Vision. Mission. Values. To be the industry leader in the delivery of compassionate and patient-centered healthcare

Transcription

1 Y E A R I N R E V I E W

2 Vision To be the industry leader in the delivery of compassionate and patient-centered healthcare Mission To deliver compassionate and high quality holistic care regardless of race or religion, guided by Christian values and the moral teachings of the Catholic Church Values Compassion Attentiveness Respect Integrity

3 MOUNT ALVERNIA HOSPITAL YEAR IN REVIEW

4 Message from OUR Chairman 2012 was a busy year for Mount Alvernia Hospital. We remained the maternity hospital of choice for many couples, with more than 6000 babies delivered during the year, up 7.5% over the previous year; and in other non-maternity related procedures, we held our own with 15,751 surgeries performed in the year and patient days increasing by 2.9% over the previous year. During the year, the hospital building also went through great physical transformation as we pushed ahead with major renovations and commenced work on a new multi-storey building to house more specialist clinics and provide additional parking space. The current phase of developmental work is the prelude to major infrastructural enhancements to increase capacity and meet the demands of a growing and ageing population in the years to come. Mount Alvernia Hospital was built in the 1960s and re-development is required to take us into the future. The lobby and entrance area was dramatically changed with a new layout and enhancements to existing facilities. The Admissions & Business Office is now more open and inviting; the Retail Pharmacy has been re-located to the main lobby for greater customer convenience; and the hospital-run Café 820 now has a bigger seating capacity, and together with several eateries, offers a wider selection of food. New facilities introduced include a Patient Liaison Centre and a Heritage Corner. As the hospital pushes ahead with changes, we must not forget our humble roots and the pioneering spirit and determination which make dreams come true. The Heritage Corner showcases the history and achievements of the hospital, as well as pays tribute to the hospital s founding Sisters from the Franciscan Missionaries of the Divine Motherhood (FMDM). 4 Mount Alvernia Hospital Year in Review 2012

5 Today, Mount Alvernia is a modern and comprehensive 303-bed hospital which provides high quality and affordable healthcare to peoples of all races, religions and nationalities. But beyond bricks and mortar, the true bedrock on which Mount Alvernia Hospital stands, is a heart of service and humility that takes inspiration from St Francis of Assisi. The hospital s tagline of Serve all, with Love is a commitment to uphold the Christian values the hospital was founded on, and accord each and every patient dignity and empathy. Customer expectations have risen over time. Renovations do cause unavoidable temporary inconveniences. On this note, I d like to personally thank all our patients, doctors and staff for their understanding and continued support during the period of hospital development. We are proud to have amongst our staff shining stars who lead the way in compassionate and professional patient care. I would like to mention two outstanding Alvernians here Senior Staff Nurse Naw Pwint Hmone Oo, winner of the Ministry of Health s Nurses Merit Award 2012; and Nursing Officer Agnes Maria Dass, individual winner of the Singapore Service Excellence Medallion I would also like to acknowledge Dr Khoo Chow Huat who ended his term as the CEO at the hospital in December. Under his leadership, Mount Alvernia has grown from strength to strength, and on behalf of the Board and Management, we thank Dr Khoo for his contributions. Since 1 January 2013, the Board has appointed me as the Interim CEO. Ms Luna Lee came on board as the Deputy CEO on 1 February Overseas, our in-house publication My Alvernia picked up the APEX 2012 Award for Publication Excellence in the United States, joining the ranks of other notable winners such as The Walt Disney Company and SPH Magazines. Our expertise in healthcare has also enabled us to help others beyond local shores. In 2012, another regional information centre was opened, this time in Vietnam. New inroads to the region allowed us to conduct our first Community Outreach mass health screening in Ho Chi Minh City in November. All these accomplishments and good works would not be possible without the contributions of many. I would like to take this opportunity to extend heartfelt appreciation to the FMDM Sisters for their inspiration; my fellow Board Members and Members of various Board and Operational Committees for their counsel; the Divisional Directors; doctors, staff, patients and their family members for their continued support. George Thia Peng Heok Chairman Mount Alvernia Hospital Year in Review

