Message from our Chairman 2 Service Enhancements 13 Message from our CEO 3 Hospital Development 15 Board of Directors 4 Business Development 17 Executive Team 6 Staff Development 18 Key Figures 7 Social Mission 19 New Doctors 8 Moving Forward 20 Highlights 2011 10 Governance 21 To be the industry leader in the delivery of compassionate and patient-centered healthcare

We deliver compassionate and high quality holistic care regardless of race and religion, guided by Christian values and the moral teachings of the Catholic Church

Compassion Attentiveness Respect Integrity

Mount Alvernia Hospital Year in Review 2011 1 Message from our Chairman

was a very special year Tourism Board’s Singapore Experience Award 2011 for for Mount Alvernia Best Healthcare Experience, trumping two other finalists Hospital as it marked including last year’s winner and joining other illustrious our Golden Jubilee. winners such as The St. Regis Singapore and ION Orchard. We also added a ’Star’ to our Singapore Quality Fifty years ago, the Franciscan Missionaries of the Divine Class accreditation, becoming only the second private Motherhood (FMDM) opened a 60-bed hospital. Today, hospital to achieve the Singapore Service Class. Mount Alvernia Hospital is a 303-bed acute care general hospital with two medical centres offering 30 clinical I offer my heartiest congratulations to the management specialties. From a handful of Sisters, the staff now team and staff, and also commend the FMDM Sisters for number over 700, supported by over 1,000 accredited tirelessly instilling their values in the hospital. Without doctors, of which more than 100 are based on-campus. the strong foundation they created, these achievements would not have been possible. The Hospital continues to grow. More infrastructural enhancements are in the works: renovations to the lobby This humble attitude to Serve all, with Love is a unique and the addition of a side extension will be completed in Alvernian culture established by the Sisters and has been 2012 while a new medical centre block will be opened in faithfully carried out over the past five decades. From two years’ time. patients, to staff and doctors, these values run deep, in embracing the Alvernia spirit. It is this unique quality that Mount Alvernia Hospital’s brand of healthcare and service makes this hospital special. has been well acknowledged and in 2011 we won the Singapore Prestige Brand Award (Heritage Brand) for Finally, I wish to express my heartfelt appreciation to the the third consecutive year, earning us a spot in the Hall FMDM Sisters, my fellow Board Members, and Members of Fame. The Hospital also picked up the Singapore of various Board and Operational Committees, for their time, counsel and advice, as well as the Executive Team for their hard work.

I also thank our staff, doctors, patients and their families for their continued support. Thank you for bearing with the inconvenience of our on-going hospital development, and we look forward to serving you for many more years to come.

George Thia Peng Heok Chairman

2 Mount Alvernia Hospital Year in Review 2011 Message from our CEO

ount Alvernia Hospital celebrated our Despite the busy year, we managed to double the reach Golden Jubilee in 2011 with a year of of our Community Outreach Programme, which was strong performance and growth. Both supported by over 90% of our staff who volunteered their patient days and deliveries rose by time to help out in the programme. Reaching out to the 10% from the previous year, and the elderly residents in Singapore, and even communities in average daily census for the year was one of the highest Batam and Bintan, we conducted 62 health screening recorded in the hospital’s history. Inpatient operations and sessions and served over 5,100 individuals. We also outpatient visits were higher than 2010 by 5% and 6% conducted free health talks in collaboration with respectively. churches, both local and overseas.

I’m also glad that despite some delays due to changes that I would like to thank the FMDM Sisters, Board Members, needed to be made arising from the new North-South Doctors, Management and Staff of Mount Alvernia for Expressway announced by the Government in January your support and contributions in helping the hospital 2011, we managed to kick off Phase 2 of our hospital achieve an outstanding 2011. We couldn’t have development plan in September. By the first half of 2012, celebrated 50 golden years without you. I would also the renovated lobby will be open to welcome patients like to thank our patients and other hospital users for the and visitors. The side extension and possibly part of the continued support and understanding you have shown upgraded carpark will be ready by the 4th quarter of 2012, us during this period of hospital development. We look and the new medical centre block by end of 2013. Patients forward to the completion of the various new facilities to and visitors can look forward to an enlarged lobby, a larger serve you even better. retail pharmacy, an expanded Café 820, a new doctors’ lounge, a new chapel, more single rooms, additional and more powerful imaging machines, a larger health screening centre, and more. Dr Khoo Chow Huat Just as we believe in upgrading our facilities, we also Chief Executive Officer placed utmost importance on further enhancing our service. Between 2010 and 2011, all MAH staff underwent a 5-day ‘Certified Service Professional’ course or the 2-day GEMS Service course conducted by the SQ Centre, under the Customer Centric Initiative supported by SPRING Singapore. We are also proud of our Senior Staff Nurse Serene Seah, who was given the Merit Award 2011 from the Ministry of Health in recognition of her outstanding performance and dedication to nursing.

