Connect - Parkway Pantai

www.parkwayhealth.comConnect A ParkwayHealth QuarterlyConnectA ParkwayHealth Quarterlyjan - mar 2009Inaugural Issuejan - mar 2009 Inaugural IssueStanding OvationCelebrating steadfastloyalty and dedicationNew Lease on LifeBringing stem cell therapyto the forefrontLet’s Eat!From award-winning chefs toa whole menu of gourmet dishesA Day in the Life of…Dr Kelvin Loh

COVER.indd Sec1:11/7/09 5:14:01 PM01ConnectEditor’s NoteConnect A ParkwayHealth QuarterlyConnectA ParkwayHealth Quarterlywww.parkwayhealth.comJAN - MAR 2009Inaugural IssueWith the New Year come new beginnings and it is withgreat pleasure that we introduce the inaugural issue ofConnect to the people of ParkwayHealth. The missionof Connect is to provide our people with interestingarticles that showcase their talents and interests, bothin and out of the workplace.In this issue, we keep you informed on excitingnews and happenings, and provide you with articlesthat represent a unique look at people and topics thatmatter at ParkwayHealth. These are highlighted in thedifferent sections of the magazine — each followingParkwayHealth’s core values.We would like to thank everyone who put in theirtime and effort to help make this issue an inspiringand visually exciting read.Bringing a seemingly simple idea into fruition hasbeen a challenging yet enjoyable process. We hopeyou enjoy Connect; we look forward to continuing toprovide you with great stories that celebrate life atParkwayHealth.JAN - MAR 2009 Inaugural IssueStanding OvationCelebrating steadfastloyalty and dedicationNew Lease on LifeBringing stem cell therapyto the forefrontLet’s Eat!From award-winning chefs toa whole menu of gourmet dishesA Day in the Life of…Dr Kelvin LohParkwayHealth teamPublisherJith JosephEditorial AdvisorRosanna CilAdvertising Sales andProduction CoordinationJulien RatouinContributorsDr Jeffrey Staples, Barry Clogan,Christopher Teo, Dr Yap Kok Weiand Prof Silviu ItescuSplash Communications teamEditorCaroline Chan JordanCaroline Chan JordanWe want your feedback!Do you have an interesting story idea, news or happeningyou would like to share with us? Let us know and we willgive you a special token of our appreciation.Write to: grpcorpcomms@parkway.sg, or Group CorporateCommunications, Parkway Group Healthcare Pte Ltd.,#16-02, 111 Somerset Road Singapore 238164.Art directorLien VandewegheDesignerJavier LimPhotographerBoon Chian, Milk photographyBusiness Development ManagerFern ChuaContributorsLisa-Ann Lee, Emma Goh,Katrina Eng, Louisa Koh,Andy Chiok and Naleeza EbrahimConnect is published quarterly for Parkway Group Healthcare Pte Ltd by Splash Communications (S) Pte Ltd, a member of the Asia City Publishing Group.All rights reserved. No portion of this publication may be reproduced without the written permission of the publisher.Parkway Group Healthcare Pte Ltd, 111 Somerset Road #15-01, Singapore 238164. Tel: (+65) 6307 7880 Fax: (+65) 6738 7341. © Parkway Holdings Limited 2009. Thispublication and information contained herein is strictly for internal use only and contains Parkway proprietary information which is restricted to Parkwayemployees and within the Parkway Group. Access to, use or copying by non-Parkway employees in any form or other, is strictly prohibited. For informationabout ParkwayHealth, go to www.parkwayhealth.com. All information correct as of 13 December 2008.Printed by alsoDOMINIE Pte Ltd, 1200 Depot Road 07-21/27, Singapore 109675.Parkway Group Healthcare Pte Ltd Company Registration No. 199303778CMICA 112/01/2009

02Connect03ConnectContentsjan - mar 2009 inaugural issueStaff feel proud and happy when they cancontribute ideas and make processes better forboth patients and themselves. — read on page 10Skipper’s LogHello People of ParkwayHealth,I have immense pride in seeing the birth of ournew magazine, Connect. The publication will help us“connect” with each other across departments and10141802 Welcome Note03 Skipper’s logNEWS04 Get clued in tothe latest industry news,happenings and eventsCommunity10 A Day in the Life of...Dr Kelvin Loh – his journey toimprove the healthcare systemInnovation12 Medicine’s BestKept SecretIncredible advancements inadult stem cell therapy14 What’s on the Menu?Rethinking hospital foodcover story18 Three CheersGleneagles raises its glassto its long serving staffExcellence24 The China WayParkwayHealth’s presencein Shanghai26 Forging AheadLifelong LearnerAwards 200827 Above and BeyondParkwayHealth’s journeyto excellenceconfidence28 Mastering ConversationSBAR — a new tool foreffective communication30 Up Close and PersonalDr Lim Cheok Peng talks abouthis hopes and plansglobal leadership32 Special FeatureGroundbreaking ofNovena Hospital36 KUDOS40 happy snapsfacilities, and will even span the oceans to bring ourcolleagues in India, China, Malaysia and Brunei closerthan ever before.Connect is filled with stories of our journeys, ourexperiences, our know-how, our projects, our customersand our people. It is my hope that Connect becomesOUR global magazine, that it will touch each of us andunite us as one big ParkwayHealth family.As with all new beginnings, I’m sure 2009 will offera wealth of fresh discoveries and challenges for each ofus. Times may be tough, but by remaining united we canovercome any adversity.Remember: Mission First,People Always.Press on!Daniel J. SnyderGroup Executive Vice President, Parkway Holdings Limited& Chief Executive Officer, ParkwayHealth

