5,874 5,184 15,839 54,521 23,223 IN ,200 accredited specialist doctors. ISO accreditation achieved

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2 IN years of service to the community 120 on campus specialist doctors Message From Our CEO 10 Board of Directors 12 Executive Team 14 New Doctors 16 About this Report 18 Operational Performance 19 Hospital Development 20 Clinical Services 24 Caring For Our Patients 28 Community Benefits 32 Caring For Our People 33 Clinical Pastoral Care 34 Mission Awareness 35 Our Heritage, Mission and Values 36 Governance 37 54,521 outpatient visits 5,184 community outreach beneficiaries 1,200 accredited specialist doctors 23,223 inpatient admissions ISO accreditation achieved The Divine Motherhood 15,839 surgeries performed 5,874 babies delivered Singapore Health Quality Service Award received in recognition of our commitment to patient care and service excellence YEAR IN REVIEW

3 It can happen anywhere, in the middle of our working day, surrounded by the everyday objects and actions of our workplace. The thoughts and shared moments that we experience be it at our surgical theatres, our laboratories, our offices, a meeting space or a corridor conversation. That is where we find inspiration to do things better, to find solutions to problems, opportunities to further develop our services and patient care. Because at the centre of all our efforts... 2 YEAR IN REVIEW 2013 YEAR IN REVIEW

4 A Father, A Husband, A Son... Cliff Teo back to the sporty lifestyle he loves so much. 4 YEAR IN REVIEW 2013 YEAR IN REVIEW

5 A Mother, A Wife, A Daughter... Mrs Julina Teo and daughter, Erin enjoy a special time together. Who simply wants to get better 6 YEAR IN REVIEW 2013 YEAR IN REVIEW

6 Our efforts are inspired by the Catholic values and the legacy provided by the Franciscan Missionaries of the Divine Motherhood. We know that healthcare is about science and medicine. We also recognize the spiritual significance of what we do. 8 YEAR IN REVIEW 2013 YEAR IN REVIEW

7 MESSAGE FROM OUR CEO 2013 was an exceptionally busy year for Mount Alvernia Hospital. Continued growth and development of our healthcare service were clearly hallmarks of the year and we grew across most of our services. The total number of inpatient admissions and operations rose this year, as well as day cases and visits to our 24-Hour Walk-in Clinic & Emergency Services. The average daily census hit 206 in October, and number of surgeries in April was 1,236; both were the highest ever recorded in the history of Mount Alvernia Hospital. The new medical centre is completed and we now look forward to a fully operational specialist medical centre in July The new car park has opened and offers more than 350 lots for our patients, their families and visitors, and our doctors. Our structural upgrading extended beyond the hospital compound to benefit our patients, visitors and staff who use public transport. They can now access the hospital directly from the bus stops at MacRitchie Reservoir without getting wet on rainy days as it is now fully-sheltered. Our investments in other facilities and equipment also ensure that we are better equipped to provide an exceptional patient and family healthcare experience to meet growing demand in the long term. These include the installation of new magnetic resonance imaging (MRI) and computed tomography (CT) scanners, expanded capacity of the health screening centre, and a fully renovated waiting area at the outpatient lab. We added another two more operating theatres (OT) last year and now have a total of 10 OT available for surgical operations. In February 2013, Emeritus Archbishop Nicholas Chia reopened the hospital chapel, an integral feature of the hospital since its founding by the Franciscan Missionaries of the Divine Motherhood (FMDM) Sisters, after a year of renovation. In the same month, the Patient Liaison Centre, which serves as a one-stop dedicated physical contact point for both local and foreign patients needs, was officially opened. In addition, the Clinical Pastoral Care Department, which started in May 1986, continues ministering physical, psychological and spiritual care to our patients and their families. Pastoral carers also offer prayers and blessings to babies when they are discharged from the hospital. A total of 846 babies were presented in Our concerted efforts to constantly hit the high points in patient and family satisfaction are reflected in the accolades we garnered in The hospital received the Service Excellence Workforce Skills Qualifications (WSA) Recognition Award Presented to only 20 Role Model Companies across all industries in Singapore, we were the only private hospital to receive this. We also won the Singapore Service Excellence Medallion Award and our very own Nursing Officer Agnes Dass was one of three recipients of the Singapore Service Excellence Medallion (Individual) Service Professional Award. In July, Nursing Officer Lim Pei Pei was honoured with a MOH Nurses Merit Award As part of our continuous outreach efforts to serve our community, 50 health screenings were conducted in 2013, reaching out to over 5,000 people locally and overseas. We extended our outreach beyond the Catholic parish to other local religious organisations and initiated partnerships with overseas community organisations to plan charity events and health screenings. Our journey to excellence begins with ensuring that we take care of our staff. Last year, we celebrated the long service achievements of some of our most dedicated and committed staff, who have spent a combined 1,110 years working with us. We make our people our priority by providing more training and personal development opportunities because our hospital staff and nurses are a fundamental part of the positive patient and family experience we want to provide. As Singapore s pioneering private healthcare service provider, we are constantly challenging ourselves to look ahead and anticipate the healthcare needs of increasingly sophisticated consumers and an ageing population. We aim to surpass expectations with better healthcare quality and service standards, at a financially sustainable rate for the public. Mount Alvernia Hospital is a hospital for many of our patients and their families because of the dedication and support of our doctors, nurses and hospital staff. They all play an important part in our patients experience, from conducting a clinical procedure, serving a meal or helping a patient or a visitor find their bearings in and around the hospital premise. We are ever thankful to our Board of Directors for supporting our direction, the FMDM Sisters for their inspiration, and Members of various Boards and Operational Committees for their counsel. I look forward to all of us working in tandem to make Mount Alvernia Hospital a better place. Luna Lee Chief Executive Officer 10 YEAR IN REVIEW 2013 YEAR IN REVIEW