The hospital expanded its overseas presence with the opening of our Jakarta information centre in May 2011. Our efforts in engaging the various regional markets have sustained the growth in the number of foreign patients using the hospital, which has almost doubled since 2008. Going forward, we will be reaching out to more regional markets on top of existing focus markets like Indonesia, Malaysia and Bangladesh.

This year, we are also happy and humbled to have won various accolades, affirming our progress made over the past few years in our service, branding, and organisational excellence. We were given the ‘Best Healthcare Experience’ award by the Singapore Tourism Board for the first time and inducted into the Singapore Prestige Brand Award’s Hall of Fame for our 3rd consecutive win. In addition, we added a ‘Star’ to our Singapore Quality Class accreditation, and became the second private hospital to achieve the Singapore Service Class.

Mount Alvernia Hospital Year in Review 2011 3 Board of Directors

Chaairmmaann

Georgee Thia Pengg Heok Mr Thia is a Certified Public Accountant and a Fellow Member of both the Chartered Association of Certified Accountants (UK) and the Singapore Institute of Directors. Currently he is an Independent Commissioner of PT Indosat TBK, a member of the Governing Council of the Singapore Institute of Management and a Trustee of the Community Cancer Fund of the National Cancer Foundation. In the past he has held several positions, in merchant & investment banking, stockbroking, plastic precision engineering & media content businesses, including Executive Chairman of MediaStream Ltd and Asia MatrixLtd; Executive Director of Kay Hian Private Ltd; Managing Director of Lum Chang Securities Private Ltd, Merrill Lynch International Bank Ltd and Morgan Grenfell (Asia) Limited. He continues to practise as a Director & Principal Consultant at Strategic Advisory Private Ltd and Phoenix Capital Private Ltd.

Boaard MMemmberrs

SisterSisteer BBarbaraaarbaara PPereiraereeira SisterSisteer CCyrillayyrillaa BBaptistaaptisst Sister Barbara is currently Sister Cyrilla is presently serving as the Regional Leader of working as Mission Awareness the FMDM Sisters in Singapore Coordinator at Mount Miriam and Malaysia. She serves on Cancer Hospital in Penang, the Boards of Assisi Hospice in Malaysia. A State Registered Singapore and Mount Miriam Nurse and Oncological Nurse, Cancer Hospital in Penang, she has also worked as a Malaysia. A Registered Nurse and Palliative Care Nurse, Psychotherapist/Counsellor for the last 10 years in the UK Sister Barbara has served in FMDM hospitals in Ireland, and presently in Malaysia. Gibraltar and the UK. MauriceMauurice Dee VVazazz VincentVinccent ChenCheen WeiWei ChingChing Capt De Vaz is a pilot by Mr Chen spent 17 years in profession who joined the banking industry, initially Singapore Airlines Ltd in with First National Bank of 1963 and rose up the ranks Chicago, and later with Bank of to become Chief Pilot, Acting America and Banque Francaise Assistant Director of Flight du Commerce Exterieur. He Operations and eventually co-founded Sidi, Chen and Senior VP of Flight Operations. He retired from that Associates, a financial advisory firm and since 1993 has position in January 2002. He has served as Chairman been managing his personal and family investments. of the Singapore Flying College and the International He is currently an Independent Director of Transpac Air Transport Association (IATA) Operations Committee; Industrial Holdings Ltd, United Fiber System Ltd and Director & Board Member of SIA Engineering Co; and ARA Trust Management (Suntec) Ltd – the manager Advisor to Qatar Airways, Pakistan International Airlines of the Suntec REIT, which are listed on the Singapore and JetAirways in India. He currently serves as Advisor to Exchange. Mr Chen is active in the Rotary Club and the Board of Tiger Airways. also serves on the board or management committee of the Dyslexia Association of Singapore, Kwong Wai Shiu Hospital and Rainbow Centre.