NEWS04NEWS 05ConnectConnectAround ParkwayHealthningbo delegatestour mountelizabeth hospitalOn the afternoon of12 November 2008, a teamof officials from the city ofNingbo, China paid an officialvisit to Mount ElizabethHospital to find out more about the hospital’s operations.The team, comprising Mr Luo Renjian, Deputy Governor of Ningbo’sHaishu District; members of Ningbo’s Foreign Trade and EconomicCooperation Bureau; and representatives from Ningbo Haicheng InvestmentDevelopment Company, was in Singapore for “Ningbo Week”, which aimed toenhance economic ties between the two cities, and Mount Elizabeth was oneof the stops on its tour of organisations and businesses here.After the hour-long tour, the officials left impressed by the state-of-the-artmedical technology, friendly staff and efficient operations.shared expertiseParkway Education and Parkway Collegeof Nursing & Allied Health jointlyorganised a seminar on supply chainmanagement in the healthcare industry,held at the Carlton Hall of York Hotel on26 November 2008.The seminar was aimed at updatingthe healthcare industry on recenttrends and developments in the field ofhealthcare logistics and supply chainmanagement. Speakers from agenciesand organisations like the HealthSciences Authority, Republic Polytechnic and Zuellig Pharma Singapore Pte Ltdshared their expertise and ideas on a range of topics in the field.Mrs Nellie Tang, CEO of Parkway College, said, “The healthcare industryis developing at a rapid pace and is in need of advanced logistics support toremain effective. This seminar was an excellent forum for healthcare logisticsprofessionals to exchange ideas and keep themselves updated on the latestdevelopments in the field, as well as on future trends and developments inthe healthcare industry.”rehab & homecareholds open houseOn 14 November 2008, theRehabilitation and Homecarefacility at Mount ElizabethHospital opened its doors to thepublic and ParkwayHealth staff inits first ever open house.Staff from the facility were onhand to welcome visitors and leadthem on guided tours of the newfacility, which had only movedinto its current premises inJune 2008.Besides showing guests around,the Rehab staff also introducedto them the four specialisedareas of patient care and serviceprovided by the facility, namelyPhysiotherapy, OccupationalTherapy, Speech-LanguageTherapy and Homecare Services.Guests were briefed on the roleseach specialty plays, and on theequipment and tools used by each.further educationParkway Education has launched niche courses inHealth Science to address issues of a shortage of trainedhealthcare professionals and a growing ageing populationwith increasing healthcare needs.As the premier service provider of tertiary healthcarein Singapore and the region, ParkwayHealth is nowembarking on the trail of also becoming a leader inhealthcare professional education through its subsidiary,pearl of the emiratesParkway College. Within a short span of six monthssince its inception, Parkway College has establishedthree schools: Nursing, Allied Health and HealthcareManagement. Together, these three schools will addressthe gamut of disciplines in the healthcare professional field.The Parkway College Diploma in Nursing will be thefirst nursing diploma course run by a private collegein Singapore to receive accreditation by the SingaporeNursing Board (SNB). Likewise, Parkway College coursesin Clinical Governance (to be offered by the School ofAllied Health) and Healthcare Management & InformationTechnology (to be offered by the School of HealthcareManagement) are among the first to be offered inSingapore with a heavy focus on healthcare application.The difference is that Parkway College has the advantage ofhospitals and facilities for practicum placement.Additionally, Parkway College is developing aninternational educational chain for its students throughits linkages with universities in Australia, the UK and theUS. This will enable students to pursue advanced degreestudies in Singapore and abroad.Danat Al Emarat (Arabic for Pearl of the Emirates) is ParkwayHealth’s new hospitalin Abu Dhabi, the capital city of the United Arab Emirates. When completed(scheduled for completion early-2012), it will be a Centre of Excellence for Women’sand Children’s health.Designed to be at the forefront of medical technology, Pearl of the Emirates will beequipped with the latest medical equipment to support the most advanced surgicaland diagnostic procedures. It will also be staffed by a team of highly specialised andcommitted perinatologists and neonatologists, and supported by a Level III NeonatalIntensive Care Unit.As one of the leading healthcare facilities in the Gulf region, Pearl of the Emirateswill be the hospital of choice for women with high-risk pregnancies. Pearl ofthe Emirates will combine modern design and functionality to optimise hospitalworkflows and operations, and enhance patients’ and visitors’ experiences. Thehospital will feature a design by HKS — one of the top hospital designers and plannersin the world — and engineering by TED JACOB, a leading specialist in mechanical,electrical and plumbing engineering within complex healthcare infrastructures.The hospital is estimated to serve 600,000 women and children and deliver morethan 8,000 babies each year.

NEWS06NEWS 07ConnectConnectGlobal Beatssecret to a longer lifeA study published in Psychology and Healthshows that older women who regularly attendreligious services reduce their risk of death. In theapproximately 8-year study of multi-ethnic, multireligionwomen aged 50 to 79, those who attendedreligious services at least once a week showed a20% mortality risk reduction compared to those notattending services at all. Enhanced well-being is seenas a result of the creation of a social network withregular routines in an organised religion. However,even when researchers adjusted for that factor, thewomen attending services were still less likely to die.Source: MSNBCburn fat withhigh-protein mealsEating lean meat and eggs for breakfast may be theanswer to helping you shed excess weight. Findingspublished in the Nutrition & Dietetics Journalreported that people with higher body fat burn fatbetter after a high-protein meal than people withlower levels of body fat. This may be a result ofbetter appetite suppression with protein comparedto fat or carbohydrates. Source: Reutersbritons save money with sexWith the tightening of expenses, how else, besides windowshopping and gossiping, can you save money? Sex, it seems.Results from a YouGov survey of 2,000 adults in the UKfound sex as the most popular free activity, ahead of windowshopping and gossiping. The Scots were most amorous with43% choosing sex over other pastimes, compared with 35%in South England. However, both sexes differed on theirpriorities, with women preferring to gossip with friendswhile men had sex firmly at the top of their list. Source: BBCdriving + mobile phones =risky businessResults from a study published in the Journal of ExperimentalPsychology: Applied, showed that drivers who were talkingon mobile phones demonstrated significantly worse drivingperformance than those with passengers sitting beside them.The former group veered more into other lanes and was fourtimes more likely to miss the exit to the rest stop. So get yourbuddy to hop on for the ride, instead of the phone if you needto chat! Source: MSNBCacupuncture betterfor chronic headacheUS researchers at Duke University have discovered thatacupuncture works better than drugs like aspirin to reducethe severity and frequency of chronic headaches. In a reviewof studies involving nearly 4,000 patients with migraine,tension headache and other forms of chronic headache,62% of the acupuncture patients reported headache reliefcompared to 45% who were taking medications. However,the position of the needles also affected the level of painrelief: 53% given true acupuncture were helped, comparedto 45% receiving sham therapy involving needles inserted innon-medical positions. Source: Reuterswalking improvesbrainpowerResearchers from the University ofMelbourne, Australia, discovered thatolder adults who take a brisk strolljust three times a week could boosttheir brainpower and reduce therisk of memory-robbing illnesses e.g.Alzheimer’s disease. In the study of 138adults with an average age of 69 withmild cognitive impairment (MCI), thegroup with higher walking activitycould more accurately remember alist of words after a certain amountof time had passed. MCI is markedby mild forgetfulness, languagedifficulties and other cognitiveproblems. The benefits could be seenafter six months and lasted for at leasta year after the programme ended.Source: MSNBCbooze extends your lifespanHere’s a reason to booze — scientists atRice University, US, have created a beercalled BioBeer that could extend yourlife. BioBeer has three genes splicedinto special brewer’s yeast that produceresveratrol, the chemical in red wine thatis thought to protect against diabetes,cancer, Alzheimer’s and other age-relatedconditions. However, more trials need to beconducted in order to ascertain its effects as morerefinements to the brew need to be made. Source: Discovery Channelneuro treatment for depressionNeuronetics Inc.’s NeuroStar, using the technique of transcranial magneticstimulation (TMS), has been approved by the US FDA as the first noninvasivebrain stimulator to treat depression. NeuroStar is a prescriptiononlydevice that beams magnetic pulses through the skull, which in turntrigger small electrical charges that spark braincells to fire. This method thus does not causeseizures or memory problems experiencedwith surgically implanted electrodes orshock therapy. NeuroStar has been approvedfor treatment specifically for patients whohad no relief from their first antidepressant,offering them a different option than tryingdifferent drugs. Source: Associated Press

NEWS08NEWS 09ConnectConnectHappeningsjourney for qualityQuality Week — the annual flagship event ofParkwayHealth’s Quality Division — was held from6-10 October 2008, with a series of activities taking place atvarious facilities throughout the week. Quality Week is are-affirmation of ParkwayHealth’s commitment to deliverthe finest clinical care to its patients by strengthening thesafety culture in its hospitals and clinics.This year, Quality Week was celebrated simultaneouslyacross all ParkwayHealth hospitals in Singapore andblood driveOn 23 October 2008, MountElizabeth Hospital held a blooddonation drive at its medical centre,attracting many staff members tocome forward and contribute boththeir blood and time. 58 charitablesouls turned up to donate, however,anti-Chikungunya restrictions putin place by the Health SciencesAuthority meant that several ofthem were turned away for havingstayed one or more nights in Johoreor Chikungunya-affected parts ofSingapore. That didn’t stop the drivefrom successfully collecting 43 unitsof life-giving blood. The next blooddrive at Mount Elizabeth will take placein February 2009.international locations — all playinghost to various activities such asgames, talks and quizzes — with afocus on the theme of “EnhancingPatient Safety through InternationalPatient Safety Goals”.Capping off the week was the1 st International Patient Safety Conclave that took placeat the Park Hotel. Group Executive Vice President andCEO, Dan Snyder, who was also the Guest of Honour,inaugurated the event. The keynote speaker for thisevent was Dr Paul Chang from Joint CommissionInternational, who spoke on the JCI international patientsafety goals. The Conclave also brought together othereminent quality leaders from Singapore, Malaysia andIndia who shared their thoughts on patient safety andclinical quality.going for the finish lineOne wet and chilly Saturday morning inNovember, 30 ParkwayHealth staff membersassembled at East Coast Park to participate inthe 2008 Osim Corporate Triathlon. The rainfailed to put a damper on their enthusiasm,as passionate cheerleaders made sure theParkwayHealth flag flew high and proudwhile participants swam, ran and cycled theirhearts out.Participating in many different racecategories, staff members gave it their alland their combined efforts resulted in animpressive 11 th placing for ParkwayHealth,out of the 429 companies in the hunt forthe event’s Challenge Trophy. Team 3 fromInformation Systems, comprising Marvin, XuDong and Kean Fui, also did ParkwayHealthproud by coming in first place in the MiniRelay Open category.