6 Board of Directors chairman George Thia Peng Heok Mr Thia is a Certified Public Accountant and a Fellow Member of both the Chartered Association of Certified Accountants (UK) and the Singapore Institute of Directors. Currently he is a member of the Governing Council of the Singapore Institute of Management and a Trustee of the Community Cancer Fund and the National Cancer Centre Research Fund. In the past he has held several positions, in merchant & investment banking, stockbroking, plastic precision engineering & media content businesses, including Executive Chairman of MediaStream Ltd and Asia MatrixLtd; Executive Director of Kay Hian Private Ltd; Managing Director of Lum Chang Securities Private Ltd, Merrill Lynch International Bank Ltd and Morgan Grenfell (Asia) Limited. He continues to practise as a Director & Principal Consultant at Strategic Advisory Private Ltd and Phoenix Capital Private Ltd. He has also served as Independent Director/Commissioner in various public listed companies including PT Indosat Tbk. BOARD OF MEMBERS Sister Barbara Pereira Sister Barbara is currently serving as the Regional Leader of the FMDM Sisters in Singapore and Malaysia. She serves on the Boards of Assisi Hospice in Singapore and Mount Miriam Cancer Hospital in Penang, Malaysia. A Registered Nurse and Palliative Care Nurse, Sister Barbara has served in FMDM hospitals in Ireland, Gibraltar and the UK. Sister M. Cyrilla Sister Cyrilla is presently working as Mission Awareness Coordinator at Mount Miriam Cancer Hospital in Penang, Malaysia. A State Registered Nurse and Oncological Nurse, she has also worked as a Psychotherapist/Counsellor for the last 10 years in the UK and presently in Malaysia. Vincent Chen Wei Ching Mr Chen spent 17 years in the banking industry, initially with First National Bank of Chicago, and later with Bank of America and Banque Francaise du Commerce Exterieur. He co-founded Sidi, Chen and Associates, a financial advisory firm and since 1993 has been managing his personal and family investments. Currently he is also an Independent Director of ARA Trust Management (Suntec) Ltd the manager of the listed Suntec REIT. Mr Chen is active in the Rotary Club and also serves on the board or management committee of the Dyslexia Association of Singapore, Kwong Wai Shiu Hospital and Rainbow Centre. Maurice De Vaz Capt De Vaz is a pilot by profession who joined Singapore Airlines Ltd in 1963 and rose up the ranks to become Chief Pilot, Acting Assistant Director of Flight Operations and eventually Senior VP of Flight Operations. He retired from that position in January He has served as Chairman of the Singapore Flying College and the International Air Transport Association (IATA) Operations Committee; Director & Board Member of SIA Engineering Co; and Advisor to Qatar Airways, Pakistan International Airlines and JetAirways in India. He currently serves as a Board Director of Tiger Airways. 3 Mount Alvernia Hospital Year in Review 2012

