FORGING AHEAD - National Healthcare Group Polyclinics
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FY2019 Annual Report FORGING AHEAD D E L I V E R I N G W O R L D - C LA S S P R I M A RY C A R E
FORGING AHEAD The National Healthcare Group Polyclinics’ (NHGP) Annual Report FY2019, titled ‘Forging Ahead’, showcases our journey in delivering quality primary care. To provide care that is world-class, we must be prepared to challenge old ideas and break new ground. The paper-cutting imagery on the cover and throughout the Annual Report depicts how NHGP has navigated through the intricacies and complexities of primary healthcare, forged ahead in the face of challenges, and found breakthroughs as part of this journey. On the cover, the burst of colours and the blooming petals portray the collaborative synergy of our staff and partners as well as our constant drive to meet the growing needs of Singapore’s population. This journey of constant growth and discovery has made NHGP a leader in advancing Family Medicine and transforming primary healthcare for the benefit of all Singaporeans.
CONTENTS
OUR VISION
To be the leading health-promoting institution
that helps advance Family Medicine and transform 04 06 08
primary healthcare in Singapore.
GROUP CEO’S MESSAGE CEO’S MESSAGE NHGP SENIOR
MANAGEMENT
OUR MISSION
We will improve health and reduce illness through 10 18 24
patient-centred quality primary healthcare that is accessible,
seamless, comprehensive, appropriate and cost-effective in an
CHAPTER 1 CHAPTER 2 CHAPTER 3
environment of continuous learning and relevant research. Combatting a Developing Population Charting Our Way
Global Pandemic Health Forward
OUR VALUES 32 36
People-Centredness Compassion CHAPTER 4 CHAPTER 5
We value diversity, respect each other We care with love, humility Advancing Towards a Enhancing Our
and encourage joy in work. and empathy. New Norm of Care Capabilities
Integrity Stewardship 42 50
We commit ourselves to the highest We are responsible for the care of our
standards of ethical conduct. people, patients and population.
APPENDICES SNAPSHOTS OF
PATIENTS ATTENDANCE
AND WORKLOAD
IN FY2019
02 Our Vision, Our Mission, Our Values Annual Report FY2019 03
GROUP CEO’S MESSAGE
I sincerely thank all I sincerely thank all NHGP staff for soldiering on I hope that marking this milestone spurs all staff to
during this period, despite the long hours you put continue their efforts to reach even greater heights in
NHGP staff for soldiering in and personal sacrifices you had to make. Such the next 20 years and beyond. I am confident of the
on during this period, demonstrated commitment underscores the fact that journey ahead, guided by the foresight and experience
despite the long hours — working as one NHG — we can and will overcome
any challenges we encounter.
of Chairman, Madam Kay Kuok, the Board of Directors,
the Ministry of Health, and Associate Professor Chong
you put in and personal Phui-Nah, CEO of NHGP & Primary Care. I look forward
sacrifices you had to BEYOND 20 YEARS to working closely with all of you as we continue to
Against this backdrop of an unprecedented healthcare transform care and achieve our vision of ‘Adding Years
make. Such demonstrated crisis, NHGP commemorated its 20th Anniversary in 2020. of Healthy Life’.
commitment underscores While circumstances derailed many planned activities,
the fact that — working as this milestone was no less momentous and memorable.
I wish to highlight some of the commendable milestones
one NHG — we can and will that NHGP has achieved over its 20-year journey:
overcome any challenges
• Launching the first Family Physician Clinic at
we encounter. Ang Mo Kio Polyclinic in 2005
• Establishing the Primary Care Academy in 2007 Professor Philip Choo Wee Jin
TOGETHER, WE SHALL OVERCOME • Establishing the Family Medicine Academy in 2013 Group Chief Executive Officer
Since the first case of COVID-19 was diagnosed in Singapore Beyond the polyclinic walls, NHGP has also played • Introducing the Teamlet Care Model in 2015 National Healthcare Group
in late January 2020, the entire NHG Family — from acute a key role in NHG’s endeavours to support various
to community care — has been hard at work helping to efforts at community facilities around Singapore. All of these have established a strong foundation
manage the pandemic. Among those at the frontlines of this for primary care and enhanced our patients’ overall
battle is the National Healthcare Group Polyclinics (NHGP). These included the setting up and managing of experience. Through continued innovations in care
14 Medical Posts at migrant worker dormitories, delivery, NHGP has not only made primary care more
Standing shoulder to shoulder with General Practitioners running four Swab Isolation Facilities, and accessible and holistic, they have also shifted the
in our Central-North Primary Care Network, NHGP has participating in close to 70 mass swabbing missions paradigm of care towards a patient-centric model that
spared no effort in swiftly preventing and containing the across Singapore. All of this, done under challenging empowers patients to become active participants in
outbreak within the polyclinics. conditions and in full Personal Protective Equipment. their health. This is truly worth celebrating!
04 Group CEO’s Message Annual Report FY2019 05
CEO’S MESSAGE
EMBRACING A NEW NORM OF CARE FORGING AHEAD
The quiet resilience shown I am also pleased by how NHGP has risen to the These achievements spur us on in our on-going quest to
occasion and turned the many obstacles faced during raise the level of primary care — even as we continue the
by our NHGP family in this the COVID-19 crisis into opportunities for real-world battle against COVID-19 for the rest of FY2020. I would
recent COVID-19 pandemic innovation. We are embracing new norms of care and like to take this opportunity to once again thank all
leveraging technology to accelerate the implementation NHGP staff for their dedication and perseverance in what
has been inspiring and of initiatives that enable us to connect safely with looks to be a long journey ahead of us. I am grateful for
heartening. As healthcare patients, continue essential services and yet reduce
the risk of infection transmission. These initiatives
our valued partners in healthcare — NHG Central-North
Primary Care Network General Practitioner (GP) partners,
providers, all of us at NHGP include the launch of Video-Consultations (by doctors), community partners and other healthcare institutions –
Tele-Dietetics, Tele-Psychology and more. for working closely with us through this eventful year.
are cognisant of the risks
associated with infectious CELEBRATING EXCELLENCE The year 2020 also marks NHGP’s 20th Anniversary —
And while FY2019 will be remembered largely for our a two-decade journey that has been enriched by the
disease. However, to support infection control and management efforts to counter tremendous support of various parties. On behalf of the
Singapore’s battle against COVID-19, this year will also be commemorated for management team, I would like to thank the Ministry
several important achievements. of Health, NHG’s Board of Directors, our GP partners
COVID-19, many of our staff and NHGP’s senior management members and staff for
have risen to the challenge. One of these is winning the overall Excellence Champion sharing our vision and supporting us. I am confident
Medal at the annual National Healthcare Innovation and that whatever comes our way, we will draw from
Productivity Award, held in May 2019. NHGP’s project, this collective strength and continue to make strides
titled ‘NHGP Teamlet Care Model: A Redesign of Chronic towards transforming primary healthcare and advancing
Care Delivery’, was selected for this top spot from more family medicine.