8 BOARD OF DIRECTORS Board Members Chairman George Thia Peng Heok 1 Chairman since 2010 Mr Thia is a Chartered Accountant and a Retired Member of the Chartered Association of Certified Accountants (UK). 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 Matrix Ltd; 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. Lau Beng Long 2 Member since , Mr Lau has worked for 30 years in the healthcare sector in the areas of hospital planning and management. He has served at Mount Alvernia Hospital as Advisor to the Board (2010), Chairman ( ) and CEO ( ). He is currently the Managing Director of Sunway Healthcare Services and a board member of Mount Miriam Cancer Hospital, Penang and Kasih Hospice Foundation, Kuala Lumpur, 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. Sister Barbara Pereira 4 Member since 2008 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. Maurice De Vaz 5 Member since 2005 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. Goh Choon Phong 6 Member since 2006 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). Vincent Chen Wei Ching 8 Member since 2008 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. Phillip Tan Eng Seong 9 Member since 2007 Mr Tan is a Director of EQ Insurance Company Ltd and is currently serving on the boards and the Audit, Finance and Investment committees of a number of statutory and charitable bodies. A Fellow of the Institute of Chartered Accountants in England and Wales and a Fellow of the Institute of Singapore Chartered Accountants, he 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 10 Member since 2011 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/non-executive director. He is a member on the panel of mediators of FIDREC. Sister M. Cyrilla 3 Member since 2009 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 also works as a Psychotherapist/ Counsellor for the last 12 years in the UK and presently in Malaysia. Dr Ho Hon Kwok 7 Member since 2008 Dr Ho is a Consultant Obstetrician and Gynaecologist. He was actively involved with various hospital committees since 1996 and served as Chairman of the Medical Advisory Board, Mount Alvernia Hospital from 2008 till 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. Dr Wong Sen Chow 11 Member since 2004 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. 12 YEAR IN REVIEW 2013 YEAR IN REVIEW

9 executive team Ms Luna Lee 1 Chief Executive Officer Ms Lee joined Mount Alvernia Hospital as CEO in A Mathematics major, she has held several leadership appointments in National University Hospital and the Parkway group of hospitals, with responsibilities in hospital operations and developmental work. Prior to joining Mount Alvernia Hospital, Ms Lee was with Mount Elizabeth Novena Hospital and was instrumental in the development, commissioning and operations of their new hospital. Sister Linda Sim, FMDM 2 Mission Awareness Co-ordinator As Mission Awareness Co-ordinator since August 2004, Sr Linda s role is to work 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 Congregation in 1979 and completed her theological and professional training in England. She has served in a number of appointments, including Hospital Administrator of Mater Dei Hospital, Bulawayo, Zimbabwe. Dr Lee Hwee Huang 3 Director, Clinical Services A trained and experienced medical practitioner, Dr Lee who graduated from National University of Singapore, joined Mount Alvernia Hospital in 1997, leading the clinical hospital administration as Director, Clinical Services. 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. The clinical ambience of the various facilities have also been transformed to give patients a calming and welcoming experience. Mrs Annie Lim 4 Director, Finance Mrs Lim joined Mount Alvernia Hospital in A fellow of the Association of Chartered Certified Accountants (UK) and Fellow Chartered Accountant Singapore, she was an auditor at Coopers & Lybrand, Singapore and has experience in accounting & finance and information systems in the travel and manufacturing sectors in Australia. Annie is responsible for the accounting & finances, materials management, management of information systems and business office operations of the Hospital. Ms Grace Koh 5 Director, Nursing Ms Koh joined Mount Alvernia Hospital in 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. Mr Michael Teo 6 Director, Operations Mr Teo joined Mount Alvernia in 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. Mr Goh Hock Soon 7 Director, Corporate Development Mr Goh joined Mount Alvernia Hospital in He 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, business analysis, strategic marketing, marketing communications, tenancy management, community outreach and patient liaison services. 14 YEAR IN REVIEW 2013 YEAR IN REVIEW

