Behind every well-run healthcare institution is a team of dedicated professionals who, though neither wear scrubs nor hold a scalpel, play crucial roles in enhancing the overall patient and staff experience. Irene Teo, Senior Executive from Cardiac Clinics and Eunice Lau, Senior Patient Service Associate Executive from Ward 44 are two such committed individuals amongst us! As proud recipients of the SingHealth Excellence Awards 2025, they demonstrate how they contribute to patient care through innovative ways and steadfastness, whether in business attire or signature pink uniforms. 

When Irene joined NHCS in 2017, she brought a vision for streamlined healthcare operations. Six years later, that vision has become reality through numerous successful initiatives that have improved care for our heart patients.

Her most notable achievement was the revamp of the Cardiac Laboratory resources in 2022. Through an innovative appointment template system that streamlines booking process and balances workload, Irene and her team reduced appointment waiting times by 20% within just two months.

 

 

"I am a data-driven person who look for improvement opportunities through looking at data," Irene explains. This analytical approach led to significant improvements at 2B Laboratory (Blood Test Laboratory) where long waiting times were a concern. By implementing a strategic load-levelling system that carefully balanced fasting and non-fasting appointment slots, Irene's team slashed waiting times from 30 minutes to 10 minutes. Beyond the numbers, Irene’s Patient Service Associate (PSA) profiling initiative, developed in collaboration with Corporate Development, has enabled PSAs who have upskilled and upsized their repertoire of skills and knowledge, a stage to shine better. "The way our frontline staff serve patients have been transformed. Our PSAs are now more equipped to manage patient requests, leading to increased patient compliments and improved staff job satisfaction," she shares proudly.

Even during the Covid-19 period, when social distancing threatened to derail staff training, Irene’s team adapted successfully. "With patience and understanding from all parties, we can better communicate and work together to move forward," she reflects. 

Eunice has earned a reputation as the calming presence in her ward, with colleagues noting how smoothly everything runs during her shifts. Her methodical approach to workspace organisation and natural ability to keep everyone in sync has created an environment where both staff and patients feel at ease.

One of Eunice's key contributions is the implementation of ‘Priority Note’ on case sheets – a system she developed to highlight crucial information for nurses or PSAs when scheduling appointments. This improvement has enhanced post-discharge care, effectively reduced missed appointments and improved scheduling efficiency. 

 

"As patient service representatives, we understand our patients’ circumstances and reassure them of our support during their stay," she shares. For Eunice, the greatest satisfaction comes from seeing patients receive good care and recover well.

Affectionately known as 'mummy' by her colleagues, Eunice creates a nurturing work environment through thoughtful gestures. For instance, she boosts team morale with Joy at Work initiatives, such as creative touches like beautifully packaged snack bars and surprise treats during busy periods. 

"NHCS is my second home," she reflects on her 14-year journey. "We are constantly experiencing novel things at work such as learning new systems. As long as we work as a team, we will always find ways to overcome obstacles together."