Read on and find out how the NUS-ISS x Kwong Wai Shiu Hospital SkillsFuture Mentorship Programme has trained, Madam Hariati, Senior Nurse Manager, Thye Hwa Kwan Home Care Services, and her team with priceless experiences to achieve more.
1. Why did you choose to join the NUS-ISS and KWSH SkillsFuture Mentorship Programme?
The NUS-ISS x Kwong Wai Shiu Hospital SkillsFuture Mentorship Programme enabled us to use the knowledge gained in this project to support and guide the formulation and decision-making process of future strategic and business plans, major change management initiatives for business sustainability and continuity, and strategic human capital reskilling and redeployment.
We had a clear understanding of our strongest skill sets and how we could use the relevant knowledge in an effective way. The project management experience involves the ability to make professional plans, set and reach goals, and work with colleagues to resolve project issues.
2. Share your experience on the mentorship journey with NUS-ISS:
Our mentors were Ms Bethia Chua and Mr Brian Ng, they were very professional and helpful and gave good advice on the project that we worked on. We could refer to them at any time and they were there to assist. The knowledge sharing and fun activities made the class very engaging. In addition, the learning journey were made easy with the guidance given by the mentors. The duration of the programme was just nice. We were able to juggle our time between fulfilling our duties and completing our project. The class size was kept small so that we can focus on our group work. Using technology as an enabler had definitely allowed us to innovate and streamline work processes.
3. Share more about your team's project:
It is in the pipeline to integrate Home Care and Elderly Services to a new service care model. However, currently there is differing referral management for these two divisions. The processes involved are unsynchronized and, may be convoluted. On top of that, screening of cases could happen before or after AIC (Agency for Integrated Care) assigns the referral, and this adds to the complexity, and turnaround time of the referral cycle.
The proposed outcome of this initiative is threefold. One to enhance efficiency, capability and capacity of staff through cross knowledge and skills to achieve desired outcomes in referral management. Second to improve timeliness of care and service delivery, reducing referral cycle starting from the referral source to the inception of service to the user from minimum of 7 days to 5 days, Thirdly to improve client experience and satisfaction: To see a 10% satisfaction improvement through surveys done within 6 months of services being rendered.
Diagram above shows how efficiency is achieved, ensuring timeliness of care and service delivery from 7 to 5 days.
4. How has the programme benefitted and empowered your team ?
The programme enabled us to re-design and improve on work processes by making it more efficient, effective and productive. We managed to find ways to save manpower, time and reduce turnaround time when we receive a referral. The idea was well supported by our Divisional Director. We were empowered to test out the project and was granted protected time to complete our assignment. The trust and reassurance given have boosted our confidence and we are proud to showcase our success story.
5. What is your one biggest key takeaway from this programme?
The implementation of process re-design is crucial for growth and development. We had to analyse the current work process, did research on the impact of the change to various stakeholders and manage the challenges as we implement the change.
6. What are some words of advice you would share to future organisations keen on taking up the programme?
The knowledge that we have learned benefitted us in many ways. We worked closely with internal and external stakeholders to get ideas and actualise them through our project. I recommend introducing the program to future organisations especially for those who has the desire to improve work processes while making in simple and seamless.
Thank you Madam Hariati for her sharing and we wish THK all the best!
Want to learn more about the NUS-ISS x Kwong Wai Shiu Hospital SkillsFuture Mentorship Programme? Visit here.