Rapid response to finally solve an age-old problem

Nurse Chen Jie (right) with her colleague from Ward 63 using a pocket amplifier.

Patients in the ward can hear clearly now that nurses tap a Rapid Response Fund to buy personal sound amplifiers
 

Nurses in Ward 63 had long struggled with caring for older patients with age-related hearing loss. They had a solution that had been tested and proven to work. It was not even costly to the hospital. But it was hard to justify the budget request because it did not directly improve efficiency. Along came the Patient Experience Rapid Response Fund, which put an end to the nurses’ challenge.

In Ward 63, many patients are older adults living with age-related hearing loss. While some own hearing aids, they often arrive without them — leaving nurses and doctors to raise their voices just to be heard. Over time, this became an unspoken challenge of daily care.

Speaking loudly was never ideal. It disturbs nearby patients, made private conversations difficult, and sometimes led to misunderstandings with families.

“Sometimes relatives think we are scolding the patient,” shared Assistant Nurse Clinician Chen Jie, who championed the initiative. “But we’re not — they just genuinely cannot hear us.”

For patients, it could feel uncomfortable and isolating not being able to understand the staff’s instructions in an unfamiliar environment. For staff, it was frustrating to know what good communication should look like yet not have the right tools to achieve it.

A proven yet inaccessible solution

The use of personal pocket amplifiers wasn’t new. Staff had seen how effective they could be as some doctors had purchased their own devices.

“We could only use them when the doctors were in the office,” Chen Jie recalled. Meanwhile, the nurses improvised.

“Sometimes we had no choice but to use a stethoscope to help patients hear,” she explained. “We would speak into the chest piece while the patients listen through the ear tips. It wasn’t ideal, and it certainly wasn’t dignified, but it was all we had.”

What held them back

Despite recognising the impact on patient care, acquiring pocket amplifiers wasn’t straightforward. At about $400 a unit, the devices were costly for the nurses to buy their own.

And purchasing them through the usual hospital procurement channels felt out of reach. “We did not know how to justify the expense, which did not fit into the usual buckets of needs, such as improving efficiency or a workplan.”

Along came the Rapid Response Fund

Many meaningful improvements in patient care begin with small observations at the bedside. However, these ideas often stall due to cost or long approval processes.

SGH has identified improving patient experience as a strategic priority. To put it into action, it created a Patient Experience Rapid Response Fund to remove these barriers. It offers timely funding and a streamlined application process, empowering staff to act on practical ideas that improve patient experience when it matters most.

For Ward 63, this support made the difference between managing a problem — and truly fixing it.

With the funding approved, Ward 63 purchased three pocket amplifiers for common use.

“We placed one device in each room,” she explained. “We also share updates in our WhatsApp group so everyone knows where to find it and how to use it.”

Infection control protocols were clearly established. “After every use, staff wipe down the device. The headset is for single-patient use — once the patient is discharged or transferred, it’s discarded.”

A small device with a big impact

Since introducing the pocket amplifiers, everyday interactions have changed.

“Now patients understand us better,” Chen Jie shared. “We can explain their treatment plans clearly, and doctors and therapists also find it very helpful.”

For elderly patients, the impact goes beyond hearing.

“Some used to say, ‘If I cannot hear, I cannot hear.’ But now they feel included — they can finally follow what we’re saying.”

This is especially meaningful during discussions about treatment plans or advance care planning.

“Without a device like this, sometimes we had to rely on family members,” Chen Jie added. “Now, patients can hear and take part, and be included in decisions about their own care.”

About the Rapid Response Fund

At SGH, patient care is shaped not only by medical treatment, but also by everyday improvements driven by staff who notice, care, and act. The Rapid Response Fund is a small initiative approving funds up to $2000, but it can have a huge impact on the experience of our patients and our staff. For SGH staff who have an idea that could improve patient care, please scan the QR code to submit your proposal to the Rapid Response Fund.

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