From left: Dr See Hung Foo, Deputy CMB and Chief (Orthopaedic Surgery); Ms Lau Mei Foong, CFO; Mr T.K. Udairam, CEO; Assoc Prof Fock Kwong Ming,CMB; Mr Foo Hee Jug, COO; Dr Ng Foo Cheong, Chief, (Urology); Ms Chan Poh Goon, Director of Nursing at the launch.

On 26 November 2001, staff at Changi General Hospital celebrated Service Quality at the biannual Quality Convention. The theme for this convention was Rededication: A New Chapter in Service Quality.

Changi General Hospital embarked on its quality journey with the launching of the Service Quality (SQ) Club on 17 October 1992. Along the journey, we have achieved the ISO 9002 certification in 1996, were admitted to the Singapore Quality Class in 1997 and was given the ISO14001 certification in 1998. This year, we were granted the renewal of both ISO certifications. It was therefore timely to review our quality approach.

Why do we at CGH pay so much emphasis to service quality? The answer is simple. Service Quality does not only benefit our patients but it also works for the good of our staff. When a staff provides good quality service, he will be able to allay any apprehension or fear and make the patient's stay at the hospital more comfortable and pleasant.

This ability to help others will in turn create satisfaction for our own staff. When quality service becomes a lifestyle and habit, being nicer to each other will also come naturally.

On this occasion, CGH Ways were also relaunched to guide CGH staff to provide consistently good service to our patients and customers.

Mr Foo Hee Jug, Chief Operating Officer said,"The CGH Ways form the basis for all staff to deliver a consistent level of service that meets and exceeds the expectations of our patients and their family members. As we rededicate our commitment to Service Quality, we took the time to review and improve on past CGH Ways. The relaunch of 'The CGH Ways' signifies a renewed emphasis that staff at all levels make the concerted effort to practise the CGH Ways to make that difference to Service Quality."

Also unveiled at the convention was the new Service Quality (SQ) logo designed by Medical Social Worker Lawrence Lim of the Medical Social Services Department at the recent logo design competition. The letter "S" which is in red symbolises Singapore, the country that strives towards service quality. The letter "Q" which is blue symbolises CGH, which stands along with the nation's goal to strive for service quality.
The new Service Qualaity (SQ) logo was unveiled during the Quality Convention.

As a re-dedication to Service Quality, a Jigsaw was specially created to mark this occasion. Led by our CEO Mr T.K. Udairam, Chairman (Medical Board) Assoc Prof Fock Kwong Ming, administrators and clinical heads, staff from various departments in the hospital have signed on the jigsaw as a symbol of their commitment to exemplary service and care to our patients.

The highlight of the session was the Service Quality Awards presentation ceremony which was presented to 16 staff who have received many compliments from patients in delivering quality care and services. These staff had demonstrated their professionalism in serving patients well.

Four-time winner was Health Care Assistant Tan Gaik Choo of Ward 36. A satisfied patient commented that she "keeps patients happy and is professional in her work." In addition to taking good care of the patient's comfort, she is also well-versed in many dialects and Malay. For many patients under her care, she "brings joy and cheer, and takes away sufferings.