

To overcome my challenge in language barrier, I have also picked up basic Chinese and Malay words from the languages classes that were offered to us. This has helped me tremendously in my interactions with the elderly patients. I remember receiving my very first positive feedback from one of my patients and his family. It feels good knowing that I have made a difference while caring for my patient!

Effective Team Dynamics
Dr Foo Jong Yi, Associate Consultant, PACC, Silver Winner

I cherish my numerous positive experiences with patients at OCH. I fondly remember a patient who had initially lacked confidence in her recovery and rehabilitation. Through working collaboratively with our multidisciplinary team, we managed to identify her concern, get her pain under control and improve her mood.

To me, teamwork is a crucial element to providing outstanding patient care. Regularly engaging our multidisciplinary team in open communication and collaboration can help us provide well-rounded and effective patient care with our collective expertise and perspectives.

Drawing Strength from Experiences
Lucille Basilio Satorre, Senior Physiotherapist, Gold Winner

I feel that having the passion to serve is important in healthcare, as we have to deal with people from all walks of life.

I once had this patient, who was also a friend of mine, who had been diagnosed with stage 4 cancer and was admitted in my ward. Despite her condition, she was always positive and cheery. I was greatly inspired by her positive outlook of life, which fueled my passion to make a difference for the patients whom I work with.

I hope to help all my patients feel the same positivity, and one advice that I live by is to look for the silver lining in every situation. Life will be much more enjoyable if we learn to appreciate the small things and always be passionate in what we are doing.

At the recent Singapore Health Quality Service Awards (SHQSA) 2024, SCH received a total of 29 Star, 43 Gold, 35 Silver Awards and a Superstar Award.