COMMUNITY10COMMUNITY 11ConnectConnectA Dayin theLife of…Dr Kelvin Loh –We delve into hispassionate journeyto improve thehealthcare system.Armed with a Medical Degree and a Masters in BusinessAdministration, Dr. Kelvin Loh started his career as ageneral physician before stepping into management roles.His experience in healthcare business strategy formulationand healthcare operations puts him in good stead as theDivisional Vice President (Operations) at the SingaporeOperations Division (SOD) of ParkwayHealth. “I’m part ofa team which will help us put in place a living operatingsystem at SOD, a system which constantly improves andestablishes standards for our operating processes. I hopethat together, SOD can systematically pilot improvementactivities, take the best lessons and spread them acrossthe system. We’ll be working on making our patient-facingprocesses more patient-centredas well as back-end processesmore efficient.”Dr. Loh’s areas of specialisationare in hospital planningare accurate and given without delay. Service involvesthe finer human touches of service provision, such asthose embodied in Parkway Perfect 10. Reducing ‘waste’is removing any costs which are unnecessary from theclient’s point of view. Delays in the waiting room andrepeated blood tests due to mistakes, for example, are‘waste’ in our system. Avoiding delays for each patientand avoiding mistakes to ensure we need to do as littlereworking would help remove such ‘waste’, and increasesthe effectiveness of our services.Finally, refining our processes by removing ‘waste’(which is also unnecessary work to staff) also helps toimprove staff morale. Staff feel proud and happy whenthey can contribute ideas andmake processes better for bothpatients and themselves.”To achieve this, Dr. Lohsees himself as a facilitator,and healthcare process redesignand hopes to work withthrough lean thinking. He is currentlyoperations managers whofacilitating a fundamentalreview of the patient care deliveryprocesses. He elaborates onhis work, “To give an example,mothers who decide to delivercoordinate services on theground in each hospital andfacility. “We should not carboncopy what we observe in otherorganisations and companies,their children with us face abut have staff understandcombination of many processesthe valuable concepts, suchfrom pre-admission to discharge.as those that come from leanI sit with Mrs Leow GekTiang, our Clinical ProgrammeLeader for O&G, and her team,to study the entire value streamfor mothers going for delivery.thinking and collectively applythem to our benefit.”Dr. Loh also directly overseesthe Non-clinical Shared Servicesat SOD. “Some of these functionsWe then design a future processthat is better than what wehave today, and put together aplan to improve towards it. Weneed the ingenuity of staff whoWhen we find a better waywhich delivers better valuewith less waste, we adopt it!are not seen as part of mainstreamclinical care, but theyare critical to the functioning ofour hospitals. In food and beverage,for example, it’s criticallyare involved in the work to keep trying new ways of doing important that meals are delivered on time and are of highthings. When we find a better way which delivers better quality at good hygiene levels. The biomedical engineeringvalue with less waste, we adopt it!that works in the background must ensure that medicalDr. Loh points out and elaborates on three objectives equipment are well maintained at all times so that clinicalof developing and improving existing operating systems care is not disrupted.”and standards, “Adding value to our service, reducing When questioned why he chose to move into‘waste’ and improving staff morale are the main goals of healthcare management instead of continuing to practisethe improvement activity. The first involves both processexcellenceand service excellence. Process excellence still is, a big opportunity for healthcare to improve at amedicine, Dr. Loh replied, “I found that there was, andmeans that our processes are designed to ensure that systems level and I found a deep interest and passion inthe diagnosis, treatments and advice we provide patients doing so!”

INNOvation14INNOvation 15ConnectConnectIf you believe what you hear, hospital food doesn’t exactlyhave the best reputation out there. However, those inthe know, like Mount Elizabeth Hospital’s Executive ChefRichard Woo, will tell you that times have changed andthat hospitals are no longer the culinary wasteland of yore.Indeed, these days, not only do patients at ParkwayHealthhospitals get a wide choice of cuisine, they’re also giventhe opportunity to savour gourmet dishes prepared byaward-winning culinary professionals such as ExecutiveSous Chef Tan Lai Horng, who won the silver medal inlast year’s Mondial des Chefs de la Restauration Collective— a prestigious international competition for those in theinstitutional catering field.We caught up with Chef Woo who, prior to working atMount Elizabeth Hospital honed his skills at the OrientalHotel in Singapore and spent two years working on boarda private yacht in France, to find out more about thisunder-appreciated field.What’s on the Menu?It’s time to rethink all those stereotypes you have about hospital food.From left to right: Executive Chef Richard Woo with Executive Sous Chef Tan Lai HorngThe patients in the hospitalare no different from thecustomers in a restaurant.There’s a longstanding belief that hospital food is oftenunappetising. How do you feel about this?A lot of people claim that hospital food is [bland] but to us,it’s our duty as a chef to bring the best to [our patients].Almost everyone in the kitchen is from a restaurant or ahotel. The patients in the hospital are no different fromthe customers in a restaurant. We’re here to feed and servethem a good and proper meal; for instance, you’ll find thatwe use wine, butter and real cream in our continentalcuisine. We also have wine tasting, cheese, and canapés forcelebrations like Christmas.What kind of training do chefs working in hospitalsundergo?We go through a basic nutrition course conducted by oursenior dietitians and twice a year, we take a refreshercourse. This is very important because we deal withpatients who are on a special diet. In a hospital, we havepatients who may be on a low protein diet, so we have toknow [what they can eat and what they can’t] and how biga portion we can serve them. I also completed the ProchefCertification Level ll programme conducted by the CulinaryInstitute of America at Temasek Polytechnic and am nowan American Culinary Federation-certified Chef de Cuisine.