7 Goh Choon Phong Mr Goh is Chief Executive Officer and a Board member of Singapore Airlines Ltd. Previous senior positions with Singapore Airlines included Executive VP of Marketing and the Regions, Senior VP Finance, Senior VP Information Technology and Senior VP Commercial Technology. He was also President of Singapore Airlines Cargo. Besides Mount Alvernia Hospital, he is a Board Director of SIA Engineering Company and a Member of the Board of Directors of the International Air Transport Association (IATA). Dr Ho Hon Kwok Dr Ho is a Consultant Obstetrician and Gynaecologist. He is currently serving as Chairman of the Medical Advisory Board at Mount Alvernia Hospital. He is a Fellow of the Royal College of Obstetricians and Gynaecologists, UK and a Fellow of the Academy of Medicine (Obstetrics and Gynaecology), Singapore. Lau Beng Long A veteran in hospital planning and management consultancy, Mr Lau has previously served at Mount Alvernia Hospital as Advisor (2010), Chairman ( ) and CEO ( ). He is currently the Managing Director of Sunway Healthcare Services, Malaysia, Chairman of Mount Miriam Cancer Hospital, Penang and Educare Centre, Port Klang, Malaysia. He is also a Board member of Assisi Hospice in Singapore. He is a Director of the Kasih Foundation and Hon. Adviser of N.S. Chinese Maternity Hospital in Malaysia. Prior to joining Mount Alvernia Hospital in 1993, he was the General Manager of Pantai Medical Centre in Kuala Lumpur, Malaysia ( ). From 1998 to 2000, he was the CEO of Sunway Medical Centre in Kuala Lumpur, Malaysia. Phillip Tan Eng Seong Mr Phillip Tan has been serving as Vice-President of the NCSS Board since Mr Tan has served in NCSS in various capacities since 1983 and contributes extensively in other charitable organisations, including Thye Hua Kuan (THK) Moral Charities Ltd, Tsao Foundation, the National University of Singapore (NUS) Board of Trustees and Mount Alvernia Hospital. He is a former partner at PricewaterhouseCoopers LLP and is currently the Group Financial Director of Citystate Capital Asia Pte Ltd. He is currently Chairman of the Yellow Ribbon Fund Committee and serves on the Boards and the Audit, Finance and Investment Committees of a number of statutory and charitable bodies. Mr Tan had been a past Chairman of the Insurance Committee of the Institute of Certified Public Accountants in Singapore and is currently a member of the Accounting Standard Council of Singapore. Mr Tan is also a Justice of Peace and has been awarded the Public Service Medal, the Public Service Star and the Public Service Star (Bar) Robert Wong Kwan Seng Mr Wong is a lawyer by profession and practises mainly corporate law with emphasis on Corporate Finance. He has acted as Solicitor in numerous initial public offers, rights issues, issues of debentures, takeovers, mergers and acquisitions and joint ventures. He also sits on various boards as an independent/nonexecutive director. He is a member on the panel of mediators of FIDREC. Dr Wong Sen Chow Dr Wong is a General Surgeon in private practice and a Fellow of the Royal Australasian College of Surgeons and the Academy of Medicine, Singapore. Prior to joining private practice, he was Consultant Surgeon at Tan Tock Seng Hospital and Singapore General Hospital. He has previously served as Chairman of the Medical Advisory Board at Mount Alvernia Hospital. Mount Alvernia Hospital Year in Review

