1. LIFESTYLES
AND CANCERS
AN NCCS QUARTERLY PUBLICATION
January – March 2014
Issue No. 28 • MICA (P) 061/10/2010
Salubris is a Latin word which means healthy, in good condition (body) and wholesome.
...HELPING READERS TO ACHIEVE GOOD HEALTH
3. BRINGING DISNEY TO NCCS
Do theme parks and cancer centres have anything
in common? The immediate response that comes to
mind might be “no”. But not for Dr Terence Tan, NCCS
Director of Quality Management. Parks like Disney’s
Customer Care Philosophy are important to his goal of
enhancing Service Quality in NCCS. This is the man
who, in the last four years, has led his team to develop
the softer side in patient care to become an institution
with a heart – where patients are treated with not only
the best equipment possible, but also with empathy
and patience. In this candid interview, Dr Tan shares
with SUNNY WEE why Service Quality is so important,
the challenges he faces and his aspirations for the
NCCS Cares programme.
Q: WHAT WERE THE
CHALLENGES YOU FACED WHEN
YOU WERE ASKED TO TAKE
CHARGE OF SERVICE QUALITY
AND ALL THE RELATED ISSUES?
When I was first appointed to be Director
of Quality Management (QM) in April
2009, I had no prior experience with
service quality. My experience with
quality management was from having
been chair of the Radiation Oncology
department’s Quality Committee and
a member of the institution’s Radiation
Safety Committee.
The Quality Management Department
that I took over from my predecessor Dr
E. J. Chua did not just deal with Service
Quality (SQ). It also dealt with Quality
Management, Licensing, and also the
functions of the Health Performance Office.
So my challenge really was leading the
department and learning all its various
functions. For SQ, it was learning
about the management of feedback,
specifically, analyzing data and learning
from the feedback collected, and working
with the various departments to improve
on identified weak areas. The other big
area was complaint management. This is
a difficult area as it requires patience and
calmness when dealing with an angry
complainant, and some experience and
skill to resolve the issues.
A particular challenge in those early days
was the fear or reluctance to be found
deficient or weak. The defensiveness
against audits, investigations and
complaints was quite strongly felt in those
early days but it has improved quite a bit
over the last few years. Our colleagues
have now learnt to appreciate what we do,
they are much more cooperative though
resistance is still felt in some areas.
Q: WHEN WAS THE MANDATE
GIVEN TO BRING THE LEARNING
POINTS FROM THE THEME PARK?
I was appointed Director of Quality
Management in April 2009. The mandate
to bring Disney to NCCS was given in
July the following year.
Q: WHAT WAS IT THAT YOU
DID TO ADDRESS THESE ISSUES?
HOW DID YOU PRIORITIZE
THEM?
Even as I was new to Quality Management
then, I think so was NCCS. Up till that
point, the monitoring of quality was
mainly in response to requirements
to report to the Ministry of Health, its
Healthcare Performance Office, and also
SingHealth. We needed to start setting
our own quality agenda. It was a mandate
which came with the appointment as
Director of Quality Management.
The first priority was to create a quality
framework for NCCS and formulate the
institution’s Quality and Patient Safety
(QPS) Policy. Having attended the SIM
Disney course helped greatly in this.
Many of the important elements of what
we had learnt at that course like the
importance of good leadership, building
a culture, establishing quality standards,
and uniting all staff under one common
purpose were incorporated into our
current quality framework.
Together with the formulation of our QPS
Policy came our first two-year quality
plan. This was necessary for driving the
quality program of the institution. With
this, the leadership could systematically
monitor the state of quality throughout the
institution, and all departments and staff
would be progressively encouraged to
make improvements in their area of work.
In defining quality for our quality
framework, we realized that what was
important was not just how good or
how advanced the treatment we gave
was. What was equally important was
how we delivered that care. It was what
the patient felt or experienced which
mattered as well.
Thus, Service Quality became an integral
part of our quality framework. It is
described under “Best Experience” and
Service Quality indicators have been on
the two-year Quality Plan ever since.
Q: WHAT ARE THE CHALLENGES
YOU FACE NOW?
Although NCCS Cares has been fully
launched and all staff should know
about it, it has not fully taken root in the
organization. The reasons for this are many.
The content of the programme is quite
extensive. It cannot be fully absorbed after
the initial launch programme.
We try to sustain it with regular refreshes
where we emphasize one behavioural
expectation every month. We put
up posters as reminders for what all
staff is supposed to do. We require all
departments to review and discuss these
behavioural expectations during their roll
calls and department meetings. Through
such discussions, leaders affirm the
importance of service quality to their staff
and help them find ways to put it into
practice. Although the SQ department tries
very hard and uses various means to push
the programme, unless everyone renews
their commitment, the programme will not
be effective and will eventually die.
Q: HOW SATISFIED ARE YOU WITH
OUR PROGRESS SO FAR?
We have made some progress but much
more needs to be done. Knowledge and
practice of the contents of the programme
is patchy throughout the organization.
I dare say there are segments of staff who
have completely forgotten all that we have
tried to teach them. I have to think up new
ways all the time to get staff involved in
the programme.
Q: WHAT WERETHE CIRCUMSTANCES
THAT POINTED US TO TURN TO
DISNEY FOR TRAINING?
