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that we were willing to listen and communicate with theclient, and were transparent and effective in addressingareas requiring improvement. And of course, we were fairin our pricing and able to provide good service,” revealsDr Chai.“We officially took over the reins at midnight on 27December last year, and we literally had to hit the groundrunning,” he adds. “And it wasn’t as simple as going into take over the running of a clinic. There were majorstructural changes involving various ministries that hadto be taken care of, so there was a lot of adapting andchanging of plans. And the system is evolving as morepeople join the team.”2012 also saw Parkway Shenton bagging the opportunityto provide medical services to many unions, including theNational Taxi Association and Singapore School TransportAssociation.“I believe that we won thecontract because we showedthat we were willing to listenand communicate with theclient, and were transparentand effective in addressingareas requiring improvement.And of course, we were fairin our pricing and able toprovide good service.”Shortly after, Parkway Shenton entered into discussionswith National Trades Union Congress (NTUC) to deliveraffordable, value-for-money healthcare services to theirmembers.This led to a landmark agreement to provide NTUC’s700,000 members with basic medical consultation and upto three generic medications at Shenton Medical Groupclinics at a fee of S$22. In addition, NTUC members canenjoy waiver of charges on regular screening tests forselected chronic diseases, affordable health screeningpackages and special rates at Parkway East Hospital. ButParkway Shenton is not stopping here.“We are working to open up these schemes to the otherParkway Pantai hospitals in Singapore, so that morepatients can benefit from our medical expertise,” sharesDr Chai.looking aheadEven with Parkway Shenton’s successful year, they are notslowing down. In the first four months of the year, thegroup has already embarked on a few big projects.“We just won the tender for providing medical services tothe staff at ITE,” reveals Dr Chai. “We are also workingon a new project in Iskandar, Malaysia, to set up anintegrated wellness centre to provide wellness, aesthetic20 At Your Service
and medical screening services to well-heeled individualsworking and living there. This wellness centre willsynergise perfectly with Parkway Pantai’s new hospital,Gleneagles Medini, which is located in its vicinity.”In addition, the team has also won several governmenttenders. They will provide pre-employment medical healthscreening packages to the Ministry of Home Affairs as wellas the Inland Revenue Authority of Singapore, medicalservices at Immigration & Checkpoints Authority anddoctors to five Singapore Armed Forces medical centres,the last being the first private-public collaboration on theprovision of medical care to Singapore soldiers.Parkway Shenton is also the first to work with theNational Healthcare Group to run a Family Medicine Clinicin Ang Mo Kio, which is slated to open in the secondquarter of 2013.“This is another public-private collaboration to caterto an increasing demand for primary care,” shares DrChai, “And Parkway Shenton is one of the private sectorcompanies to take up the challenge. This clinic will seemainly patients who are referred from polyclinics, andParkway Shenton will staff the clinic with family physiciansto provide quality healthcare at shorter waiting times.We will also be seeing Community Health Assist Schemepatients, and walk-in patients.“The whole health ecosystem is changing as thepopulation ages, so the way we practise medicine will alsochange over time. We also need to adapt to changes ingovernment policies,” he says. “We are always changingour service lines, in anticipation of the changing needs ofthe population.”a group effortThe success that Parkway Shenton has achieved isno mean feat, and Dr Chai is quick to attribute theorganisation’s achievements to the over 700 staff workinghand-in-hand.“I have to give credit to my staff, who have workedvery hard to implement our plans,” he says. “We sharethe same goal – not only to get the job done, but to getthe job done well.”on recruitment.“We’ve come to a critical point where we need toincrease the talent bank because we have an increasingnumber of clients and service lines. Many of our seniormanagement and the middle management have donewell. But we’re always looking for new people who canjoin us,” he shares.Staff training and development is another importantfocus for Dr Chai. “I try to ensure that everyone’stalents are well-developed. For those who have a talentfor management, we create opportunities for them toshadow the senior staff so that they can learn on the job,and put them in various areas of responsibilities to see ifthey can perform,” Dr Chai says. “And for those who aremore clinically oriented, we put them in training areaswith senior doctors and our Quality Assurance committee,to help maintain the level of service to clients.“At the end of the day, I want my staff to be well-lookedafter and rewarded in terms of remuneration, welfare andwork-life balance. And I also ensure that everyone hasmaximum exposure to areas they are interested in.”To Dr Chai, his staff is his greatest motivation. “I seemyself as a servant to them – I provide them with theability to function, perform, progress, improve and to riseto the occasion. And I feel that I am obliged to help themmaximise their talents – that’s what drives me each day.”Parkway Shenton runs over 60 healthcareclinics all over the island, including sixExecutive Health Screeners, two NipponMedical Care clinics catering to the Japanesecommunity and the Luxe Wellness Centreexclusively for the female clientele. Thoughmany of the clinics are located in the CentralBusiness District, the company is slowlygaining a foothold in the heartlands as well.It opened 10 new clinics in residential estatessuch as Ang Mo Kio and Bishan in 2012.Going forward, Dr Chai will be putting a greater emphasisAt Your Service 21
Page 1 and 2: APRIL - JUNE 2013a parkway pantai q
Page 4 and 5: CONTENTS04NEWS BITESBite-sized heal
Page 6 and 7: ReducinghypertensionHypertension is
Page 8 and 9: distinct, sharing some gene-based r
Page 10 and 11: first hospital venturein Hong KongP
Page 12 and 13: edefining wellness inMedini, Iskand
Page 14 and 15: FOR THEPEOPLEIn January 2013, Dr Ta
Page 16 and 17: 14Snapshots
Page 18 and 19: A RITZYTHANK YOUParkway Pantai host
Page 20 and 21: the best is yet to comeIt was a wat
Page 24 and 25: hard workpaysGastroenterologist and
Page 26 and 27: “My life has been fullof ups and
Page 28 and 29: home is wherethe heart isNovelist G
Page 30 and 31: “I believe that’s what lifeshou
Page 32 and 33: an inspiringaward winnerLegendary m
Page 34 and 35: a heart for peoplePantai Hospital I
Page 36 and 37: last from the pastPantai Hospital K
Page 38 and 39: celebrating ThaipusamPantai Hospita
Page 40 and 41: CIH is designed to be patient centr
Page 42 and 43: charting new territoriesThings are
Page 44 and 45: success storiesMADAM AYE KYAING, 66
Page 46: ESCALOPE OF SNAPPER WITHLEEK AND TO

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