Healthcare practitioners discuss the future of Primary Care

MCI (P) 081/09/2015 National Healthcare Group Polyclinics A Member of the National Healthcare Group Transform Care 2015 ISSUE 03 Public-private collaboration offers residents quality healthcare for the family On 20 September 2015, Hougang Family Medicine Clinic @ Ci Yuan Community Club was officially opened in conjunction with Ci Yuan Community Club. The clinic is a collaborative effort between National Healthcare Group and private general practitioners to provide integrated, comprehensive healthcare to the community. Read more on Page 2 FEATURES CONTENTS Healthcare practitioners discuss the future of Primary Care On 2 and 3 October 2015, some 1,000 healthcare practitioners and administrators from the public and private sectors participated in the annual Primary Care Forum organised by the Primary Care Academy. Read more on Page 4 Promoting wellness by improving health literacy The benefits of health literacy improvement include greater ability to engage in self-care and improved health status. We look at some of NHGP s Allied Health Professionals efforts to engage and empower various segments of the community to develop healthy lifestyle habits. Read more on Page 6 NHGP receives JCI re-accreditation NHGP attained the Joint Commission International (JCI) Accreditation for Primary Care Centres in October 2015. Read more on Page 10 NHGP launches its 15 th anniversary book Page 5 Empowering Nee Soon South residents to make healthier food choices Page 6 Eat better; feel better Page 7 New CD offers psychological techniques that help manage mental health and chronic disease Page 8 Healthy eating promotion kitchen continues operations at Bukit Batok Polyclinic Page 8 Clementi Polyclinic staff bring good cheer to the elderly Page 8 Hosting nurses from China s Jiangsu Province at Ang Mo Kio Polyclinic Page 9 Enhanced self-payment kiosk piloted at Jurong Polyclinic Page 9 NHGP receives bizsafe STAR Award again Page 9 Celebrating excellence; rewarding the exemplary Page 10 Advancing Family Medicine; transforming Primary Healthcare Since its inauguration in 2000, NHGP has operated in a culture of continuous improvement, as it pursues its mission. Let us look at how NHGP has been improving itself to provide the best primary care to the community. Read more on Page 11 UPCOMING General Practitioner s Assistant Course: Advanced Level Page 12 Care for the Elderly Workshop Page 12

02 FEATURE Staff and Senior Management taking a picture with PM Lee. Public-private collaboration offers residents quality healthcare for the family On 20 September 2015, Hougang Family Medicine Clinic @ Ci Yuan Community Club (Hougang FMC @ Ci Yuan CC) was officially opened, in conjunction with Ci Yuan CC, by Prime Minister (PM) Lee Hsien Loong. A collaborative effort by both NHG and private general practitioners, the FMC leverages the clinical and administrative strengths of NHG through its primary care arm, NHGP to provide integrated, comprehensive health and community care to the whole family. Following the opening ceremony, PM Lee was given a guided tour of the clinic. He was accompanied by NHG Chairman Mdm Kay Kuok, NHG Group Chief Executive Officer (GCEO) Professor Philip Choo and NHGP CEO Adjunct Associate Professor (Adj A/Prof) Chong Phui-Nah. Staffed by a qualified medical team, Hougang FMC @ Ci Yuan CC offers comprehensive healthcare services that go beyond medical and clinical care, such as dietetic services. Having a set-up with everything under one roof enables staff to provide better care and give more attention to patients. Patients would not need to be referred to other places for treatment, which may be confusing for elderly residents, said Adj A/Prof Chong Phui-Nah, who is also the clinic s Management Committee Manager. The clinic, with its strategic location in the heart of the housing estate, is a convenient one-stop care option for patients in the community. this FMC can also manage their health better through the systematic administration of a pre-consult survey. With the survey, patients who are at risk will be identified and offered health screenings, if necessary. Patients from any healthcare institutions can be referred to Hougang FMC @ Ci Yuan CC if they choose to seek treatment there and if they are deemed suitable for follow-up care in the community nearer their homes. NHGP is working closely with the FMC to refer suitable patients to the clinic. The doctors of these patients will communicate their medical information and test results to Hougang FMC @ Ci Yuan CC s doctors to ensure continuity of care. Hougang FMC @ Ci Yuan CC is the third FMC opened by NHG, after Ang Mo Kio FMC and Unity FMC located at Serangoon Central. This clinic s unique feature is its extended operating hours until 9.30pm from Mondays to Thursdays to provide after-hours care. Patients at PM Lee having his blood pressure measured during his guided tour of the FMC.

