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Home About CGH Hospital Overview CGH 90th Anniversary Care Grows Here Keeping Care In Motion

Keeping Care In Motion

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At the Caring General Hospital, care starts even before a patient is admitted, with teams who work quietly behind the scenes around the clock to ensure every patient receives timely, coordinated care.

This includes CGH Patient Service Associate Executive Norfadhila Abdul Rahman, who leads the Bed Management Unit (BMU) at the hospital Emergency Department. The team operates 24 hours a day, seven days a week, to manage patient flow, ensuring that every patient is admitted to the right ward promptly.

“We have over 1,000 beds in the hospital, and specialised wards with equipment to care for patients with different conditions. Sometimes patients go up to the ward faster, not by luck, but because the right bed was available for their specific condition,” she shares.

“Our work may not be visible to patients, but we know that every effort can make a real difference in someone's care. Sometimes, when we book a bed for a patient, the relatives are very thankful because they can visit as the patient receives the required care. It gives us a sense of satisfaction to know that we have tried our best.”

Norfadhila shares about her role as the team lead at the hospital's BMU.

From handling emergency admissions to managing transfers and discharges, the BMU is a hub of patient movement. “No two days are the same,” shares Norfadhila.

“There are moments when the Emergency Department or high dependency wards are fully occupied, and we need to find solutions quickly. It’s about staying calm, communicating clearly and working as a team.”

The BMU team liaises constantly with nurses, operations colleagues and doctors to ensure that every patient’s transition happens safely and efficiently. It’s a complex puzzle that requires sharp judgment and strong collaboration.

“Sometimes, several patients need urgent admission. We have to think on our feet – which cases are most critical, what beds are available, and how to balance capacity. It takes coordination, teamwork and a lot of trust,” she explains.

Having spent sixteen years in patient service at the hospital, Norfadhila strongly believes that managing bed availability and smooth and timely patient transfers is a team effort.

“We have to communicate constantly with the different ward teams and ED staff to coordinate movement and for clinical guidance, and a strong team with clear protocols helps ensure patients can receive the care they need promptly.”

“The work can be challenging when admissions are high, but what keeps us going is the bond we share,” she says. “We support each other, especially during busy nights. That spirit of teamwork gives us strength.”

Norfadhila shares about the importance of ensuring the well-being of the team.

As a leader, Norfadhila believes that caring for colleagues is just as important as caring for patients. She strives to create a positive and supportive environment for her team – one where people feel valued, heard and encouraged.

She organises team outings to give her colleagues a chance to relax and bond outside of work; a practice that has strengthened trust and cohesion over the years.

“It’s important to support not just the work, but the well-being of the people doing the work,” she shares. “I would not be able to lead without my team being there to support me.”

Reflecting on her journey, Norfadhila takes pride in being part of CGH’s 90-year legacy of care.

“The way we work has changed, with newer technology and systems – but our purpose hasn’t. It’s still about helping people, supporting our colleagues and doing our best for patients, and I'm proud to be playing my part in making a difference.”

Learn more about how Norfadhila, Crisis Planning and Operations Senior Manager Tan Lee Ting, and Facilities Development Senior Project Manager Lydiawati Ahmat work behind the scenes to support operations around the hospital for 24/7 care here.
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