To develop service quality as a
distinguishing mark for NCCS, we
developed a patient experience excellence
programme in conjunction of Disney
Institute. This happened after some of us
attended the three-day “Disney Keys to
Excellence” course organised by SIM from
7 – 9 Aug 2009.
We felt that it was one of the best courses
we had ever attended. It was really different
from any other improvement courses we had
attended before and collectively, we felt that
it would actually work for us.
As a follow-up to the course, we planned
a special retreat so that we could share
what we had learnt with the leadership
of NCCS. We then got our Director,
Prof Soo Khee Chee’s approval to adopt
the Disney programme of customer
experience excellence for NCCS.
Thus began a year-long collaboration with
Disney Institute to customize a programme
for NCCS based on our requirements and
using Disney principles. The programme,
eventually named “NCCS Cares” was
launched in three phases – first to the
senior leadership, then to the other line
managers, supervisors and identified service
champions, and finally to all other staff.
Q: WHAT ARE THE KEY BUG BEARS
THAT CONTINUE TO HAUNT SQ
EVEN AFTER INTRODUCING ALL
THE CAMPAIGNS?
Based on our feedback data,
the top three complaints are
(1) waiting time, (2) staff attitude,
and (3) communication of service
information. This is sad because
in NCCS Cares, we teach staff that
“we offer our patients hope by
offering the best care, by having the
best people and by doing the best
research.” We also teach them that
“Best Experience” for our guests
comes from “compassionate care
delivered efficiently in a conducive
environment.” We teach them “to
treat our guests and colleagues with
courtesy, respect and dignity.” To
be fair though, our compliments
outnumber our complaints X to Y so
we should be encouraged that there
are more people doing good than
not, but it does remind us that the
battle is far from won.
Dr Terence Tan with the winners of Singapore Health Quality Service Award 2013
(Silver Award), NCCS Senior Staff Nurses, Ms Teo Lay Cheng (in white, left) and
Ms Teo Lay Choo (right). Extreme left is Senior Nurse Manager, Ms Jenna Teo.
4 5SALUBRIS JANUARY – MARCH 2014 SALUBRIS JANUARY – MARCH 2014
4. N
CCS went for its first
accreditation and
was certified with the
gold standard as a JCI
accredited organisation in 2010. It
is the only ambulatory cancer centre
in the region to be accredited. The
accreditation is a symbol of affirmation
for the quality care we provide to
patients and our commitment to
patients’ interest and well-being.
To uphold the centre’s standards
and continuously improve to meet
the demands for patient safety and
quality of care, NCCS prepared
for its reaccreditation in September
2013, under the stewardship of
A/Prof Lim Soon Thye. Over five
days, the Joint Commission surveyors
carried out an intensive inspection
to evaluate NCCS compliance with
JCI standards.
NCCS ACHIEVES JCI REACCREDITATION,
THANKS TO ALL STAFF
BY SITI ZAWIYAH
Executive
Corporate Communications
National Cancer Centre Singapore has been reaccredited the Joint Commission International (JCI)!
ABOUT JCI
JCI is an accreditation body that
focuses on improving safety of
patient care through advisory, the
provision of accreditation and
certification services as well as
educational services aimed at helping
organisations implement practical and
sustainable solutions. It is dedicated
to improving the quality of health care
through voluntary accreditation and
carries out surveys every three years.
To learn more about JCI, visit www.
jointcommissioninternational.org.
From reviewing medical records,
contracts, infection control and
medication management tracers, to
interviewing our staff and observing
our patient care processes, NCCS was
under great scrutiny by the surveyors.
The results were extremely
complimentary and on 27
September 2013, NCCS was
officially notified of the
successful JCI Reaccreditation.
This is a testament to the strong
teamwork and cooperation
achieved through close
collaboration and hard work
of the different departments.
With this reaccreditation, NCCS
will continue to expand and
develop its services to provide
better care for its patients.
NCCS JCI Steering Committee with JCI surveyors.
ADDING A PERSONAL TOUCH
BY LIN SHUANGCHUN
Executive
Volunteer Management
A visit to the hospital is fearful for many. This is even more so for patients who come
to the National Cancer Centre Singapore (NCCS) alone for consultation and treatment.
Surely, having a companion or a helping hand would lessen the fear and make such
visits a little more bearable.
R
ecognising that there is
a need to fill this service
gap, the Service Quality
Management Unit and
the Volunteers Management Unit at
NCCS came together to collaborate
on a Patient Greeters Programme. This
programmme aims to enhance the
overall patient experience at NCCS by
adding a more personal touch through
the help of volunteers. These volunteers,
known as Patient Greeters, don a bright
yellow vest and a welcoming smile
to warm the hearts of patients who
come to the specialist clinics for their
appointments. The Greeters help to
register patients for their appointments,
take their height and weight as well
as attend to other simple non-medical
tasks that patients may need help with.
Since the launch of the programme
on 18 November last year, more than
20 volunteers have signed up to be a
Patient Greeter and act as a pillar of
support for cancer patients at NCCS.
The volunteers come from all walks
of life. There are students, working
adults, and retirees. Even patients,
current and former of NCCS, returned
to help. They expressed their desire to
do good and wished to play their part
in making a difference in the life of
another fellowman.
Lyn, a cancer patient said, “I am a patient
of NCCS and I have always been very well
cared for by the staff here. When I was
approached to be a Patient Greeter, I wanted
to do the same for other cancer patients.”