COURAGE IN THE FACE OF ADVERSITY The quiet resilience shown by our NHGP family in this recent than 50 project submissions.
Since the establishment of the National Healthcare COVID-19 pandemic has been inspiring and heartening.
Group Polyclinics (NHGP) in 2000, our staff have As healthcare providers, all of us at NHGP are cognisant In September 2019, NHGP also received two Excellence
served Singapore with dedication. This commitment is of the risks associated with infectious disease. However, Awards under the ‘Community Involvement’ and ‘Facility
not only lived out in our daily efforts to deliver sound, to support Singapore’s battle against COVID-19, NHGP has Management and Financial Improvement’ categories at the
patient-centred primary care, but also in the face of risen to the challenge. Many of our staff overcame their Asian Hospital Management Awards. This is a prestigious Associate Professor Chong Phui-Nah
greater challenges, such as the SARS, H1N1 and Zika own personal fears to care for patients, toiling for long award that recognises and honours healthcare institutions Chief Executive Officer
outbreaks in the past. hours across our six polyclinics and various community that take innovative and progressive approaches to National Healthcare Group Polyclinics
facilities. This courage and resilience has done us proud! improve healthcare in the region. & Primary Care
06 CEO’s Message Annual Report FY2019 07
NHGP SENIOR MANAGEMENT NHGP SENIOR MANAGEMENT
Dr Simon Lee Associate Professor Chong Phui-Nah Dr Karen Ng Dr Tang Wern Ee Dr Kenneth Low Dr Darren Seah Dr Irwin Chung
Chief Operating Officer and Chief Executive Officer, Director, Clinical Services Head, Clinical Research Unit Director, Dental Division Director, Family Medicine Development Director, Primary Care Academy
Chief Clinical Informatics Officer NHGP & Primary Care
Ms Chen Yee Chui Mr David Kok Mr Shawn Phua Dr Mok Ying Jang Ms Chan Soo Chung Ms Lim Soh Har Dr Lim Chee Kong
Chief Nurse, Nursing Services Director, Finance Director, Human Resources Deputy Chief Operating Officer Executive Director, NHG Pharmacy Executive Director, NHG Diagnostics Deputy Director, Clinical Services
(Manpower)
Dr Christopher Chong Dr Jonathan Ting Dr Kong Jing Wen Dr David Ng Dr Gowri Doraisamy Dr Wee Wei Keong Dr Tung Yew Cheong
Head, Ang Mo Kio Polyclinic Head, Geylang Polyclinic Head, Hougang Polyclinic Head, Toa Payoh Polyclinic Director, Care Integration Director, Health Promotion & Preventive Care Director, Quality and Patient Safety
(until 31 Jan 2020)
Head, Special Projects, Primary Care
(from 1 Feb 2020)
Dr Tan Khai Wei Dr Evan Sim Dr Kwan Pek Yee Dr Lim Ziliang Mr Donald Wai Ms Noraizah Zainal Abidin Ms Jaclyn Fam
Head, Toa Payoh Polyclinic Head, Woodlands Polyclinic Head, Yishun Polyclinic Head, Yishun Polyclinic Director, Operations - Deputy Director, Corporate Communications Deputy Director, Corporate Planning
(from 1 Feb 2020) (until 31 Jan 2020) (from 1 Feb 2020) Facility Development and Planning Office
08 NHGP Senior Management Annual Report FY2019 09
BATTLE AGAINST COVID-19 Cleaning and Disinfection
Processes
Preventive Measures for Staff
To minimise exposure to the virus and
Special COVID-19 Issue of Plexus
The Primary Care Academy (PCA) produced
Being the first line of defence in the primary healthcare setting, NHGP played a critical role to minimise
For areas visited by a suspected or to reduce the risk of transmission for all a special COVID-19 issue of Plexus
and reduce the risk of COVID-19 transmission nationwide. confirmed COVID-19 patient, thorough staff, NHGP promptly implemented strict on containment and infection control
cleaning and disinfection were done. All processes in February 2020. Staff were measures, which was distributed to
instruments and environmental surfaces, required to follow Personal Protective GP partners. In line with the ever-evolving
In minimising the risk of COVID-19 from stethoscopes and thermometers Equipment (PPE) guidelines closely when health advisories and updates from the
transmission, NHGP swiftly developed to telephones and keyboards, were in the clinic premises, adhere to strict government, a team of NHGP Family
the following framework to tackle the also disinfected for safety. Routine safe distancing measures, and restrict Physicians addressed common queries
challenges brought about by the pandemic: environmental cleaning procedures their movements across Public Healthcare from the frontlines in that issue.
included disinfecting floors twice a Institutions (PHIs) and clinics.
Containing risk of cross-contamination day and cleaning clinic common areas,
Observing safe distancing including lifts and toilets, as well as
Verifying infections quickly consult rooms within Red Zone areas. The
I solating at-risk staff frequency of wipe-downs and cleaning for
Developing new ways to care for patients, high-touch areas was also increased.
and train staff and students
Support for Primary Care Partners
CONTAINING RISK OF NHGP also provided support to its
CROSS-CONTAMINATION General Practitioner (GP) partners in
the Central region during the COVID-19
Triage Area Measures period. NHGP’s nursing team helped
Since Singapore confirmed its first conduct mask-fitting sessions for GPs in
case of COVID-19 in January 2020, all the Central-North Primary Care Network
patients and visitors had to undergo (CN-PCN), as well as non-CN-PCN GPs
mandatory temperature screening and and their clinic staff. The CN-PCN
travel history declaration prior to entering administrative team also assisted with
any of NHGP’s six polyclinics. Patients the procurement of key items, such as
were further triaged depending on their masks, protective goggles and hand
temperatures, symptoms displayed and sanitisers. To ensure these GPs kept up
travel history to mitigate the risk of with the evolving situation, the team
cross-infection spread between patients helped set up virtual meetings to provide
of different risk levels. Screening and triaging area at Ang Mo Kio Polyclinic. regular and timely updates.
NHGP nurse conducting mask-fitting for a General Practitioner.
Segregation Measures
OBSERVING SAFE
DISTANCING
After being triaged, patients were
assigned to Green, Orange or Red Zones.
Patients suspected of having COVID-19 To create more safe distancing spaces
were managed in tentages at the Red for patients and visitors, screening areas
Zone outside the main building. The at all NHGP polyclinics were expanded.
Orange Zone catered to patients with Tentages and standing fans installed
symptoms of upper respiratory tract outside all six polyclinics in February
infection such as sore throat, cough, 2020 increased screening capacity and
breathlessness, runny nose or fever. reduced cross-contact contamination.