8 Executive Team (L-R): Mr Michael Teo, Mr Goh Hock Soon, Dr Lee Hwee Huang, Mrs Annie Lim, Dr Khoo Chow Huat, Sr Linda Sim, Ms Grace Koh 5 Chief Executive Officer Dr Khoo Chow Huat Dr Khoo holds a Doctorate in Business Administration from Manchester Business School, University of Manchester, UK; an MBA jointly awarded by Northwestern University (Kellogg School of Management) and Hong Kong University of Science & Technology; and a BA (1st Class Hons) in Chemistry from the University of Cambridge. He is also a Chartered Management Accountant. Prior to joining the hospital, Dr Khoo was with the Singapore Administrative Service and has held appointments in operations, policy and planning in the Ministry of Information & the Arts, Ministry of Home Affairs, Ministry of Health and People's Association. Dr Khoo is also concurrently CEO of Assisi Hospice. Mission Awareness Co-ordinator Sister Linda Sim, FMDM As Mission Awareness Co-ordinator, Sr Linda works closely with the Executive Team to ensure the continuity and integration of the vision, mission, and ethos of the FMDM Sisters into the day-to-day life of Mount Alvernia Hospital and Assisi Hospice. Sr Linda joined the FMDM order in 1979 and was trained in England. She has served in a number of appointments, including Hospital Administrator of Mater Dei Hospital, Bulawayo, Zimbabwe. Director of Finance Mrs Annie Lim A fellow of the Association of Chartered Certified Accountants (UK), Mrs Lim was an auditor at Coopers & Lybrand, Singapore and has experience in accounting, finance and information systems in the travel and manufacturing sectors in Australia. As Director of Finance, she is responsible for the accounting and finances, materials management, management of information systems and business office operations of the Hospital. She is also responsible for the accounting and finances of Assisi Hospice. Mount Alvernia Hospital Year in Review 2012 Director of Corporate Development Goh Hock Soon Mr Goh holds a B. Soc. Sc (Hons) in Sociology from the National University of Singapore. He was previously with the Civil Service and has held appointments in the Ministry of Health and People's Association. His experience includes marketing and business development; research and statistics; and partnership and membership. As Director of Corporate Development, he oversees strategic planning, strategic marketing, marketing communications, physician relationship management, patient liaison services and community outreach. Director of Clinical Services Dr Lee Hwee Huang A trained and experienced medical practitioner, Dr Lee who graduated from the National University of Singapore, is in charge of clinical hospital administration. Under her charge, the Division of Clinical Services has expanded in breadth and depth to meet the demands of the specialists and patients, and to keep up with the advancements in technology and medical management. Director of Operations Mr Michael Teo Mr Teo holds a Bachelor in Health Administration from University of New South Wales, Australia. He was previously with the Ministry of Health handling the physical development projects of public medical institutions. As Director of Operations, Mr Teo oversees strategic physical development planning, building and engineering services, and the hospital s F&B services, housekeeping, and security. Director of Nursing Ms Grace Koh Ms Koh has a BA in Health Science (Nursing) from the University of Sydney. She is a trained Stoma Nurse. Her love for the elderly led her to do a post-basic course in Gerontological Nursing. As Director of Nursing, she oversees the entire nursing division of the hospital focusing on improving nursing standards, staff professional development, patient safety and quality service experience.