4 Mount Alvernia Hospital Year in Review 2011 Board of Directors

Goh Choon Phoong PhillipPhillip TTaTann EngEEng SeongSeoong Mr Goh is Chief Executive Mr Phillip Tan is a Certified Officer and a Board member of Public Accountant in Singapore Airlines Ltd. Previous Singapore. He was a member senior positions with Singapore of the leadership team in Airlines included Executive VP PricewaterhouseCoopers (PwC) of Marketing and the Regions, in Singapore and was the leader Senior VP Finance, Senior VP of the firm’s Capital Markets Information Technology and Senior VP Commercial practice till he retired on 30 June 2007. He has more than Technology. He was also President of Singapore Airlines 25 years of auditing experience of insurance companies Cargo. Besides Mount Alvernia Hospital, he is a Board and has advised on a wide range of issues in relation Director of SIA Engineering Company and a Member of to insurance companies, including cost reduction and the Board of Directors of the International Air Transport re-organisations, mergers and acquisitions and financial Association (IATA). investigations. He had been the leader of Insurance Practice for PwC for a number of years. He had been Dr HHoo HHoHonn KwKwokook a past Chairman of the Insurance Committee of the Dr Ho is a Consultant Institute of Certified Public Accountants Singapore. He is Obstetrician and Gynaecologist. currently a member of the Accounting Standard Council He is currently serving as of Singapore. Mr. Tan is very active in community service. Chairman of the Medical He is also a Justice of Peace and has been awarded the Advisory Board at Mount Public Service Medal, the Public Service Star and the Alvernia Hospital. He is a Public Service Star (Bar). Fellow of the Royal College of Obstetricians and Gynaecologists, UK and a Fellow of RobertRobbert WWongonng KwanKKwann SengSeeng the Academy of Medicine (Obstetrics and Gynaecology), Mr Wong is a lawyer by Singapore. profession and practises mainly corporate law with emphasis LauLau BengBenng LLongoong on Corporate Finance. He has A veteran in hospital planning acted as Solicitor in numerous and management consultancy, initial public offers, rights issues, Mr Lau has previously served issues of debentures, takeovers, at Mount Alvernia Hospital mergers and acquisitions and joint ventures. He also as Advisor (2010), Chairman sits on various boards as an independent/non-executive (2008-2009) and CEO (1993- director. He is a member on the panel of mediators of 1997). He is currently Chairman FIDREC. of Mount Miriam Cancer Hospital, Penang and Educare Centre, Port Klang, Malaysia. He is also a Board member Dr WWongong SenSeen ChowCChoww of Assisi Hospice in Singapore, and Good Shepherd Dr Wong is a General Surgeon Welfare Foundation in Malaysia. He is a Director of the in private practice and a Fellow Kasih Foundation and Hon. Adviser of N.S. Chinese of the Royal Australasian College Maternity Hospital in Malaysia. Prior to joining Mount of Surgeons and the Academy Alvernia Hospital in 1993, he was the General Manager of of Medicine, Singapore. Prior to Pantai Medical Centre in Kuala Lumpur, Malaysia (1984- joining private practice, he was 1992). From 1998 to 2000, he was the CEO of Sunway Consultant Surgeon at Tan Tock Medical Centre in Kuala Lumpur, Malaysia. Seng Hospital and Singapore General Hospital. He has previously served as Chairman of the Medical Advisory Board at Mount Alvernia Hospital.

Mount Alvernia Hospital Year in Review 2011 5 Executive Team

(L-R): Dr Lee Hwee Huang, Mr Michael Teo, Sr Linda Sim, Dr Khoo Chow Huat, Mrs Annie Lim, Ms Grace Koh, Ms Han May Ching