FEATURE 03 Meet the care team Hougang FMC @ Ci Yuan CC is staffed by two full-time qualified Family Physicians alongside a team of nurses, pharmacy and laboratory technicians, operations staff and care facilitators. With its excellent team of healthcare professionals and good medical facilities, the FMC offers patients comprehensive and personalised care in helping them manage their acute and chronic illnesses, and improve their total health and well-being. Let us meet the private practitioners who have collaborated with NHG to set up and operate this FMC. The care team is made up of Family Physicians, Care Managers, Pharmacists, Medical Technicians, Patient Service Associates and Administrators. I gave up solo practice to engage in this partnership for the promise of better patient care, peer learning, a collegiate practice environment and opportunity to train new generations of medical professionals. I also get to retain the autonomy of delivering quality care to patients in the best way I know. This collaboration offers a unique opportunity to marry the key strengths of the motivated and engaged solo general practitioner with the structure and resources available in the teambased care system. By melding clinical, nursing, administrative and operational services, along with excellent communications between these various services, patients get to enjoy the many potential benefits of team-based care. Dr Teo Yee Sheng Victor Family Physician I have been a solo practitioner at Rapha Medical Centre for the past 20 years at an underprivileged part of Singapore s heartland. It has been a joy serving the needy (or less privileged) and sharing their difficult moments and small blessings. Being back in institutional practice now, I am able to leverage the support afforded by public healthcare institutions and health corporations. I am certain that Family Physicians can value add to patient care in the regional health system and health corporations. I am delighted to be a part of the new paradigm of team-based care and I will put in my best to make the FMC model a lasting success. Dr Yee Jenn Jet Michael Family Physician, Consultant Healthcare services offered at Hougang FMC @ Ci Yuan CC Common Acute Ailments Laboratory Services Chronic Care Minor Procedures (e.g. incision and Diabetic Foot Screening drainage of abscess and eye lid stye, Diabetic Retinal Photography removal of cyst, lump, wart and corn, etc.) Dietetic Services Pharmacy Services Statutory Health Checks Treatment Procedures Opening Hours Mon to Thu 8.30am 9.30pm Friday 8.30am 4.30pm Sat 8.30am 12.30pm Sun & PH Last registration for morning consultation at 12.30pm Closed for lunch from 1.00pm 2.00pm Last registration for evening consultation at 9.00pm Last registration for morning consultation at 12.30pm Closed for lunch from 1.00pm 2.00pm Last registration for afternoon consultation at 4.00pm Last registration for morning consultation at 12.00pm Closed Address 51 Hougang Avenue 9, #02-01 Ci Yuan Community Club, Singapore 538776 Tel: 6315 3323 Fax: 6315 6730 Email: enquiries@hougangfmc.com.sg Subsidies Patients under the Community Health Assist Scheme (CHAS) and Pioneer Generation Package (PG) will receive subsidy for healthcare services at the FMC. Patients can also tap into their Medisave funds to manage their chronic diseases under the Medisave Chronic Disease Management Programme.