9 Key Figures Total Inpatient Admissions 22,978 Total Outpatient Visits 53,157 Total Surgeries Performed 15,751 Community Outreach (Total pax served) 5,013 Total Babies Delivered 6,016 Mount Alvernia Hospital Year in Review

10 New Doctors In 2012, the Hospital welcomed the following new doctors: Ophthalmology 7 Dr Cheryl Lee Medical Director & Consultant Surgeon, Pacific Healthcare Eye, Cataract and Retinal Specialist Centre MBBS (Singapore), FRCOphth (UK) Dr Lee has special interests in vision correction for short and long-sighted, cataracts, droopy eyelids surgery and medical retinal diseases. A consultant medical and surgical retinal specialist in London before her current appointment, Dr Lee received specialist training at Cheltenham, Cambridge and Bristol in the UK, the Bascom Palmer Eye Institute in Miami, Florida and the Pitie- Salpetriere Hospital in Paris. Dr Lee has been involved in laboratory research in retinal stem cells and was a clinical investigator for LUCENTIS (ranibizumab injection) in relation to the treatment of age related macular degeneration. Dr Lee is also on the expert panel for the Implantable contact lens TM. Dr Lee s academic accolades include the Gold Medal and Book Prize in Ophthalmology from the National University of Singapore, the Marie Comer Anglian Prize in Ophthalmology from the University of Cambridge, UK and the best lecturer of the year award in 2007/2008 from the University of Bristol, UK. She also achieved distinction in the Alcon Glaucoma UK Competition in Dr Kelvin Lee Consultant Ophthalmologist, Director of Glaucoma Services & Surgeries, Eagle Eye Centre MBBS, MMed (Ophth), FRCS (Ed), FAMS An Eye Specialist and Cataract Surgeon, Dr Lee has managed many patients with cataracts using the latest intraocular lens implants. Dr Lee trained in glaucoma both overseas ( Fellowship with Prof Makoto Araie, 2007) and locally (SNEC, 2008) and has managed many patients with the condition. Specialised in many glaucoma lasers, Dr Lee has performed many glaucoma surgeries, combined cataract and glaucoma surgeries and glaucoma tube implant surgeries. Due to his specialisation, he is often consulted on the diagnosis, laser and surgical management of complex glaucoma cases. For his outstanding commitment to delivering quality care and excellent service, Dr Lee was awarded the Singapore Health Quality Service Gold Award in As adjunct Clinician Investigator at SERI, he was awarded research grants, collaborated with centres in Japan and published numerous research papers on eye diseases. Mount Alvernia Hospital Year in Review 2012 Orthopaedic Surgery Dr Ooi Lai Hock Consultant Orthopaedic Surgeon MBBS (London), MRCS (Edinburgh), MMed (Singapore) (Orthopaedics), FRCS, (Edinburgh) (Orthopaedics) Dr Ooi has dual sub-specialty areas of expertise in foot and ankle surgery as well as hip and knee replacement surgery after receiving his subspecialty training at the Perth Orthopaedic Institute, Australia. Common conditions managed by, and common procedures performed by Dr Ooi include surgery for bunions or hallux valgus, ankle arthroscopic surgery and ankle lateral ligament reconstructive surgery, radiofrequency coblation therapy for chronic heel pain, management of diabetic foot deformities and ulcers, hip and knee replacement surgery, knee arthroscopy, meniscal surgery and cruciate ligament reconstruction. An avid sportsperson himself, Dr Ooi was formerly Deputy Head and Consultant at the Department of Orthopaedic Surgery at Tan Tock Seng Hospital. He was also the Division Chief of the Foot & Ankle, and Sports Medicine Services. In addition, he was also a member of the hospital s Medical Board. Dr Ooi has been awarded numerous prizes including First Prize for Best Research Paper Award 2008, Singapore Medical Journal; Top 10 Teacher Award for 2007/8 in Tan Tock Seng Hospital, and Silver EXCA recipient in Sports Medicine Dr Low Wye Mun Consulting Sports Physician MBBS, MMed (Public Health), MSS (Singapore Medicine), FACSM Dr Low works with an integrated group of specialists that provide X-rays, MRIs, physiotherapy, and podiatry services. As sportsperson himself, Dr Low has served in various government positions in the practice of sports medicine and injury prevention, as well as health promotion through physical fitness. He is also actively involved in sports science and sports medicine education. Dr Low has served as team physician to national teams (World University Games, ASEAN University Games, national cycling team); medical director/sports physician for sports events (Bintan Triathlon, Pulai Triathlon, World Cup Climbing Championships, national road/mountain bike cycling races).