Chief Executive Offi cer Director of Corporate Development Dr KhooKhoo ChChowoww HHuatuat Ms HanHan MMayay CChinghhing Dr Khoo holds a Doctorate in Business Administration Ms Han holds a BA (Hons) in Political Science from the from Manchester Business School, University National University of Singapore, and was previously of Manchester, UK; an MBA jointly awarded by with the Singapore Tourism Board. Her experience Northwestern University (Kellogg School of Management) includes marketing, business development, establishing and Hong Kong University of Science & Technology; and collaborations, handling international tradeshows and a BA (1st Class Hons) in Chemistry from the University contributing to the Tourism 2015 Roadmap. As Director of of Cambridge. He is also a Chartered Management Corporate Development, she oversees strategic planning, Accountant. Prior to joining the Hospital, Dr Khoo was business development, strategic marketing, marketing with the Singapore Administrative Service and has held communications, physician relationship management, appointments in operations, policy and planning in the patient liaison services and community outreach. Ministry of Information & the Arts, Ministry of Home Affairs, Ministry of Health and People's Association. Director of Clinical Services Dr Khoo is also concurrently CEO of Assisi Hospice. Dr LeeLee HHweewee HuHuanguang Mission Awareness Co-ordinator A trained and experienced medical practitioner, Dr Lee, SisterSister LindaLinnda SSim,imm, FMFMDMDDM who graduated from the National University of Singapore, is in charge of clinical hospital administration. Under her As Mission Awareness Co-ordinator, Sr Linda works charge, the Division of Clinical Services has expanded in closely with the Executive Team to ensure the continuity breadth and depth to meet the demands of the specialists and integration of the vision, mission, and ethos of the and patients, and to keep up with the advancements in FMDM Sisters into the day-to-day life of Mount Alvernia technology and medical management. Hospital and Assisi Hospice staff. Sr Linda joined the FMDM order in 1979 and was trained in England. She Director of Operations has served in a number of appointments, including Mr MichaelMichael TTeoeoo Hospital Administrator of Mater Dei Hospital, Bulawayo, Mr Teo holds a Bachelor in Health Administration Zimbabwe. from University of New South Wales, Australia. He was Director of Finance previously with the Ministry of Health handling the physical MrsMrs AnnieAnnnie LiLimm development projects of public medical institutions. As Director of Operations, Mr Teo oversees strategic physical A fellow of the Association of Chartered Certified development planning, building and engineering services, Accountants (UK), Mrs Lim was an auditor at Coopers & and the hospital’s F&B services, housekeeping, and security. Lybrand, Singapore and has experience in accounting, finance and information systems in the travel and Director of Nursing manufacturing sectors in Australia. As Director of Finance, Ms GraceGracee KKohoh she is responsible for the accounting and finances, Ms Koh has a BA in Health Science (Nursing) from the materials management, management of information University of Sydney. She is a trained Stoma Nurse and has systems and business office operations of the Hospital. done a post basic course on Gerontological Nursing. As She is also responsible for the accounting and finances of Director of Nursing, she oversees the entire nursing division Assisi Hospice. of the hospital to ensure a highly professional and efficient nursing service.

6 Mount Alvernia Hospital Year in Review 2011 Key Figures

Total Inpatient Admissions Total Surgeries Performed 22,365 15,694

Total Babies Delivered Total Outpatient Visits 5,595 51,576

Community Outreach Community Outreach (Total Health Screenings) (Total pax served) 62 5,163

Mount Alvernia Hospital Year in Review 2011 7 New Doctors

ore doctors and clinics joined the Alvernia family in 2011, expanding the pool of medical expertise available and catering to all sorts of medical procedures from minor surgeries to complex operations. To date, we have more than 1,000 accredited doctors with best clinical practices serving the community. Over a hundred of them are based on-campus.

Medical Oncology

Dr Elaine Lim

Dr Lim is a Consultant Medical Oncologist with Singapore Oncology Consultants who sub-specialises in lung cancer and women’s cancers. After completing her clinical training in Cambridge, she worked in various London hospitals, including the Royal London Hospital and the prestigious London ‘golden circuit’ of Hammersmith Hospital and Royal Brompton Hospital, before returning to Singapore to pursue a career in Medical Oncology. She later served as a Consultant in Medical Oncology at Johns Hopkins Singapore, Visiting Consultant at KK Women’s and Children’s Hospital, , National Cancer Centre, as well as an Adjunct Senior Research Scientist at the Oncology Research Institute, at the National University of Singapore. She is also the Co-Principal Investigator of lung cancer research, helmed by the Singapore Lung Cancer Consortium and was a Consultant in Integrated Health Services at the Ministry of Health.

Dr Hsieh Wenn-Son

A Consultant Medical Oncologist with Singapore Oncology Consultants, Dr Hsieh specialises in the treatment of various types of cancers including lymphoma and other haematological cancers. Certified in Internal Medicine and Medical Oncology by the American Board of Internal Medicine, he has been based in Singapore since 2001. He is active in developing novel cancer diagnostics and molecularly targeted anti- cancer treatments. He has led a number of international studies involving centres in Singapore, Hong Kong, Korea, and the United States examining novel treatments for nasopharyngeal carcinoma. Dr Hsieh has also authored several of scientific articles, abstracts, and book chapters and has lectured extensively at regional and international medical and scientific conferences. In addition, he has received a number of awards, including a Cure for Lymphoma Foundation fellowship and a Rhodes scholarship.