Yao Bin, a college student who started
volunteering at NCCS recently, shared
that she felt inspired by the stories that she
has heard from cancer survivors. She also
described her reason for joining the NCCS
Patient Greeters programme as “being part
of miracles that happen if one never gives
up fighting against cancer.”
Jee, a retired nurse, found the programme
to be a meaningful initiative and expressed,
“It feels good being able to lend a helping
hand and giving back to society”.
The positivity of the programme was
further affirmed by Angeline, a Patient
Relations Officer at NCCS Specialist
Outpatient Clinic D. She commented that
the Patient Greeters have been a great help
in the operations of the clinic during peak
periods. Winson, the Concierge Officer also
commended the good work done by the
volunteers who asked for nothing in return
to help make NCCS a friendly place for
patients and visitors.
If you are considering being a
volunteer, why not join the NCCS
Volunteers Programme?
Photo: Francis Leong, NCCS
Photo: Francis Leong, NCCS
We are always looking out for passionate
individuals who can commit their time
to make a difference in the lives of our
patients. Please write to volunteer@nccs.
com.sg or call 63763642 to find out more.
You may also visit the NCCS website at
www.nccs.com.sg/Giving/Volunteer/Pages/
Home.aspx for more information.
Patient Greeters (from left to right) Yao Bin, Si Ying and Juile, lend their
helping hands at NCCS.
6 7SALUBRIS JANUARY – MARCH 2014 SALUBRIS JANUARY – MARCH 2014
5. OVER $419,000 FOR SINGHEALTH PRESIDENT’S
CHALLENGE 2013!
After four months of fervent participation of SingHealth cluster, the SingHealth President’s
Challenge 2013 was brought to a close with resounding success. Even though a cheque of
$408,000 was presented to President Tony Tan at the finale event on 19 October 2013 to sum up
SingHealth cluster’s efforts, the final total amount raised for President’s Challenge 2013 came up
to an astounding $419,000 - the highest raised to date! This achievement was the culmination of
many months of intense but highly rewarding fundraising and community outreach.
A
ll eyes were on National Cancer
Centre Singapore (NCCS) as
the institution took its turn to
hold the baton and drive the
SingHealth group in the challenge. Indeed,
it took much effort to rally staff as well as
healthcare and community partners to raise
funds for the needy and the underprivileged,
but the community spirit and strong
camaraderie shown across the institutions
soon took over and many started to care,
began to give, and continued to give.
“As a public healthcare institution,
we wanted to inculcate the spirit of
philanthropy in the midst of our daily
work; and to create a sense of community
togetherness in raising funds for the
beneficiaries of the President’s Challenge.
To this end, we decided on a theme on
‘Hope to Care; Care to Hope’ to meet our
challenge! Overall, it turned out to be a very
positive experience for all, both internally
and externally through our corporate
partners,” said Dr Sherman Ong, Chief
Development Officer, NCCS, who led the
SingHealth President’s Challenge 2013
Steering Committee.
Staff came together to volunteer their
time and energy to carry out a series of
fundraising activities in their institutions
through pledge card donations, charity
bazaars, Cycle for a Cause, table
soccer and charity lunch, and many
other personal endeavours such as
the contribution of Simon Ho’s orchid
photography compilation book, “Orchids
of Splendour: A face of Singapore”.
NCCS organised a Movie-
cum-Makan fundraising event,
where donors were treated to
a movie screening of the then
unreleased telemovie “Recipe”
– commissioned by the Health
Promotion Board, helmed by
renowned award-wining director,
Eric Khoo; followed by Penang’s
Hawker Fare at York Hotel for a
gastronomic treat in authentic
Penang cuisine.
On the efforts of NCCS, Prof Soo Khee Chee, CEO of NCCS said: “In many ways we could
not have accomplished what we have done if not for the generosity of the many well-wishers
who sponsored some key fundraising events. The variety of activities from movie screening to
Penang food fare added some spice to the menu of events.”
As an institution, NCCS had targeted to raise $16,000 for the President’s Challenge but broke
that target with $17,406 as the total amount raised.
Year 2013 marked SingHealth’s tenth year partnering the President’s Challenge to raise funds
for its adopted beneficiaries. For President’s Challenge 2013, SingHealth adopted three
beneficiaries - namely, Bright Vision Hospital, Life Community Services Society and New
Hope Community Services.
BY SITI ZAWIYAH
Minister for Health Gan Kim Yong, presented a token of
appreciation to Prof Soo Khee Chee, CEO of NCCS for
the institution’s participation and effort in President’s
Challenge 2013.
A contribution
by Simon Ho:
“Orchids of Splendour:
A face of Singapore”
book
Various charity
bazaars were
set up across
the institutions.
Caring through community outreach.
Cycle For A Cause organised by Singapore
General Hospital.
Movie-cum-Makan fundraising event organised by National Cancer Centre Singapore.
Table soccer organised by KK Women’s
and Children’s Hospital.
Photos: Francis Leong, NCCS
Photos: Francis Leong, NCCS
Photo: Francis Leong, NCCS
SingHealth cluster presenting a cheque of $408,000 to President Tony Tan at the finale event
of SingHealth President’s Challenge 2013.