The Green Zone saw patients with
chronic conditions, who passed the Additionally, patients were limited to
screening criteria and did not have only one accompanying visitor to further
acute respiratory symptoms. Satellite contain the spread of infection within the
pharmacies were also set up at the clinic premises. Safe distancing measures
Orange and Red Zones in the clinics to markers were also placed at queues, seats
help minimise and contain cross-contact and lifts to ensure that safe distancing
between patients and visitors from guidelines were strictly adhered to.
different triaged zones. This allowed
pharmacists to prioritise and manage the
prescription needs of these patients.
Patients suspected of having COVID-19 were isolated and managed at designated Red Zones. Tentage set up to expand screening areas at Toa Payoh Polyclinic to aid infection control and safe distancing measures.
12 Chapter 1 – Combatting a Global Pandemic Annual Report FY2019 13
VERIFYING INFECTIONS QUICKLY DEVELOPING NEW METHODS OF PATIENT CARE
Swab and Send Home Programme Contact Tracing Video-Consultations with Doctors
Since February 2020, NHGP actively For patients or visitors who were Eligible patients with well-controlled
facilitated systematic and national swab in close contact with a COVID-19 chronic conditions were encouraged to opt
testing efforts in the community under patient while they were at a clinic, for video-consultations as part of NHGP’s
the Ministry of Health (MOH)’s Swab and contact tracing was managed by shift towards the new norm of care.
Send Home (SASH) Programme. The aim NHGP’s Operations and Contact Centre.
of the SASH Programme was to detect Affected individuals were alerted on To reduce the risk of infection transmission
the virus early and reduce the risk of the same day MOH released its daily during COVID-19 period, NHGP introduced
further transmission in the community. confirmed case announcements. The Video-consultations in February 2020 for
A courier team from National Healthcare Contact Centre also conducted follow- eligible patients to consult their doctor from
Group Diagnostics (NHGD) supported ups after two weeks to check on the the comfort of their homes via a video call.
the delivery of swab samples from health of affected individuals. If they In the first three weeks of implementing this
polyclinics to the National Public Health were unwell, they were asked to seek service, the number of patient visits to the
Lab and other referral laboratories in medical attention immediately. polyclinics were reduced by 30%. Apart from
hospitals. As of 31 March 2020, NHGP’s six its own patients with well-controlled chronic
polyclinics had conducted 1,000 swabs. conditions, Hougang Polyclinic also offered
NHGP nurse conducting a swab test on a patient. and extended Tele-consultation services to
the elderly patients of Sunlove Home who
had regular follow-ups with the care team.
IMPLEMENTING STAFF MEASURES Video-Consultation session being conducted with an eligible patient.
Staff Travel History and Split Team Arrangements
Health Surveillance To ensure the business continuity of
All staff were required to declare essential functions, NHGP implemented Tele-Psychology
their travel history and record their workplace segregation and split team To allow patients to better manage
temperature twice daily using the Staff arrangements from February 2020. depression, anxiety, insomnia and
Health Surveillance System (S3). Staff in Face-to-face interactions between other stress-related problems in the
close contact with those on Stay-Home staff were kept strictly within the convenience of their homes, NHGP
Notice (SHN) and Leave of Absence (LOA) designated split teams, even outside launched the Tele-psychology service
were also advised to closely monitor their of working hours. Full work from in March 2020. This service offers
health. Staff who were unwell were asked home arrangements commenced patients with existing psychologist
to seek medical attention. These measures from April 2020, as the government appointments the option of a telephone
ensured that infection risk was minimised implemented nationwide containment consultation with a psychologist, which
for the safety of other staff and patients. measures in three phases. reduces the need for a physical visit to
the polyclinic.
NHG’s Staff Health Surveillance System for
temperature recording.
CONDUCTING TRAININGS REMOTELY Tele-Psychology services offer patients with existing psychologist appointments the option of telephone consults.
SimConsults Residency Tutorials Continuing Medical
In February 2020, Year 5 medical students In strict compliance with infection Education Sessions
from the Lee Kong Chian School of Medicine control guidelines, face-to-face teaching While Continuing Medical Education (CME) Tele-Dietetics
(LKCMedicine), who were in the midst of sessions were no longer possible during sessions have been live-streamed To allow patients to receive timely
their Family Medicine Student Assistantship the COVID-19 period. NHGP’s Family since 2018, NHGP ramped up its CME dietetic consults from the safety of their
Programme clinical placements at NHGP Medicine Residency Team re-organised offerings delivered via a video- homes, NHGP started the Tele-dietitics
had their clinical postings at the polyclinics all teaching sessions to be delivered via conferencing platform since the start of service in March 2020. This service offers
shortened due to COVID-19. Nevertheless, a video-conferencing platform, while still COVID-19. This gave NHGP the opportunity patients with chronic conditions, as
NHGP’s Family Physicians continued to provide providing adequate supervision, teaching to engage more speakers across different well as paediatric patients with feeding
clinical training to the medical students and assessments for residents through specialties and hospitals, and also and nutritional needs, the option of a
through simulated training sessions. Named didactic teaching, tutorials, and project improved the accessibility of the talks to telephone or video consultation with
‘SimConsults’, these simulated sessions audit presentations. NHGP’s clinicians and community partners. NHGP’s dietitians instead of having to
allowed students to carry out mock-up make a physical visit to the polyclinic.
consultations on simulated patients with
conditions commonly seen in primary care.
Family Physicians observed these sessions in
real-time via a video-conferencing platform.
After each consultation, in-depth feedback was NHGP Dietitian on a video call with a patient.
provided to students on their communication
and clinical management skills.
14 Chapter 1 – Combatting a Global Pandemic Annual Report FY2019 15
Photos included here were taken before Circuit Breaker measures started on 7 April 2020.
TRIBUTES
Tokens of Appreciation for
NHGP Staff
During the COVID-19 period, NHGP
received an outpouring of support and
appreciation from our partners and the
community. Thoughtful gestures and
encouragement for our staff included
hand-written ‘Thank-You’ notes, lunch
boxes and care packages, among others.
Appreciation gifts from Bishan-Toa Payoh MP Mr Saktiandi Supaat and the Toa Payoh East-Novena Grassroots Marine Parade MP Mr Tan Chuan-Jin gave out beverages and snacks, sponsored by Koufu,
Leaders & Youth Network (above); as well as the Nee Soon East Youth Network (right and below). to NHGP staff for their continued dedication during this period.
Members of Al-Istiqamah Mosque presented tokens of appreciation to NHGP staff.
Hand-written appreciation notes from Hougang Secondary School students.
Staff from Al-Muttaqin Mosque Kindergarten presented care packages to NHGP staff. Hand-written ‘Thank you’ cards made by Woodlands Ring Primary School students were presented to NHGP staff. NHGP Staff from HQ put together COVID-19 Love Packages to show support for their colleagues serving in the frontline at the polyclinics. This initiative aimed to boost staff’s morale and spirits during
the battle against COVID-19.