10 new doctors General Surgery Dr Aileen Seah Ai Lin Consultant General Surgeon, Colorectal Clinic Associates MBBS (S pore), FRCS (Edinburgh), FAMS (Surgery), Dip in Acupuncture (SCTCM) Dr Aileen Seah is the first American trained female colorectal surgeon in Singapore. Dr Seah was awarded a Ministry of Health Scholarship award and received advanced training in Colon and Rectal Surgery in the University of Minnesota, USA in 2003 under renowned surgeons. Dr Seah is experienced in the management of a wide variety of colorectal and anorectal conditions such as cancer, inflammatory bowel disease, pelvic floor disorders, functional colorectal disorders like constipation and faecal incontinence, as well as anorectal disorders i.e. hemorrhoidal disease, anal fissures and anal fistulae. She is very skilful in using the double balloon enteroscopy to evaluate small bowel disorders and do endoscopic submucosal dissection in the treatment of large flat polyps. Dr Seah is also a registered acupuncturist. Prior to her current appointment, she was Director of the Pelvic Floor Centre in the Division of Colorectal Surgery, University Surgical Cluster, National University Health System and Clinical Senior Lecturer at Yong Loo Lin School of Medicine, National University of Singapore. Adj Associate Professor Charles Tsang Bih Shiou Director and Senior Consultant General Surgeon, Colorectal Clinic Associates MBBS (S pore), M Med (Surgery), MS (Exp Surgery), FRCS (Edinburgh), FRCS (Glasgow), FAMS (Surgery) Adj Associate Professor Charles Tsang has vast experience in laparoscopic and robotic surgery for cancers and benign disorders, proctology, advanced therapeutic endoscopy, constipation and incontinence. He is a well known surgical oncologist in treating locally advanced and recurrent colorectal cancer, and a world renowned expert in the field of endoanal and endorectal ultrasonography. He is a pioneer surgeon in this region in the development and promotion of the LIFT technique for treatment of anal fistulas, and performed sacral nerve modulation and implanted artificial bowel sphincters for faecal incontinence. Adj Associate Professor Tsang has held research grants from A*STAR and EXPLOIT. He has contributed numerous papers in peer reviewed journals, and is often invited to speak at international meetings for his expertise in the management of complex anal fistula and colorectal cancer. Adj Associate Professor Tsang was formally the Head, Division of Colorectal Surgery, University Surgical Cluster, National University Health System and Head, Division of Surgical Oncology, National University Cancer Institute of Singapore until his move to private practice in Adj Associate Professor Dean Koh Chi Siong Director and Senior Consultant General Surgeon, Colorectal Clinic Associates MBBS (S pore), FRCS (Edinburgh), FRCS (Glasgow), FRCSEd (General Surgery), FAMS (Surgery) Dr Dean Koh Chi-Siong trained in Colon and Rectal Surgery at the Ferguson Clinic/Michigan State University, USA under a Ministry of Health Scholarship award in He received formal training in laparoscopic colon and rectal procedures and functional anorectal work as a matched ACGME colorectal resident, and is competent in endoanal and endorectal ultrasonography. He has vast experience in laparoscopic colorectal surgery and has been performing robotic assisted laparoscopic colorectal resections since Dr Koh has been training fellows from Southeast Asia and written many papers/articles and book chapters under TTSH, NUH and the Ferguson Clinic on laparoscopic and robotic colorectal surgery, anal fistula surgery and fecal incontinence surgery. He is often invited to review for the Singapore Medical Journal, Annals Academy of Medicine Singapore, the British Journal of Surgery, the Malaysian Journal of Medical Sciences, and Yonsei Medical Journal. He is currently a member of the American Society of Colon and Rectal Surgeons, the Society of Endoscopic and Laparoscopic Society of Asia, the Singapore Society of Oncology and is President of the Society of Colorectal Surgeons of Singapore. Dr Koh was a Senior Consultant in Colorectal Surgery at the National University Hospital when he left for private practice in Dr Leong Quor Meng Consultant General Surgeon and Colorectal Surgeon, Nobel Surgery Centre MBBS (London), MRCS (ED), M Med (Surgery) FRCSEd (Gen) Dr Leong trained in Laparoscopic and Robotic Colorectal Surgery under Prof Kim Seon Hahn at Korea University under a Ministry of Health Scholarship award in He performs a repertoire of minimally invasive surgery for laparoscopic colorectal surgery and general surgery. Dr Leong is amongst a handful of local surgeons who practice Single Incision Laparoscopic surgery for colorectal diseases, a highly technically difficult procedure that confers excellent cosmetic results. He holds basic and advanced certifications in Robotic colorectal surgery and is a firm believer in this being the next major advancement for rectal cancer surgery. Dr Leong is an experienced endoscopist, trained to perform diagnostic and therapeutic scopes for elective and emergency surgical conditions. He has performed direct access colonoscopies and oesophago-gastro-duodenoscopies. He is an avid teacher in advanced laparoscopy and routinely trains basic and advanced specialist trainees in laparoscopic surgery. He has more than 10 first author publications in both general surgery and colorectal surgery. Medical Oncology Dr Chan Boon Yeow Daniel Consultant Medical Oncologist, Singapore Oncology Consultants - Alvernia MBBS (Hons) S pore, MRCP (UK), FAMS (Medical Oncology) Dr Chan received a National University Hospital Singapore Endowment Fund Award and National Medical Research Council (NMRC) Overseas Fellowship to undergo advanced training in Medical Oncology at the University of California, Los Angeles and Cedars-Sinai Medical Centre. He pursued research in the laboratory of world renowned haematologist-oncologist, Professor Phillip Koeffler from Thereafter, he was a consultant in medical oncology at the National University Cancer Institute Singapore and director of undergraduate education (medical oncology) at the National University of Singapore until Dr Chan is well versed in general medical oncology (breast, lung and colon cancer), and also has subspecialty training in lymphoma, neuro-oncology, and sarcoma. He has been published in international peer reviewed journals on breast cancer, melanoma, thyroid cancer, nasopharyngeal cancer, myeloproliferative neoplasms, and has written a book chapter on breast cancer (Oncogene and Cancer From Bench to Clinic). While in National University Cancer Institute Singapore, he was involved as a co-investigator in numerous trials of new oncology drugs. Obstetrics & Gynaecology Dr Urmila Mahendra Babu Consultant Obstetrician & Gynaecologist, Supreme Clinic for Women MBBS, DGO, FRCOG (London) Dr Urmila Babu specialised in Obstetrics and Gynaecology in 1974 and has been practising since then. She upgraded herself in England and became a member of Royal College of Obstetricians and Gynaecologists in She obtained Fellowship in She has worked in Government Hospitals before starting her own private practice in Obstetrics and Gynaecology in She has managed normal, complicated, high risk and infertility cases. Apart from the practice of Medicine, she is interested in the Tamil Language. She has brought out a medical book on pregnancy & childbirth in Tamil, its second edition was published in Ophthalmology Dr Stephen Teoh Charn Beng Consultant Ophthalmologist & Director of Vitreo-Retina Surgery, Eagle Eye Centre MBBS, MMed (Ophth), FRCS (Ed), FAMS Dr Teoh received subspecialty training in Vitreoretinal (surgical and