Speech by President Halimah Yacob at the Singapore Health Quality Service Awards 2019

Distinguished Guests,

Ladies and Gentlemen,

Good afternoon

I am happy to join you this afternoon at the Singapore Health Quality Service Awards (SHQSA) 2019.

The SHQSA recognises the exemplary efforts and dedication of healthcare professionals across different care sectors. This signature award, now in its ninth year, has reached a new milestone with a record number of 34 participating healthcare institutions and a total of 3462 award recipients, ranging from the Intermediate and Long-Term Care (ILTC), public and private healthcare sectors to new partners such as Peacehaven Nursing Home, SATA Commhealth and Fullerton Health. The strong support given by these partners reaffirms the shared belief that patient experience is important to recovery.

The award recipients have set themselves apart by going the extra mile and raising the bar to deliver quality care and a positive experience to patients and their caregivers. Because of your commitment and support, patients and their caregivers are empowered with the knowledge, confidence and responsibility to manage their conditions. Care plans become more personalised and meaningful when we involve the patient and consider their treatment goals in mind. This helps in enhancing care delivery, improving treatment outcomes and creating a more sustainable healthcare system.

Patients who play active roles in their own care are also more likely to champion new initiatives and help others. One good example is Mr Ellil Mathiyan, who is a cancer survivor and co-chairs the SingHealth Patient Advocacy Network, which was formed in 2017 to actively engage patients and their caregivers in exploring new ways of improving the patient experience and journey. Ellil was devastated when he first learnt of his diagnosis. But fortunately, with strong support from other cancer survivors whom he met in the Colorectal Cancer Support group at Singapore General Hospital, he overcame his fear and sought treatment. Today, he dedicates much of his time to helping patients with cancer. He leads several support groups for people with Colorectal Cancer and is a founding member of the Ostomy Association of Singapore. Ellil and his support group volunteers provide mental and emotional support for those planning to undergo surgery. Ellil is one of the esteemed judges for SHQSA 2019.

Teamwork is another crucial element in delivering care to patients. I would like to take this opportunity to highlight an example from this year’s Best Team Award recipients.

Every year, the National Kidney Foundation (NKF) provides dialysis treatment to more than 3,600 patients. An NKF team found that the number of patients who relied on ambulances and specialised vehicles to get to the dialysis centres had increased over the years. To manage the demand, the team engaged patients and their caregivers to better understand their medical conditions and transportation needs. Working closely with the occupational therapy department, the team developed a new workflow to identify and refer patients with rehabilitation potential for therapy earlier so they can regain independence over time. The team also engaged partners to provide other forms of assistance such as taxi transfers and EZ-link transport credits, so that patients benefit from greater flexibility. With the team’s efforts, NKF was able to optimise resources and maintain the same number of ambulances while meeting the growing demand for transport assistance.

Patient experience in healthcare is also about interpersonal relationships and the human touch. It is heartening to know that many of our award recipients today have gone the extra mile not only for their patients but also to help the less privileged communities.

One such inspiring individual is Nurse Manager Loh Kwai Yoke who oversees four dementia wards at Kwong Wai Shiu Hospital. Kwai Yoke’s dedication to patient care motivated her to undergo an Advanced Care Planning (ACP) Facilitator’s Course and Patient Preferred Care course by Agency for Integrated Care (AIC). As an ACP facilitator, Kwai Yoke engages patients and their caregivers to identify patients’ care goals and preferences. These discussions enable patients to share their care wishes ahead of time so that their loved ones would know their preferences in the event they become seriously ill.

Another inspiring award recipient is Ms Chew Yam Poh, a therapy assistant at Ang Mo Kio Thye Hua Kwan Hospital. Noticing that her patients with dementia were getting bored in the hospital, Yam Poh came up with new exercises and activities using music, art and craft. Her ideas have since liven up the atmosphere in the hospital. Yam Poh is also always prepared to go beyond her call of duty. By observing the professional hairdressers who cut the hair of patients at the hospital every month, Yam Poh has picked up hairdressing skills. Now whenever the hairdressers are short of manpower, Yam Poh readily steps in to help.

Yam Poh, Kwai Yoke and all the award recipients remind us of the impact each of us can make in our patients’ lives. Sometimes, small gestures can make a difference in very special and positive ways, every single day. And each of you have exemplified how this can be done. I would like to thank all of you for your unwavering commitment, passion and selfless dedication to your patients.

To all award recipients, a very hearty congratulation on your deserving win! Thank you and I wish all of you a pleasant day ahead.

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