8 9SALUBRIS JANUARY – MARCH 2014 SALUBRIS JANUARY – MARCH 2014
6. SPECIAL THANKS
RFH 2013 was successful with the support of our
participants, volunteers and the following partners:
Official Run Venue Partners
Marina Bay Singapore | Urban Redevelopment Authority
Run Pack Venue Sponsor
Orchard Central
Official Privilege Card
PAssion Card
Sponsors
Pontiac Land Group | Zero Spot | Green Grocer | Headhunt
Donors
Bayer Healthcare | Natixis | Roche | SMB Electric
Supporters
August Man | August Woman | Civic Ambulance | Copper & Clay |
Institute of Technical Education | Marketing Institute of Singapore |
Republic Polytechnic | Run Society | Singapore Civil Defence Force |
Temasek Polytechnic | University of Nevada, Las Vegas Singapore |
Zalora Singapore
RUN FOR A REASON,
RUN FOR HOPE
BY GILLIAN TAN
Executive
Marketing Communications
Run For Hope (RFH) 2013 reached a
new milestone with more than 11,000
participants taking part in the 3.5km
and 10km routes at The Promontory
@ Marina Bay on 17 November 2013,
making this the largest turnout in the
event’s history. Among the runners were
16 senior management executives, who
took the lead in supporting RFH 2013
by taking on the Executive Challenge
which is into its second year.
T
he run was flagged off by Guest-Of-Honour,
Dr Amy Khor, Senior Minister of State for Health,
who also showed her support by taking part in the
3.5km family run/walk.
Partnering NCCS since 2008, this is the 21st year for
organisers, Four Seasons Hotel Singapore and Regent
Singapore in organising the charity run. Through Run For
Hope 2013, over $465,000 was raised.
Besides raising philanthropic support, RFH works towards
building the much needed awareness in cancer research
that saves lives as well as providing hope and moral support
towards cancer patients and families.
You can join NCCS in beating cancer in various ways! Contact us at marcomm@nccs.com.sg.
Together, for a cancer-free tomorrow.
Ms Mabeline Yeo, a first-time participant of RFH, recalled
her experience with a cancer patient while making her way
to the Run - “Seeing me in the RFH T-shirt, a lady came over
and thanked me on behalf of all cancer patients (including
herself), for running for them. I was taken aback, but really
appreciated this gesture from her. I could feel that the
message had been sent across to them.”
To create a more memorable run, all runners were
encouraged to personalise their running bibs to share why
they were supporting the event. It was heartwarming and
inspiring to see thousands of runners supporting one cause
with various reasons.
Images of creative bibs with encouraging messages were also
shared with the public via Instagram. Attractive prizes courtesy of
Four Seasons Group of Hotels & Resorts as well as Golden Village
were won by the most creative submissions.
I run for… the good service I received in SGH when I had Melanoma.
10 11SALUBRIS JANUARY – MARCH 2014 SALUBRIS JANUARY – MARCH 2014
7. NCCS WIG BANK
BY SERENE GOH
Senior Staff Nurse
Cancer Education & Information Service
Alopecia or hair loss during chemotherapy is
one of the common side effects and is usually
temporary. The hair takes about 3 to 6 months
to grow back after the treatment is completed.
Depending on the drugs and dosage, sometimes
the hair will also start growing even when the
patient is receiving treatment. Some ladies may
want to know where to get a wig fitted, buy or
loan one during the treatment period to manage
this temporary hair loss.
T
he NCCS Wig Bank was launched in 1998 – the same
year the Look Good… Feel Better™ programme also
started. The programme is supported by Singapore
Cancer Society.
At National Cancer Centre Singapore, we believe in going the extra
mile to help patients in their battle against cancer by providing
pertinent support that helps them cope with the disease. The main
objective of NCCS Wig Bank is to support ladies to cope with their
hair loss during cancer treatment. We believe that patients can still
look good even if they are undergoing treatment and using a wig is
one of the options available.
Due to our humid climate however, not many patients who
are experiencing hair loss find wigs useful and comfortable.
There are some who developed sensitive scalp or skin during the
course of treatment as well. Thus, the use of hats and scarves is
another alternative.
Over the years, NCCS is fortunate to have kind donors
and cancer survivors who have donated wigs - both
new and used, and beautiful hand-knitted or crocheted
hats to support our cause. Ms Koh, one of our donors
and a cancer survivor, shared with us, “During my
chemotherapy treatment a few years back, I had a
hard time looking for a suitable wig or hat. Now that I
have survived, I hope my (crochets) contribution will
help those patients in need.” Indeed, these beautifully
crocheted hats have been handmade with love.
新加坡国立癌症中心
假发库
吴诗玲高级护士
癌症教育与资讯服务
脱发是接受化疗常见的副作用之一，一般只是
暂时性的。病患在完成治疗的3到6个月后就会
自然长出新发。视药物的类型和剂量而定，病
患有时也可能在接受治疗的期间长出新发。一
些女病患或许想知道，到哪里可以订做、购买
或租用假发，以应付头发暂时性脱落的问题。
If you know of someone who
may benefit from our service,
encourage them to contact us at
Cancer Helpline at 6225 5655 to
fix an appointment for wig fitting
and styling, and loan of pre-loved
wigs or hats.
We welcome any wigs or headgears
donations. Used wigs in usable
conditions will be restored. Your kind
contribution will aid us in helping
more ladies improve their self-esteem
towards their journey to recovery.