INNOvation16INNOvation 17ConnectConnectmeans, we don’t cook food and then chill it and reuse itdays later. We also have a time frame in this hospital. Forinstance, if we’re serving lunch at noon, we start platingthe food at 10 so that when it reaches the patient later,it’ll still be fresh.How do you define quality when talking about food?When you look at a dish, you should feel tempted to tasteit. It should be tasty and hot food should always be servedhot. After taking the first bite, you should want to take asecond and so on.In your 13 years as a chef in this hospital, what haschanged?The standards have gone up and our approach to food hasalso changed. When it’s time to design a new menu for thepatients, we sit down with a group of dietitians and chefs[from the various hospitals] to brainstorm and see what thepatient is looking for. It’s better to cook something theylike, rather than cook what we feel is our signature dish.What’s your most memorable experience?Ten years ago, a cancer patient called us to her room witha special request; she wanted a chicken cutlet with potatowedges on the side and tartar sauce. It was her last mealand the patient passed away the next day. Her relativecame down and said, “Chef, thanks for the food.” Eventhough it was a simple meal, we feel very touched whenwe get remarks like this.Pan-seared Dory Filletwith Coriander Sauce, Asparagus, Red Peppersand Parsley PotatoesWe also have a time frame in this hospital. For instance, if we’re serving lunchat noon, we start plating the food at 10 so that when it reaches the patient later,it’ll still be fresh.Patients often suffer from a loss of appetite aftersurgery or a long illness. Is there anything you do tohelp them eat?We understand that when a patient is on medication,their sense of taste is not as sharp as before. So whenthey tell us that the food is tasteless, we attend to thempersonally and observe what happens after this. In thenext couple of days, they usually tell us, “Wow, the foodis nice.” To be frank with you, the food is pretty muchthe same [as before]. Maybe they want somebody to talkto. I can understand that because it can get lonely beingall alone in the room.What options does a patient have at the hospital?We have a 14-day rotating menu. For lunch, they canhave a choice of Chinese, Western, vegetarian local food,[and more]. If the patient doesn’t feel like having such aheavy meal, we advise them to go for a softer diet. And ifthat is still too heavy for them, they can go for the lightdiet. In addition to that, our patients also have a choiceof dessert and beverage.If the patient is recovering from an illness or a surgery,we have a soft diet that incorporates the same nutrientsin a particular dish. For instance, if there are potatoes inthe dish, we’ll mash them and instead of pan-frying fish,we poach or steam it.Any special cooking methods you employ?We believe that whatever we cook here should be cookedfresh and served fresh. We don’t do chill blasting — thatIngredients120g dory fillet, trimmed and portioned20ml cream10ml white wine50ml fish stock10g butter5g chopped fresh coriander5g chopped tomato30g sautéed asparagus20g sautéed red pepper60g cooked potatoes tossed with chopped parsley1. Sear dory fillet in hot pan for about 4 minutes on eachside. Remove and keep warm.2. Bring fish stock to boil in sauce, add white wine andreduce the heat. Let the stock simmer for 6-9 minutes.Add the butter, cream and season to taste. Then add inchopped coriander and tomato.PresentationPlace the fish fillet on top of asparagus in the middle ofserving plate and top with sautéed peppers.Spoon coriander sauce over fish and parsley potatoes.

Cover story18cover story 19ConnectConnectThree CheersGleneagles raises its glass to its long service staff.Half a century of service excellence and contribution to healthcare inSingapore — this is what Gleneagles Hospital will be celebrating with prideand joy in 2009. Three others will have just as much to celebrate along withthe hospital. They are Mr Shamsuhadi bin Hj Taher, Ms Gor Boh Ngiangand Mr Kamsin bin Moslin, who will be commended for their steadfastloyalty and dedication to the hospital since its establishment in 1957. Nextyear’s celebrations will mark the 50th anniversary of the official opening ofGleneagles Hospital in 1959.From left to right: Mr. Kamsin bin Moslin, Mr. Shamsuhadi bin Hj Taher, Ms Gor Boh NgiangStep Back in TimeToday, with 380 beds, comprehensive medical facilitiesand numerous medical breakthroughs under its belt,Gleneagles Hospital is a regional healthcare hub. Part ofParkwayHealth, one of Asia’s largest private healthcareorganisations, the hospital was accredited in 2006 bythe Joint Commission International, the world leader inimproving the quality of healthcare.Back in 1957, it was a 45-bed nursing home calledGleneagles Nursing Home, set up amid political and socialuncertainties to care for the sick and the needy amongthe European as well as local communities. Dedicated menand women from our shores and beyond banded togetherat this nursing home to help its noble cause along. Amongthese are our three long-service employees.Starting from ScratchShamsuhadi (“Uncle Sham” as he is fondly addressedby colleagues) was a “kampong boy” from Kota Tinggi,Malaysia. He came to Singapore in 1955 with nothing butthe shirt on his back and a heart full of dreams. A yearlater, a friend in Singapore pointed him to a cleaner’s job atGleneagles Hotel (yes, Gleneagles was formerly a hotel). Hesuccessfully landed the job, and chose to remain when thehotel was converted into a nursing home. With little formaleducation and just $105 in monthly earnings, life was nobed of roses. However, the nursing home was a tower ofrefuge. It provided Uncle Sham with a means of livelihoodas well as direction in life. Over the years, Uncle Sham hasbeen promoted and worked as a pharmacy attendant, amedical orderly, and today he is a Mail Attendant handlingthe internal and inter-hospital mails for Gleneagles andParkwayHealth.Homely DevotionMs Gor Boh Ngiang was just 19 years old when she joinedGleneagles in 1959. Like Uncle Sham, this Singaporean alsohad little formal education. However, through sincerityand enthusiasm, she was given a job as a housekeepingassistant in the wards. In this role, she was very much likethe capable, loyal and beloved “amahs” in households inthe good old days – cleaning the “house”, preparing themeals and safeguarding the “family’s” well-being. Abouta decade later, Ms Gor or “Poh Leong” as everyone callsher, was transferred to the operating theatres and she hasworked there ever since.Ray of SunshineMr Kamsin bin Moslin had already worked in the hospital’skitchen for over nine years before he was transferred to theEndoscopy Department to be a medical orderly. Although

cover story20cover story 21ConnectConnectnot the cook, his kitchen days were still demanding. Heran cooked food from the kitchen to the many wardsthree times a day, and that’s without taking tea breaksinto account – all in the name of satisfying patients’appetites. Mr Kamsin’s medical orderly job scope wasdifferent, but by no means less demanding. Now, insteadof running food, he ran patients between wards andspecialist departments. Throughout all these, Mr Kamsinis never seen without a smile on his face, and is everwilling to lend a helping hand. Today, he is the hospital’sEnvironmental Services attendant.AppreciationThese days, average employee loyalty lasts about five years.So, what motivated Uncle Sham’s, Ms Gor’s and Mr Kamsin’senduring commitment to Gleneagles Hospital?“Contentedness,” chirped all three.“When I first started working here, the doctors, surgeonsand specialists all took time off to talk to me. Some evensaluted me for a job well done, although my work wasnot very complicated by nature. That made me feel good,”elaborated Uncle Sham. “Some of the older doctors are nowin private practice. Whenever they come back to visit, theystill call out ‘Uncle Sham, you are the best!’”Lately, family membershave been encouragingthe trio to retire andenjoy their golden years.However, none of thethree are contemplatingthe option.RespectAsked if they feel a little odd being among the oldestemployees at the hospital, Uncle Sham says, “No. Thereis respect with age.” Ms Gor feels they may not move asquickly as the younger staff, but age and experience allowthem to help solve problems. Mr Kamsin simply laughsand says, “No one has told me that I’m old yet.”RelationshipsAnother loyalty-motivating factor is family ties. Encouragementand support from family members could neverhave replaced the prospect of more money with any otheremployer. Having joined Gleneagles as young adults, thethree have matured along with the hospital and are nowproud grandparents. Uncle Sham, 73, is a grandfather of 10;Ms Gor is a grandmother of three, while lucky Mr Kamsin,67, is already a great grandfather!Lately, family members have been encouraging thetrio to retire and enjoy their golden years. However, noneof the three are contemplating the option. In fact, theyhope to continue working with the hospital as long astheir health permits and they are needed. “Besides, if I stayat home and stare at my wife every day, we will surelyquarrel,” jokes Uncle Sham.

cover story22cover COMMUNITY story 23ConnectConnectEverlasting MemoriesWhile Uncle Sham enjoys being appreciated by every levelfor his efforts, Ms Gor will always be able to look backon the days when each of her three grandchildren weredelivered at the hospital – her workplace and second home.For Mr Kamsin, it is also about many happy moments,but more so about the good feelings associated with hisemployment at the hospital. Such is the enviable happyaura surrounding Gleneagles Hospital as an employer.For our trio, 50 years of service with Gleneagles Hospitalhas been one long and happy experience where work andpersonal lives have intertwined and continue to do so. ForParkwayHealth and Gleneagles, being a caring employerhas attracted and retained good employees like our threeveterans, which has translated to excellent patient care.Here’s “Cheers!” to many more years of happy memories atGleneagles Hospital.Some of the older doctors are now in private practice.Whenever they come back to visit, they still call out‘Uncle Sham, you are the best!’

