Annual Report 2015
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ur interpretation of “An Evolving Primary Care Ecosystem” in Singapore is depicted through the use of the tangram. Arranged O into the shape of a butterfly, it is used to signify the transformation and place emphasis on metamorphosis of the primary care ecosystem. The tangram also represents the ecosystem where every piece of the structure supports each other and come together in forming the desired goal. This tangram consists of seven pieces which symbolises the seven chapters within the report. Each piece is coloured according to the dividers to create the sense of “continuity of transformation” throughout the book. OUR VISION, MISSION AND CONTENTS VALUES OUR VISioN OUR VALUES To be the leading health-promoting Integrity institution that helps advance We are committed to the highest Family Medicine and transform standards of ethical conduct. 06 08 10 12 Group CEO’s CEO’s Message NHGP Senior About NHGP primary healthcare in Singapore. Message Management Compassion Our paramount concern is OUR MISSioN the welfare and well-being of our fellow human beings. We We will improve health and reduce sympathise with those struck illness through patient-centred with illness and suffering quality primary healthcare and will do our best to help that is accessible, seamless, alleviate their condition. comprehensive, appropriate and 16 22 30 42 cost-effective in an environment Professionalism Chapter 1: Chapter 2: Chapter 3: Chapter 4: of continuous learning and We are committed to being Beyond Beyond Beyond Beyond relevant research. the best in what we do and NHGP 15 Boundaries Satisfaction Potential achieving the best possible outcome for our patients. Respect We treat everyone with honesty, decency and fairness. 58 70 82 Collegiality Chapter 5: Chapter 6: Chapter 7: We nurture success by Beyond Beyond Beyond promoting collaboration, Illness Skills Today participation and trust between individuals and other healthcare organisations, within an environment of sharing and mutual respect. Social Responsibility 88 93 We contribute positively to the Our Patients’ Appendices well-being of the community. Profile and Workload ANNUAL REPORT FY2015: AN EVOLVING PRIMARY CARE ECOSYSTEM GrouP CEO’S Message PRIMARY CARE’S SHIFT As such, the National Healthcare was successfully handed over Kuok, and Board of Directors TOWARDS WELLNESS Group Polyclinics (NHGP) plays to Parkway Shenton on 1 March for their astute leaderships and CARE: TO MEET FUTURE a pivotal role in advancing these 2016. Combining the expertise support throughout the years. efforts and impacting many of public and private sectors, I wish to also thank MOH for HEALTHCARE NEEDS aspects of the primary healthcare these FMCs offer a team-based its direction as we improve our As the central Regional ecosystem in Singapore. To care delivery model that provides healthcare system as we navigate Healthcare System (RHS), the synergise various care services comprehensive care for a growing through the evolving healthcare National Healthcare Group (NHG) and offer telemedicine initiatives number of our older patients with landscape. Lastly, NHGP’s Chief has been actively pursuing our to our patients, NHGP collaborates increasingly complex chronic Executive Officer Associate vision of adding years to healthy with partner institutions like Tan needs. This furthers the Ministry Professor Chong Phui-Nah, life and reducing illness in our Tock Seng Hospital, National Skin of Health’s (MOH) vision of “One management team and staff population. By 2030 there will be Centre, and Institute of Mental Singaporean, One Family Doctor”, deserve commendable merits for more than twice the number of Health. NHGP’s collaborations as we emphasise on developing their hard work and dedication senior citizens beyond the age within the NHG family of healthcare stronger doctor-patient in transforming the primary care of 65 years, and there is a need institutions have been making relationships in Primary Care for ecosystem. for a paradigm shift to design a good progress in improving better population health. healthcare system that meets patients’ access to care at the I look forward to NHGP’s continual the growing complexities of our right place by allowing our patients As a health promoting institution, efforts and collaborations with our NHGP’s dedication to population’s healthcare needs. to seek care in the comfort of a NHGP also partners community stakeholders and communities transform Primary Care familiar primary care setting. stakeholders in offering public to ensure the well-being of our At the forefront of the healthcare health education and promotion population and deliver accessible, in tandem with the NHG system, primary care is the key in Impacting the larger primary