8 Mount Alvernia Hospital Year in Review 2011 New Doctors

Obstetrics & Gynaecology

Dr Kang Wee

An internationally recognised family planning expert, Dr Kang is a Senior Consultant Obstetrician & Gynaecologist at Kang Clinic For Women. She has more than 19 years of specialist experience, including academic research and development assignments in family planning matters. She was instrumental in setting up the Family Planning and Implant Clinic of KK Women’s and Children’s Hospital in 1992 and in three polyclinics, providing medical services and training for medical personnel. Dr Kang is also credited as one of the prime movers in introducing new family planning methods to Singapore and the region. She has trained many local and overseas O&G specialists, MO trainees, GPs and nurses and is a Clinical Senior Lecturer at the Yong Loo Lin School of Medicine.

Orthopaedic Surgery

Dr Teo Yee Sze

Dr Teo is an Orthopaedic Surgeon at Synergy Orthopaedic Group with sub-specialty interest in adult reconstructive and trauma surgery. Also practising as a Consultant Orthopaedic Surgeon at , he played a big role in setting up and expanding the adult reconstructive division within the hospital, accumulating extensive experience in complex primary and revision arthroplasty surgeries. A keen research investigator, he has been awarded multiple research grants, authored numerous research papers in peer reviewed scientific journals, and participated in several multi-centre trials as principal and co-investigator, especially in the area of adult reconstructive surgery. He is also an Adjunct Assistant Professor training medical students in the Orthopaedic Department of Changi General Hospital.

Paediatric Medicine

DDr Darryl Lim

A paediatrician with Mount Alvernia Hospital, Dr Darryl Lim’s key area is in paediatric trauma. He served over a decade at KK Women’s & Children’s Hospital, where he carried out an extensive prospective study and review of head injury in children and was actively involved in setting up the National Trauma Registry. A passionate and committed trainer and teacher, he conceptualised and organised several paediatric pre-hospital training workshops for Singapore Civil Defence Force paramedics and is a return lecturer in paediatrics for the Doctorate in Pharmacology programme at the National University of Singapore. An avid bicyclist, Dr Lim also helped to provide medical cover and in various national events, including the Bicycling competitions at the inaugural Youth Olympics in 2010. In his spare time, he volunteers as the Medical Director of Club Rainbow and has gone on numerous overseas medical outreach missions.

Mount Alvernia Hospital Year in Review 2011 9 Highlights 2011

‘Best Healthcare Experience’ Award from the Singapore Tourism Board

In October 2011, Mount Alvernia Hospital scored a first by winning the ‘Best Healthcare Experience’ at the Singapore Experience Awards organised by the Singapore Tourism Board, beating two other finalists including the previous year’s winner Parkway Hospitals Singapore. The award, a mark of distinction for service excellence, recognises winners for innovation and the ability to create and deliver compelling and memorable experiences.

Singapore Prestige Brand Award 2011 – Hall of Fame

On 8 December 2011, we were honoured to receive the Singapore Prestige Brand Award 2011 from Deputy Prime Minister, Minister for Finance and Manpower, Mr Tharman Shanmugaratnam, at the Raffles City Convention Centre. This marks our third consecutive win and launched us into the SPBA Hall of Fame. Mount Alvernia Hospital also won in 2009 and 2010 (we were named Overall Winner for the Heritage Brand category that same year).

10 Mount Alvernia Hospital Year in Review 2011 Highlights 2011

Service Excellence

Over the past 50 years, Mount Alvernia has aimed to provide compassionate care, placing patients' well-being as top priority. In April 2011, we received the higher Singapore Quality Class Star (SQC Star) re-accreditation, which bears recognition to the efforts the hospital has made to strive for business excellence in the last three years since our last accreditation. We also applied for, and received Service Class (S-Class) accreditation, the second private hospital in Singapore to achieve this.

Quality healthcare, Value for money

In January 2011, the Ministry of Health released an expanded bill size comparison that included private hospitals for the first time. Mount Alvernia Hospital’s bill sizes were noted for being the lowest among the private hospitals for most of the procedures. In some instances such as treatment for diabetic eye disease, our fees were even lower than those at public hospitals.