04 ADVANCING FAMILY MEDICINE Healthcare practitioners discuss the future of Primary Care On 2 and 3 October 2015, some 1,000 healthcare practitioners and administrators from the public and private sectors participated in the annual Primary Care Forum organised by Primary Care Academy. The two-day event took place at Singapore Expo, in conjunction with National Healthcare Group s Singapore Health and Biomedical Congress. It was graced by Guest of Honour Mrs Tan Ching Yee, Permanent Secretary for the Ministry of Health. From left: Dr Tang Wern Ee, Head, Clinical Research Unit, NHGP; Dr Richard Lee, Family Physician, Associate Consultant, NHGP; Dr Wong Tien Hua, President, Singapore Medical Association; Prof Kurt Stange, Keynote Speaker; Mrs Tan Ching Yee, Permanent Secretary, Ministry of Health; A/Prof Roar Maagaard, Plenary Speaker; Adj A/Prof Chong Phui-Nah, CEO, NHGP; Dr Darren Seah, Assistant Director, Family Medicine Development Division, NHGP; Dr Lew Yii Jen, Senior Director, Clinical Services, NHGP; Dr Predeebha Kannan, Head, Primary Care Academy, NHGP; Dr Peter Chow, Chief Operating Officer, NHGP; Dr Lee Eng Sing, Deputy Head of Clinical Research Unit and Head of Hougang Polyclinic, NHGP. This year s annual Primary Care Forum examined how primary care providers can act as key intermediaries who are accountable, able to sense population health needs and respond in a timely manner from the frontlines of the healthcare system. Aptly titled Primary Care: Beyond 50 Years of Healing and Caring in the Community, the theme highlighted how primary care is the cornerstone of an advanced healthcare system that can adapt and evolve to meet the changing needs of the population. Many developed countries face similar healthcare challenges; namely, healthcare affordability, an ageing population, increasing prevalence of non-communicable diseases as well as the threat of emerging infectious diseases, noted NHGP CEO Adj A/Prof Chong Phui-Nah during her welcome address. As Singapore moves beyond its 50th year of independence, primary care has to carefully consider its future path if it wants to be a key player in the healthcare landscape of the future. Lending a global perspective on the future of primary care, keynote speaker Professor Kurt Stange, Professor of Family Medicine, Epidemiology & Biostatistics, and Sociology and Oncology at Case Western Reserve University and Associate Director of the Case Comprehensive Cancer Center, spoke about how primary care physicians should remain accountable to their patients in an increasingly complicated healthcare system. He shared how primary care can help the population create health, minimise illness and overcome disease. Speakers taking questions from the audience. The Primary Care Forum was attended by around 1,000 healthcare practitioners and administrators.

ADVANCING FAMILY MEDICINE 05 The second international plenary speaker, Associate Professor Roar Maagaard, Associate Professor at University of Aarhus and Intermediate-Past President of the Danish College of General Practitioners, spoke about the strong focus on primary care in the Danish health system which is amongst the top 10 health systems in Europe. He also talked about general practice training in Denmark and Europe. NHGP launches its 15 th anniversary book Another key highlight of the forum is the panel discussion chaired by Dr Wong Tien Hua, President of the Singapore Medical Association. As Singapore embarks to operationalise a population management strategy in the Regional Health Systems, the lively session saw Prof Stange, A/Prof Maagaard and local healthcare thought leaders exploring the topic of Primary Care and the Accountability for Population Health. About 30 other local and overseas speakers were also featured at the forum. The various domain experts covered topics such as social determinants that influence health outcomes, areas of curriculum and faculty development, and the breadth of issues different primary care physicians have to manage such as ethics in aesthetics, and the duty of care. NHGP's 15th anniversary book was launched at Singapore Expo's MAX Atria. Long Service Staff were honoured at the event for their dedication over the past 15 years and more. A/Prof Maagaard sharing about the Danish experience in modernising primary care. Minister for Health Mr Gan Kim Yong viewing the mini exhibition featuring artefacts and key milestones. Prof Kurt Stange delivering his keynote on the second day of the forum. A panel discussion on primary care and the accountability for population health. On 2 October 2015, Minister for Health Mr Gan Kim Yong and NHG Chairman Mdm Kay Kuok launched NHGP s 15 th anniversary book. Titled NHG Polyclinics: 15 Years of Transforming Primary Healthcare, the book marks the institution s 15-year journey alongside Singapore s 50 years of nation building. The event, held prior to the Primary Care Forum, was also graced by Permanent Secretary for Health Mrs Tan Ching Yee, NHG Group CEO Prof Philip Choo, and NHGP CEO Adj A/Prof Chong Phui-Nah. Chronicling NHGP s 15-year journey, the book celebrates the institution s spirit and tenacity as told through the stories of past and present leaders, doctors, nurses and Allied Health Professionals. It is also NHGP s way of showing appreciation to all its dedicated staff and partners who have journeyed with the organisation over the years.