medical) and Uveitis, ocular immunology and inflammation at the Bristol Eye Hospital in UK. Subsequently, he went to the Wilmer Eye Institute, John Hopkins Hospital in Baltimore MD, USA for clinical training in HIV-related ocular inflammation. He is experienced in Comprehensive Ophthalmology including complex cataract surgeries, refractive surgery with wavefront, toric and multifocal IOLs, and pterygium excision with conjunctival graft (fibrin glue). Dr Teoh has authored and co-authored over 50 papers which were published in peer-reviewed journals. He has also presented at numerous local and international conferences. He holds several national and local grants of over $1.5m and is involved in several pharmaceutical trials and collaborative clinical research with A*Star, SERI and other restructured hospitals in Singapore. Dr Teoh was the former Head of Ocular Inflammation and Uveitis Service, and Head of Research at National Healthcare Group Eye Institute, Tan Tock Seng Hospital. Orthopaedic Surgery Dr Leon Foo Siang Shen Consultant Orthopaedic Surgeon, Island Orthopaedic Consultants MBBS (S pore), MRCSEd, MMed (Orth Surg), FRCSEd (Orth) Dr Leon Foo graduated from NUS in He obtained his MRCSEd & MMed(Ortho Surg) in 2004, followed by his FRCSEd(Orth) in He was subsequently awarded the MOH Training Scholarship, pursuing dual sub-speciality fellowship training in Orthopaedic Oncology & Revision Arthroplasty at Muenster University Hospital, Germany & Mayo Clinic, Rochester, MN, USA. Returning to Singapore in 2010, he was made Consultant with the Department of Orthopaedic Surgery, SGH & Visiting Consultant to NCCS, KKH and TTSH. He was also appointed Adj Asst Professor to NUS YLL School of Medicine, Clinical Tutor to Duke-NUS Graduate Medical School, ATLS Instructor & Physician Faculty for Orthopaedic Surgery & Family Medicine Residency. He is well-published and continues to be an expert Reviewer for several PubMed indexed medical journals. As an Orthopaedic Oncologist, his expertise lies in tumour resection & reconstructive surgery, including limb preserving surgery. As a Revision Arthroplasty surgeon, his skills include cartilage resurfacing, regeneration & joint replacement, including minimally invasive, arthroscopic, computer navigation, patientspecific instrumentation & robotic surgery. Dr Teo Yee Hong Consultant Orthopaedic Surgeon, Synergy Orthopaedic Group MB BCH BAO (Ireland), B Med Sci, MRCS (Edin), M. Med (Ortho), FRCSEd (Ortho) Dr Teo completed his Medical Degree from National University of Ireland in 1998, and trained in Tan Tock Seng Hospital, National University Hospital and Singapore General Hospital. He was then awarded a fellowship in Joint Replacement Surgery in Melbourne, Australia under a Ministry of Health training scholarship. His training emphasized revision hip and knee replacement surgery, and the use of Computer Assisted Orthopaedic Surgery for hip and knee replacement which enables minimally invasive surgery to be more reliably performed, with alignment more accurately reproduced for implant longevity and better clinical outcome. Besides being a Clinician, Dr Teo is also an appointed undergraduate Senior Clinical lecturer for the National University of Singapore, and is also a Core Faculty Member for NHG orthopaedic residency program. In 2003, he was awarded the prestigious NUH Young Doctor Award for his research in stem cell therapy. He has presented in regional and international meetings, and published in peer-reviewed regional and international journals. Otorhinolaryngology Dr Eng Soh Ping Elliot Consultant Ear Nose Throat Surgeon Head & Neck Surgeon and Director of Ear-Hearing & Voice- Throat Services, Ascent Ear Nose Throat SG Alvernia MBBS (S pore), FRCS (Edin), FRCS (Ire), DLORCS (England), GDAcu (S pore), FAMS (ENT) Dr Eng was fellowship trained in the field of Otology in the University of Toronto (Canada) and the Portman Ear Institute (France), as well as Laser & Voice treatment in the UCL (Belgium) under a MOH scholarship. He has vast experience in the management of adult & children ENT conditions, with an interest in ear & hearing problems, voice, sore throat, neck lumps (including thyroid salivary gland) and nose-sinus diseases. Through his collaboration with Kandang Kerbau Women s & Children s Hospital, Dr Eng is well positioned to manage all children s ENT conditions including hearing implantation for the deaf. Dr Eng performed the first semi-implantable hearing aid in South East Asia in 2006 and the first Hybrid cochlear implant in private sector in Singapore in He is academically active and widely published, contributes actively as reviewer of the Singapore Medical Journal & European ENT Journal and is a clinical lecturer in the YLL School of Medicine (NUS). Dr Eng has been the founding member of IMPACT Foundation Singapore since 2002, leading medical missions to under-privileged countries. Dr Leong Jern-Lin Consultant Ear Nose Throat Surgeon and Director of Sinus and Allergy Services, Ascent Ear Nose Throat SG Alvernia MBBS (Singapore), FRCS (Glasg), FAMS (S pore) Dr Leong is internationally recognized for his surgical expertise and academic contribution to the field of Nasal Allergy, Rhinology and Nasopharyngeal Cancer (NPC) detection using the Narrow Band Imaging. He is one of only a handful of ENT doctors that are specially trained in both medical and surgical treatments of Sinusitis/ Rhinitis in both children and adults. He is also specialized in performing Revision endoscopic sinus surgery in patients that had failed previous nasal surgeries for sinusitis. Dr Leong was the first and only Singaporean doctor to have completed a one-year hands-on fellowship programme in Rhinology and Allergy at the worldrenowned Cleveland Clinic Foundation, USA. Since his return in 2005, Dr Leong has pioneered the usage of Image-guided (IGS) surgery in Functional endoscopic sinus surgeries (FESS) and Endoscopic surgeries of sinonasal and skull base tumours. He was also amongst the first few to start treating Allergic rhinitis patients with Sublingual Immunotherapy. He has been actively involved teaching of FESS around the region by participating in regional workshops and meetings. He has also been directing the internationally acclaimed SINGAPORE ALLERGY & RHINOLOGY COURSE that teaches ENT Allergy to both Specialists and Family Practioners since Dr Mark Hon Wah Ignatius Consultant Ear Nose Throat Surgeon and Director of Sleep Services, Ascent Ear Nose, Throat SG Alvernia MBBS (Singapore), MRCS (Edin), MMed (ORL), FRCS (Glasg), Certified International Sleep Specialist (ABSM), FAMS (ORL) Dr Mark s special interests include the treatment of Snoring, Obstructive Sleep Apnoea, Sleep Disorders, Nasal obstruction, Thyroid lumps and Cancers of the Head and Neck region. In 2005, he was awarded a Ministry of Health training scholarship to do a fellowship in Sleep Surgery at Stanford University, USA, training under leading pioneers of Sleep Surgery and leaders of Sleep Medicine. He passed the American Board examinations in Sleep Medicine in 2006 and was certified a Sleep Specialist by the American Board of Sleep Medicine. He is one of a few ENT Specialists worldwide and the only ENT Surgeon in Singapore with this prestigious qualification. Dr Mark was in charge of running the Sleep Clinic in the Department of Otolaryngology to streamline the management of patients with Obstructive Sleep Apnoea while he was with Singapore General Hospital. He has written a book on polysomnography (sleep studies) and has contributed to several book chapters on otorhinolaryngology and sleep medicine. He is currently the President of the Singapore Sleep Society. 16 YEAR IN REVIEW 2013 YEAR IN REVIEW