11 General Surgery Dr Cheng Shin Chuen Consultant Surgeon, Pacific Vein & Endovascular Centre MBBS (Hons) (UNSW), MMed (Surg), FRCS Edin (Gen Surg) Dr Cheng s subspecialty interests lies in all methods of minimally invasive/ endovascular interventions in aortic and peripheral arterial and venous diseases. Common procedures include Endovenous ablation (either by laser or radiofrequency) of varicose veins, Peripheral Arterial Angioplasty(Leg artery ballooning) and Aortic Stenting. Prior to joining PVEC, Dr Cheng was the Head of Vascular and Endovascular Service at the Department of General Surgery, Tan Tock Seng Hospital. Dr Cheng has presented and lectured at several international Vascular and Venous conferences in Taiwan, Seoul and Tokyo, as well as authored a number of articles and abstracts in various peer-reviewed journals and other publications. Dr Cheng enjoys mentoring medical students as an adjunct Assistant Professor at the Yong Loo Lin School of Medicine, National University of Singapore. Prof Eu Kong Weng Chairman, Medical Board, Pacific Healthcare Holdings (PHH) Medical Director, Pacific Surgical and Endoscopy Centre (PSEC) Senior Consultant Surgeon and Chief (PSCC) MBBS, FRCS (Ed), M.MED (Surgery), FAMS Prof Eu s area of interest is minimally invasive surgery, specialising in laparoscopic and robotic surgery for colorectal cancer and the management of all colorectal conditions. Prior to joining PacHealth, Prof Eu was Head of Department for Colorectal Surgery at Singapore General Hospital ( ), one of the most progressive colorectal surgical units in the region. A dedicated teacher and mentor at heart, he is currently an Adjunct Professor of Surgery at the Duke-NUS Graduate Medical School (Singapore) and a visiting professor at the University of Hong Kong. Prof Eu's work is widely published in peer reviewed journals and colorectal surgery textbooks, and produced into colorectal surgery training videos. Dr Bernard Lim Consultant Surgeon, Pacific Surgical & Colorectal Centre Director, Minimally Invasive Surgery MBBS (S'pore), M.MED (Surgery), FRCSEd (Gen), FAMS (Surgery) Dr Lim was a Consultant Surgeon in the Department of Colorectal Surgery, Singapore General Hospital before he left for private practice. His subspecialty training was in advanced minimally invasive surgery with the prestigious Singhealth HMDP fellowship, at Queen Mary Hospital. He is an accredited Console Surgeon for the Da Vinci Robotic Console System, which can be used to perform various colorectal surgeries. He is currently still a visiting consultant at Changi General Hospital where he trains specialists and trainees in Advanced Laparoscopic Colorectal Surgery. Dr Lim was previously an adjunct assistant professor with DUKE-NUS graduate medical school. Currently he is serving as a speciality Board member, Chapter of General Surgeon, College of Surgeons, Singapore. His scope of interest includes endoscopy, perianal surgery, laparoscopic colorectal surgery (single port, robotic etc) and hernias. Dr Julian Ong Consultant Surgeon, Pacific Surgical and Colorectal Centre (PSCC) MBBS (S'pore), M.MED (Surgery), FRCSEd (Gen), FAMS (Surgery) Dr Ong is a General and Colorectal Surgeon whose area of interest is in endoscopy and minimally invasive surgery, particularly in laparoscopic surgery for colorectal cancer. Dr Ong also focuses on the management of all other colorectal conditions and surgery for perianal conditions. Aside from his passion for colorectal surgery, Dr Ong is also actively involved in Motorsport Medicine and Trauma Surgery. He is the Deputy Chief Medical Officer for the Singapore Formula One Grand Prix and has provided medical cover for motorsports events in Australia and Malaysia. He is an instructor for the Advanced Trauma Life Support Course and has also provided medical cover for mixed martial arts events in Singapore. Neurosurgery Dr Mathew Tung Consultant Neurosurgeon MBBS (Singapore), FRCS (Surgical Neurology UK), F.A.M.S. Dr Tung specialises in the treatment of disorders of the brain and spine. Dr Tung believes that safety in neurosurgery lies in always considering non-invasive options first. Treatment should aim for minimum morbidity and quick return to optimum function. In spinal disorders, he aims for motion preservation and reversible treatments which can be repeated in preference to fusion. He uses non-invasive techniques like stereotactic radiosurgery and stereotactic radiotherapy for brain tumours. Surgery for brain, spine and pituitary tumours is regularly carried out with endoscopeassisted and Intraoperative image guidance systems. Obstetrics & Gynaecology Dr Law Wei Seng Obstetrician & Gynaecologist Gynae-Laparoscopist MBBS (Singapore), MRCOG (London) Dr Law s area of interest is in gynaecological laparoscopy, otherwise known as key-hole surgery or endoscopy, which results in minimal scarring, a better cosmetic result and a much faster recovery compared to conventional surgeries. Dr Law has performed thousands of operations using this approach for the treatment of cysts, endometriosis, and fibroids, and for managing infertility. His vast experience is well recognised throughout the region and he has trained doctors in laparoscopy and fertiloscopy throughout Asia. Dr Law is also actively involved in humanitarian work and was a two-time recipient of the Ministry of Health Award for his direct involvement in medical relief in disaster areas. He is also a clinical tutor at Yong Loo Lin School of Medicine (National University of Singapore) and a trainer for post-graduate doctors in Obstetrics and Gynaecology. Mount Alvernia Hospital Year in Review