For more information on Look
Good… Feel Better™, do log on to
http://www.singaporecancersociety.
org.sg/wwd-look-good-feel-better-
programme.shtml or contact the
NCCS Patient Support at 6436 8126
to find out the schedule at NCCS.
新加坡国立癌症中心于1998年成立了假发
库。获得新加坡防癌协会支持的“容光焕
发”(Look Good… Feel Better™) 计划也在同
一年推出。
新加坡国立癌症中心全体人员相信，我们应提
供病患所需的支持，协助他们应付病情，借此
为同病魔搏斗的他们多尽一份力。成立假发库
的主旨是帮助女病患在接受癌症治疗时应付
脱发的问题。我们相信，病患即使是在接受治
疗，也能显得精神焕发，而戴假发是改善仪容
的其中一种选择。
然而，由于本地气候潮湿 ，许多面对脱发问
题的病患都觉得戴上假发不舒服，所以用途不
大。一些病患也会在接受治疗的过程中出现头
皮或皮肤敏感的问题。因此，戴上帽子或裹上
丝巾是另一种选择。
这些年来，新加坡国立癌症中心有幸得到善心
者和癌症幸存者捐出的全新或曾经用过的假
发以及漂亮的手工针织或钩织帽子，以对我们
的假发库表示支持。其中一名捐赠的幸存者
许小姐（译音）和我们分享道：“我在几年前接
受化疗时，找了很久都找不到合适的假发。如
今我战胜了病魔生存下来，我希望我的钩针织
品能帮助到其他有需要的病患。” 的确，这些
精美的钩针帽是用爱心制作出来的。
如果你有认识的人能从此项服务获益，请
鼓励他们拨打癌症援助热线6255 5655与
我们联系，以便预约试戴假发和学习梳理造
型，以及租用（曾用过的）假发或帽子。
我们也很乐意接受公众捐赠的假发或头
套。我们会把曾经用过，但状态完好并仍
可使用的假发重新修复好。您的慷慨捐赠
将让我们帮助更多女病患在康复的过程中
重拾自信心。预知更多有关“仪容亮丽”
计划或活动的详情，请上网http://www.
singaporecancersociety.org.sg/wwd-
look-good-feel-better-programme.
shtml或致电新加坡国立癌症中心病患支
援热线6436 8126。
12 13SALUBRIS JANUARY – MARCH 2014 SALUBRIS JANUARY – MARCH 2014
8. RECOGNISING THE EFFORT TO CUT WAITING
TIME FOR PATIENTS
For a good two years, unnoticed by many at NCCS, four people were staying back after
office hours to brainstorm, and tinker with an electronic gadget, not knowing if at all their
efforts would come to naught.
L
ed by the Deputy Director (Nursing), Ms Chan Mei Mei,
the team was conducting trials but with a difference.
Theirs wasn’t the sort of scientific clinical trials with
graduated cylinder, microscope, or petri-dish. Theirs was
a trial to test the deployment of Radio Frequency Identification
(RFID) innovation into our chemotherapy appointment
management process.
After crossing many hurdles, their hard work paid off. Thanks
to their success today, NCCS patients enjoy an 8% reduction in
waiting time for treatment at the Ambulatory Treatment Unit (ATU).
The added value that this system provides included real time
visibility of the appointment management by the front counter staff,
pharmacists and nurses to move patient flow more efficiently, thus
improving throughput of the unit.
Today, NCCS is able to treat 20% more patients and about
80% of its patients wait no more than an hour for their
treatment at the centre. In fact, the system has saved 825
hours per year of nurses’ time, which would otherwise have
to be spent by nurses to manually search for available chairs
to treat patients once drugs are available. The adoption of
this technology also allowed ATU to send an sms reminder
to the patient 30 minutes before their treatment. This
system also allows the scheduler to receive a prompt to
shift the patient to another resource if the earlier patient
has to extend their treatment.
Known as Real Time Ambulatory Patient Information Deployment
Enabler (RAPIDE), the system was developed by NCCS in partnership
with Singapore Communications (Wavex) Pte Ltd (Subsidiary
company of Hong Kong Communications Group) and Integrated
Health Information Systems Pte Ltd (IHIS) who facilitated the total
process from conceptualisation to implementation of the project.
With funding from SingHealth and A*Star, Singapore Institute
of Manufacturing Technology whose aim is to promote scientific
research and talent for a knowledge-based Singapore, Ms Chan
together with Ms Mag Tan, Senior Nurse Manager, Ms Grace
Lim, Senior Executive at the Specialist Outpatient Clinic, and
Ms Er Wei May of IHIS, are now able to look back with much
satisfaction and pride.
Their work has been roundly applauded and they have been
invited to showcase it at the PS21 ExCEL Convention 2013 held
on 14-15 Nov. The Singapore Public Service, PS21 is a people-
centered mass movement that encourages public officers to
embrace change in their daily work in order to keep the Public
Service at the leading edge.
More than that, their project has won a double bronze award
at Hong Kong RFID award in 2013, organised by GS21, a not-
for-profit industry-led global body dedicated to the design and
implementation of global standards and solutions to improve
the efficiency and visibility of supply and demand chains.
STEP 1: Front counter
staff uses Rapide system
to register a patient and
issues her a RFID tag.
STEP 2: Patient wears tag and
receives an SMS 30 mins before
her appointment.
STEP 3: RFID readers on the walls
and ceilings detect signals from the
tags, and together with sensor mats
on the recliners or beds, transmit
data to the system to pinpoint the
patients’ and nurses’ locations.