11 about this report This report provides an overview on what has been accomplished during the year 2013 towards delivering valuebased high quality patient care, improving healthcare standards and hospital development progress. OPERATIONAL PERFORMANCE The hospital performed strongly in 2013 with growth across all our services, as illustrated in the following snapshots. While our efforts centre on delivering patient experience and achieving positive medical outcomes, as a hospital, we constantly seek to fulfill our mission objective as a not-for-profit private Catholic hospital. We go beyond the general expectation of a private healthcare service by actively building a healthy community through various community outreach activities of health screenings at local community centres, collaborating with other non-profit organizations as well as extending the screening services overseas by working through our hospital partners Inpatient Admissions Surgeries Performed Our healthcare system framework comprises the following dimensions: Clinical Pastoral Care Clinical Services YEAR 2010 YEAR 2011 YEAR 2012 YEAR 2013 YEAR 2010 YEAR 2011 YEAR 2012 YEAR 2013 Human Resources Nursing Babies Delivered Outpatient Visits Community Benefit Value-Based High Quality Healthcare Mission Awareness Information Technology YEAR 2010 YEAR 2011 YEAR 2012 YEAR 2013 YEAR 2010 YEAR 2011 YEAR 2012 YEAR 2013 Community Outreach (No. of pax served) Community Outreach Hospital Development YEAR 2010 YEAR 2011 YEAR 2012 YEAR YEAR IN REVIEW 2013 YEAR IN REVIEW