12 Awards Service Excellence Award Mount Alvernia Hospital scored double honours at the Singapore Service Excellence Medallion (SSEM) 2012 Awards. The Hospital took home the Finalist Award while Nursing Officer Agnes Maria Dass who heads the hospital's Day Surgery Centre, won the Singapore Service Excellence Medallion 2012 (Individual) Service Professional Award. Publication Excellence Award The Hospital publication My Alvernia was conferred an Award of Excellence for Most Improved Newsletter at the 2012 APEX Awards. Organised by Writing that Works, a United States-based newsletter on practical business communications, the APEX Awards is an international award that recognises excellence in graphic design, editorial content and the ability to achieve overall communications excellence. MOH Nurses Merit Award Senior Staff Nurse Naw Pwint Hmone Oo from St Joseph s Ward was one of 73 nurses nation-wide honoured with a Nurses Merit Award in 2012 from the Ministry of Health for demonstrating consistent and outstanding performance in the profession. The cheerful 28-year old has been a nurse for eight years. 9 Mount Alvernia Hospital Year in Review 2012

13 Hospital Development Key Developments in 2012 Expanded menu Local Art Dedicated Doctors' Lounge Mount Alvernia Hospital Year in Review

14 2012, the much anticipated revamp of the Mount Alvernia Hospital lobby Inand entrance area was completed. Here are the highlights. Admissions & Business Office Customers can now wait in an elegant and spacious open-concept space (above). Cafe 820 (previous page) In 2012, the Cafe was relocated and expanded to provide for a wider range of food options together with the addition of Subway, Jollibean and Sushi Deli at the hospital. 11 Mount Alvernia Hospital Year in Review 2012

15 Retail Pharmacy The Retail Pharmacy is now centrally located near the front entrance, next to the Business Office. This facilitates the collection of medicine by discharged patients from a more convenient collection point. Opened on 17 September 2012, the new pharmacy is three times the size of the old one. It has a dedicated medicine dispensing counter, separate from the cashier; and aisles wide enough to accommodate wheelchair-bound customers. With the increased size, the pharmacy now stocks a greater diversity and variety of products. New Patient Liaison Centre Two new facilities have also been introduced to the lobby area the Heritage Corner (next page) and the Patient Liaison Centre. The latter is a dedicated customer service centre where visitors can find out more about the hospital s services and facilities or arrange a hospital tour. Staff at the Centre are also on hand to assist international patients seeking treatment at the hospital. Mount Alvernia Hospital Year in Review

16 New Heritage Corner Mount Alvernia Hospital has come a long way since it was founded by the Franciscan Missionaries of the Divine Motherhood (FMDM) Sisters in The hospital s unique history is captured in a new Heritage Corner located at the hospital lobby. Besides a story board chronicling the key milestones of development, visitors can also view actual artefacts that date back to the early 1960s and gain an appreciation of how far medical science and healthcare have advanced in present day Singapore. 13 Mount Alvernia Hospital Year in Review 2012

17 Chapel After a year of renovation, the hospital chapel reopened on 2 February A fixture since the earliest days of the hospital, the chapel is not just the place the FMDM nuns gather for Holy Mass, but it is also a sanctuary for patients, visitors, doctors and staff of the hospital who often pop by before starting their shift. Open daily from 5.30am to 9pm, the new purpose-built chapel accommodates up to 100 persons and is conveniently located near the main entrance. Special care was taken during the planning to create a conducive environment for prayer and reflection. This includes a commissioned stained glass mural featuring the Cross of San Damiano set against the Water of Life, which is the work of Singapore artist Koh Bee Liang, and a shrine to Our Lady of Perpetual Succour (left). Mount Alvernia Hospital Year in Review

18 IT Enhancements In2012, a wide array of e-solutions were implemented at the hospital to improve both the front-end experience of customers as well as the efficiency of backend operations. Here are some of the key improvement areas: Patient Queue Management System This online display of serving queue numbers at the Business Office, Cafe, Outpatient and Diagnostic Imaging Department keeps patients informed of the serving queue numbers and estimated waiting time. The system facilitates the calling of patients in a more orderly manner via electronic display instead of a manual call out of patient names. And patients don t even have to stay put in the waiting room anymore as they can be alerted via SMS when their turn comes up. 15 Mount Alvernia Hospital Year in Review 2012

19 Fetal Monitoring System A central monitoring system has been implemented in the Labour Ward to support fetal surveillance and provide real-time alerts to aid intra-partum management. An added boon of the system is a feature that allows electronic readings to be sent directly to doctors via . Real-time Ward Displays Gone are the days of hand-scribbled tables. On display at all wards now are online e-displays matching attending doctors to their respective patients. With real-time information, doctors can quickly locate their patients at a glance and carry out their ward rounds more smoothly. Customer Relationship Management System With the implementation of a hospital CRM system, customers who wish to sign up for hospital events or book a maternity tour can now do so online at their own convenience. This has streamlined the service process and improved customer response time. The CRM has been integrated with the Call Centre System to facilitate follow up. Doctors also benefit from the CRM system, which allows online registration and payment of medical seminars and talks via the Hospital s website. Information on CME events are now electronically sent to physicians from the CRM system, reducing paper, ink and postage. e-housekeeping Management System With this system, rostering at the Housekeeping Department is no longer done manually on paper. This allows supervisors to quickly identify available resources and assign work to staff. Routine tasks are scheduled using the system and ad-hoc projects are now more efficiently managed. The system also provides real-time feedback by tracking the status of tasks that must be attended to. Mount Alvernia Hospital Year in Review