activities to reduce illnesses in the integrated, comprehensive and our transformation efforts to shift care sector, NHGP also engages community. This two-pronged quality care to the community. family has brought from illness care to wellness care. with private partners and General approach complements our care to fruition better Primary Care forms the bedrock Practitioners (GPs) to uplift services in leading to tangible long- of our healthcare system as it the quality of primary care and term health outcomes in the future. healthcare for our serves each individual through the increase our population’s access different stages of his/her life. to affordable and comprehensive Since the formation of NHG patients and influenced healthcare. FY2015 has been in 2000, we have worked hard the healthcare an eventful year for NHGP as it to establish a thriving and continues to provide invaluable sustainable health system to landscape in tangible support to NHG in assisting GPs deliver quality healthcare to our and positive ways. with the setting up and running population. NHGP’s dedication to of several Family Medicine transform Primary Care in tandem Clinics (FMCs). with the NHG family has brought to fruition better healthcare for Our third FMC, Hougang FMC @ our patients and influenced the Ci Yuan Community Club, was healthcare landscape in tangible PROFessoR PHILIP CHoo officially opened on 20 September and positive ways. I wish to Group Chief Executive Officer 2015 while Ang Mo Kio FMC thank our Chairman, Madam Kay National Healthcare Group 6 7 ANNUAL REPORT FY2015: AN EVOLVING PRIMARY CARE ECOSYSTEM CEO’S Message NHGP, as the primary care arm standards. We enhanced from the NHG Family Medicine to provide quality and service 2. Patient Engagement and of the National Healthcare Group our patients’ experiences Residency Programme in June excellence to patients. This is also Activation (NHG), established partnerships throughout various touchpoints 2015. For the academic year 2015 complemented by management’s 3. Stewardship and Setting with private general practitioners at the polyclinics, from self- starting in July, the programme had regular engagement with staff to Standards to set up Family Medicine Clinics help innovations in managing 45 residents undergoing training in encourage them to continuously 4. Our Care Delivery Model (FMCs) in more areas within the appointments via a mobile various rotations throughout NHG. improve our processes to serve 5. Staff Engagement and community. This is set up in line application miHealthcare to We successfully accredited the patients better. Employees Development with Ministry of Health’s (MOH) self-payment kiosks. We also programme for an increase of up to who demonstrate potential vision of “One Singaporean, invested in the training of Service 28 residents a year to help create undergo leadership programmes I commend the NHGP team for One Family Doctor” to enable Ambassadors to ensure that our a pipeline of Family Physicians to to be groomed as our future doing an admirable job in this past stronger relationship-based care patients receive intuitive and meet the rising demand for high leaders. NHGP hopes that our financial year for ensuring that with patients and to support quality assistance. These efforts quality primary care in Singapore. employees will continue to drive our healthcare services remain our General Practitioners (GPs) have resulted in quality accolades and influence change and to high quality, accessible, seamless, in enhancing the primary care and improved MOH’s Patient Our 8th Primary Care Forum was transform primary care. comprehensive, appropriate and IMPACTING THE PRIMARY landscape. Our collaboration Satisfaction Survey scores in held from 2 to 3 October 2015, cost-effective to all segments of November 2015. CARE ECOSYSTEM with both FMCs and GPs to a vital platform for international NHGP invests in our staff the community. provide accessible patient care and local primary healthcare training to create a more patient- Achieving better clinical and FY2015 was an eventful year has resulted in the right-siting of professionals and experts to share centric, seamless and pleasant I thank our NHG Board of Directors operational standards is a strong for the National Healthcare 11,554 acute and chronic patients ideas on how primary care can experiences for our patients. This and Management for their tenet of NHGP’s efforts. To support Group Polyclinics (NHGP) as we in FY2015. progress beyond our first 50 years investment has reaped its rewards leadership as we face challenges our primary care transformation celebrated our 15th anniversary of nation building. We examined in an ever-changing healthcare efforts, we invest in quality with NHGP achieving a significant in Primary Care. Coming from INNOVATIONS