12 HOSPITAL DEVELOPMENT The New Mount Alvernia Medical Centre D The physical environment of a Medical Centre affects a patient s overall experience but more importantly, their journey to recovery, their comfort, and their sense of wellness. To serve the growing health and inpatient care demands, the hospital decided to increase the supply of beds and wards by acquiring Blocks A and B, where the medical clinics (that are shifting to the new medical block) are currently located. As these two blocks are part of the existing main building, they are ideal for converting into ward use. The new medical centre broke ground on December 2011 and was completed in April 2014, enabling the clinics to be relocated and operational by July This new 17,490sq metres new facility not only provides additional medical suites, but also the much-needed expanded carpark space for the hospital. It will be home to over 50 specialist clinics and will offer a comprehensive suite of services and medical expertise in prevention, diagnosis, treatment and rehabilitation. The clinics cover 28 specialities such as cardiology, neurology, paediatrics, orthopaedic, general surgery, obstetrics and gynaecology, plastic surgery, aesthetics, ophthalmology, dentistry, physiotherapy and psychiatry. In addition the improved multi-storey car park at the new centre is now operational and offers 350 parking lots for our patients, their families, visitors and doctors, including designated lots for the handicapped. 20 YEAR IN REVIEW 2013 YEAR IN REVIEW

13 HOSPITAL DEVELOPMENT Increased Number of Operating Theatres Mount Alvernia Hospital added two more operating theatres (OT) last year, bringing it to a total of 10 OTs available for surgical operations. Additional surgical facilities will help cut down the waiting time and improve patient flow, in the face of the hospital s expected surgical growth. Other Developments Our structural upgrading has extended beyond the hospital compound to benefit our patients, visitors and staff who use public transport. They can now access the hospital directly from the bus stops at MacRitchie Reservoir without getting wet during rainy days, as it is now fully sheltered. The resurfacing road works were completed in February 2014, along with an overall revision of the traffic flow within the campus. A gentle ramp was constructed at the front porch to allow patients in wheel chairs patient easier access into the hospital. Additional Single Rooms The St Raphael s Maternity Ward has been expanded with five new single rooms to cater to greater demand from patients who want to enjoy the peace and privacy during their stay at the hospital. MIS Developments Housekeeping Management System (HMS) The Housekeeping Management System was extended to interface with the Bed Management System (BMS) to receive housekeeping tasks electronically triggered by patient discharges and/or miscellaneous cleaning job triggered by the Wards in BMS. This improved the turnaround time for housekeeping and made the hospital s facilities available for use more quickly. Customer Relationship Management (CRM) The Customer Relationship Management system was extended to the Parentcraft Centre to provide online registration for Child Birth Education course. Patients can now view the available classes, pick their desired slot and get their registration confirmed immediately. CRM was also integrated with Paypal to allow online payment for event registration, Ladies Card membership subscription and Child Birth Education Course registration. Patients no longer have to wait for a reply as registration confirmation and payment are now completed immediately. Call Centre System The Call Centre System Extension was extended to Parentcraft Centre to improve the management of phone calls from patients. Missed calls are being tracked and followed up to ensure that all inquiries are attended to. Electronic Form & Workflow System Asset transfer and disposal: An electronic form workflow system implemented replaced the manual process for asset transfer and disposal. This facilitated routing of the electronic form to the relevant party for approval and improved the process turnaround time. Material & Stationery Requisition: The electronic form workflow system implemented in place of the manual process facilitates routing of the electronic form to the relevant party for approval, improving the turnaround time. This system performs inventory update electronically and thus reduces error. 22 YEAR IN REVIEW 2013 YEAR IN REVIEW

14 CLINICAL SERVICES Mount Alvernia Hospital endeavours to provide high quality care in a wide range of medical specialties throughout our Clinical Services. Both on-campus as well as accredited specialist doctors collaborate with us in a shared mission of delivering excellent clinical care, with patient care at its centre. The infrastructure, administrative framework, diverse allied healthcare services, onsite diagnostic and emergency medical support managed and coordinated through Clinical Services are attributes that are truly valued by our doctors. Patient-centric healthcare entails an effective quality management system. In the process, it involves specialty doctors for advice on matters related to their specialty, including resource allocation and capital expenditure. By providing a more collaborative model of care, we aim to deliver better outcome for our patients. Diagnostic Imaging Department This department offers the latest technology, specialist radiologists and highly trained technical and nursing staff. It provides a range of diagnostic services to our patients and the community, including fluoroscopy, digital mammography, ultrasound, Doppler, computerised tomography (CT), bone densitometer, lithotripsy, magnetic resonance imaging (MRI) and angiography. In 2013, the hospital expanded our MRI services for prostrate, breast and magnetic resonance angiography (MRA) with the new 3 Tesla MRI digital scanner with Ambient Experience. Together, the two solutions offer patients more comfort during medical treatment and elevate clinical performance with better resolution and high quality images. The new equipment delivers better turnaround time as it now requires significantly less time on the logistics related to patient set-up, overall patient experience and patient management. The MRI and CT area is also renovated as a result of this new installation. The 1.5 Tesla machine also underwent a total imaging matrix (TIM) upgrade to renew its life span. In addition, the upgrade delivered improved image clarity and faster processing. This offers more convenience as a whole-body coverage no longer requires repositioning for multiple exams. Thus, patient examinations now take less time and more examinations can be conducted daily. Further enhancements were made to improve the ambience of the 1.5T exam room for our patients comfort, too. Patients at the hospital have access to the newest, safest and fastest computed tomography (CT) scanner Flash CT that is the leading edge in performing coronary CT scans. It is safer because it reduces use of beta-blockers, hence lowering the risk of radiation exposure and therefore, reject rate for patients. The highspeed scanner can perform a scan of the entire heart in just 250 milliseconds, improving turnaround time and work processes. With a new level of image quality, the Definition Flash gives increased contrast without having to apply the higher radiation dose previously required. This will ensure that patients receive low dose scans that still deliver a high quality image for better diagnosis. The Cardiovascular Laboratory (CVL) upgraded its Image Intensifier to Flat Detectors in Optimized for cardiological applications for its enhanced resolution and clarity, this translates to improved projection for diagnosis and treatment. The system is expected to meet the needs of the demanding interventional cardiologist and supports surgeons in performing the latest image-guided surgical interventions to improve patient care. 24 YEAR IN REVIEW 2013 YEAR IN REVIEW

15 CLINICAL SERVICES Expansion of Health Screening Centre The right preventive care at every stage of life helps our patients stay healthy and active. It is also an avenue where doctors find diseases early, and at a stage when diseases are generally easier to treat and at a lower cost. The health-screening centre went through a facelift and became fully operational in June The new centre now has 4 consultation rooms, 2 ECG rooms and 1 venepuncture room. It is also equipped with the latest assessment tools such as the Body Composition Analyser (analyses sectional body fat in addition to body composition) and high resolution Visual Chart (to test for colour blindness). The expanded facility not only serves more screeners at a time, it also reduces their waiting time. In addition, the comfortable furnishings and ambience of the centre ensure their privacy and comfort. Enhancing Patient Areas at Outpatient Laboratory In 2013, the hospital completed the relocation, renovation and expansion of the Outpatient Laboratory. There is now a comfortable waiting area that seats 12 persons within the Outpatient Lab. Another Paediatric room was added to the current one and both are equipped with TVs that screen cartoon programmes. In addition, a resting corner was created for patients who require rest before blood taking, and for those with long testing procedures. 26 YEAR IN REVIEW 2013 YEAR IN REVIEW