STEP 5: Patient drops tag into the
dissociation box once she completes
treatment. Rapide then releases the
resource for another patient.
NCCS RAPIDE SYSTEM PATIENT FLOW
The NCCS project won bronze under the Best EPC/RFID
Implementation as well as under the Most Innovative Use
of EPC/RFID. The NCCS project is titled “RFID Ambulatory
Treatment Unit Management”.
The team had also presented the project at the 9th RFID
World Asia 2012 on 25 April 2012 in Singapore.
Explaining the rationale for the project, Ms Chan said
that the impetus for embarking on this project was due
to the long patients wait time in ATU. Variability of
treatment duration, and being the ‘reservoir’ of the entire
patient process including blood taking and consultation
has resulted in patient’s dissatisfaction. The timely
treatment interventions and optimal delivery of care are
vital for ensuring quality of services that NCCS provides.
“When patients arrive at the registration
counter, they are given an active RFID tag
to wear. Pharmacist would prepare, dispense
and update the drug status into the system
so that the nurse can call the patient. Once
the patient sits on the allotted chair/bed, and
the assigned nurse’s tag is being picked up by
the reader, the system would be updated. The
system is colour coded to enhance visibility
and facilitate ease of utilisation,”
said Ms Chan.
Once treatment is completed, the patient deactivates the
tag by dropping it into a dissociation box. If treatment
time for a patient has to be extended, the attending
nurse pushes the extension button, and the system flags
this extension. The patient in the queue can then be
transferred to another bed/chair without unnecessary
waiting time. Manual intervention is allowed if there is a
delay in the system due to weak signal.
In addition to significantly reducing
waiting time and freeing up the nurses’
time from searching for vacant chairs/
beds and looking for patients, this system
is saving the reception staff 744 hours
a year which they used to spend faxing
clinic staff on patient appointments.
In November, all four NCCS project team members
flew to Hong Kong to attend the award presentation
ceremony – a well-deserved trip!
BY SUNNY WEE
STEP 4: Rapide shows a
recliner is occupied on
the computer screen,
when sensor mats and
RFID readers transmit
signals from the patient’s
and nurse’s RFID tags.
14 15SALUBRIS JANUARY – MARCH 2014 SALUBRIS JANUARY – MARCH 2014
9. Upcoming Event Date, Time, Venue
Cancer Awareness Roadshow
ACTIVITIES:
Cancer Information Poster Exhibits, Breast Self-Examination education counter,
Cancer Information booklets sign-ups, Upcoming events registration, and Game booths
(tokens of participation will be given out!)
22 & 23 February 2013,
Saturday & Sunday
10am – 6pm
Woodlands Civic Centre
OUTREACH – PUBLIC FORUMS
& CANCERWISE WORKSHOPS
Event Date, Time, Venue Registration
English Public Forum –
Improving Cancer Treatment:
Today’s Research, Tomorrow’s Cure
TOPICS:
• How cancer research improves patient care
in the clinic?
• How can I benefit from joining clinical trials?
• Tissue and blood for research: The what,
why and hows
• What is translational research and how it
can benefit patient
• Safeguarding patient’s interests
• Sharing of patients’ experiences
11 January 2014, Saturday
ENGLISH SESSION
Time: 11.00am to 3.00pm
(Registration: 10.30am to 11.00am)
Peter & Mary Fu Auditorium
National Cancer Centre Singapore
11 Hospital Drive
Singapore 169610
Free Admission
Strictly No Admission for children
below 12 years old. Registration is
a MUST as seats are limited.
REGISTRATION IS
BY PHONE ONLY
Please call: 6225 5655 /
6236 9447 /
6236 9432
Monday to Friday:
9am to 5pm
Bilingual Public Forum –
Emerging Role of Traditional
Medicine In Cancer Care
TOPICS:
• Overview o f Traditional Medicine
• How does it complement conventional
cancer treatment?
• Potential herb and drug interactions
• Understanding the side effects
15 February 2014, Saturday
MANDARIN SESSION
Time: 9.15am to 10.30am
(Registration: 9am to 9.15am)
ENGLISH SESSION
Time: 11.15am to 12.30pm
(Registration: 11am to 11.15am)
Peter & Mary Fu Auditorium
National Cancer Centre Singapore
11 Hospital Drive
Singapore 169610
Free Admission
Strictly No Admission for children
below 12 years old. Registration is
a MUST as seats are limited.
REGISTRATION IS
BY PHONE ONLY
Please call: 6225 5655 /
6236 9447 /
6236 9432
Monday to Friday:
9am to 5pm
CancerWise Workshop –
Basics of Cancer Part 1
TOPICS:
• What is cancer?
• Contributory factors to cancer
• Risk, Signs & Symptoms
• Prevention & Screening
15 February 2014, Saturday
Session will be conducted
in English.
Registration : 1pm
Workshop : 1.30pm to 4.00pm
Peter & Mary Fu Auditorium
National Cancer Centre Singapore
11 Hospital Drive
Singapore 169610
Free Admission
Strictly No Admission for children
below 12 years old. Registration is
a MUST as seats are limited.
REGISTRATION IS
BY PHONE ONLY
Please call: 6225 5655 /
6236 9447 /
6236 9432
Monday to Friday:
9am to 5pm
The information is correct at press time. NCCS reserves the right to change programmes or speaker without prior notice.