Visit by Minister of State for Health Dr Amy Khor

Minister of State for Health Dr Amy Khor stopped by on 15 July 2011 for a visit. The Management shared with Dr Khor various developments at the hospital, including the hospital development plan. Dr Khor also went on a short tour of the hospital facilities and met staff.

Mount Alvernia Hospital Year in Review 2011 11 Highlights 2011

Bumper Crop of First Babies

Mount Alvernia Hospital heralded in the start of 2011 with the birth of two of the first four babies born at the stroke of midnight. The lucky New Year babies who shared the coveted birth date of 1/1/11 were Lucius Lim born to proud parents Alvin and Lynn; and Damien Fong, born to Donovan and Zou Ling.

Then on 3 February 2011, at exactly 00.00.00 hours, Yong Woei Shyang and his wife Sze Qi welcomed the Lunar New Year with the arrival of their first child. The Rabbit baby boy weighed in at 2.4kg.

Patriotism was also in the air with the birth of Singapore’s first National Day baby, born just seconds after midnight on 9 Aug 2011 to proud parents Mr Toh Ho Beng and wife Bee Geok. Aptly named Augustine, Alvernia’s little National Day star was delivered after four hours of labour and weighed 3.38kg.

th 50 Anniversary Health Screening Packages To commemorate our golden jubilee and thank the community for their support, patients and people born at the hospital were treated to a special series of 50th Anniversary Health Screening Packages throughout 2011. The value-for- money packages ranged from $280 for a Classic Package to $960 for a Heart Screen Plus package. Other anniversary promotions included special packages for blood screening, health screening and bone check tests.

12 Mount Alvernia Hospital Year in Review 2011 Service Enhancements

Innovating through IT

To offer greater convenience and improve productivity in our patient care, we introduced several innovative IT initiatives like electronic medical records, Customer Relationship Management System in 2011. These include:

Accidennt & Emmergeency Informaationn Syystem Enhanceement to Phharmmacy This Outpatient Electronic Medical Records system has Informaation SSystemm created a paper-less operational environment in our Upon entry of prescription and dispensing at any of the Outpatient Department. Medical and clinical information hospital's pharmacies (Hospital Pharmacy or Outpatient can be easily retrieved online, cutting down time and Pharmacy at Accident & Emergency Department), it will improving patient safety, care and services. trigger an online flagging of drug interaction. This serves as an alert to further confirm the prescription with the Microbiiology Systeem doctors. It also reduces medication error and improves Medical tests are now ordered online, creating a paperless patient safety. operating environment which facilitates fast and easy tracing of orders. The test results are then captured online Customer Relationsship Mannageemennt (CRMM) which can be easily retrieved. A central repository of information on customer expectations and needs, CRM allows us to streamline our engagement efforts and continually enhance the patient’s service experience in order to serve them better.

More Parentcraft Services

Parentcraft Centre celebrated its 1st Anniversary in October 2011 with the launch of a Breastfeeding Mothers Support Group. Offering parents a one-stop solution with the Alvernia Childbirth Education Programme, lactation services, talks and more, it has seen an increase in consultations over the year. In March 2011, the centre also started workshops to train confinement nannies.

Mount Alvernia Hospital Year in Review 2011 13 Service Enhancements

Call Centre for Health Screening

All calls for Health Screening enquiries are attended to, as quickly as possible. If the first-level staff manning the phone line is unavailable, the system automatically escalates calls to the Supervisor. Missed calls are tracked so that the Hospital can respond to customers effectively while relevant statistics collected help us monitor our service quality.

Call Centre for Patient Liaison Office

Besides providing a single point of contact for customers, this Call Centre system also tracks missed calls and integrates with the Customer Relationship Management system to access caller information and facilitate follow- ups. This build-up of information provides valuable data for our staff to enhance customer service.

Improved Registration/Admission Process

Patients can now key in their information and submit their pre-admission forms via our website. This reduces error rate and is more convenient for patients who had to previously fax or mail in their forms manually. An SMS is sent out to patients to acknowledge receipt.