06 PROMOTE A HEALTHIER COMMUNITY Promoting wellness by improving health literacy Combat obesity through a healthy diet and mind On 22 August 2015, a series of talks was conducted in Jurong Polyclinic to educate the community about combating obesity holistically. The event a joint effort by the clinic s nursing team, Resident Physician Dr Jeganathan Salaeth Deepan Singh, Dietitian Ms Janie Chua and Psychologist Ms Zeng Weiting - was attended by 30 participants. Dr Deepan motivated participants to take actions toward reducing their risk of becoming obese, and equipped them with the relevant knowledge and skills. Ms Chua then offered practical tips on how to combat obesity through appropriate food portions and choices. The participants also learnt from Ms Zeng on how stress, negative thoughts and poor quality sleep can trigger excessive eating. Other highlights of the event included a quiz competition to reinforce participants knowledge. Participants also had their height and weight measured to identify their body mass index (BMI) category. Ms Chua educating participants about appropriate food portions and choices. It was an engaging session filled with lively discussions. Goodie bags filled with educational materials and light snacks, courtesy of NHGP, were distributed to participants. Say goodnight to insomnia On 7 September 2015, NHGP s Ang Mo Kio (AMK) Polyclinic collaborated with the management of AWWA (Asian Women s Welfare Association) Senior Community Home to organise a talk on insomnia. At the talk, Psychologist Mr Yap Chee Kong of AMK Polyclinic shared the different ways to cope with insomnia. It was an insightful session for the 50 residents from the home and AWWA s Dementia Day Care Centre. Mr Yap conducting an engaging talk on insomnia. The team from AMK Polyclinic preparing snacks for the residents. Stay active for better health To commemorate Physiotherapy Day, NHGP s physiotherapists held community outreach activities across NHGP s nine polyclinics on 19 and 21 September 2015. The activities sought to teach the community ways to stay active throughout their growing years. Participants taking part in a resistance band exercise As the human body changes over the years, exercise can help keep the body strong and healthy throughout the different stages in life. Themed Stay active for better health, the sessions included talks and exercise sessions with exercises customised to the needs of different groups of people such as exercises to help older adults prevent falls. Through these sessions, participants learnt about the roles of NHGP s physiotherapists and the organisation s physiotherapy services. Empowering Nee Soon South residents to make healthier food choices Under the memorandum of understanding (MOU) between NHGP and Nee Soon South (NSS) Constituency s Active Consultative Committee, a string of healthy eating programmes was jointly organised by NHGP and NSS wellness centre. The MOU, which was signed on 1 June 2014, aims to support residents care needs in areas such as dietetics, and equip them with relevant knowledge and skills required to lead healthier lives. A guided trip to the supermarket On 28 July 2015, Dietitians Pauline Xie and Chan Sau Ling organised the first supermarket tour for residents of NSS. During the 1.5-hour tour at NTUC Fairprice at Khatib, the 11 participants learnt how to read food packaging labels and select healthier food options. Talk on healthy eating for NSS residents Dietitian Abbie Sim conducted a nutrition talk at NSS Wellness Centre on 17 October 2015. Ms Sim introduced residents to the DASH (Dietary Approach to Stop Hypertension) diet and shared tips on how to reduce salt in their cooking. She also taught residents how to choose healthier foods when eating out and how to read food labels when shopping for groceries. A Sweet Talk on managing and preventing diabetes To mark World Diabetes Day on 14 November 2015, an event titled A Sweet Talk was held for NSS residents. Targeted at those with diabetes, at risk of diabetes and caregivers, the event aimed to help them understand what diabetes is and how it can be managed. Highlights of the event included health talks and diabetic health screenings. The event also featured interactive booths helmed by staff from Yishun Polyclinic, Podiatry Services, Dietetics Services and NHG Pharmacy.