OUTREACH – PUBLIC FORUMS
& CANCERWISE WORKSHOPS
Event Date, Time, Venue Registration
English Public Forum –
Trim Your Risk of Getting
Colorectal Cancer
TOPICS:
• Anatomy & functions of the colon and rectum
• Common bowel problems
• What is Colorectal Cancer?
• Risk factors & Signs and symptoms of
colorectal cancer
• Early detection & prevention
• Screening & diagnostic procedures
• Treatment options
• New development in Colorectal Cancer
8 March 2014, Saturday
ENGLISH SESSION
Time: 11.15am to 12.30pm
(Registration: 11am to 11.15am)
Peter & Mary Fu Auditorium
National Cancer Centre Singapore
11 Hospital Drive
Singapore 169610
Free Admission
Strictly No Admission for children
below 12 years old. Registration is
a MUST as seats are limited.
REGISTRATION IS
BY PHONE ONLY
Please call: 6225 5655 /
6236 9447 /
6236 9432
Monday to Friday:
9am to 5pm
CancerWise Workshop –
Basics Of Cancer Part 2
TOPICS:
• Diagnosing cancer
• Cancer staging and grouping
• The common elements of staging systems
• Cancer treatments options
• Advances in cancer treatments
22 March 2014, Saturday
Session will be conducted
in English.
Registration : 1pm
Workshop : 1.30pm to 4.00pm
Peter & Mary Fu Auditorium
National Cancer Centre Singapore
11 Hospital Drive
Singapore 169610
Free Admission
Strictly No Admission for children
below 12 years old. Registration is
a MUST as seats are limited.
REGISTRATION IS
BY PHONE ONLY
Please call: 6225 5655 /
6236 9447 /
6236 9432
Monday to Friday:
9am to 5pm
The information is correct at press time. NCCS reserves the right to change programmes or speaker without prior notice.
16 17SALUBRIS JANUARY – MARCH 2014 SALUBRIS JANUARY – MARCH 2014
10. SEMINARS / FORUMS / TUMOUR BOARDS /
SMC-CME ACTIVITIES
SEMINARS / FORUMS / TUMOUR BOARDS /
SMC-CME ACTIVITIES
FEBRUARY 2014
Date Time Event Information CME Pt Registration Contact
6, 13, 20, 27 11.30am Lung Tumour Board Combine SGH-NCCS Meeting
@ SGH Blk 2 Level 1, Radiology Conference Room
1 Christina Lee Siok Cheng
6326 6095
christina.lee.s.c@nhc.com.sg
21 1.00 pm Journal Club
Topic: To be advised
Speaker:
@ NCCS level 1, Mammo Suite Discussion Room
Phua Chay Sin
6436 8043
ddipcs@nccs.com.sg
28 1.00 pm Teaching Session
Topic: To be advised
Speaker:
@ NCCS level 1, Mammo Suite Discussion Room
Phua Chay Sin
6436 8043
ddipcs@nccs.com.sg
27 7.30 am Endocrine and Rare Tumour Meeting
@ NCCS Level 2, Clinic C, Discussion Room
Tan Si Xuan / Rachel Tan
6436 8280 / 6436 8172
nmogyy@nccs.com.sg/
nmotsk@nccs.com.sg
27 5.00 pm NCCS Neuro Onco Tumour Board Meeting
@ NCCS Level 2, Clinic C, Discussion Room
Low Peak Wah / Ang Hui Lan
6436 8165 / 6436 8174
nmolpw@nccs.com.sg/
dmoahl@nccs.com.sg
MARCH 2014
Date Time Event Information CME Pt Registration Contact
5, 12, 19, 26
5, 12, 19, 26
3, 10, 17, 24, 31
4.30 pm
5.00 pm
5.00 pm
NCCS Tumour Board Meetings:
Sarcoma Tumour Board Meeting
General Surgery Tumour Board Meeting
Head & Neck Tumour Board Meeting
@ NCCS Level 2, Clinic C, Discussion Room
1
1
1
V. Kalai / Lim Shufen
6436 8924 / 6436 8283
nsokal@nccs.com.sg /
dsolsf@nccs.com.sg
Daphne
6436 8592
pakiam.marie.daphne@nccs.com.sg
5, 12, 19, 26 1.00 pm Hepatobiliary Conference
@ NCCS Level 4, Peter & Mary Fu Auditorium
1 Lim Shufen / V Kalai
6436 8283 /6436 8294
dsolsf@nccs.com.sg /
nsokal@nccs.com.sg
6, 20 5.00pm NCCS – SGH Joint Lymphoma Workgroup Meeting
@ NCCS Level 2, Clinic C, Discussion Room
1 Tan Si Xuan / Rachel Tan
6436 8280 / 6436 8172
nmogyy@nccs.com.sg/
nmotsk@nccs.com.sg
6, 13, 20, 27 11.30 am Lung Tumour Board Combine SGH-NCCS Meeting
@ SGH Blk 2 Level 1, Radiology Conference Room
1 Christina Lee Siok Cheng
6326 6095