16 Chapter 1 – Combatting a Global Pandemic Annual Report FY2019 17MOVING HEALTHCARE UPSTREAM BRINGING CARE CLOSER TO HOME
In FY2019, NHGP delivered a series of community initiatives to help patients adopt healthy lifestyle In FY2019, NHGP continued its efforts to help patients receive appropriate care in the community and
habits and better manage their health outcomes. closer to home.
Primary Tech-Enhanced Care
Frailty Screening in Primary Care Hypertension Pilot
Piloted at Toa Payoh Polyclinic in 2019, In collaboration with the MOH Office for
NHGP’s Frailty Screening Programme Healthcare Transformation (MOHT), NHGP
aims to prevent the progression of conducted a hypertension management
frailty. Patients identified as frail1 or tele-health pilot at Ang Mo Kio Polyclinic
at-risk elderly patients display symptoms from September 2018 to March 2019.
such as evident slowing of mobility, and This pilot was the first in a series of
requiring assistance for basic physical and Primary Tech-Enhanced Care (PTEC)
cognitive activities. initiatives, which aims to provide simple-
to-use technologies to enable patients
For frail adults with more complex with chronic diseases to confidently self-
dietary restrictions or physical limitations, manage their condition.
NHGP’s multi-disciplinary care team
provides customised advice to help The pilot involved the use of a Bluetooth-
them better manage their condition. enabled blood pressure monitoring
At-risk elderly patients aged 65 years and device, which transmitted weekly readings
Patients enrolled in NHGP’s Lighter Life programme are coached by a multi-disciplinary care team to achieve weight loss in a above are provided individualised advice to the patient’s care team in Ang Mo Kio
healthy and safe manner. on nutrition, fall prevention measures Polyclinic. By monitoring and managing
Tiered-Risk Interventions for Lighter Life and home exercises to help them better their condition from their homes, patients
Managing Weight First launched in October 2018 at manage their condition. saved at least one visit to the clinic in a
In order to identify the needs for specific Ang Mo Kio Polyclinic, NHGP’s Lighter year. For patients with poorly-controlled
groups of patients and provide the Life is a risk-stratified weight management Patients with milder degrees of frailty are hypertension, they received additional
referred to community exercise programmes Primary Tech-Enhanced Care (PTEC) pilot conducted at Ang Mo Kio Polyclinic in 2019.
right level of care, NHGP launched the programme designed for patients with tele-consultation advice from a nurse, and
Tiered-Risk Interventions for Managing chronic conditions. The programme aims organised by the People’s Association (PA) had their medication adjusted if required.
Weight (TRIM) programme at Ang Mo Kio to help patients achieve weight loss in a and Health Promotion Board (HPB) through As part of the pilot, the first SMS Chatbot
Polyclinic in 2018 and at Woodlands healthy and safe manner with the help of the Community Network for Seniors. for hypertension co-developed with a
Polyclinic in 2019. As part of this process, peer and community support. Patients are polyclinic care team was also trialled. The
NHGP reviewed and activated patients by monitored and coached over six months on The Frailty Screening Programme will be While tele-health is not new, this pandemic has accelerated the chatbot provided timely and interactive
systematically ascertaining health risks behavioural changes by a multi-disciplinary progressively introduced to all six NHGP adoption of technology much faster among both healthcare advice for patients, and prompted
and starting relevant conversations as Care Team comprising a Family Physician, polyclinics by the end of 2021. providers and patients. It has spurred healthcare providers to patients who had missed submitting their
part of their care. These patients were nurse, dietitian, physiotherapist, clinical innovate and create solutions to continue providing care for weekly readings.
then referred to suitable health coaching psychologist, and health experts. patients & provided a nudge towards greater acceptance of
and intervention programmes within and simple-to-use technology for patients to monitor their own Interim results from the study announced
outside of the polyclinics such as the In addition to Ang Mo Kio Polyclinic, the condition and engage with providers.” in July 2019 showed improvements in
NHG FitterLife weight-loss programme. programme was also made available to blood pressure control for all participants,
Associate Professor Chong Phui-Nah, especially for patients who had poorly-
patients of Woodlands Polyclinic and Chief Executive Officer of NHGP and Primary Care
As of 31 January 2020, 15,000 patients have Toa Payoh Polyclinic by the end of 2019. controlled hypertension at the start of the
been engaged in weight management pilot study. The final pilot study results will
conversations. More than 70% either be released in FY2020.
took up the recommended intervention
Enhanced Community Screening
programme or opted for health coaching.
for Breast Cancer and Osteoporosis
To meet the increased screening needs in
Preventing Diabetes Workshop AT A GLANCE
the community, NHG Diagnostics (NHGD)
First held at Toa Payoh Polyclinic in 2019, officially launched its second Mammobus
NHGP’S FRAILTY and second Mobile Bone Mineral
the Preventing Diabetes Workshop is a
SCREENING Densitometry (BMD) in October 2019.
two-session workshop held on a quarterly PROGRAMME
basis. It aims to educate participants on With this addition, screenings for breast
Seven
impaired fasting glucose, impaired glucose By 31 March 2020, cancer and osteoporosis are made more
tolerance and its risks. Participants are also
taught how to prevent diabetes and learn 1,200
patients screened
out of 10
identified as frail
accessible and convenient for residents in
the Central region of Singapore.
more about proper nutrition and exercise. or pre-frail
They are also introduced to community The Mobile BMD is available at
involvement programme that would Ang Mo Kio Polyclinic, Geylang Polyclinic,
Elderly patients who are identified to be frail and at-risk are
support their lifestyle modifications. educated on how to prevent adverse health effects.
Woodlands Polyclinic and Yishun Polyclinic. NHGD’s Mobile Ultrasound service brings convenience to patients.
1
Frailty is a condition where patients become more prone to adverse events from relatively minor health stressors. People with frailty are at an
20 Chapter 2 – Developing Population Health increased risk of falls, disability and hospital admissions Annual Report FY2019 21EDUCATING THE PUBLIC World Heart Day 2019
In conjunction with World Heart Day
To encourage patients to lead healthier lives, NHGP spared no effort in educating and motivating the in September 2019, NHGP organised
community through various programme and events in FY2019. roadshows at all of its six polyclinics to
raise awareness on the symptoms and
risks of cardiovascular disease. During the
roadshows, NHGP staff educated patients
on what a healthy blood pressure range
is, and explained how lifestyle changes
can help reduce the risk of cardiovascular
diseases. Patients above 40 years old were
encouraged to attend regular screenings
for early detection and prevention.
NHGP conducted roadshows to raise awareness on the symptoms and risks of cardiovascular disease at all NHGP polyclinics in
September 2019.
World Podiatry Day
In April 2019, NHGP celebrated World
Podiatry Day by hosting interactive booths
NHGP organised roadshows to educate patients on diabetes prevention and management in NHGP Dietitians helped participants understand food labels and buy the right products during a at Geylang Polyclinic and Woodlands
conjunction with World Diabetes Day 2019. supermarket tour in November 2019.
