Other Appointment – Service & Quality Council Member, Institute of Service Excellence at SMU (ISES) Governing Council Singapore Management University Member, People Developer Council (2000 – 2002) Member, Standards Council, SPRING Singapore (2001 – 2007) Member, Lifelong Learning Endowment Fund Advisory Council, Ministry of Manpower (2006 – 2009) Member, Incentives & Grants Committee, Singapore Workforce Development Agency (2006 – 2009) Member, Singapore Tourism Board (2004-2007)
What will patients see, feel, smell … when they enter the hospital 5 years from now ?
What services, facilities will we offer?
Who are the 5 key leaders?
The Bureaucrat’s Approach Prove to me that you are dying then I will give you what you need to barely stay alive because we didn’t want you to develop a dependency mindset. We don’t really have to do this for you, you know? You would better appreciate it.
We are ladies and gentlemen serving ladies and gentlemen
Setting The Tone From The Top Our Priority Our patients are the most important people in this hospital. We put the well-being, interests and convenience of our patients before our own in everything that we do. No reserve car parks for bosses
“ Learning from the Best” Raffles Hotel National Library Board Singapore Telecoms General Electric Ritz Carlton Hotel Bernard Harrison & Friends Glaxo SmithKline Agilent Technologies Victoria Junior College Ikea Chris Lowney Singapore Prisons
People Participation Programmes -Quality Circles -Staff Suggestion Scheme -Support Group Organisational Management Systems (Tools & Initiatives) FOUNDATION INTERMEDIATE 6 Sigma Programme Balanced Scorecard Toyota Production System Management & Planning -Strategic Planning -Leadership Development Programme
Continuing Business Excellence Voice of Customer Process Mapping Customer Feedback System Process Measurement 5S House-keeping ISO 9001:2000 Integrated QEMS ISO 9001/ISO 14001 Singapore Quality Class People Developer Standards ISO 14001 JCI Singapore Quality Award ADVANCED
1. Define 2. Measure 3. Analyse 4. Improve 5. Control Six Sigma Process Design/Re-Design
Grab a bite! Paging Service Home Sweet Home Pre-Appointment Reminder via SMS/Letter Appointment Day Registration Blood Test Consultation Post Consult Services Appointment & Payment Pharmacy “ WOW @ Specialist Outpatient Clinic ” Preparing you for Hospital Admission Height & Weight Chaperon Your experience starts here Waiting for Consultation Meal Voucher
A Bias For Action “ Take small steps in rapid succession.” - Mr Khaw Boon Wan Minister for Health Think, think, do, think, do, think, do ….. (not paralysis through analysis) Fast, temperamental horses, not slow docile mule
“ I posed the challenge to the AH rebuilding team: build a hospital… designed with patients unambiguously at the centre of the focus, with technology fully exploited for the benefit and convenience of patients…. It will be a hospital which is well linked… and to which the patients can be transferred seamlessly… It will be a hassle-free hospital.”
- Mr Khaw Boon Wan
Minister for Health
17 March 2004
“ Hassle-Free Hospital”
Do to healthcare what NLB has done for library Transforming Healthcare
Trailblazing Hospital of The Future Touching Lives, Pioneering Care, Making A Difference - Dr James Low, Head, Geriatric Medicine