Excellence24Excellence 25ConnectConnectThe China WayWe shed some light on ParkwayHealth’s presence and services in Shanghai.We take a look at healthcare service trends in Shanghai(ENT), orthopaedics and sports medicine, dermatology, andcalls for appointment scheduling and enquiries. It providesTo inform and educate those concerned, we mainly usewith Dr Jeffrey Staples, President of the North Asia Divisionobstetrics and gynaecology (OB-GYN).a key interface with our patients and a vital resource ofour website, e-newsletter and magazine. Our website isin ParkwayHealth and Barry Clogan, Vice President ofOur family and paediatric practices are very strongfeedback. As our call centre team is staffed by nurses weone of the best tools as it allows us to act more promptlyMarketing and Communications for China operations, asand appeal to the large number of expatriate familiesare able to give guidance to the patient as to the correctto any given situation. We also have close ties with thethey give insight into ParkwayHealth’s presence and servicesnow living in China. We do also see a number of Chinesespecialist for them.international schools and community groups. In mostin the country. We also delve into health and food scarepatients especially in our Women’s Health and Birthingcases where our doctors have written informative piecessituations and how ParkwayHealth handles these issues.centres. Over the past year, we have added a range of newAre there any trends among treatments patients opt for?about any particular health scares, we ensure that thisspecialties at our Tomorrow Square clinic. This increasedStaples: The most pressing concern for most expats isinformation is distributed to our patients with the help ofWhat is the typical profile of a patient who comesoffering has made it easier for international employees towhether they would choose to have children in Shanghaiour community partners and the schools.through the doors of ParkwayHealth hospitals andavail of these services in Shanghai as opposed to travellingor return to their home country. As the quality of care andOur goal is to become the health resource of choicefacilities?to their home country.services has improved in China, more and more womenfor expats in China. In order to achieve that we need toStaples: ParkwayHealth in China caters mainly to theBesides Shanghai, we also have a Medical Centre inare choosing to have their baby in Shanghai. This is in noconstantly improve our e-newsletter content, improve ourexpatriate market. In Shanghai we have a very diverseChengdu which offers a comprehensive range of treatmentssmall part due to the great work undertaken by our verywebsite and ensure we react to situations promptly. Wecustomer base. There is a large American population whichand services such as family medicine to cardiology andexperienced OB-GYN team who, earlier this year, renovatedalso need to ensure we have open lines of communicationmakes up a considerable amount of our customers, andpaediatrics, to name a few. We also offer alternativeour clinic and created six new labour delivery rooms.with our community and corporate members.we also have some French and German doctors who catertreatments such as acupuncture.to a fast growing European population. Our Mandarin CityVarious health scares such as SARS in 2004, an outbreakDoes ParkwayHealth have plans to expand or developclinic caters to the vast number of Japanese expatriatesHow does ParkwayHealth identify patients’ needs andof Hand, Foot and Mouth Disease affecting childrenservices in any area of healthcare in China?in Shanghai.match them to the services and treatments offered?and the widespread incident of melamine-tainted milkStaples: We are always looking to add some specialties orClogan: With a growing expat population we ensure weformula and food products have been major healthservices where we believe there is demand. This year weHow do these centres cater to the clientele in Shanghai?have regular contact with all the community groups andscares affecting the Chinese population in recent years.have added ENT, podiatry and dermatology. Next year, weStaples: We have clinics in very good locations throughoutassociations operating in Shanghai. With this feedbackWhat does ParkwayHealth do to assure patients and thehope to expand our services for allergy related illnesses andthe city which appeal both to the suburban mom and towe have developed a range of different services to meetpublic of their safety in these situations?behavioural medicine.the downtown executive, as our medical, surgical and dentalthe needs of our customers. We recently launched a newClogan: In recent months we have had a number ofWith more competition and a changing economiccentres are located in areas convenient for patients, as areENT service with our German specialist, Michi Baum. Wehealth concerns that our patients tend to be worriedenvironment, we must work very hard to ensure ourour speciality centres.are also very lucky to have a Community Advisory Boardabout. Our physicians have written many articlesplace in the Chinese market. ParkwayHealth is the mostIn our suburban clinics we focus mainly on familycomprised of members of the community who are leadersabout the contaminated milk situation for our monthlyaccessible network in Shanghai with the most overseaspractice and paediatrics. Each clinic includes a self-containedof their groups or associations. We find this a very valuablenewsletter to inform patients, and we have held talks attrained and international doctors. Combining this with alaboratory and pharmacy. Our downtown clinics focus oninsight into the requirements of our customers. Our 24-international schools and kindergartens as well as withtop quality service will ensure we remain the provider ofspecialties including ophthalmology, ear-nose-and-throathour call centre is the fulcrum of our business, taking dailyour community partner.choice to our patients in the longer term.

Excellence26Excellence 27ConnectConnectAbove and BeyondParkwayHealth’s journey to excellence.ForgingAheadParkway Holdings is awarded for itscommitment to creating a culture of lifelonglearning in the workplace.Parkway Holdings emerged as one of six winners in the CorporateCategory of the Lifelong Learner Awards 2008 — organised byMediaCorp in collaboration with the Workforce DevelopmentAgency and partners NTUC and Spring Singapore.The award — in recognition of ParkwayHealth’s creationof a work environment which encourages learningand productivity — was presented to Mr Dan Snyder, GroupExecutive Vice President and Chief Executive Officer.In accepting this award, Mr Snyder said “ParkwayHealthis a learning organisation, constantly striving to understandhow to improve ourselves. We strongly encourage our peopleto develop themselves during their careers at ParkwayHealth,and we invest in their journeys of lifelong learning, so thatthey can become more effective professionals in carrying outour mission of making a difference in people’s lives throughexcellent patient care.”Ms Ann Yong, Group Senior Vice President of PeopleResources added that “Beyond both in-house and externalcourses and skills upgrading programmes for ouremployees, ParkwayHealth also has formal and informallearning through mentoring, on-the-job coaching, andimpact planning within work teams under our employeeengagement programme.”As part of ParkwayHealth’s talent development initiative,the company has rolled out the Healthcare ExecutiveResidency Programme for people who are inspired toestablish a career in the field of healthcare. ParkwayHealthhas also implemented the performance managementprocess, which encourages openness in communicationbetween supervisors and employees, so that they can jointlyassess performance and identify the employees’ learningand development needs.Ms Guna D., Senior Nurse at Mount Elizabeth Hospital,who has been with ParkwayHealth for 17 years, is one ofmany employees who has benefitted from the organisation’spro-learning policies. “Over the years, I have gone formany courses and upgrading programmes, including acompany-sponsored diploma in nursing course at NanyangPolytechnic, allowing me to acquire new knowledge andimprove my skills. Ultimately, it is the patients who benefit,as I am able to apply what I have learnt to provide themwith better quality of care,” she explains.Shining GoldParkway Hospitals Singaporeand Parkway Shenton wontheir first Gold Awards in theSingapore HEALTH (HelpingEmployees Achieve Life-Time Health) Award 2008 —organised by the Health Promotion Board to give nationalrecognition to organisations with commendable WorkplaceHealth Promotion (WHP) programmes.Parkway Hospitals Singapore and Parkway Shenton haveinitiated numerous programmes to encourage staff to leadhealthy lifestyles, including pilates, salsa and qigong lessons,an in-house Vertical Marathon and a bowling tournament.Some ParkwayHealth employees who have benefittedfrom these health programmes admitted that beforethe introduction of such programmes, they used to leadthe inactive lifestyle of typical office workers. Todaythey go to fitness clubs to workout regularly thanks tocompany subsidies, and get to try out new and differentsports and activities like kickboxing and yoga, as part ofParkwayHealth’s BodyHealth initiative.Most Popular PosterRecently, the Ministry of Health held its 5th NationalClinical Quality Improvement Poster Competition, andthe 42 finalists’ posters were exhibited at the Ministry’sClinical Quality Improvement Conference, which ran from13-14 October 2008, at the Suntec Convention Centre. DoingParkwayHealth proud was the team from Mount ElizabethHospital, who clinched the Most Popular Poster awardfor their work on Omission of Medications. The 750-oddparticipants at the conference were invited to vote fortheir favourite poster and it is clear from the results thatParkwayHealth’s poster was the most popular choice.Noting several cases of medication omissions in Wards11 and 13 of Mount Elizabeth Hospital in 2007, the teamrepresented by Dr Patrick Tan, Angeline Tham, Teow GeokEng, Haryani, Charlotte Tan, Gary Finck, Loh Woon Yee,Joyce Goo, Perlyn Chen, Marlyn Maddatu and led by SisterHaryani of Ward 11, decided to study the problem andfigure out how it could be eliminated.LIFE Ads Garner AwardParkwayHealth commissioned an advertisement publishedin several Singapore Press Holdings (SPH) newspaperswhich won SPH’s Advertisement of the Month award forthe month of May.These “LIFE” advertisements were subsequently chosenby SPH staff members as the best advertisement for themonth of May in the organisation’s monthly employee poll.Ms Rosanna Cil, ParkwayHealth’s Chief CommunicationsOfficer, said “The campaign was designed to distinguishParkwayHealth as Asia’s leading healthcare providerthrough its approach, ambition and attitude towardsmedical services and patient care. It focuses onParkwayHealth’s belief in only first-class healthcare,showcasing the organisation’sdedication in providing thebest specialist expertisecoupled with the mostadvanced medical technologiesto achieve the finest clinicaloutcomes.”The “LIFE” advertisementwas conceptualised anddesigned by the GroupCorporate Communications team and Ogilvy Healthworld,Singapore as part of a series of seven advertisements forParkwayHealth’s global brand campaign.