16 caring for our patients The purpose of Mount Alvernia Nursing Services is to ensure that each patient receives professional nursing care that is patient-centred and compassionate, according to his needs and condition, in a conducive and safe patient care environment. Today s nurses are not just caring for the sick. They are now tasked with an even wider range of health care responsibilities as the health care system is dealing with an increasing number of complex illnesses and advent of healthcare technologies. Our model of nursing practice thus encompasses the concepts of collaboration, decision-making, compliance with hospital standards and policies, accountability and continuity. To maintain the bar of service quality, our nurses receive regular update on nursing knowledge and skills by attending in-service courses and clinical updates. 28 YEAR IN REVIEW 2013 YEAR IN REVIEW

17 caring for our patients Fall Prevention Committee Reporting under Nursing Quality Assurance, a committee was formed in 2013 with the aim of bringing awareness and devise strategies to reduce fall rate and hence, reduce the risk of patient injury at all patient care areas. Prior to facilitating the fall prevention program, the committee monitored trends of fall prevention processes and fall rates, collaborated with other hospital committees on fall prevention activities, and recommended improvement initiatives based on evidencebased practice. Improving Inpatient Discharge Cycle Time and Patient Satisfaction Recognizing that an improvement in the discharge process will result in improved patient satisfaction, our nurses embarked on a process improvement project for all wards. The result is a significant 30% improvement in cycle time. Specialized Training The hospital collaborated with National Cancer Centre in 2013 and started an oncology training program to advance the specialty of cancer treatment and care. A total of 12 from various wards attended the training. The hospital also targets to train all staff nurses on an ongoing basis. Parentcraft Centre To help and guide new mothers on feeding and caring for their newborn, our Parentcraft staff visit maternity patients in the wards daily to offer advice and guidance on general newborn care, bathing baby and breastfeeding. The Centre is designed with comfort in mind. It features a cosy waiting area, beverage corner, and a mini library of breastfeeding resources, reading materials and magazines for browsing. To help new parents manage the practical challenge of breastfeeding with visual guidance and demonstration, Senior Lactation Consultant Ms Kang Phaik s Successful Breastfeeding A Practical Guide was recorded as a video and screened on the hospital s in-house TV channel. The video is also available in DVD format. 30 YEAR IN REVIEW 2013 YEAR IN REVIEW

18 COMMUNITY BENEFITS caring for our people As a not-for-profit hospital guided by Catholic values, Mount Alvernia Hospital strives to establish a good balance between its mission and business sustainability. While the focus is on offering high quality medical services that remain affordable for patients, we also give back to the community through year-long community outreach initiatives; providing financial and administrative support to Assisi Hospice; and annual contributions to fund the global missionary work of the FMDM in aid of the poor and marginalised. Since the initiative was launched in 2009, a priority for our community outreach programme has been to promote health and wellbeing, educate on health preventive measures and provide greater accessibility to health checks. The hospital-wide initiative is supported by 90% of our staff and during the year 2013, we reached out to more than 5,100 people. Community-based approaches must start from some shared community understanding of local needs with the grassroot organisation. The majority of the activities in 2013 were centred around making health screening services available right at the doorsteps of the residents. In collaboration with the People s Association, screening stations were set up at participating Community Clubs and were usually conducted on Saturdays or Sundays. The Singapore Heart Foundation is another social group that the hospital works with regularly to provide health screenings, following a Memorandum of Understanding (MOU) to jointly explore activities to promote heart health. In addition, the outreach activities in 2013 were more diversified as we reached out to other religious organisations besides Catholic churches. Our efforts also extended overseas. In 2013, 16% of community health screenings were conducted abroad. In addition to regular sites in Batam and Bintan in Indonesia, our outreach was extended to its capital city of Jakarta, and Ho Chi Minh City in Vietnam. The hospital collaborated with Tien Phong Newspaper, a local newspaper in Vietnam, to organize two charity events. Development Ensuring our workforce has the right skills and abilities is essential to our long-term success. As a people-centric organization, we remain committed in supporting our employees for their learning and development, enhancing their skills and knowledge to meet the needs of the hospital and to achieve their career aspirations. A total of 181 employees went for training last year under WSQ programmes and 38 management and senior executives attended specialised conferences, namely the Annual Medico-Legal Workshop & Seminar, Infection Control, Singapore International Congress of Obstetrics & Gynaecology, Big Data and Analytics in Healthcare. Employees are also sponsored for professional development courses such as Diploma in Nursing and Allied-Health specialties, Advanced Diploma in Nursing and Allied-Health specialties, and Graduate and Post- Graduate courses. Last year, the hospital sponsored five nurses for Advanced Diploma in Nursing in specializations of Gerontology, Medical-Surgical, Critical Care and Paediatrics; and Diploma in Nursing. Encouraging Diversity Singapore s workforce is inherently diverse due to our multi-racial community and increased globalisation. As we have employees from different generations, gender, nationalities and cultures working together, we strive to create an inclusive and harmonious workplace that is fair and ethical. In 2013, the hospital welcomed a total of 156 new hires from ASEAN region including the Philippines, Malaysia and Myanmar, the South Asia region of India, Sri Lanka and Nepal, and Britain. Service Awards In December 2013, the hospital celebrated the service longevity of our employees with the presentation of Long Service Awards for milestones of 5 to 40 years, in recognition and appreciation of their dedicated service. A total Number of Years staff honoured of 96 employees were honoured during the celebration. 32 YEAR IN REVIEW 2013 YEAR IN REVIEW

