In this new series, we shed light on the dedicated care team members working tirelessly behind the scenes at Changi General Hospital (CGH) to ensure the smooth functioning of daily operations. They share insights on their work and play at the Caring General Hospital.
 

Securing your health

There was once when Mr Joseph Lim, a Patient Relations Officer (PRO) under the General Services team in CGH, encountered an aggressive patient in a situation that was at risk of blowing up. But by showing empathy and through attentive listening, Mr Lim managed to calm the patient and bring the situation under control with a positive outcome.

When Mr Lim joined CGH as a PRO in 2022, the job turned out to be more interesting than he had expected. Besides patrolling and conducting security checks across the CGH campus, managing access control, monitoring surveillance systems and carrying out traffic management, he also performs a number of additional roles. These include assisting in ambulance transportation bookings, handling mortuary duties and attending to incidents or emergencies.
 

PRO Joseph Lim carries out essential security duties.

There are also times when the care team enlists his assistance in managing uncooperative patients or next-of-kin. “Our team plays a valuable role in the de-escalation of potentially aggressive or violent situations and maintaining the peace,” he explains. “This helps to ensure that our healthcare colleagues can continue to care for patients in a safe environment.”

The PROs collaborate closely with the Singapore Police Force in keeping CGH’s wards and clinics safe for our patients. A recent initiative was the launch of the ‘Say No! To Work Violence’ programme, where CGH nurses and PROs work together to train CGH staff on how to better manage challenging situations.

There was another occasion when Mr Lim encountered a patient and caregiver who alighted at the Medical Centre but needed to go to the Emergency Department (ED). The patient had movement difficulties and needed an oversized wheelchair. Mr Lim quickly helped to locate one and wheeled the patient into the ED. The patient and caregiver were very appreciative of his fast response and effort.
 

The CGH team collaborates with the Singapore Police Force to promote the advocacy of non-violence at the workplace.

“To me, the most satisfying aspect of being a Patient Relations Officer is being able to help patients or visitors resolve their issues, no matter how big or small,” adds Mr Lim.

Mr Lim was touched personally by such caring acts, many years before joining CGH. His late father had been hospitalised and the clinical team had gone the extra mile to show care for his father.

“I am very glad that I was able to join this hospital. My fellow colleagues and I work together as one team, and I am very proud to be part of this CGH family,” says Mr Lim. “With training and encouragement from our supervisors, we have certainly grown in our knowledge and skills. As part of our continual enhancement of processes, the team also leverages technology to ensure that our systems are modern and up-to-date, allowing us to work more efficiently and productively.”

  
Engineering excellence in healthcare

Engineer Saidah Naqiyah checks medical equipment by running the necessary tests before deployment in the hospital.

Before the medical equipment used to diagnose and treat patients is brought into the hospital, the CGH Department of Biomedical Engineering (BME) ensures that they are safe for use. Ms Saidah Naqiyah, a BME engineer, is one of the “gatekeepers” of new medical equipment used in CGH to ensure that operations run seamlessly.

Ms Naqiyah primarily oversees radiology equipment and projects, including the replacement of X-ray machines and renovations of the X-ray rooms. Her role involves working collectively with various departments and vendors to ensure that the equipment and facilities comply with the necessary standards for the safety of patients and radiographers.

She is part of the BME team that runs tests and diagnostics to ensure that any new equipment is technically safe for use before it is allowed to be deployed in the hospital. BME also manages the upkeep of the thousands of medical equipment all around CGH — in the inpatient wards, outpatient clinics, operating theatres and more. This includes the servicing of equipment as part of preventive maintenance, as well as any repairs required.
 

Sourcing for vendors is part of Ms Naqiyah’s role to ensure that the equipment is well-maintained.

“While our work is often carried out behind the scenes, the team performs the essential function of ensuring access to safe and quality equipment,” says Ms Naqiyah. BME not only sources for vendors who can ably provide maintenance services and replacement parts for equipment used in CGH, but also works to enhance governance and accountability processes. “We review our work processes to improve efficiency as well as digitalise them as much as we can for sustainability,” she adds.

In times of emergencies, BME oversees the movement of the hospital’s Emergency Planning (EP) equipment to the various critical departments. This is to ensure that CGH can still operate smoothly during such times to meet patients’ needs.

“What inspires me and keeps me interested in my work is knowing that the medical equipment we manage directly impact the well-being of our patients,” shares Ms Naqiyah. “In addition, the opportunities to work and interact with many stakeholders in and beyond the hospital, and the supportive and collaborative work culture in CGH makes work more enjoyable.”

 
Hidden heroes