Confidence28Paprika_ParkwayAd_A.ai 12/15/2008 2:58:27 PMConnectMastering ConversationA walk through ParkwayHealth’s new tool for effective communication.Congratulations toon the launch of Connect.We would have sent champagne but alcohol isn’t good for health.S ituationB ackgroundA ssessmentR ecommendationWarm wishes from Paprika Global.We bridge the gap between healthcare providers, pharmaceutical companiesand consumers. We are the specialist in Healthcare Communication Services.SingaporeMalaysia11B Mount Sophia #B1-08 Singapore 228466 8th Floor, MUI Plaza, Letterbox 51, Jalan P Ramlee, 50250 Kuala LumpurVox 65.6339 8850 Fax 65.6339 8113Vox 603.2141 6110 Fax 603.2142 6110By now, all of us should have heard of the SBAR (Situation-Background-Assessment-Recommendation) technique ofSBAR is to facilitate effective communication and ensurepatient safety. For nursing staff, nurse leaders have begunwww.paprikaglobal.comAn Associated Company of Fleishman-Hillard Inc.communication. However, some of us may not be as familiarimplementing SBAR On-the-Job training and facilitatedwith it as others. Essentially, SBAR is a standardised methodnurses’ use of SBAR through scenarios and role plays.for concise and factual communication which allows allNext up is the Assessment, or stating how you thinkparties to have common expectations when discussing athe root of the problem can be solved. For the specificsituation and/or problem.problem in question, we could make the Assessment thatPerhaps the best way to understand how SBAR workswe need to find a simple and effective way to inform ouris by going through a “live demo,” as it were, of itsstaff about SBAR.steps. So here’s how we would apply SBAR to a situationFinally, we have the Recommendation, which is simplywhere “some ParkwayHealth employees are not familiarwith SBAR.”Firstly, we should start with the Situation, by statingwhat you think should be done to rectify the situation.And in this case, that Recommendation would be to makeuse of this magazine, which is sent out to all our staff, toThe creation of a thousand forests is in one acorn.Ralph Waldo Emersonthe problem to be solved, or situation to be resolved.introduce SBAR to them.In this case, the Situation is that a Standard OperatingPolicy on “Hands-off Communication” has been effectiveas of 1 November 2008 (available via the Intranet under“Policies & Procedures >> Corporate >> Nursing & Learning”)requiring all ParkwayHealth employees to embrace thismethod of communication both in clinical and non-clinicalThe purpose of introducing SBARis to facilitate effectivecommunication and ensurepatient safety.Where others see a blank canvas,an artist sees the beginnings of a masterpiece.And where others see a rock formation,a sculpter sees an intricate statue waiting to be revealed.At Meta Fusion, we see possibilities beyond the obvious,this propels us to continually create fresh and innovative designs for our clients.Meta Fusion. Beyond design.conversations. However, not every employee is familiarAnd there you have it, the SBAR technique inwith the SBAR method.action. Beyond the hospitals, it can be utilised in allWe then proceed to the Background, which is an analysisinterdisciplinary or interdepartmental communicationsof the historical conditions leading up to and causing theSituation. Here, the Background would be that SBAR is atool that was only recently introduced to ParkwayHealth,and can also be used by management teams to exchangeimportant information in a succinct and effective manner.In summary, SBAR is an extremely useful and effective283 Outram Road S169068T 65 6579 0000F 65 6579 0029W www.metafusion.com.sgthus there has not been enough time to fully instruct all thecommunications tool and all of us should try to make usestaff on how to make use of it. The purpose of introducingof it in the course of our work.CCIS corporate_ad_final_A5_landscape.indd 112/16/08 12:41:40 PM

