EMBARGOED TILL 22 APRIL 2015, 6PM

Transcription

1 EMBARGOED TILL 22 APRIL 2015, 6PM 16 April 2015 KEY FRONTLINE HOSPITAL STAFF TO BE TRAINED TO PROVIDE BETTER PATIENT CARE; THEIR CAREER PROGRESSION IS ALSO ENHANCED New programme aims to equip them with skills to draw blood samples from patients They are often the first face a patient sees in hospital, helping with appointments, doing financial counselling and patient registration. The s (PSAs) form an integral part of the healthcare system and they play an important role in the delivery of patient care at specialist outpatient clinics and wards. To recognise their contributions, they are getting a day named in their honour by the National University Hospital (NUH) on 22 April 2015, and Health Minister Gan Kim Yong will be there to give out an award to the best in the profession. On the inaugural PSA Day, awards will also be presented to 28 of the hospital's 700 PSAs who have excelled in their work. (Please see Annex A) NUH is expanding their work scope so they can also perform simple medical task which will help patients save time. (Please see Annex B for a list of the functions perform by PSAs). For a start, the hospital plans to train 18 PSAs to be able to draw blood samples from patients in its first year. This started last month and the goal is to train about 20% of the 470 PSAs in the specialist outpatient clinics over the next three years. Minister for Health, Mr Gan Kim Yong says, "s are an important member of the public healthcare team in delivering quality care to our patients. You provide invaluable support to ensure that a patient's hospital visit is as comfortable as possible. I am happy to join you at the PSA Day, a special day to recognise your contributions. I encourage all PSAs to continue upgrading your knowledge and skills so as to be able to play an expanding role in patient care." This course enables them to become a certified phlebotomist. It also helps to reduce patients waiting time in the clinic for the procedure, and ensure that they can get their blood drawn as soon as possible. This is especially important in the morning where patients have to fast for certain tests such as for blood glucose and cholesterol. The expanded role of the PSAs is in line with the Government's call to promote lifelong learning and will make their job more satisfying. It underscores that they are a critical member of the healthcare team. Says Ms Clara Sin, NUH s Assistant Chief Operating Officer, Ambulatory Services.

2 The phlebotomy training, conducted by the NUH Laboratory Medicine, comprises theory and practicum where the staff will need to perform the procedure on 50 patients, under supervision by a trained staff before they can do this independently. The collection of a good quality blood sample is vital for laboratory testing. All healthcare workers should constantly be aware that the act of phlebotomy is often underestimated and appears deceptively simple. An attitude of empathy together with gentle skillfulness is essential so that we do not add unnecessary pain and anxiety to patients, who often need repeated encounters in the course of their medical diagnosis and treatment. This is why all staff have to undergo a stringent phlebotomy course to ensure that blood is drawn safely, correctly and adequately. says Associate Professor Sunil Sethi, Head of the NUH Department of Laboratory Medicine. Contrary to perception, phlebotomy or the drawing of blood samples is not just performed by nurses and doctors. It is a technical skill that can be acquired by staff with non-clinical training and background. The phlebotomy course at NUH covers a wide range of theory and practical aspects of the process including reassuring the patient, proper vein selection, testspecific handling, safety measures and proper sample labelling. Throughout the course, we always maintain the emphasis on patient and staff safety. Prof Sethi adds. Ms Elaine Chua, 23, has volunteered for the course. I have always wanted to be more directly involved in patient care and this is a good start," she said. "Previously, I had a fear of needles but after my recent positive experience during my pregnancy, I learnt that blood taking need not be a painful process. I want to be able to help patients who have the same fear as me." Besides the new training, PSAs at the NUH have other development opportunities (please refer to Annex C for the career progression track). Experienced staff can progress to supervisory and executive roles, and take on value-added responsibilities such as training and service & quality improvement. Outstanding staff will also be groomed as Service Team Leaders and Clinic Managers. Under the hospital s Talent Development Award scheme, staff can also work towards achieving better academic qualifications, to enable them to take on higher and specific roles to meet evolving healthcare needs. One recipient of the Award is 28 year-old Ms June Chua, Senior for the specialist outpatient clinics under the University Medicine Cluster. She joined NUH six years ago as a clinic assistant in its Neuroscience Clinic. During the period, Ms Chua was promoted four times for her consistent good performance. She currently supervises five staff and is responsible for ensuring good service standards by a team of 90 staff. In May 2015, Ms Chua will embark on her Degree in Business Management.

3 She said, People tend to think that we have limited career growth, but this is not true. We make a difference in our patients lives through the work we do, and what we do requires passion and compassion. "There is career progression and this is a good opportunity for those who are serviceoriented and also want to help the sick. Media Contact Lisa Ang Corporate Communications National University Hospital DID: (65) Mobile: (65) lisa_ang@nuhs.edu.sg About the National University Hospital The NUH is a tertiary hospital and major referral centre for a comprehensive range of medical, surgical and dental specialties including Cardiology, Gastroenterology and Hepatology, Obstetrics and Gynaecology, Oncology, Ophthalmology, Paediatrics, Orthopaedic Surgery and Hand and Reconstructive Microsurgery. The Hospital also provides organ transplant programmes for adults (in kidney, liver and pancreas) and is the only public hospital in Singapore to offer a paediatric kidney and liver transplant programme. Staffed by a team of healthcare professionals who rank among the best in the field, the NUH offers quality patient care by embracing innovations and advances in medical treatment. In 2004, the NUH became the first Singapore hospital to receive the Joint Commission International (JCI) accreditation, an international stamp for excellent clinical practices in patient care and safety. Today, patient safety and good clinical outcomes remain the focus of the hospital as it continues to play a key role in the training of doctors, nurses and allied health professionals, and in translational research which paves the way for new cures and treatment, offering patients hope and a new lease of life. A member of the National University Health System, it is the principal teaching hospital of the NUS Yong Loo Lin School of Medicine and the NUS Faculty of Dentistry. For more information, please visit

4 Annex A MODEL PSA AWARD Nagoormeera Binte Syed Masood OUTSTANDING PSA AWARD Nur'Ain Binte Mohamed Shariff Jennie Seah Yong Lai Foong Jasmine Leong Sok Yee Kartini Binte Sajimin Customer Service Associate OUTSTANDING SERVICE TEAM LEADER Josita Chee Mai Shan Malathi D/O Veeraya May Lim Hui Kian Faridah Binte Abdul Latiff Khoo Hock Seng FIRST IMPRESSIONS AWARD Tan Li Boon Connie Tung Keet Meng Yogeswari D/O Ramasamy Chan Mei Juan Nurliyana Binte Mohd Salleh Lim Mee Yoke Chua Yi Ling Joyce Yeo Bee Hwa Nur Asiah Binte Mohamed Najib Murugian Jayasheela BEST PSA MENTOR AWARD Wendy Tan Lay Ping Jamie Wong Mei Yoke Alice Wong Lai Kih Ratna D/O Jaikumar Subramaniam Indra D/O Maruda Ramalingam Susan Ng Siok Wan Steve Yuen Wen Quan Senior

5 Annex B Examples of core functions Registration Financial counselling Billing and payment Handling patient s admission Appointment scheduling Coordinating of investigations Chaperoning patients Managing patient relations Examples of value-added functions Training Buddying Quality and service improvement projects Procurement Examples of leadership/supervisory functions Leading and supervising a small team of PSAs Assuming Reporting Officer duties Managing and developing PSAs Assisting or assuming role of Clinic Manager

6 Annex C Career Progression Track Senior Service Assistant Manager Service Assistant Manager Service Executive Senior