PROMOTE A HEALTHIER COMMUNITY 07 Eat better; feel better Apart from improving weight management, a healthy diet can help people prevent and manage chronic conditions. Between August to November 2015, numerous events were conducted by NHGP to educate the community on how to combat chronic diseases through healthy eating. Eat right for better kidney health On 23 August 2015, Senior Dietitian Estonie Yuen and Dietitian Abbie Sim conducted a nutrition session titled Eating right for kidney health at Masjid Al- Mukminin s Women s Health Day event. During the session, Ms Yuen shared about improving kidney health through healthy eating and taught participants how to shop for healthier food. Ms Sim then conducted a cooking demonstration. The event which NHGP s Choa Chu Kang Polyclinic co-organised with the South West Mosque Clusters, National Kidney Foundation, Jurong Health, Health Promotion Board (HPB) and Singapore Cancer Society was a success, with 83% of the 150 participants indicating that they would apply the healthy eating tips in their daily lives. The dietitians were presented a token of appreciation. Participants learnt how to choose healthier alternatives at the food tasting counter. Achieve a healthy hearty diet In conjunction with World Heart Day, NHGP s dietitians and Health Promotion and Preventive Care division jointly conducted nutrition talks to raise awareness about heart disease. During the talks, which were held on 12 and 19 September 2015 at Hougang and Choa Chu Kang Polyclinics respectively, Dietitian Chan Sau Ling and Senior Dietitian Janie Chua, shared the principles of a healthy hearty diet. Participants also learnt about the DASH (Dietary Approaches to Stop Hypertension) diet and how to apply HPB s My Healthy Plate concept in their eating practices. The nutrition session was attended by residents aged 50 and above. Beyond 50: manage chronic diseases through healthy eating On 10 October 2015, Nanyang Community Club s Active Ageing Committee invited Ms Chua to conduct a nutrition session for residents aged 50 and above. Themed Dietary Management for Chronic Conditions, the session featured a talk on how older adults with chronic conditions like diabetes, high cholesterol and high blood pressure can achieve a healthier diet. Ms Chua also conducted a cooking demonstration where she prepared oatmeal fish porridge and creamy corn dessert. Both dishes are easy to prepare and suitable for senior citizens. Age healthily the Healthy Plate Way In conjunction with SG50 and to promote active ageing, Chong Pang Community Club invited NHGP to set up a nutrition booth at their Health Awareness Day event on 25 October 2015. At the booth, Senior Dietitian Wong Yuefen and Ms Sim shared with residents how to eat the Healthy Plate Way. Residents learnt about different food groups and how to portion their meals through a healthy plate game. The dietitians also demonstrated how to make a healthy cold breakfast using oats and distributed the recipe and educational hand-outs at the booth. Recipes for better diabetes care To encourage healthy eating among patients in the diabetes support group, NHGP s dietitians conducted the first patient-dietitian cooking session at Woodlands Polyclinic on 31 October 2015. During the session, Dietitian Sharon Teoh and a patient volunteer from the clinic conducted a cooking demonstration, preparing two healthy dishes a vegetable curry without coconut milk, and assam fish. The recipes were distributed to participants, who commented that both dishes were tasty and easy to prepare. Ms Sim sharing about the "My Healthy Plate" concept and healthy food choices. Ms Wong demonstrating how to prepare cold creamy oats. Keep illnesses at bay through healthy nutrition On 13 October 2015, Ms Chua was invited by Ngee Ann Polytechnic s School of Health Sciences to conduct a nutrition talk titled Healthy Nutrition As We Age. The talk was part of a two-day course under the CET Academy that aims to equip older adults with the relevant skills to manage their own well-being and age healthily. Ms Chua shared on how to reduce cholesterol and high blood pressure, and provided tips on preventing osteoporosis. To promote healthier food alternatives and challenge the notion that healthy food tastes bland, Ms Chua invited participants to take part in a blind taste test where they had to discern the difference between regular products and their healthier alternatives such as high fibre white bread versus white bread. Participants were also taught how to read food labels. Goodie bags filled with healthy food products courtesy of NHGP were distributed after the talk. Ms Teoh conducting a cooking demonstration with a patient volunteer. There was a good turnout for the cooking session.

08 PATIENT EMPOWERMENT New CD offers psychological techniques that help manage mental health and chronic disease People under chronic stress encounter stress from multiple sources. There is a strong correlation between stress and chronic diseases. Imagery can motivate patients to incorporate life changes by tapping on their inner strength to find hope and perseverance. It is evidence-based and patients have been giving good feedback (about it). Dr Wong Mei Yin, Principal Psychologist, NHGP In conjunction with World Mental Health Day on 8 October 2015, NHGP launched its second CD on stress reduction techniques. Developed by NHGP s Psychology Services, the CD, titled Release Stress Now: Take Charge of Chronic Disease, teaches patients a psychological technique of imagery that allows them to take greater control of their mental health and chronic disease(s). These relaxation techniques complement the treatment of doctors, nurses and other Allied Health Professionals. The CDs are distributed to patients. The audio tracks can also be accessed online at http://www.nhgp.com.sg/our_care_team/. Healthy eating promotion kitchen continues operations at Bukit Batok Polyclinic Operations of the healthy eating promotion kitchen known as Great Simple Tasty (GST) Corner at Bukit Batok Polyclinic will continue even after co-funding from the Health Promotion Board for the one-year pilot initiative ended in July 2015. GST Corner, which began operations in August 2014, was jointly designed and set up by NHGP s dietitians and Health Promotion and Preventive Care division. Through interactive cooking demonstrations and interactive food tasting sessions, the initiative provides additional health education on healthy eating to patients and caregivers. To reinforce the learning experience, patient education handouts and recipes are distributed to the daily crowd. The recipes are tailored to suit a theme that changes every three months. that they found the health corner useful and that it has helped increase their knowledge on creating healthier meals and making healthier food choices. Most visitors also said they were willing to start making changes to their eating habits. Over the year, the GST Corner has attracted close to 6,000 visitors, most of whom gave positive feedback. More than 98% commented Cooking demonstrations are conducted at the GST Corner. BEYOND HEALTH PROMOTION AND CARE 08 Clementi Polyclinic staff bring good cheer to the elderly The team from Clementi Polyclinic and the elderly from Lions Befrienders. As part of a community outreach programme, 20 staff from Clementi Polyclinic spent their afternoon with 35 elderly from Lions Befrienders on 19 September 2015. During their two-hour visit, the clinic volunteers celebrated Mid-Autumn Festival with the elderly by putting up a play about the origin of the festival. They also entertained the elderly through games and activities. It was a funfilled afternoon for the elderly, who gave feedback that they would like to have more get-together sessions with the clinic s staff.