Confidence30Confidence 31ConnectConnectThank you for taking the time to chat with us, DrLim. First of all, as we move into the New Year, isthere anything you would like to say to our readers,the employees of ParkwayHealth, and what are yourwishes for 2009?Well, definitely I want to wish all of our staff a very HappyNew Year, and I hope it will be a prosperous, fruitful andrewarding year for all of us, and for ParkwayHealth. 2008has been a rather eventful year; my wish in 2009 is to seea less turbulent year on the global economic front andfewer natural disasters.What is the direction in which ParkwayHealth will beheaded in 2009?ParkwayHealth, like all other companies, will be preparingourselves for a global economic storm. We will be developingour capabilities to enable us to better serve our patientsand develop future market opportunities more effectivelyfor long-term regional growth, ensuring that the Groupemerges stronger from this turbulent period.In 2009, besides continuing to provide the bestpossible clinical care at our existing hospitals, our keypriorities will include forging ahead with constructionand development of our Novena hospital, and workingwith our partners in Abu Dhabi on the upcoming DanatAl Emarat hospital.Up Closeand PersonalWe sat down with Dr Lim Cheok Peng,Managing Director, Group President andChief Executive Officer of Parkway Holdings,to find out more about his hopes andplans for the company and its employees.Does that mean that we can expect more managementdeals similar to the one to manage a hospital inAbu Dhabi?Certainly, if the opportunity arises and if it makes businesssense, Parkway will capitalise on such opportunities. Afterall, The Business Times did recently call the Group “theRitz-Carlton of hospitals”! So we will definitely continue toexplore such business opportunities as they arise.ParkwayHealth is internationally renowned forour clinical outcomes, especially when you considerthat our outcomes exceed international benchmarkingstandards. That, plus the expertise of our doctors and ourexperience with international patients also contributed toParkwayHealth being chosen by our Abu Dhabi partnersto manage the Danat Al Emarat hospital, and we areconfident that we will be able to attract more invitationsfor international collaborations.Such collaborations will allow us to export ourinternational expertise and expand our brand footprint,building up recognition of our “ParkwayHealth”master brand.There has been talk that Parkway is having somefinancial concerns. What are your views on this?Let me state here categorically that Parkway has alwaysbeen prudent in managing our resources, thus we are notin any sort of financial trouble. I wouldlike to assure all of our employees andshareholders that Parkway’s financesremain healthy and our developmentprojects will be executed in a timelyand prudent manner.The recent optimisation ofcorporate services and Singaporeoperations has led to peopledoubting our business capabilities.What are your thoughts?I’d like to urge all of our employeesnot to be worried over such rumours.We remain committed to our newhospital at Novena, as well as to allour other hospitals in Singapore.Thus, in 2009 and over the nextfew years, we will be upgrading ourSingapore hospitals progressively toensure that our premier hospitalscontinue to deliver the best patientcare and clinical outcomes. In fact,renovations at East Shore have alreadystarted since November 2008 and weWe are committed toour existingSingapore operationsand expandingour network.of the many pre-emptive measuresthat we are taking to enable theGroup to navigate through currentmarket challenges, increase ourfuture competitiveness and buildon our leadership position inproviding the highest quality ofpatient care and clinical outcomesfor all patients. Other measures wehave been implementing includemaximising operational synergybenefits from site to site across Asia,implementing economies of scalethrough centralized procurement,optimizing labour productivity, andfreezing overall business travel.Before we end, do you havelast words for the staff ofParkwayHealth?I’d like to thank all of our staff, doctorsand partners in Parkway for being sosupportive of the organisation and Ilook forward to your continued support.I want to assure everyone that we arehave also recently completed renovations of a maternity already looking beyond the economic gloom to brighter daysward in Gleneagles Hospital. Our new hospital at Novena ahead. Thus, we have implemented Project Parkway 2013,will strengthen our network of hospitals in Singapore with a working team, Team Radix (Latin for ‘new beginning’),and provide our doctors with an even wider range of who is committed to reinventing ParkwayHealth for 2013services and facilities within the ParkwayHealth system. and propelling us into that year and beyond as the globalUpgrading our Mount Elizabeth Hospital will be carried leader in value-based integrated healthcare.out progressively once Novena is commissioned. Mount Specifically, Team Radix is looking into improving theElizabeth Hospital will continue to attract regional ways in which we source for supplies and pharmaceuticals;patients as we have the best specialists there and we contract for services; measure and manage the productivitywill support them and uplift Mount Elizabeth to a world of our processes; and invest in information technology so asclass hospital.to allow us to work smarter, not harder.The reduction in workforce does not mean that With Team Radix on the job, I believe we can all lookthe management has a hidden agenda of getting rid forward to a bright and promising future for Parkway.of Parkway’s hospitals in Singapore. Instead, it is one Parkway will emerge stronger and better.

GLOBAL LEADERSHIP32GLOBAL LEADERSHIP 33ConnectConnectA Bright FutureParkwayHealth celebrates the upcoming flagship Novena hospitalat its groundbreaking ceremony.If there is at least one good thing about the currenteconomic situation, it has to be the falling constructioncosts in Singapore, which is nothing but good news forParkwayHealth’s flagship hospital at Novena. The upcominghospital, which lies on a 1.7 hectare plot of land at thejunctions of Novena Terrace and Irrawaddy Road and is setto open its doors to the public in 2011, had its groundbreakingceremony on 11 November 2008.Good weather graced the important occasion, whichwas a key milestone in ParkwayHealth’s 30 years of hospitalmanagement. Guests at the groundbreaking ceremonyincluded the Minister for Health, Mr Khaw Boon Wan, whowas also the Guest of Honour; members of ParkwayHealth’ssenior management, including Mr Richard Seow, DrLim Cheok Peng, Mr Dan Snyder and Dr Goh Jin Hian;representatives from government agencies such as theThis is about the best time to build ahospital; we have more time, and ourhands are not so tied with operationalproblems, so we can pay moreattention to the construction.Novena Hospital based on artist’s impressionEconomic Development Board and the Ministry of Health;key personnel responsible for the design and constructionof the hospital such as the architects from Hellmuth, Obata+ Kassabaum; representatives from financial institutionswho provided the funding for the hospital; members of themedia; and last but not least, ParkwayHealth’s very ownveteran staff who have been with the company for at least30 years, in recognition of their long service.At the event, Mr Khaw was led by ParkwayHealth’ssenior management through exhibition panels with artistimpressions of and information about the new hospital.Mr Richard Seow briefed Mr Khaw on the features of thehospital, which include the utilisation of state-of-the-artmedical technologies to improve clinical outcomes, improveaccess and accuracy in patient records, and minimise therisk of human error in medical treatment.Patients can also expect to see the new hospital equippedwith innovative features across all business functions,including digital records, Radio Frequency Identification

GLOBAL LEADERSHIP34GLOBAL LEADERSHIP 35ConnectConnectNoveNa HospitalADMINA & EADMINDININGRETAILTOILETADMINRETAILCONF.ROOMSAT LABENERGYCENTERRETAILADMINESCALATORRETAILLOBBYIrrawaddy RoadThe hospital is set to provideworld-class healthcare for bothSingaporeans and foreign patientslooking for high quality,affordable healthcare.N+114.2 NPlan of hospital based on artist’s impressionEntry Level and Site Plan(RFID), automated bedside terminals and a central physicianorder entry system to ensure NoveNa more efficient, Hospital higher qualityhospital; aiming to focus on oncology, heart and vascular,musculoskeletal and surgery specialties, the hospital is setParkwayHealth is positive that the new hospital’s emphasison innovation and ParkwayHealth’s reputation as a premiernot so tied with operational problems, so we can pay moreattention to the construction.”healthcare. The hospital’s patient experience will be furtherto provide world-class healthcare for both Singaporeansprovider of healthcare services will be able to attract notAs Mr Richard Seow shared with guests during theenhanced by a patient-centric workflow and physical spaces,and foreign patients looking for high quality, affordableonly local patients, but also patients from all over theceremony, ParkwayHealth’s new hospital at Novena issuch as its rooms, which are all single-occupancy, as wellhealthcare. What’s more, in keeping with its mission toworld. Indeed, ParkwayHealth has been working hard athighly significant, not just for ParkwayHealth, but also foras patient-floor balconies and gardens, to promote a bettermake a difference in people’s lives through excellent patientdeveloping non-traditional sources of patients like Russia,Singapore: it will provide unprecedented levels of patienthealing environment.care, ParkwayHealth is committed to attracting the bestBelarus, Ukraine, Kazakhstan, Bangladesh, the US, Canadacare, a greater choice of high-quality, patient-focused careTowards the end of the ceremony, Mr Seow and Mrhealthcare professionals — experienced consultants, nursesand the Middle East.and a first-class patient experience, and serve the needs andKhaw broke ground for the new hospital by symbolicallyand managers — who will deliver the best medical care to allSpeaking to members of the press at the groundbreakingwell-being of patients in Singapore, the region and aroundplanting golden shovels in sand, marking the official startthose who seek treatment at its hospitals.ceremony, Dr Lim remained unfazed by the economicthe world. ParkwayHealth is thus looking forward to theof construction.Despite the current economic downturn possibly havingslowdown and observed, “This is about the best time toofficial opening of the Novena hospital, which will markThis is an exciting time to be expecting this newa negative effect on Singapore’s medical tourism numbers,build a hospital; we have more time, and our hands areanother major milestone in the history of ParkwayHealth.