Polyclinic. At these booths, podiatrists
World Diabetes Day 2019 Health Education Roadshows Supermarket Tour educated patients and members of the
To mark World Diabetes Day in 2019, Throughout November 2019, health In November 2019, NHGP also organised public on the importance of foot health,
NHGP organised various events, such as education roadshows were held at all a supermarket tour for 25 participants and provided simple foot care tips.
a series of health education roadshows six NHGP polyclinics. At the roadshows, with diabetes or pre-diabetes. During the
and a supermarket tour to Fairprice Xtra participants were taught about lifestyle tour, NHGP dietitians taught participants
at AMK Hub. These efforts were targeted changes to reduce the risk of developing how to pick the right products through
at creating more awareness about diabetes. Through an interactive activity, understanding food labels. Participants
diabetes management, and educating participants learnt about the hidden also learnt how to choose healthier NHGP Podiatrists taught patients on managing foot health and simple foot care tips.
patients on adopting healthier lifestyle sugar content in popular local dishes, and products such as low Glycemic Index (GI)
changes to reduce their risk of diabetes. were reminded to limit their sugar intake food to avoid blood sugar spikes and NSA Roadshows
to less than 11 teaspoons daily. weight increase. Primary Care Academy (PCA) participated
in a National Silver Academy (NSA) roadshow
held in August 2019 at the National Library.
World Mental Health Day During the roadshow, PCA’s public courses,
In conjunction with World Mental Health such as ‘Care of the Elderly’ and ‘Basic
Day in October 2019, NHGP conducted a First Aid’ were offered to seniors.
series of talks titled ‘The Healing Power
of Optimism for Mind and Body Wellness’ The roadshow coincided with NSA’s third
The talks were delivered in English, Malay anniversary celebrations. Dr Irwin Chung,
and Mandarin by NHGP psychologists to Director, PCA received a token of
senior citizens in the community, and staff appreciation from Guest-of-Honour
at all six NHGP polyclinics. President Halimah Yacob for PCA’s support
and efforts in promoting lifelong learning.
For the full list of workshops and courses
conducted in FY2019, please refer to
Dr Irwin Chung, Director, PCA (left) received a token of appreciation from President Halimah Yacob at the NSA roadshow in
August 2019. Appendix B.
NHGP Psychologists interacting with senior citizens in the community as part of World Mental Health Day in October 2019.
World Physiotherapy Day Hand Hygiene Day 2019
In September 2019, NHGP celebrated In celebration of Hand Hygiene Day 2019,
World Physiotherapy Day by co-organising NHGP organised roadshows across all its
roadshows with St Luke’s Eldercare and six polyclinics in May 2019. An activity
All Saints Home at Ang Mo Kio Polyclinic booth at each clinic was also set up to
and Yishun Polyclinic respectively. educate patients and visitors on hand
Themed ‘Making Every Move Count,’ hygiene matters.
150 participants learnt how to manage
and reduce chronic pain through physical
therapy. Participants also took part in a
group exercise class designed to address
common muscle joint pains in the knees
and shoulders.
Participants learning simple shoulder and knee exercises. Activity booth at Toa Payoh Polyclinic to educate patients and visitors on hand hygiene matters in conjunction with Hand Hygiene Day 2019.
22 Chapter 2 – Developing Population Health Annual Report FY2019 23BUILDING RESEARCH CAPACITY MOH Value-Driven Care
Conference 2019
To bring patient care to the next level, NHGP recognises the importance of building and developing On 25 September 2019, the Ministry
talent in research. In FY2019, NHGP organised and participated in various local and international of Health (MOH) held the Value-
conferences which focused on transforming primary healthcare. Driven Care (VDC) Conference to bring
together healthcare administrators
and professionals from various public
Primary Care Forum 2019 healthcare institutions to learn and share
NHGP held its annual Primary Care Forum from one another.
on 10 and 11 October 2019. Themed
‘Primary Care: Innovative Communities, Dr Sabrina Wong, Family Physician and
Co-Design for Quality’, the forum was held Consultant, Assistant Director, Clinical
in conjunction with the Singapore Health Services, and Dr Kung Jian Ming, Family
and Biomedical Congress (SHBC) 2019. Physician and Associate Consultant,
Dr Sabrina Wong, Family Physician and Consultant, Assistant Director, Clinical Services, speaking at the MOH Value-Driven Care Conference 2019. Yishun Polyclinic, were awarded the
The forum focused on moving primary Outstanding Oral Presentation for
healthcare upstream to detect various their respective projects titled ‘NHGP
social determinants of health at an early Teamlet Care Model: Improving Patient
stage, and the importance of consumer Outcomes Through Redesign of Chronic
experience within a patient-centered care Care Delivery Model’ and ‘Nurse Initiated
delivery system. In addition, a General Bronchodilator Therapy at Woodlands’.
Practitioner (GP) symposium was
also held for GPs to share and discuss
a range of clinical issues and workflow
challenges encountered.
Guest plenary speaker, Professor Kevin Grumbach (3rd from right), shared his thoughts on how to shape and co-create
patient-centred care at the Primary Care Forum 2019.
Singapore Primary Care Research Scientific Competition Dr Kung Jian Ming, Family Physician and Associate Consultant, Yishun Polyclinic, receiving the Outstanding Oral Presentation Award.
The Singapore Primary Care Research Scientific Competition recognises research efforts of healthcare professionals and showcases a
culture of research in primary healthcare. In 2019, the competition attracted 56 submissions on a wide range of topics. For the list of Oral and Poster Presentations by NHGP Staff at Local and International Conferences
abstracts accepted for the Singapore Health and Biomedical Congress (SHBC) Scientific Competition 2019, please refer to Appendix A. The following table highlights the various research programmes undertaken by NHGP staff that have been presented at local and
The following NHGP winners were announced during the opening ceremony of SHBC on 10 October 2019: international conferences in FY2019:
ORAL CATEGORY ASIA PACIFIC PRIMARY CARE RESEARCH CONFERENCE 2019 NORTH AMERICAN PRIMARY CARE
RESEARCH GROUP ANNUAL MEETING
GOLD SILVER BRONZE Oral Presentation Short Oral Presentation 2019 AND DISTINGUISHED TRAINEE
RESEARCH AWARDS
Ms Koh Hui Li Dr Lee Eng Sing Ms Julia Zhu Xiaoli FIRST PRIZE FIRST PRIZE
Patients with Multi-morbidity The Ethnic and Sex Fragile Wounds, Precarious Selves: An Dr Lee Eng Sing Dr Sabrina Wong
– Does It Always Mean a Differences in the Patterns Interpretative Phenomenological Study Family Physician Family Physician Oral Presentation
Lower Quality of Life? of Multi-morbidity on the Experience of Diabetic Amputees Senior Consultant, Consultant, THIRD PRIZE
in Primary Care and Deputy Head of and Assistant Director of Dr Lee Eng Sing
Clinical Research Unit Clinical Services Family Physician
Senior Consultant,
The Ethnic and Sex Differences in Outcomes of the NHGP Teamlet care and Deputy Head of
the Patterns of Multi-morbidity in model on Chronic Disease Management Clinical Research Unit
Singapore Primary Care Patients in Singapore
A Systematic Review on the
POSTER CATEGORY THIRD PRIZE Instruments Used for Measuring
Ms Xie Ying the Level of Multi-morbidity
GOLD SILVER BRONZE Senior Executive
Ms Teo Sok Huang Dr Karen Ng Ming Yann Ms Liow Hui Shi Office of Clinical Informatics
A Pilot Evaluation of the Prescription of Omeprazole Targeting Muscle Loss with
NHGP Chronic Care Plan in a Primary Care Setting Medical Nutrition Therapy in Prevalence of Multi-morbidity in
in Singapore Older Adults – Dietary Protein Singapore: An Epidemiological Study
Intake and Hand Grip Strength Using Administrative Data
26 Chapter 3 –Charting Our Way Forward Annual Report FY2019 27LEARNING AND SHARING Health Manpower Development
Plan Visits
NHGP organised and participated in various learning sessions in collaboration with both local and In October 2019, a team from NHGP The team also learnt how the Danish
visited three cities in Denmark, namely Ministry of Health and municipal
overseas intuitions as part of its continuous efforts to learn and share experiences.