ENGAGE HEALTHCARE STAKEHOLDERS 09 Hosting nurses from China s Jiangsu Province at Ang Mo Kio Polyclinic The delegates from China's Jiangsu Province with their NHGP hosts. On 10 September 2015, NHGP s Nursing Services division and Ang Mo Kio (AMK) Polyclinic hosted a group of 20 nurse administrators and educators from the Jiangsu province of China. The purpose of their visit was to learn about Singapore s primary healthcare system. Head Nurse of AMK Polyclinic Senior Nurse Manager Nirmala Nair, Deputy Head Nurse of AMK Polyclinic Nurse Manager Wong Ei Eing, and Assistant Nurse Clinician Xie Shuqin gave the delegates a tour of the clinic. The visitors learnt about the services offered at NHGP, its nursing facilities and services, and the training pathways provided by the institution to its nurses. This event was conducted in collaboration with Nanyang Polytechnic s Nursing Management, Nursing Pedagogy and Updates in Medical-Surgical and Community Health Nursing course. ENHANCE HEALTHCARE FACILITIES 09 Enhanced self-payment kiosk piloted at Jurong Polyclinic To shorten patients payment queue time, NHGP has implemented self-payment kiosks that accept NETS, NETS Flashpay, NETS Cash Card and EZ-Link at all nine polyclinics. On 16 October 2015, a new generation of the self-payment kiosks was rolled out in Jurong Polyclinic. The enhanced kiosk offers additional cash and credit card payment modes, including the contactless PayWave feature. Another new feature is its improved design and user interface. The improved visual display makes it more user-friendly for different groups of patients. The enhanced self-payment kiosks have been well received by patients. They have helped ease the payment queue and waiting time in Jurong Polyclinic, completing about 500 transactions or approximately 30% of total bills. Staff productivity and satisfaction have also improved since the introduction of the enhanced self-payment kiosks. The enhanced self-payment kiosk offer additional payment modes and an improved design and user interface. PROVIDE QUALITY PATIENT CARE 09 NHGP receives bizsafe STAR Award again On 26 October 2015, NHGP was once again awarded the bizsafe Star Award. The certification is a national initiative started by the Singapore Workplace Safety and Health Council in April 2007, and is supported by the Ministry of Manpower (MOM) to promote workplace safety and health across all industries. The highest of five quality levels, the Star level affirms NHGP s commitment to workplace safety and health. In November 2012, NHGP was the first and only healthcare institution in Singapore to be awarded the bizsafe Star. The certification is renewed triennially, with an audit conducted by an MOMapproved auditor.