kudos36Connectkudos 37ConnectKudosPatients extend their warmest accoladesto ParkwayHealth staff.Compliments to Staff of Operating Theatre,Gleneagles HospitalI would like to commend the staff at the OperatingTheatre. Despite the heavy schedule, the staff had beenmost reassuring and simply fabulous when I was at theOT waiting area.Compliments to CS Lai Ah Moi, Gleneagles HospitalWe would like to express our thanks to Clinical Sister LaiAh Moi for her patience in advising us in detail on how tocare for our baby. She also shared suggestions on manyother practical issues, which might not be addressed insimple training courses.We believe that she is one of the best staff in promotingservice excellence in the hospital.Compliments to 8West, Gleneagles HospitalI would like to express my gratitude to all the nurses foryour excellent service and assistance. Special thanks foryour help and understanding regarding messages thatI received in hospital from my daughter. I am extremelyappreciative of your professionalism.Compliments to Mr Selamat Ismail,Mount Elizabeth HospitalI would like to highlight my satisfaction with my dealingswith him over several occasions. He is a caring, patient,well-mannered, cheerful, thoughtful, helpful, considerateand professional staff.A great asset to the organisation!Compliments to Ward 3B, Ward 5A & Ward 10,Mount Elizabeth HospitalI would like to convey my commendation andappreciation to all the nursing staff at Ward 3B, Ward 5Aand Ward 10. All of you have displayed excellent nursingstandards, care and concern during my hospitalisation.Compliments to Ms Rui Qian, Ward 3A,Mount Elizabeth HospitalI would like to compliment SN Rui Qian on herprofessional image and treating patients with careand concern despite being scolded by them.My heartfelt thanks to all nurses!Compliments to ICU & Ward 5A, Mount Elizabeth HospitalI would like to convey our deepest appreciation to all thenursing staff of ICU & Ward 5A who have taken good careof our mother.Our compliments to the staff of ICU for their patiencein explaining to us the questions we asked. Your greatencouragement and support is greatly appreciated.Our gratitude to all the nursing staff at Ward 5A forhelping to keep my mother clean at all times andyour smiley faces which made my mother laugh. Yourcontributions have enabled my mother a speedy recovery.Sincere thanks to all!Compliments to Fonnie Lo Wing Fong, Ward 3A,East Shore HospitalI would like to thank Parentcraft nurse, Ms Fonnie Lo WingFong for her wonderful service, helpfulness and going theextra mile in helping us.East Shore HospitalI would like to express my gratitude to several departmentswho attended to my needs. My son was admitted to ward3B on 12/11/08. I was also admitted on the following day.In Ward 3B, I would like to thank Mrs Lim for the specialarrangement for me to be admitted in the same ward asmy son. She also suggested me to downgrade so that I cannurse my son at the same time. I feel so grateful to her asI am feeling really sick and could not analyse the situation.Mrs Lim went the extra mile to cut costs for me. Also, specialthanks to all the other staff in ward 3B; their patience anddedication of care has seen us through recovery.IN A&E department, I would like to thank Dr ER and DrRaj for attending to me. Dr Raj has been very patient andinsisted on my admission even when I refused. Also,I would like to thank all the staff for their prompt servicein attending to my needs. I would also like to thank DrMalathi for attending to my son and helping to nurse himback to health. I would like to thank Dr M Doshi for nursingme back to health.I appreciate Sister Wong Y Y for coming to see me in A&Eupon learning that I need to be admitted. She gave the greenlight for me to be admitted in ward 3B. Also, I would like tothank all my fellow colleagues in the labour ward for takingtheir time to visit me. I am so proud to be an East Shorian.

38ConnectEnjoy these great offers available to ParkwayHealth staff.10% off on à la carte items.Simply present your staff pass to enjoy the discount.For more such great deals go to our Intranet website.Get a 10% discount on a single receipt ofup to $200 and a 15% discount from $201onwards when you present your staff pass.39ConnectTerms and ConditionsAvailable at Gleneagles & East Shore Hospital outlets only. Not valid with other vouchers, promotions, discounts, and/or privileges.For reservations, please call 6341 7980Spice Junction126 Race Course RoadSingapore 218585FREE $10 top-up card with every $15 M Cardor $30 Super Top-Up Card purchase!Enjoy a 25% discount at Pontini, Cafe Brio’s andThe Piano Bar when you present your staff pass.Simply present your staff passat any M1 shop to enjoy this offer.Terms and ConditionsM Card and top-up cards must be registered and activated at point of purchase. Other terms and conditions apply.Offer valid from January to 31 March 2009.Terms and ConditionsNot valid on the eve of and on public holidays. Prior reservations required. Please call 6233 1100 andquote “ParkwayHealth Privileges”. Valid till 31 March 2009. This offer cannot be used in conjunctionwith other promotions, special events, seasonal offers and privilege discount schemes organised bycredit/charge/discount cards. This voucher can be redeemed from Mondays to Thursdays only.Grand Copthorne Waterfront Hotel392 Havelock Road, Singapore 169663Tel: 6733 0880 Fax: 6737 8880www.grandcopthorne.com.sgGet a 10% discount for staged liveperformances when you presentyour staff pass.Enjoy promo prices when you quote ParkwayHealth.Call Lifestream Group at 6535 7333.STORY OF A RABBIT by Hoipolloi (UK)18-21 February 2009 | 8pm 21 February 2009 | 3pmCAKE by Ladykillers (Australia)19-22 March 2009 | 8pm 21-22 March 2009 | 3pmStrange Resting Places by Taki Rua Productions (New Zealand)26-28 March 2009 | 8pm 28 March 2009 | 3pmNot applicable with other discounts• Supports immune andrespiratory system• Supports healthy bodyfunctions• Suitable for all ages• Halal certified and suitablefor vegetariansNOW $69.90 (UP $81.40)Award-winning cordyceps in Watsons and Unity (2006, 2007, 2008)Japan’s AFC Ultimate Visionprotects eye cellular structureagainst the damaging effectsof free radicals and UV rays. Itrelieves eye dryness, fatigue andreduces the risk of developingage-related eye conditions.NOW $59.90 (UP $67.20)AFC Ultimate Vision - 25mg FloraGLO ® LuteinNational Museum of Singapore, 93 Stamford Road,Singapore 178897, Tel: 6332 3659 / 6332 5642www.nationalmuseum.sgValid until 31 March 2009. Free delivery with every purchase. Visit www.lifestreamgroup.com

happy snaps40ConnectParkwayHealth HeroesDo you work with someone who hasachieved something extraordinaryat ParkwayHealth?One of our core values is Excellence. Thismeans going above and beyond the call ofduty. If you know of someone who has madea unique, creative or enduring contribution,tell us. Captain Dan and a committee —composed of senior ParkwayHealth executives— will review the nominations.The winner and the person who nominatedthe winner will each win an attractive prize.Send us an email at:grpcorpcomms@parkway.sg and nominatea deserving co-worker or team!Bright Sparks!Promoting innovation and excellenceat ParkwayHealthHappy Snaps!In the next and subsequent issues ofConnect, we would like to dedicate thispage to you and feature fun photos ofyourself and your colleagues. This will beyour opportunity to share those happymemories with everyone.We welcome you to send in your favouritephoto. The winning entry will receive adelightful token of appreciation.Please send in your entries by 1 March 2009 togrpcorpcomms@parkway.sg, or Group CorporateCommunications, Parkway Group Healthcare Pte Ltd.,#16-02, 111 Somerset Road Singapore 238164.You can also upload them onto our Intranet pagevia the “Happy Snaps” link.We know you have great ideas on how wecan improve ParkwayHealth. Put on yourthinking caps and using your initiativeand creativity, tell us how your innovativesolutions will increase ParkwayHealth’scompetitiveness to deliver more costeffectiveprocesses at work.Submit your ideas via email with yourcontact details to Group CorporateCommunications at:grpcorpcomms@parkway.sgThe winning ideas will be published in thenext issue of Connect and the winner will begiven a prize by our CEO.

A Slice of LifeFULL COLOUR APPLICATION