20 TDWeb System for the Lab Facilitating better communication between the wards and the lab, the TDWeb system allows online ordering of laboratory tests from the ward and online viewing of test results at the wards to enhance patient care. Turnaround time of orders is enhanced as results are flagged in real-time as soon as they are available. The system also provides a detailed and cumulative view of test results. Lab Document Management System A document management system has been implemented to control, manage and housekeep laboratory related electronic documents. This system allows users to manage, maintain and track all laboratory clinical documents used in daily activities. The system also offers enhanced security and full traceability of documents. e-ot System at the Operating Theatres The e-ot system facilitates more efficient utilisation of resources and facilities at the operating theatres, as well as quick and easy assignment of duty to staff and scheduling of surgeries. Backend, the system allows better sharing of information between CSSD and OT. It also provides visibility of patient location through capturing and displaying patient and surgical information in tandem with workflow to facilitate coordination among the Admission Office, OT and the Wards. The e-ot system also provides a user friendly platform to capture critical pre, intra and post-operation medical notes and is easily accessed via wireless mobile devices like the ipad and Touch Screen Panel PC. 17 Mount Alvernia Hospital Year in Review 2012

21 Marketing An Event-full Year In 2012, Mount Alvernia Hospital continued to reach out to the public through health seminars and exhibitions covering a range of health concerns both maternity related and general health. The year s events reached out to an estimated 100,000 people in total. Membership of the hospital's Alvernia's Ladies Card loyalty programme also continued to grow steadily with 20% more sign ups in 2012 over the previous year. New Info Centre in Vietnam Extending our presence overseas, Mount Alvernia Hospital opened a regional Information Centre in Ho Chi Minh City, Vietnam on 2 November Similar to its sister office in Jakarta, Indonesia, the Vietnam centre serves as a one-stop point for locals to make treatment enquiries, book doctor appointments and facilitate travel arrangements. Mount Alvernia Hospital Year in Review

22 Social Mission As strives a not-for-profit hospital guided by Catholic values, Mount Alvernia Hospital to establish a good balance between mission and sustainability. While the focus is on offering high quality medical services that remain affordable for patients, we also give back to the community through Community Outreach initiatives; providing financial and administrative support to Assisi Hospice; and annual contributions to fund the global missionary work of the Franciscan Missionaries of the Divine Motherhood (FMDM) in aid of the poor and marginalised. In 2012, the hospital-wide Community Outreach programme reached out to 5,013 people through mass health screenings conducted at the grassroots level through channels such as the People s Association, churches and other religious organisations. A new channel for partnership was established when Mount Alvernia Hospital and the Singapore Heart Foundation signed a Memorandum of Understanding on 28 August 2012 to explore joint activities to promote heart health. Largely run by volunteers and supported by over 90% of Alvernia staff, the hospital s Community Outreach programme benefits many elderly folk and communities without easy access to regular healthcare services. This year, the programme also extended to Batam and Tanjung Pinang in Indonesia and Ho Chi Minh, Vietnam. 19 Mount Alvernia Hospital Year in Review 2012

23 Corporate Governance Board members are appointed by the Trustees of the Hospital, acting on behalf of the FMDM Congregation. Board members are appointed for a term of three years. The appointment is renewable for up to two additional terms. The Board provides oversight in the following areas: Approval of broad policies, strategies and objectives for the Hospital Monitoring of management performance Overseeing the processes for evaluating the adequacy of internal controls, financial reporting and compliance Approval of annual budgets Corporate governance To assist in the execution of its responsibilities, the Board has established five Board Committees, namely: Nomination and Remuneration Committee (NRC) Audit & Risk Management Committee (ARMC) Finance Committee (FC) Hospital Development Committee (HDC) Ethics Committee (EC) There is a Medical Advisory Board (MAB) elected by specialists and appointed by the Board which provides oversight of clinical governance matters. The Chairman of the MAB is also a member of the Board. Mount Alvernia Hospital Year in Review

24 Mount Alvernia Hospital 820 Thomson Road Singapore Serve all with Love