10 PROVIDE QUALITY PATIENT CARE Celebrating excellence; rewarding the exemplary As the saying goes, excellence is the gradual result of always striving to do better an art won by training and habituation. In September 2015, numerous individuals from NHGP were recognised and rewarded by the National Healthcare Group (NHG) for their contributions and dedication in continuously improving the standards and quality of healthcare. Rewarding best practices and the attitude of continuous improvement Staff and management members from NHGP celebrating the good works of the NHGP EIA Award recipients. On NHG s 15 th Quality Day, eight individuals and service teams from NHGP were recognised for their exemplary efforts in seeking continuous improvements, innovation and best practices. Over 300 staff across NHG s different institutions attended the event, which was held on 2 September 2015 at Tan Tock Seng Hospital. One of the awards received during the event is the Excellence in Action Award. It is presented to staff and teams who have provided exceptional service, helped improve customer service or patient safety and consistently demonstrated NHG s CARE values Confidence, Attentiveness, Respect and Empathy. Other awards received included the Improvement Project Award in the Best Project category. The award recognises improvement projects that have produced sustained positive outcomes and have the potential for expansion within the institution or across the NHG cluster. The Clinical Practice Improvement Programme s (CPIP) graduation ceremony was also held during the event, where 16 staff from NHGP received their certificates. The programme by NHG provides a platform for multi-disciplinary healthcare teams to learn the principles and tools required to lead improvement projects. After graduating, these staff will help lead efforts to improve patient care. Recognising inspiring and nurturing educators Educators play a pivotal role in ensuring a strong pipeline of professionals ready to deliver the best care and meet Singapore s future healthcare needs. For their dedication and commitment in nurturing future healthcare professionals and inspiring young clinicians to aim for excellence, 12 staff from NHGP received the NHG Teaching Excellence Award. The ceremony was held on 4 September 2015. The award recipients from NHGP were recognised under the following award categories: NHG Education Leaders Award, NHG Outstanding Nurse Teachers Award, NHG Teaching Award for Allied Health Educators, NHG Teaching Award for Non-Physicians, NHG Teaching Award for Junior Clinicians, and NHG Teaching Award for Nursing Preceptors. Recipients of the NHG Outstanding Nurse Teachers Award. Honouring community partners who contribute to quality and service excellence To encourage best practices and patient safety, NHGP has extended its reach beyond the institution through its Guiding Hands Volunteer Programme. Mr Joseph Ong a patient of NHGP who volunteers at Toa Payoh Polyclinic received the inaugural Exemplary Patient & Caregiver Award at NHG s 15 th Quality Day. The award recognises model patients and caregivers in their tireless support to fellow patients and healthcare staff, and for making healthcare service delivery a more positive experience. Mr Joseph Ong Ah Yee receiving the award from A/Prof Chua Hong Choon, Deputy CEO of NHG and CEO of Institute of Mental Health. NHGP receives JCI re-accreditation In October 2015, NHGP once again received the Joint Commission International s (JCI) seal of approval for achieving excellence in Primary Care Standards. The survey audit was conducted in NHGP s nine polyclinics between 12 to 16 October 2015 by JCI surveyors Dr Paulo Neno and Dr Arvind Patel. NHGP was assessed in five core areas: Community Involvement and Integration, Patient-Centred Services, Organisation and Delivery of Services, Improvement in Quality and Safety, and the International Patient Safety Goals. culture of safety and quality within primary care centres that strive to continually improve patient care processes and results. NHGP first attained the JCI Accreditation for Primary Care Centres in August 2012. The JCI s accreditation standards are developed by experienced physicians, nurses, administrators and public policy experts from around the world. The accreditation process is designed to create a NHGP was awarded the JCI Accreditation for Primary Care Centres.

NHGP 15 11 This section is a special feature to celebrate NHGP s 15th anniversary. Since its inauguration in 2000, NHGP has operated in a culture of continuous improvement. This has spurred the institution to set international benchmarks for excellence in primary healthcare and patient safety. For instance, NHGP is the first primary care provider in Singapore to receive the prestigious Singapore Quality Class Certification on 30 June 2005. Each new milestone reinforces the organisation s mission to do better. Let us look at how NHGP has evolved to provide the best primary care to the community. Advancing Family Medicine; transforming Primary Healthcare Increasing accessibility to healthcare services NHGP has adopted patient care innovations to enhance patient experience and increase accessibility to its services. For instance, numerous improvements were made to its appointment system to ensure a more convenient and pleasant patient experience. Starting from the enhanced appointment system, which offers more predictability on waiting time, the Contact Centre was then set up in January 2005. Patients could call in to book advance and same-day appointments, and reschedule existing appointments. On 15 December 