A Legacy of Care, Decades of Dedication

By Valissa Yap

What does an intensive care nurse and a patient liaison officer have in common?

An extraordinary dedication to care and a compassionate heart! Nurse Clinician (NC) Maliga d/o Riaki Chinniah from Cardiothoracic Intensive Care Unit (CTICU) and Kym Ng, Senior Manager from Patient Liaison Services (PLS), Corporate Development were among the 116 recipients - 6 Star, 33 Gold and 77 Silver - from National Heart Centre Singapore (NHCS) at the recent Singapore Health Quality Service Awards (SHQSA) 2026. This annual award recognises healthcare workers for delivering quality care and excellent patient experience across Singapore’s healthcare network.

NHCS award recipients at the SHQSA 2026 ceremony.

In this issue of CardioConnect, we celebrate not only their professional achievements but also their service milestones of 50 and 17 years in healthcare respectively – a remarkable testament to their steadfast commitment to patient care and service delivery. 

Let’s find out what motivates them to consistently give their best!

Coffee meets compassion: Star award recipients NC Maliga d/o Riaki Chinniah (CTICU) and Kym Ng Huey Chien, Senior Manager (PLS), share their healthcare experiences over coffee.

You have dedicated many years to the healthcare profession. What has kept you motivated and committed throughout your journey?

NC Maliga: The constant changes in healthcare fuels my motivation to learn. It pushes me to keep learning and growing. Working alongside passionate colleagues inspires me as our teamwork, commitment, and mutual support have created a strong foundation of resilience. The gratitude from patients and their families gives me purpose and reminds me why my work matters.  Despite the challenges, nursing is a calling that has shaped who I am, deepened my empathy and given my career lasting purpose.

Kym: What keeps me motivated are working with empathetic superiors and colleagues who are great team players, always ready to take ownership and make continuous improvements in refining processes to elevate patients’ experience. My role allows me to follow the patient’s journey - from being their first point of contact with NHCS, up till their discharge. Seeing a patient recover brings me gratitude and joy as I feel an immense sense of pride in the collective effort of the care team, knowing that our work has truly made a difference.What keeps me motivated are working with empathetic superiors and colleagues who are great team players, always ready to take ownership and make continuous improvements in refining processes to elevate patients’ experience. My role allows me to follow the patient’s journey - from being their first point of contact with NHCS, up till their discharge. Seeing a patient recover brings me gratitude and joy as I feel an immense sense of pride in the collective effort of the care team, knowing that our work has truly made a difference.

What was the most memorable case you have experienced and how has that shaped the way you serve patients?

NC Maliga: One of the most memorable cases that shaped how I care for patients involved a young heart transplant patient with an extremely poor prognosis. He was his family’s sole breadwinner, so their worries went far beyond his medical condition. Even then, his loved ones placed complete trust in our team. I supported his family with regular updates and reassurance, especially when his condition was unpredictable. Against all odds, he slowly improved. Watching him walk out of the intensive care unit reminded me of the power of patient-centred care. This experience taught me to never lose hope and to always see the person behind the illness. It has shaped how I balance clinical excellence with genuine compassion.

Kym: After more than a decade in healthcare, numerous patient encounters have shaped how I care for patients. These experiences have further affirmed that we must be empathetic, responsive and respectful so patients and their caregivers feel truly supported throughout their journey with NHCS. It gives me a sense of pride and fulfilment when they share their gratitude for our staff for our dedicated care and concern at every touchpoint - from our medical team’s expertise to the advanced technology we offer, and our well-coordinated appointments that alleviates their stress.

What does patient-centred care look like to you in your day-to-day work?

NC Maliga: Patient-centred care to me means active listening, noticing non-verbal cues and understanding family concerns, and always advocating for each patient's needs, comfort, and dignity.  Clear communication is also key.  I focus on explaining procedures in simple terms, answering questions honestly and patiently, and ensuring patients and their families feel included in care decisions. This approach builds trust, reduces anxiety and helps patients feel valued and understood.

Kym: It is actively putting into practice our staff motto, “Patients. At the Heart of All We Do.” This approach involves placing ourselves in patients’ shoes and keeping in mind how we would want to be treated in their situation. It guides me to deliver service that leads to the best outcomes for patients and their caregivers. Many patients have expressed their gratitude when we respond promptly to their enquiries, providing clear and concise information prior to their medical appointments and treatments, and organising their appointments efficiently.

What personal values guide your approach to work, even on the most demanding days?

NC Maliga: Even on the toughest days, I strive to be kind and treat everyone with respect. Having empathy helps me to connect with patients, families and my colleagues. Professionalism and resilience guide me to stay calm and committed under stressful situations. I also believe in working together because it leads to better care. Most importantly, I am committed to learn and grow from every patient encounter, so I can deliver the best care. 

Kym: Three core values guide me – empathy, integrity and responsiveness. Empathy guides me to listen and understand patients’ and caregivers’ concerns. Secondly, integrity ensures that I communicate honestly and handle their information responsibly. Finally, responsiveness drives me to ensure patients’ needs are addressed quickly and effectively.

If you could go back to your first day in this profession, what advice would you give to your younger self?

NC Maliga: Trust the journey and believe in yourself. Moments of doubt, fatigue, and emotional challenge will shape you into a resilient and more compassionate nurse.  Build strong bonds with your colleagues – teamwork will carry you through the hardest shifts. Finally, never forget why you chose to be a nurse - every patient will remind you of the difference you can make.

Kym: Change is constant and not always a bad thing. Have the courage to adapt quickly. Never be afraid to learn new skills that will help you support others with greater confidence.

Once again, congratulations to all NHCS recipients of the SHQSA 2026 for these well-deserved accolades!

Catch NC Maliga and Kym in action on our Instagram reel here!