Copenhagen, Aarhus and Odense. There, authorities designed and ran various tele-
they gained system-level insights into the health systems in Aarhus and Odense.
Danish health, social and preventive care Site visits were also made to the Steno
system. The two-week visit was hosted Diabetes Centre in Aarhus, university
by Professor Roar Maagaard, a General hospitals in Aarhus and Odense, as well
Practitioner (GP) and researcher. During as various GP clinics and community
the visit, the team received first-hand care facilities, exposing the team to how
experience of the Danish after-hours care technology was used for the delivery of
system, and managed to shadow a group health and social care services.
of GPs who conducted teaching, research,
NHGP team with Prof Roar Maagaard in Denmark who shared
and community care sessions. more about the Danish healthcare setting.
Visits to NHGP
Ang Mo Kio Polyclinic
Between May to July 2019, Ang Mo Kio
Polyclinic hosted two visits, one from the
Southern California Permanente Medical
Group (SCPMG), a subsidiary of American
care consortium Kaiser Permanente, and
A/Prof Brauer (back row, centre) with NHGP staff at Yishun Polyclinic.
the other, a group of foreign nursing
Visits from Overseas Experts delegates who attended the International
NHGP hosted three overseas experts, Council of Nursing Congress (ICNC).
Associate Professor (A/Prof) Paula Brauer,
A/Prof Matthew Boyd and Professor
Louise Robinson, between July 2019 to
In July 2019, a group of foreign nursing delegates, who was in Singapore for the ICNC, toured Ang Mo Kio Polyclinic.
January 2020. A/Prof Brauer sits on the
faculty in the Applied Human Nutrition
Woodlands Polyclinic
Programme of the Department of Family
In August 2019, a delegation from
Relations and Applied Nutrition, University
Indonesia’s Public Health Services visited
of Guelph, Ontario, Canada. During her
Woodlands Polyclinic. During these visits,
visit to Yishun Polyclinic from 11 to
various clinic teams brought the delegates
26 July 2019, A/Prof Brauer discussed
on a tour of the clinic premises, shared
the effectiveness of delivering allied
about the history and transformation of
health services in the prevention and
primary care in Singapore, and explained
management of chronic conditions. On
the rationale behind NHGP’s operational
the other hand, A/Prof Boyd in Patient
workflows and infrastructures.
Safety and Pharmacy Practice, University
of Nottingham, United Kingdom (UK), NHGP and MOH co-hosted A/Prof Boyd (1st from left) at Yishun Polyclinic, who shared about pharmaceutical services in the UK.
shared his experiences on implementing
community pharmaceutical services in the An NHGP team brought the Indonesian delegates on a tour around the Woodlands Polyclinic premises.
UK during his visit to Yishun Polyclinic on
5 October 2019.
Yishun Polyclinic
Between April to July 2019, Yishun
NHGP also hosted overseas expert
Polyclinic hosted several visits
Professor Louise Robinson, a General
including the Ministry of Home Affairs
Practitioner from the UK renowned for
(MHA), the World Health Organization
her expertise on dementia care. During
(WHO), and Mr Michael Chihoski, a
her visit from 13 to 17 January 2020,
consultant with the Joint Commission
Prof Robinson visited all three polyclinic
International (JCI).
clusters and the Tsao Foundation. She
also shared her thoughts on the various
aspects of dementia management in
primary healthcare at NHGP’s medical
forum, which saw over 100 doctors attending
the event. For the list of medical forums
and workshops conducted in FY2019,
In July 2019, NHGP hosted Dr Takeshi Kasai (fourth from right), Regional Director of WHO Western Pacific Region Office; and
please refer to Appendix C. NHGP hosted Prof Robinson (2nd from right), who shared insights on dementia care. Dr Ying-Ru Jacqueline Lo (fifth from right), WHO Representative for Malaysia, Brunei and Singapore.
28 Chapter 3 –Charting Our Way Forward Annual Report FY2019 29ACHIEVING PROFESSIONAL STANDARDS Dr Tan Sherie
NHG Teaching Award
NHG’s Teacher’s Day was held on 6 September
MOH In-Service Scholarships
and NHGP Scholarships
NHGP encourages lifelong learning as a means to constantly improve and deliver the best evidence-based Resident Physician 2019. This annual event included an award In FY2019, several NHGP staff attained
Geylang Polyclinic ceremony, where 13 NHGP doctors and the MOH In-Service Scholarship and
care to patients. To this end, NHGP supports staff in their professional and academic pursuits. nurses were recognised for their roles as NHGP Scholarship. These scholarships
Dr Wong Xiu Yi
clinical teachers and educators. allow staff to be equipped with essential
Medical Officer
Geylang Polyclinic competencies and leadership capabilities
First Family Physician in to fulfil future healthcare needs.