2013, NHGP launched a mobile application that allows patients to make same-day appointments, reschedule selected appointments, make enquiries, give feedback, refill their medication, and obtain information on NHGP s various services. The convenience offered by the application helps patients better manage their time as they can arrive at the clinic closer to the timing given. The Telecare programme is another technological innovation that has enhanced accessibility to healthcare services. Rolled out in 2014, the programme lets patients with stable chronic conditions monitor their health status from home. Nurse Care Managers can also assist them in disease management through tele-consultations, if necessary. Advancing Family Medicine through education Family Medicine has improved the standard of care by reducing cases of unnecessary hospitalisation and improving chronic disease management. As Family Medicine plays an integral part in primary healthcare through providing preventive, comprehensive, continuing and coordinated care in community settings, it is important to groom new generations of well-trained and caring Family Physicians. Permanent Secretary for Health Mrs Tan Ching Yee viewing the clinical skills laboratory at the Family Medicine Academy. In May 2005, the first Family Physician Clinic was launched in Ang Mo Kio Polyclinic. Subsequently, in 2007, the Primary Care Academy (PCA) was established to train primary healthcare professionals and clinic assistants at General Practitioners (GP) practices under one roof. In October 2008, another training milestone was attained with the establishment of the Family Medicine Development division which revamped the Family Medicine training programme for doctors in NHGP. The Family Medicine Academy was then opened at Bukit Batok Polyclinic in September 2013, with Lee Kong Chian School of Medicine as its primary partner. The FMA is the first primary care training facility in the community for medical undergraduates in Singapore. Providing comprehensive care by developing more services NHGP s doctors and various healthcare professionals work as a team to deliver holistic care to patients with chronic conditions. The roles and services provided by NHGP s nurses, dentists and Allied Healthcare Professionals have continuously evolved to cater to the varying needs of its patients. As NHGP moved towards chronic disease management in the early 2000s and patients came with increasingly complex issues, new services were added. They included podiatry, psychology and physiotherapy services. By providing a wide range of services in the primary care setting, patients can conveniently receive comprehensive care in one location. Members of a care team in one of NHGP's nine polyclinics. To meet patients' needs at various stages of their illnesses, each patient will be cared for by a teamlet of healthcare professionals. NHGP empowers the community to help themselves and their loved ones achieve and maintain good health by conducting courses and educational talks. A dietitian educating her patient on how to achieve a healthy diet. Culture of continuous improvement: numerous improvement projects are conducted by staff annually to improve clinical processes and patient experience.

UPCOMING General Practitioner s Assistant Course: Advanced Level The General Practitioner s Assistant course is specially designed for clinic assistants, with the aim of helping to raise the service level. Basic understanding on the management of chronic diseases such as diabetes mellitus, hyperlipidaemia, hypertension and asthma Administration of medication via nebuliser and inhaler Use of meter dosed inhaler (MDI), spacer, dry powder inhaler, (Turbuhaler and Accuhaler) 12 Lead ECG (Electrocardiography) Overview of the use, common side effects, precautions and active ingredients of medication used to treat common medical conditions such as upper respiratory tract infection (URTI), pain, infection, hypertension and diabetes mellitus Date : 25 and 26 February 2016 Time Course Fee Venue Email : 1.30pm 5.30pm : $380 (excluding GST) : Primary Care Academy Learning Centre, Choa Chu Kang Polyclinic Level 3, 2 Teck Whye Crescent, Singapore 688846 : secretariat@pca.sg Registration : Please call 6496 6683 Care for the Elderly Workshop With the busy schedules of Singaporeans, getting someone to help out at home is often a necessity. But if you have elderly parents or young children at home, would you entrust their care to a caregiver who may not be adequately trained? Would you want to learn the skills on how to care for your family more effectively or encourage your parents caregiver to go for the training as well? Date : 31 March 2016 Time Course Fee Venue Email : 10.00am 5.00pm : $110 (excluding GST) : Primary Care Academy Learning Centre, Choa Chu Kang Polyclinic Level 3, 2 Teck Whye Crescent, Singapore 688846 : secretariat@pca.sg Registration : Please call 6496 6683 The Primary Care Academy offers a training programme conducted by experienced registered nurses to equip you and your caregiver with the basic skills in caring for the elderly. If you are a caregiver or employer of a caregiver, this training programme will enhance your ability and improve your caregiver s skills in providing excellent care to your loved ones. The course covers: Hygiene and grooming Feeding Waste handling Communication Safety Publisher Corporate Communications National Healthcare Group Polyclinics www.nhgp.com.sg Advisor Chief Editor Editor Dr Peter Chow Goh Geok Ngoh Jeannie Ong For all editorial queries and feedback, please email to NHGP_CorpComms@nhgp.com.sg