19 CLINICAL PASTORAL CARE MISSION AWARENESS The Chapel Contemplation and prayer are important aspects of life for the FMDM Sisters. Hence throughout the history of the hospital, the Chapel has been the heart and soul of the infrastructure; a peaceful sanctuary where our Sisters often come for prayer and reflection. In addition, the Chapel at Mount Alvernia Hospital has long been a place of solace for our patients and visitors. It addresses their spiritual needs and their cognitions as part of a holistic healing process. Many parents have also brought their new-borns to the Chapel for a blessing, a unique tradition practised at the hospital. Finally, for the doctors and hospital staff, it offers them a space for a quiet moment before the start or at the end of a long, busy day. The Chapel shifted to its new location after a year-long renovation which started in It was officially opened in February 2013 by Emeritus Archbishop Nicholas Chia, the main celebrant during the inaugural Mass and blessing of the altar. The new purpose-built chapel, which now seats 100 people, features the Cross of San Damiano, the Franciscan heritage of the hospital, set against a commissioned blue stained glass mural titled Water of Life. There is also a shrine devoted to Our Lady of Perpetual Succour. These new features endowed the Chapel with a certain quality that lends a remarkably restorative effect. Gregorian chant is used as music for prayer because of its peaceful and meditative quality. The chants are now played throughout the day from 8.30am to 9pm within the chapel. Mass is celebrated at the Chapel from Monday to Friday from 7.45am to 8.15am. For the convenience of our patients and families, the Daily Mass is relayed live to the wards. An integral move towards improving healthcare quality at the hospital, it is increasingly important to recognise that besides excellent care by physicians and nurses, a team of trained pastoral carers can help to address the patients spiritual and religious needs, regardless of their religion, race, gender or ethnic background. Established by the FMDM sisters in May 1986, the Clinical Pastoral Care department was headed and run by the FMDM Sisters until October 2010; they have since passed the running of the department to lay personnel. Pastoral care is a ministry of compassion, understanding, comfort and love. It is a ministry that encompasses the whole person (termed holistic care ) when the patient s physical, emotional, psychological and spiritual needs call for special and sensitive attention. This is an important part of the care that the hospital offers because spiritual issues are issues of the world and concern our patients deepest values, meaning and purpose in life. The Clinical Pastoral Care department also upholds the hospital s tradition to conduct a baby presentation ceremony for parents who would like to have their newborn presented in the chapel before they leave the hospital for home. A sign of blessing and thanksgiving, this is a short, specially prepared prayer service for the child s well-being, as well as to give the parents continued spiritual emotional support in the upbringing of their child. In 2013, a total of 846 babies were presented and blessed. During the year, Pastoral Carers also conducted a workshop on Human Dignity for over 240 nursing staff. To better support our patients needs, the department expanded to 9 staff in 2013, with 7 formally trained in clinical pastoral education (CPE) program. Mount Alvernia held its first Christmas tree light-up at the new hospital lobby on December 17, After our CEO Luna Lee s welcome message, Sr. Florence Wong and Sr Linda Sim delivered a short reflection-prayer from the Gospel of John on Jesus, Light of the World. The occasion was attended by hospital staff, some patients and doctors. Dr. Julian Theng from Eagle Eye Clinic (EEC) and two of his Church choir members sang a song and our very own choir from Mount Alvernia Hospital and Assisi Hospice choir entertained visitors with a medley of Christmas carols. 34 YEAR IN REVIEW 2013 YEAR IN REVIEW

20 OUR HERITAGE story OUR VISION To be the industry leader in the delivery of compassionate and patient-centred healthcare. GOVERNANCE The Hospital takes its name from the mountain in Italy, where Francis of Assisi was said to have received the Stigmata (imprint of the five wounds of Christ). However, the origins of Mount Alvernia Hospital are more closely tied to Asia and can be traced back to 1950s Singapore. Endemic diseases were rife then in post-war Singapore. The Franciscan Missionaries of the Divine Motherhood (FMDM) immediately started work with tuberculosis and leprosy patients. However, public hospitals were overcrowded and understaffed and the FMDM nuns who worked at the hospitals felt that more could be done to bridge the gap. Pooling their savings and salaries, the FMDM Sisters started a core fund and canvassed for donations. Many generous individuals and companies responded to the call and eventually, enough was collected to build a new private hospital which opened on 4th March 1961 with 60 beds. As a not-for-profit hospital, Mount Alvernia Hospital channels all its net earnings to support charitable causes such as the Assisi Hospice, FMDM s global missionary work and community outreach activities. Today, we continue to provide our unique brand of compassionate care coupled with best clinical practices and modern amenities. Our hospital is committed to delivering value-for-money, high quality healthcare to all. OUR MISSION STATEMENT We deliver compassionate and high quality holistic care regardless of race and religion, guided by the Christian values and the moral teachings of the Catholic Church. OUR CORE VALUES These form the base of our mission and are built around what we believe and influence how we act. They were drawn from Saint Francis of Assisi s life and reflect his spirit, his approach and his conviction. Compassion An act of care showing kindness, empathy and sympathy Attentiveness An act of being present to the needs to the person at all times Respect An act of giving due regards for the feelings and rights of others Integrity An act of commitment to Mount Alvernia Hospital s mission and values demonstrating honestly and trustworthiness The governance and leadership structures are in place to guide us in providing the services as well as responsible stewardship, accountability and controls. The Board members are appointed by the Trustees of the Hospital, acting on behalf of the Franciscan Missionaries of the Divine Motherhood (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) In addition, a Medical Advisory Board (MAB) elected by specialists and appointed by the Board provides oversight of clinical governance matters. The Chairman of the MAB is also a member of the Board. 36 YEAR IN REVIEW 2013 YEAR IN REVIEW