NHG to be conferred PhD in Dr Leonard Leng Qi An NHG TEACHING AWARD FOR
MASTER OF MEDICINE IN Dr Laxmanan Raja Rajeswari Family Medicine Resident JUNIOR DOCTORS 2019
Family Medicine FAMILY MEDICINE Family Physician Hougang Polyclinic Ms Evonne Oh Siew Gek
In October 2019, Dr Lee Eng Sing, Family Yishun Polyclinic Dr Ian Koh Jan Ming Assistant Nurse Clinician
Physician, Senior Consultant and Deputy Dr Teo Jia Hui Family Physician – Associate Consultant Ang Mo Kio Polyclinic
16 NHGP doctors passed the Master Dr Lee Yew Weng Andrew Toa Payoh Polyclinic
Head of the Clinical Research Unit, NHGP, Family Medicine Resident Ms Valerie Chong Chui Mei
of Medicine in Family Medicine Family Physician
was the first Family Physician in NHG to Hougang Polyclinic Dr Ooi Chung Ping Staff Nurse
examinations in November Yishun Polyclinic Ang Mo Kio Polyclinic
be conferred a PhD in Family Medicine. 2019. These doctors either did a Family Physician
Dr Wong Wai In Ang Mo Kio Polyclinic Ms Aslina Asbil
Dr Lee’s PhD programme was offered three-year NHG Family Medicine Dr Seet Qi Sharlene Resident Physician Senior Assistant Nurse
by the Department of Family Medicine, Residency Programme or NHGP Resident Physician Hougang Polyclinic Dr Vivek Bansal Geylang Polyclinic
Schulich School of Medicine and Dentistry Programme B. The respective Yishun Polyclinic Family Physician – Associate Consultant
programmes prepare the doctors for Dr Ang Ling Min Woodlands Polyclinic Ms Nor Hidayah Mohd Salleh
at the Western University in Ontario, Dr Soh Puey Huang Jobina Senior Assistant Nurse
the breadth of exposure to acquire Resident Physician
Canada. Dr Lee is also NHGP’s first Resident Physician Toa Payoh Polyclinic Geylang Polyclinic
the competencies required to Yishun Polyclinic NHG TEACHING AWARD FOR
Clinician Researcher. SENIOR DOCTORS 2019 Ms Mohanambal D/O Sundravelu
practice as Family Physicians. Dr Ng Xin Rong Senior Staff Nurse
Family Medicine Convocation Dr Chua Yu Jing Andrew Resident Physician Dr Jason Chan Hougang Polyclinic
Resident Physician Toa Payoh Polyclinic Family Physician Ms Tuty Anida Masuri
Organised by the College of Family Geylang Polyclinic
Ang Mo Kio Polyclinic Senior Assistant Nurse
Physicians (Singapore) (CFPS), the Family Dr Julius Kang Jun Kai
Dr Valerie Teo Yishun Polyclinic
Medicine Convocation Ceremony was held Dr Ong Ai Li Medical Officer
Woodlands Polyclinic Family Physician – Consultant Ms Wang Na
on 23 November 2019, during which 39 Family Physician Ang Mo Kio Polyclinic Senior Staff Nurse
NHGP doctors were recognised. Four of Ang Mo Kio Polyclinic GRADUATE DIPLOMA IN Yishun Polyclinic
Dr Tan Jinxuan
them attained the Fellowships from CFPS, Dr Chan Ke Shuang Elizabeth FAMILY MEDICINE Family Physician Mr Zeng Jin Liang
NHG TEACHING AWARD FOR
16 were conferred a Masters of Medicine in Resident Physician Woodlands Polyclinic NURSING PRECEPTORS 2019 Medical Social Worker
Family Medicine, and 19 doctors received 19 NHGP doctors passed the Yishun Polyclinic
Hougang Polyclinic
their Graduate Diploma in Family Medicine.
Graduate Diploma in Family Dr Ling Yee Von Ms Christine Chern Win Fah
Dr Devasena Manoharan Medicine examinations in July 2019. Medical Officer Nursing Clinician
Family Physician The diploma is a post-graduate Yishun Polyclinic Toa Payoh Polyclinic NUSMedicine Dean’s Awards 2019
Hougang Polyclinic training programme that equips Organised by the National University of
family doctors in Singapore with skills Dr Zeng Zhiyong Ms Wendy Ong Kim Leng
Senior Nurse Manager Singapore (NUS) Yong Loo Lin School of
FELLOWSHIP COLLEGE OF FAMILY Dr Ding Si Yan to enhance their level of patient care. Resident Physician
PHYSICIANS (SINGAPORE) Woodlands Polyclinic Medicine, the Appreciation for Clinical Teachers
Resident Physician Yishun Polyclinic
Dr Ang Wei Luong event held on 5 November 2019 honoured
Hougang Polyclinic Resident Physician
Ms Xiao Hui
Four NHGP doctors completed Senior Staff Nurse excellence in teaching medical students.
the 24-month Advanced Training Dr Amelia Ahmad Hatib Ang Mo Kio Polyclinic
Yishun Polyclinic
Programme in Family Medicine, Resident Physician Dr Darice Jill Ng Yu Ping
and passed the summative exit Toa Payoh Polyclinic Resident Physician DEAN’S AWARD FOR
examinations in 2019. Dr Christopher NHG OUTSTANDING NURSE TEACHING EXCELLENCE
Chong, Family Physician, Associate Dr Gan Wei Chun Ang Mo Kio Polyclinic NHGP Best Family Medicine TEACHERS AWARD 2019
Consultant and Head of Ang Mo Kio Resident Physician Dr Liew Pui Mun Trainers’ Award Ms Christie Anna
Dr Richard Lee Meng Kam
Dr Kee Kok Wai and Dr Steven Chao Family Physician – Consultant
Polyclinic also obtained the Koh Eng Toa Payoh Polyclinic Resident Physician Nurse Educator
Chien Chih, both Family Physicians and Yishun Polyclinic
Kheng Gold Medal for being the best Ang Mo Kio Polyclinic Nursing Services
Fellowship Graduate in the 2019 Dr Kwek Sock Yuen Cassandra Associate Consultants at Toa Payoh
fellowship examinations. Resident Physician Dr Ten Dick Xiang Polyclinic, were the recipients of the Ms Susan Loh JUNIOR DOCTOR TEACHING AWARD
Woodlands Polyclinic Resident Physician NHGP Best Family Medicine Trainers’ Assistance Nurse Clinician
Dr Christopher Chong Ang Mo Kio Polyclinic Ang Mo Kio Polyclinic Dr Steven Chao Chien Chih
Dr Moses Tan Mong Heng Award 2019. The annual award recognises
(Dr Koh Eng Kheng Gold Medal) Family Physician – Associate Consultant
Family Physician - Associate Consultant Resident Physician Dr Janan Lee the dedication, passion and commitment Ms Vernice Tay Ah Kiok Toa Payoh Polyclinic
and Head of Ang Mo Kio Polyclinic Woodlands Polyclinic Family Physician of Family Medicine Trainers. Senior Staff Nurse
Geylang Polyclinic Geylang Polyclinic
Dr Karen Ng Ming Yann Dr Tan Eng Liang Melvin
Family Physician - Senior Consultant Resident Physician
Dr Lim Teck Khai NHGP Nursing Best Clinical Ms Rajoo Thilaga Rani CERTIFICATES OF APPRECIATION
and Director Clinical Services Woodlands Polyclinic
Medical Officer Instructor Award Senior Staff Nurse Dr Richard Lee Meng Kam
Geylang Polyclinic Ms Kang Yi Min, Senior Staff Nurse, Hougang Polyclinic Family Physician – Consultant
Dr Teh Kailin Dr Chee Jia Yi (Lydia) Woodlands Polyclinic, received the Yishun Polyclinic
Family Physician - Associate Consultant Dr Loh Soon Shan
Resident Physician Medical Officer NHGP Nursing Best Clinical Instructor NHG INTER-PROFESSIONAL Dr Steven Chao Chien Chih
Ang Mo Kio Polyclinic Yishun Polyclinic TEACHING AWARD 2019
Geylang Polyclinic Award 2019. The annual award Family Physician – Associate Consultant
Dr Gilbert Yeo Dr Ee Runhua Michelle
recognises excellent contribution Dr Lim Ziliang Toa Payoh Polyclinic
Family Physician - Associate Consultant Dr Sim Shin Wei in providing effective clinical teaching
Resident Physician Resident Physician
Family Physician – Consultant Dr On Todd
Woodlands Polyclinic to newly-recruited nurses and students Yishun Polyclinic Family Physician – Associate Consultant
Yishun Polyclinic Geylang Polyclinic
in Nursing Services. Toa Payoh Polyclinic
30 Chapter 3 –Charting Our Way Forward Annual Report FY2019 31INNOVATING FOR BETTER CARE NHGP Quality Day 2019
NHGP held its annual Quality Day on
In FY2019, NHGP was recognised for its various innovative solutions to provide the best care possible for 11 October 2019. Themed ‘Innovative
its patients. Communities, Co-design for Quality’, the
event highlighted how co-designing
programmes and processes with key
BCA UD Mark Awards 2019 AHMA 2019 partners and stakeholders could lead to
On 22 April 2019, Ang Mo Kio Polyclinic, At the Asian Hospital Management better outcomes and impact.