Express Discharge

Introduced at the Day Surgery Centre in 2008 and later extended to maternity patients, patients can now be discharged directly from the wards by a hospital representative, saving them the hassle and time of making a trip to the Business Office for payment. All patients have to do is provide their credit card information to the Business Office upon admission, and the finalized bill will be mailed to the patient. This Express Discharge Scheme also allows the beds to be turned around faster so as to serve more patients. Thanks to its success, the scheme was extended to selected medical and surgical cases in 2011.

14 Mount Alvernia Hospital Year in Review 2011 Hospital Development

Innovative Touches in Paediatric Ward

While our hospital has always offered the service to wash and sterilise equipment for breastfeeding mums, we’ve taken an extra step further to provide milk bottle sterilisers in all single and deluxe rooms, for the convenience of new mothers. Patients in double rooms can also request for one. Due to the lack of space and safety concerns in four-bedder wards, staff will continue to provide the washing and sterilising service at these wards.

The paediatric ward also introduced drawers with motion-activated LED lights. This makes it convenient for nurses to check and administer medicine instead of turning on the room or bedside lights, so as not to disturb patient when they are sleeping.

Another simple yet refreshing innovation is the new specially-designed hospital gown for kids (below centre). Instead of opening up at the back, the openings are now positioned at both arms, allowing nurses to change the gown easily when soiled or when the drip needs to be changed.

Smart Pump and Argon Plasma Coagulator

The new Smart pump (above right) ensures precise intravenous delivery of all fluids. Names and dosages of drugs can be stored on the machine, which makes set-up easy and convenient. It also allows network migration of data to build up the patient’s electronic medical records. The Argon Plasma Coagulator (above left) serves as an effective coagulator of bleeders of the alimentary tract via the endoscopes.

Mount Alvernia Hospital Year in Review 2011 15 Hospital Development

Colonoscopy Screening Centre

Mount Alvernia Hospital has been approved as a centre for screening colonoscopy. To better serve our patients, a dedicated phone line was set up for this service. A comprehensive package is available for patients who can undergo bowel prep on the same day as the screening.

Latest Technology at New Mammography Centre (shown below)

Mammography screening, previously one of the many services offered at the Diagnostic Imaging Department, has since been revamped as a stand-alone Mammography Screening Centre. Opened in October 2011, it has drawn praise from doctors and patients. Facilities include a serene waiting area, an interview room where they can speak with attending staff in private, as well as two mammography rooms fitted with soft lighting, elegant wallpaper and mirrored cupboards.

Over S$1 million was also invested in German-made digital mammography machines from Siemens, which come with LED mood screens with changing lights to help patients and capture the most accurate X-Rays possible. The machine’s new and more accurate ‘Digital hook wire localisation’ technology allows a hook needle to be inserted into a lesion to pinpoint its position.

The latest Full Field Digital Mammogram machines with stereotactic biopsy are compatible with all hook wire and mammotome procedures. These new machines have greatly enhanced comfort, accuracy and speed for patients’ mammography reports.

16 Mount Alvernia Hospital Year in Review 2011 Business Development

Overseas Offices

To cater to our growing pool of foreign patients, the Mount Alvernia Hospital Information Centre (MAHIC) Jakarta officially opened on 6 May 2011, our second centre after the Dhaka centre in Bangladesh. The hospital is also exploring possible tie-ups in countries like Malaysia and Myanmar, and leveraging our network of sister Catholic Hospitals, associations and churches overseas to expand our reach.

Midwifery Symposium

OnO 10 Sep 2011, a full-day Midwifery SSymposium was organised by Mount AAlvernia to share the latest in Obstetrics Nursing Care. It drew 130 midwives ffrom hospitals such as KK Women’s and CChildren’s Hospital, National University Hospital, , and .

Mount Alvernia Hospital Year in Review 2011 17 Business Development / Staff Development

Public Health Seminars

To build our bond with the community and raise public awareness of our services, Mount Alvernia rolled out 22 seminars, exhibitions and talks in 2011. Held in Singapore and overseas, they attracted over 6,469 participants in total. These included our series of signature health seminars on Orthopaedics, Cardio Care and Maternity Services, such as the Caring For Your Bones & Joints talk on 16 April 11 and 22 Oct 11 at Suntec Convention Centre, the Breastfeeding Forum on 13 Aug 11 at Amara Hotel, and Alvernia Wellness Series on Caring For Your Heart on 17 Sep 11 at Suntec Centre (also held on 1 Oct 11 at Mount Alvernia Hospital Information Centre in Jakarta), and the Joy of Childbirth in Caring Hands talk on 9 Oct 11 at Holiday Inn Singapore Orchard City Centre.

