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 BarbaraBaarbaara PereiraPereeira SisterSisteer CyrillaCyyrillaa BaptistBaaptisst 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 VazVazz 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 TanTTan 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.