Kallang Polyclinic and Yishun Polyclinic Awards (AHMA) in September 2019,
were among 37 projects to be conferred NHGP was awarded two Excellence During the event, keynote speaker
the Building Construction Authority (BCA) Awards —one under the Community Mr Keith Tan, Chief Executive of Singapore
Universal Design (UD) Mark Award. Involvement category and the other under Tourism Board (STB), shared STB’s
Ang Mo Kio Polyclinic and Kallang the Facility Management and Financial experience in designing quality visitor-
Polyclinic clinched BCA’s UD Mark GoldPLUS Improvement category. centric experiences by first having an Winners at NHGP’s Quality Day 2019 were lauded for implementing innovative solutions that improved the quality of care.
award, while Yishun Polyclinic was in-depth understanding of their target
conferred the UD Mark Gold Award. In the first category, NHGP’s entry titled audience and, thereafter, assessing and
‘From Clinic to Community – Starting a leveraging suitable technology solutions.
Weight Management Conversation in the
SPAA 2019 Clinic and Supporting Lifestyle Modification A total of 24 OurCare and iCARE awards
NHGP’s Guiding Hands Volunteers in the Community’, showcased NHGP’s were given out to staff during the event. The
Mr Ryan Ang (left) and Ms Soh Ying Hua (right) received the
clinched the Singapore Patient Support efforts to enhance patient activation for Excellence Awards on behalf of NHGP at the AHMA 2019.
awards recognised NHGP’s staff efforts in
Group / Volunteer Group Award at the therapeutic lifestyle modification. delivering service excellence and quality
Singapore Patient Action Awards (SPAA) improvement, as well as exhibiting innovation
2019. Organised by Tan Tock Seng In the second category, NHGP’s entry titled CSISG 2019 and transformation, during the year.
Hospital, the award honours volunteers ‘Re-Development of Ang Mo Kio and Yishun NHGP received a 72.6 point rating for the
for making a positive difference to the Polyclinics to Increase Patient Capacity and Customer Satisfaction Index of Singapore For the list of Quality Improvement Projects
healthcare ecosystem in Singapore. Improve Patient Care Delivery’, showed how (CSISG) 2019, an increase from 71.7 points completed in FY2019, please refer to
NHGP’s careful design and planning, coupled in 2018. The survey, conducted annually by Appendix D.
NHGP’s winning staff and teams at NHG Quality Day 2019.
with improved work processes, enabled it the Singapore Management University’s
to achieve highly-desirable outcomes for Institute of Service Excellence, studies the NHG Quality Day 2019 Action Awards (EIAA) for contributing enhancing experiences in healthcare
patients, leading to a significant improvement customer satisfaction level of consumers On 11 September 2019, NHG celebrated significantly to work practices that service delivery. Quality Improvement
in how patients managed their conditions. in Singapore. Quality Day 2019 themed ‘System have improved customer service or Awards (QIA) were also given to
Reliability: Designing It Right, Doing It patient safety. Two NHGP patients and eight project teams in recognition of
National HIP Medals 2019 Right, Detecting the Risk Right’. Nine caregivers received the Exemplary Patient their contributions in improving and
NHGP staff clinched the Excellence in and Caregiver Award (EPCA) towards transforming care delivery for patients.
On 9 May 2019, NHGP was awarded the
National Healthcare Innovation and
Productivity (HIP) Excellence Champion
Medal for the redesign of its care model. BRINGING GREATER CONVENIENCE FOR PATIENTS
Dr Sabrina Wong, Assistant Director,
Clinical Services, who led the transformative As part of NHGP’s efforts to create a more streamlined patient journey, enhancements have been made to
work for NHGP’s Teamlet Care Model, both front-end patient-facing platforms as well as back-end systems.
received the award from Minister for
number of staff required for routine tasks,
Health Mr Gan Kim Yong on behalf of Enhancements to HealthHub and allowed staff to offer more value-added
the team. and Self-Help Kiosks assistance at the clinics. For self-payment
As of September 2019, enhancements to
kiosks, payment via one’s Child Development
the HealthHub mobile application allowed
MOH PES FY2019 for more self-service options for the
Account (CDA) was also made available.
NHGP achieved a composite of patient
satisfaction score of 91.3 per cent in
following services at NHG’s Polyclinics:
Enhancements to Laboratory
MOH’s Patient Experience Survey (PES) Information System
• Registering for appointments As of February 2020, the Laboratory
2019. All six NHGP polyclinics attained • Getting a queue number
individual score of above 88%. Information System (LIS) in laboratories
• Viewing the electronic itinerary at Ang Mo Kio, Hougang, Toa Payoh,
• Checking queue status Woodlands and Yishun Polyclinics was
The survey assessed patients’ experience • Viewing upcoming appointments upgraded from TD-Synergy to TDNexLabs
at public healthcare institutions and • Updating of particulars e.g. mailing (TDNL). The upgraded LIS comes with
helped identify areas of improvement. address and contact number improved security features for the user
• Requesting for medication refill interface, and provides full automation of
Dr Sabrina Wong receiving the overall Excellence Champion Medal from the Minister for Health Mr Gan Kim Yong.
processes such as e-orders and e-results,
Besides offering patients more convenience, thereby increasing the processing
these enhancements also reduced the efficiency of NHGD’s laboratories.
34 Chapter 4 –Advancing Towards a New Norm of Care Annual Report FY2019 35You can also read