Service Excellence Courses

We take great pride in serving our patients and their families well. To continually improve and live up to our motto to Serve all with Love, all Mount Alvernia staff went back to school to complete a 5-day Certified Service Professional course or the 2-day GEMS Service course. These national service programmes are supported by the Singapore Workforce Development Agency.

Award Winning Staff

We are proud of Senior Staff Nurse Serene Seah who won the Merit Award 2011 from the Ministry of Health. The well-loved nurse from St Clare ward, who has been with the hospital for over a decade, received the honour given to outstanding nurses who excel in their performance, professionalism, accomplishments and extra mural activities or voluntary services.

18 Mount Alvernia Hospital Year in Review 2011 Social Mission

Social Mission

Mount Alvernia Hospital is a not-for-profit hospital that is guided by our Christian values and moral teachings of the Catholic Church. We strive to balance profitability and sustainability with our social mission of delivering high quality medical services that are value-for-money, serving all with genuine compassion and care. Besides offering private healthcare that remains affordable for Singaporeans and foreigners, we also give back to the community through various meaningful avenues:

Community OOutreacch Our well-established Corporate Social Responsibility initiative is a hospital-wide Community Outreach programme supported by over 90% of our staff. Almost every weekend, our team of staff volunteers conduct free or subsidised community health screening sessions at grassroots community clubs and churches, which especially benefit the poor and elderly. In 2011, we conducted 62 mass health screenings and reached out to 5,163 people, almost doubling the figure from the year before.

Assisi Hoospice Our commitment to Assisi Hospice includes financial support and shared services from administration to nursing. Our staff and management also actively participate in the hospice’s annual Charity Fun Day, assisting with ticket sales and even running stalls.

Mission Activvities The Hospital continues to make our annual contribution to support the global missionary work of the Franciscan Missionaries of the Divine Motherhood (FMDM). This includes support for the destitute and marginalised through education, nursing, pastoral care and counselling.

Mount Alvernia Hospital Year in Review 2011 19 Moving Forward

ore exciting developments are in store at Mount Alvernia Hospital, including upgraded and new hospital infrastructure, an increase in the number of doctors and enhanced services and facilities. We will also continue to expand our reach to overseas markets.

Hospital Development Plans

Commenced in September 2011, the Hospital Development Plans in the New Side Extension works are:

• New Enhaanced Main Lobby: The revamped lobby due to open by June 2012 will offer a welcoming and conducive environment for patients and visitors. New facilities which will be progressively introduced include an open-concept business office, new retail pharmacy, a retail outlet, a new information centre, more F&B options and an expanded Café 820. There New Facade will also be a new purpose-built chapel by 4th quarter of 2012.

• New Side Extension facing Thhomson Road: Ready by the 4th quarter of 2012, this will house additional diagnostic imaging facilities, a bigger health screening centre, more operating theatres and patient beds. It will be served by a covered pedestrian walkway to provide easy access to Thomson Road. Expanded Café • New Multti-storey Medical Centre cum Carpaark Block: Patients and visitors can look forward to new specialist clinics when it opens by the end of 2013. The building will also offer additional parking lots to serve our growing hospital. Part of the upgraded carpark will be ready by the 4th quarter of 2012.

New Business Office

20 Mount Alvernia Hospital Year in Review 2011 Governance

oard members are appointed by the Trustees of the Hospital, acting on behalf of the FMDM Congregation. Board members are appointed for a term of three years. The appointment is renewable for up to two additional terms.

The Board provides oversight in the following areas: • Approval of broad policies, strategies and objectives for the Hospital • Monitoring of management performance • Overseeing the processes for evaluating the adequacy of internal controls, financial reporting and compliance • Approval of annual budgets • Corporate governance

To assist in the execution of its responsibilities, the Board has established five Board Committees, namely: • Nomination and Remuneration Committee (NRC) • Audit & Risk Management Committee (ARMC) • Finance Committee (FC) • Hospital Development Committee (HDC) • Ethics Committee (EC)

There is a Medical Advisory Board (MAB) elected by specialists and appointed by the Board which provides oversight of clinical governance matters. The Chairman of the MAB is also a member of the Board.

Mount Alvernia Hospital Year in Review 2011 21 Mount Alvernia Hospital 820 Thomson Road Singapore 574623 www.mtalvernia-hospital.org