christina.lee.s.c@nhc.com.sg
27 7.30 am Endocrine and Rare Tumour Meeting
@ NCCS Level 2, Clinic C, Discussion Room
1 Tan Si Xuan / Rachel Tan
6436 8280 / 6436 8172
nmogyy@nccs.com.sg/
nmotsk@nccs.com.sg
27 5.00 pm NCCS Neuro Onco Tumour Board Meeting
@ NCCS Level 2, Clinic C, Discussion Room
1 Low Peak Wah / Ang Hui Lan
6436 8165 / 6436 8174
nmolpw@nccs.com.sg/
dmoahl@nccs.com.sg
JANUARY 2014
Date Time Event Information CME Pt Registration Contact
8, 15, 22, 29 1.00pm Hepatobiliary Conference
@ NCCS Level 4, Lecture Hall
1 Lim Shufen / V Kalai
6436 8283 / 6436 8294
dsolsf@nccs.com.sg /
nsokal@nccs.com.sg
8, 15, 22, 29
8, 15, 22, 29
6, 13, 20, 27
4.30 pm
5.00 pm
5.00 pm
NCCS Tumour Board Meetings:
Sarcoma Tumour Board Meeting
General Surgery Tumour Board Meeting
Head & Neck Tumour Board Meeting
@ NCCS Level 2, Clinic C, Discussion Room
1
1
1
V. Kalai / Lim Shufen
6436 8924 / 6436 8283
nsokal@nccs.com.sg /
dsolsf@nccs.com.sg
Daphne
6436 8592
pakiam.marie.daphne@nccs.com.sg
2, 9, 16, 23, 30 11.30am Lung Tumour Board Combine SGH-NCCS Meeting
@ SGH Blk 2 Level 1, Radiology Conference Room
1 Christina Lee Siok Cheng
6326 6095
christina.lee.s.c@nhc.com.sg
2, 16 5.00pm NCCS – SGH Joint Lymphoma Workgroup Meeting
@ NCCS Level 2, Clinic C, Discussion Room
1 Tan Si Xuan / Rachel Tan
6436 8280 / 6436 8172
nmogyy@nccs.com.sg/
nmotsk@nccs.com.sg
17 1.00pm Journal Club
Topic: To be advised
Speaker:
@ NCCS level 1, Mammo Suite Discussion Room
1 Phua Chay Sin
6436 8043
ddipcs@nccs.com.sg
23 5.00pm NCCS Neuro Onco Tumour Board Meeting
@ NCCS Level 2, Clinic C, Discussion Room
1 Low Peak Wah / Ang Hui Lan
6436 8165 / 6436 8174
nmolpw@nccs.com.sg/
dmoahl@nccs.com.sg
24 1.00pm Teaching Session
Topic: To be advised
Speaker:
@ NCCS level 1, Mammo Suite Discussion Room
1 Phua Chay Sin
6436 8043
ddipcs@nccs.com.sg
30 7.30am Endocrine and Rare Tumour Meeting
@ NCCS Level 2, Clinic C, Discussion Room
1 Tan Si Xuan / Rachel Tan
6436 8280 / 6436 8172
nmogyy@nccs.com.sg/
nmotsk@nccs.com.sg
FEBRUARY 2014
Date Time Event Information CME Pt Registration Contact
5, 12, 19, 26
5, 12, 19, 26
3, 10, 17, 24
4.30 pm
5.00 pm
5.00 pm
NCCS Tumour Board Meetings:
Sarcoma Tumour Board Meeting
General Surgery Tumour Board Meeting
Head & Neck Tumour Board Meeting
@ NCCS Level 2, Clinic C, Discussion Room
1
1
1
V. Kalai / Lim Shufen
6436 8294 / 6436 8283
nsokal@nccs.com.sg /
dsolsf@nccs.com.sg
Daphne
6436 8592
pakiam.marie.daphne@nccs.com.sg
5, 12, 19, 26 1.00pm Hepatobiliary Conference
@ NCCS Level 4, Lecture Hall
1 Lim Shufen / V Kalai
64368283 / 8294
dsolsf@nccs.com.sg /
nsokal @nccs.com.sg
6, 20 5.00pm NCCS – SGH Joint Lymphoma Workgroup Meeting
@ NCCS Level 2, Clinic C, Discussion Room
1 Tan Si Xuan / Rachel Tan
6436 8280 / 6436 8172
nmogyy@nccs.com.sg/
nmotsk@nccs.com.sg
18 19SALUBRIS JANUARY – MARCH 2014 SALUBRIS JANUARY – MARCH 2014
11. 20 SALUBRIS JANUARY – MARCH 2014
SALUBRISis produced with you in mind. If there are
other topics related to cancer that you
would like to read about or if you would like to provide some feedback
on the articles covered, please email to salubris@nccs.com.sg.
NATIONAL CANCER CENTRE SINGAPORE
Reg No 199801562Z
11 Hospital Drive Singapore 169610
Tel: (65) 6436 8000 Fax: (65) 6225 6283
www.nccs.com.sg
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Editorial Advisors
Prof Kon Oi Lian
Prof Soo Khee Chee
Dr Tan Hiang Khoon
Editorial Consultant
Mr Sunny Wee
Medical Editor
Dr Richard Yeo
Executive Editors
Ms Rachel Tan
Ms Siti Zawiyah
Mr Edwin Yong
Members, Editorial Board
Ms Lita Chew
Dr Mohd Farid
Ms Sharon Leow
Ms Jenna Teo
Dr Melissa Teo
Dr Teo Tze Hern
Dr Deborah Watkinson
